Index

A

Advanta Bank Corporation

Amazon.com

Amazon Kindle

Anderson, Ray C.

Apple

brand

emotional nature of

value

characteristics of design-driven experience

design-driven culture

emotional relationships to brand

iMac

Industrial Design Group

iPhone

emotional connection with customers

introduction of

iPod

customer experience supply chain

design

introduction of

live support

logo

Macbook Air

Macintosh computers

market capitalization

market share

risk support

authenticity

awareness

B

Bajarin, Tim

Bangle, Chris

Banister, Roger

Beats

Béhar, Yves

Berra, Yogi

Best Buy Geek Squad

BlackBerry

Blake, Frank

BMW

customer experience supply chain

design communication

design language

Bock, Wally

The Brand Gap (Newmyer)

brands. See also products

Coca Cola

as embodiment of company character

emotional connection with customers

impact of design

importance of

Logitech Harmony Remote

Microsoft case study

Swiffer case study

Vicks VapoRub case study

emotional nature of

Harley-Davidson case study

importance to customers

Jones Soda Company case study

living nature of

maintaining brand success

value

versus logos

Branson, Richard

Bruce, Gordon

Brunner, Robert

Buffet, Warren

Burj Al Arab Hotel

C

Caron, Guy

character of brands

Chez Panisse

Chou En Lai

Chung, Kook–Hyun

Circuit City Stores, Inc.

Cirque du Soleil

Coca Cola

commitment

communication in design language

BMW case study

creating

definition

IKEA case study

importance of

products as communication

strategy

telling a story

competitive positioning

consistency

Container Store

Cooper, Martin

cost factors

courses in customer-experience thinking

customer experience supply chain. See also products

being the customer

BMW case study

Container Store case study

creating equity with customers

designing customer experience

Home Depot case study

IKEA case study

importance of

iPod case study

as key to maintaining brand success

managing

measuring customer experience

Nike case study

Nordstrom case study

overview

products as portals to customer experience

Fuego grill case study

overview

THX case study

Wal-Mart case study

W Hotels case study

customers

customer experience supply chain. See also products

being the customer

BMW case study

Container Store case study

creating equity with customers

designing customer experience

Home Depot case study

IKEA case study

importance of

iPod case study

managing

Nike case study

Nordstrom case study

overview

products as portals to customer experience

THX case study

Wal-Mart case study

W Hotels case study

emotional connection with customers

brands

impact of design

importance of

iPhone

Logitech Harmony Remote

Microsoft case study

Swiffer case study

Vicks VapoRub case study

human interaction

Apple case study

building into design

understanding how customers feel about products

D

Davidson, William

Dell computers

design communication

loss of authenticity

Dell, Michael S.

