Enabling total customer experience

I have just started reading “Do you matter?” by Apple design guru Robert Brunner and Stewart Emery. In the very first chapter I came across a paragraph which is just too good to be read alone The iPod is an iconic product of our time, a glorious example of design and business success. So close your eyes and imagine you’re holding an iPod. Now take away iTunes, take away the ability to buy the song you like for 99ยข without having to pay $15 for a dozen more on a CD you don’t want, lose the ability to create play lists, cut out the packaging, take out the ads, delete the Apple logo, and shutter all the Apple stores.