I cam across this great HBR blog article on treating the customer experience as an investment, not a cost, and thought I would share.
It explains how correctly identifying the business KPI's, and the customer behaviours that result in those KPI's, and integrating this knowledge into the design of say a web site, can lead to increased sales.
I would think that Apple have been doing something simular for years, by providing products that consulmers can use and enjoy, so they keep comming back. But this articvle is a little deeper then that, so have a look!