design. See also brands; products

becoming a design-driven company

Apple case study

awareness

commitment

cost factors

design–driven focus

events driving design–driven companies

executive leadership

Hilton hotels

human factor

implementation

implementation of new approaches

Interface case study

manufacturing

Polaroid case study

quick to prototype and market

relationship between designers and engineers

Samsung case study

Starbucks case study

Target case study

thinking differently

understanding how customers feel about products

vigilance

Cirque du Soleil case study

customer experience supply chain

being the customer

BMW case study

Container Store case study

creating equity with customers

designing customer experience

Home Depot case study

IKEA case study

importance of

iPod case study

managing

Nike case study

Nordstrom case study

overview

products as portals to customer experience

THX case study

Wal-Mart case study

W Hotels case study

design-driven culture

Amazon.com case study

Apple case study

Chez Panisse example

Cirque du Soleil case study

as competitive advantage

Dell case study

importance of

Motorola case study

The Sharper Image case study

Whole Foods case study

design language

BMW case study

creating

definition

IKEA case study

importance of

products as communication

strategy

telling a story

difficulty of

emotional connection with customers

brands

importance of

impact of design

importance of

iPhone

Logitech Harmony Remote

Microsoft case study

Swiffer case study

Vicks VapoRub case study

human interaction

importance of

Apple case study

Motorola Razr case study

industrial design

iPod case study

Macintosh computers

primacy of human element

as process

as relationship between company and customers

transparency to users

design-driven culture

Amazon.com case study

Apple case study

becoming a design-driven company

Apple case study

awareness

commitment

cost factors

design-driven focus

events driving design–driven companies

executive leadership

Hilton hotels

human factor

implementation

implementation of new approaches

Interface case study

manufacturing

overview

Polaroid case study

quick to prototype and market

relationship between designers and engineers

Samsung case study

Starbucks case study

Target case study

thinking differently

understanding how customers feel about products

vigilance

Chez Panisse example

Cirque du Soleil case study

as competitive advantage

core aspects of design-driven companies

authenticity

focus

long-term

originality

overview

repeatability

vigilance

Dell case study

importance of

Motorola case study

The Sharper Image case study

Whole Foods case study

design-driven focus

designers

business credibility

relationship with engineers

design language

BMW case study

creating

building it in

building on who you are

characterizing what makes your company vital

owning the idea of who you are

definition

IKEA case study

importance of

products as communication

strategy

telling a story

Designworks

Di Camillo, Gary

difficulty of design

Donner, Mindy

Dragone, Franco

Dr. Dre

D-School (Stanford)

Dubai, Burj Al Arab Hotel

E

The Ecology of Commerce (Hawken)

education programs in customer-experience thinking

emotional connection with customers

brands

impact of design

importance of

iPhone

Logitech Harmony Remote

Microsoft case study

Swiffer case study

Vicks VapoRub case study

engineers, relationship with designers

equity, creating with customers

Esslinger, Hartmut

executive leadership

training in customer-experience thinking

F

Fadell, Tony

Farber, Betsey

Farber, Sam

focus

Frog Design

Fuego grill

FuseProject

G

Garmin Nuvi GPS

Gauthier, Daniel

Geek Squad

GEICO

General Housewares Corporation

Good Grips

Gose, Myra

Graves, Michael

H

Haier

Harley-Davidson

Harmony Remote (Logitech)

Hart, Sara

Hawken, Paul

Hawkins, Robert J.

Heyer, Stephen J.

Hilton, Conrad

Hilton hotels

Hilton, Paris

Holman, Tonlinson

Home Depot

Hooydonk, Adrian Van

human element, importance in design

human interaction, building into design

Hyundai

I

IBM ThinkPad

IKEA

customer experience supply chain

design language

iMac

implementing design-driven culture

industrial design

Interface

Iovine, Jimmy

iPhone

emotional connection with customers

introduction of

iPod

customer experience supply chain

design

introduction of

Isherwood, Christopher

Ive, Jonathan

J

JetBlue

Jobs, Steve

focus on customer experience

involvement in iPod project

Jones Soda Company

K

Kia

Kindle

Knauss, Ben

Kohler, Herb

Koo, Ki–seol

L

Laliberté, Guy

Land, Edwin

language. See design language

La Quinta Inn

Lee, Kun–Hee

Lenovo, IBM ThinkPad

leverage

Levi Strauss

Lexus Rx400h

living nature of brands

Logitech Harmony Remote

logos

Apple logo

versus brands

long–term thinking

Lucas, George

M

Macbook Air

Macintosh computers

managing customer experience supply chain

manufacturing in design-driven companies

Mao Zedong

market, quickness to

MasterCard "Priceless" campaign

measuring customer experience

Microsoft

Miho, James

Motorola

brand value

Razr

N

Nardelli, Bob

New Coke

Newmyer, Marty

Nike

Nomad.

Nordstrom

Nouvelle Expérience (Cirque du Soleil)

Nuvi GPS (Garmin)

O

Oakey, David

originality

OXO

P

P&G (Procter & Gamble)

Swiffer

Vicks VapoRub

Paasschen, Frits van

Polaroid

PortalPlayer

"Priceless" campaign (MasterCard)

process, design as

Procter & Gamble (P&G)

Swiffer

Vicks VapoRub

products

as communication

Haier case study

as portals to customer experience

Fuego grill case study

overview

programs in customer-experience thinking

prototypes, quickness to

R

Razr (Motorola)

repeatability

research

Research In Motion (RIM)

Richardson, Lunsford

RIM (Research In Motion)

risk

Rose, Frank

Ruimin, Zhang

Rx400h (Lexus)

S

Samsung

Schoonover, Phil

Schultz, Howard

Scully, John

The Sharper Image

Solenium

SoundJam MP

Stanford University D-School

Starbucks

Steinberg, Janice

Sternlicht, Barry

Stolk, Peter van

Success Built to Last

Swiffer

T

Target

Teratex

thinking differently

ThinkPad

THX

time compression

Toyota

training in customer-experience thinking

transparency of design to users

V

value

VapoRub (Vicks)

Vick, Josua

Vicks VapoRub

vigilance

Virgin Airlines

Volvo

W

Wabi

Wal-Mart

Walton, Sam

Waters, Alice

West, Mae

Whole Foods

W Hotels