Radio Johnny: Nick Finck and the Collective Voice

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.

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
Simon Sinek – How Great Leaders Inspire Action

Blog posts by Nick Finck:
UX is Powerful
What’s Next for Information ArchitectureThe Future of IA
Holisitic Customer Experience
The Customer and the User Experience

Books:
The Inmates are Running the Asylum by Alan Cooper
Cluetrain Manifesto by Rick Levne, Christopher Locke, Doc Searls, David Weinberger, and McKee Jake.

References:
The Experience Economy
Customer Experience
A thing of the past: Time to Change