Robert Nardelli - Experience matters

How important is your customer's experience? Well, Mr. Nardelli (Chief Executive Officer of Home Depot) clearly sees this as a key way of distinguishing Home Depot from the rest of the competitive landscape. He has listed The Experience Economy as his most influential book at FastTalk:: Books that Matter.

While many will argue whether or not Home Depot is successful at creating a unique and memorable experience, including Seth Godin, the idea that they have begun to pay attention to it is what is important at this point in time. What Mr. Nardelli has done is validate the belief that customer experience design is about more than a fad - its about the economy... And that if the number one do-it-yourself retail chain is focusing on it, then it has reached a level that no business can ignore.

Thanks to Jeff Kalley at Experience Economy Evangelist for bringing this to my attention.




http://experiences.typepad.com/experience_economy/2005/04/home_depots_chi.html