Radio Johnny: Nick Finck and the Collective Voice
Jeff Parks
on
June 14th, 2010 
Today on Radio Johnny, Jeff Parks talks with Nick Finck from Blue Flavor about the power of the collective voice and how in the experience economy, businesses need to listen carefully to customer feedback; trust their own employees in making choices; and empower them to look at failure as an opportunity to improve upon current products and services.
Listen to the show
Show Time: 43 minutes 22 seconds
Quotes
The level of credibility across the board is set the same. Even though you’d think that a traditional medium would have a more credible resource than an independent blogger… sometimes independent bloggers are more accurate in describing about what’s going on than the traditional source. Even in the same channel – both via twitter, or via facebook.
The tools we have today are about finding the information and tomorrow’s tools are going to be about making sense of that information.
[In the experience economy] we’re starting to see companies that have invested in user experience be more successful and profitable over the long run than we do than with companies that focus on releasing products all the time…we’re starting to see that shift.
That’s the biggest problem we have in America to be honest, is that we don’t trust the people who do the work. We only trust what the stakeholders are telling us, what the stockholders are buying or not buying.
Summary
Nick Finck talks about the importance of understanding the need to listen carefully to clients in what is now truly an experience economy. In a world where there is unlimited knowledge about any product or service, companies can no longer ignore their customers; trust is paramount!
Nick also notes that User Experience is not about the tools that make up any specific discipline. User Experience is about a philosophy, an ideal that by creating an engaging experience via listening to understand, there’s nothing that cannot be accomplished if we pay attention to our greatest asset, the collective voice.
Show Notes
Videos:
Joseph Pine on What Customers Want
What’s Next for Information ArchitectureThe Future of IA
Holisitic Customer Experience
