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X: The Experience When Business Meets Design Hardcover – October 19, 2015

4.7 out of 5 stars 58 customer reviews

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  • X: The Experience When Business Meets Design
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  • Service Design for Business: A Practical Guide to Optimizing the Customer Experience
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Editorial Reviews

From the Inside Flap

X=EXPERIENCE

Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you're not around?

Without defining experiences, brands will become victim to whatever people feel and share. In an always-on world where everyone is connected to information and also one another, customer experience is your brand.

Great products are no longer good enough to win in business. Creative marketing and delightful customer service too are not enough to succeed. Success and the future of business is experiential and this is the time to learn how to create and cultivate meaningful experiences.

This isn't your ordinary business book. It was actually designed to be a sensational experience. Its aesthetic is meant to evoke emotion while also giving new perspective and insights to help you win the hearts and minds of your customers. And the design of this book, along with what fills its pages, was done using the principles shared within.

Welcome to a new era of business in which your brand is defined by those who experience it.

The future of business lies in experience architecture and you are the architect.

From the Back Cover

EXPERIENCE IS THE MOST IMPORTANT THING IN BUSINESS.

YET, MOST EXECUTIVES AND ENTREPRENEURS NEGLECT THE VALUE OF DESIGNING EXPERIENCES FROM THE ONSET. THEY TALK, BUILD, AND SELL AROUND IT, WHILE STILL MISSING IT. WITH X, YOU WILL LEARN THE IMPORTANCE OF EXPERIENCE AND HOW TO DESIGN EXPERIENCES. WHY? BECAUSE EXPERIENCE IS EVERYTHING. EXPERIENCE IS HUMAN. EXPERIENCE IS SENSORY. THAT'S WHY THE FUTURE OF BRANDING IS EXPERIENCE ARCHITECTURE. IT'S PERSONAL. IT'S CULTURALLY AND CONTEXTUALLY RELEVANT. IT'S ASPIRATIONAL. AS YOU READ THIS BOOK YOU'LL QUICKLY REALIZE THAT IT'S INTENDED TO DELIVER A THOUGHTFUL AND INTENTIONAL EXPERIENCE. AND THAT'S THE POINT.

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Product Details

  • Hardcover: 256 pages
  • Publisher: Wiley; 1 edition (October 19, 2015)
  • Language: English
  • ISBN-10: 1118456548
  • ISBN-13: 978-1118456545
  • Product Dimensions: 7.8 x 0.8 x 9.8 inches
  • Shipping Weight: 1.8 pounds (View shipping rates and policies)
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (58 customer reviews)
  • Amazon Best Sellers Rank: #22,568 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

By Dave Lakhani VINE VOICE on January 13, 2016
Format: Hardcover Vine Customer Review of Free Product ( What's this? )
There is so much good to say about this book. This is the rare book that you'll end up highlighting, sticky noting and filling notebooks with your ideas after reading it and then you'll promptly read it again. This is a hands on, get dirty kind of book, if you use it for more than intellectual entertainment you'll be busy for quite a while building a model that works. But, if you take the time to actually do the work, implement the findings and look at the feedback, you'll take your business to the next level. X is the one book I'll give to all my clients this year and that will be part of their required work with me.

So if it is so great, what only four stars? I'll get to that.

What I think X does best is connect experience and brand. We've all known for a long time that a brand is simply a collection of experiences that people have with a product or service that they can bring to mind but few are able to adequately make that connection intentional. This book is the roadmap to becoming the brand of choice, the brand of conversation, the brand of sharing, the brand people buy. It doesn't matter if you are a service company, a product company, brick and mortar or online, the principles all apply.

Throughout the book you'll find many roadmaps that require you to actually do some work to come to the right conclusions for your business but you will if you do the work. The book is also full of well articulated case studies that show the outcome of the work for other companies, you'll find many you can relate to.
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Format: Hardcover Vine Customer Review of Free Product ( What's this? )
Digital Design, Journey Maps, Experiences, Touch Points and Personas form a new language of experience design. The terminology, examples and connections across these ideas can be confusing, particularly for people used to creating technology and solutions in the prior model. This book provides a highly stylized but still effective overview of the design deliverables and process. However, the book is surprisingly less usable than one that is designed. The Format gets in the way of thus highly stylized coffee table style book on digital design

This book is in a long line of works that try to be graphically stunning -- showing off designer skills. while still conveying important information. The design too often overwhelms the content, making it less accessible and valuable to the reader. This is a paradox that a book about design could be designed in such a way as to make it less usable.

The basic point of the book is that experience increasingly determines who wins and loses in the digital economy. Its a concept that is well established by a number of other books. Solis goes one step further in showing you the elements of designing and developing experiences which is a real plus. But the book is rather unusable as its difficult to annotate -- given the dark pages. Its also difficult to read as the text is in different places on different pages. This is not a book you read -- its a book you look at, which is a shame because that can easily trivialize the content I am sure it will win print design awards, but print designers are not the 'users' or audience of this information -- not designing for the customer means its not designed.

The result is a book that you want to use and share with others, but the format gets in the way -- hence the three star rating.
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Format: Hardcover
Brilliant as always, in this book Brian Solis is masterful at helping leaders at all levels of an organization - from the CEO on down - understand how critical it is to embrace the concept of experience architecture. I highly recommend this book to every single leader tasked with influencing the future of their company or brand in some way, shape or form. Which, in essence, means virtually every business person should be held accountable to contributing to what Solis defines as a good customer experience ecosystem: one that grabs the customers’ attention and then delights them all through their journey with you. Because if you don’t, your competitors will.
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Format: Hardcover
Length: 1:31 Mins
Hi I’m Douglas Burdett, host of The Marketing Book Podcast and I’d like to tell you about the book “X: The Experience When Business Meets Design” by Brian Solis.

In his book, Brian Solis explains that the experience a customer has with your brand is now the most important thing in business.

A great product, creative marketing and delightful customer service are no longer enough to succeed. Yet, most executives and entrepreneurs neglect the value of designing experiences from the onset. They talk, build, and sell around it, while still missing it.

Need some proof? In the book, Brian Solis cites a Bain & Company study of 362 companies. 80% of those companies thought that they were delivering a “superior experience.” In truth, only 8% were, according to their customers. And how did that 8% do it? They designed the customer experience.

The other 92% were focusing on design of just the product or service delivery. More than 50% of a customer experience is subconscious, or how a customer feels.

With this book, you will learn the importance of experience and how to successfully design experiences for every step of your customer’s journey.

And, to listen to an interview with Brian Solis about “X: The Experience When Business Meets Design,” visit MarketingBookPodcast.com.
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