Vol. 10, No. 2, Spring 1999

Monty Montague, Design Principal, BOLT

From brand vision to product delivery and use, there are many points of contact in an effective customer encounter. Monty Montague urges managers to weave these into a unified and coherent experience. Given the number of decision makers involved in the process, this is easier said than done. Amplifying his points with examples, Montague suggests approaches for achieving this integration with an emphasis on the contributions design makes to a sensually rich, but holistic, experience.

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