My entire career has been largely focused on creating compelling online brand experiences, from my earliest days in public media development where I co-authored the first book published on interactive design. That was followed by several years with the Disney organization where I was responsible for all interactive experiences at EPCOT Center at Walt Disney World. We pioneered a number of interactive guest experience systems and also conducted the first research on related human factors engineering.
My twenty-seven year career includes consulting for over 150 different organizations in a wide variety of B2C and B2B vertical markets including health care, education, government, and numerous consumer products and services. I have created more than 250 interactive and online marketing applications, published over 40 articles on interactive media, and presented at over 35 conferences on related subjects. My interactive experiences at Walt Disney World have been seen by more than 500 million visitors. What I am constantly and pleasantly surprised by is how much each new client experience adds to the base of knowledge for the next client, and the one after that.
Among the key lessons I have learned working with so many different clients in so many different industries is the need to always be true to the brand, no matter what the customer experience touch point, no matter how big or small, no matter what medium or environment. They all leave an impression, generally one that can be measured, and almost always one that eventually affects the top and/or bottom line of the organization. This is why 'doing it right the first time' is so important.
Ken
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