in Business Design

Meg Whitman on the Strategic Advantage of Design

Alex Kirtland blogged Whitman’s comments from eBay’s Q2 analyst conference call, where she said “making improvements to the user experience is one of our main strategic priorities.” See Alex’s post for the full quotes.

As I gather more examples I’m feeling more confident in my theory that strategic delivery points — gaining a sustainable competitive advantage in customer delivery — helps companies thrive on the Internet but offline as well, even in the absence of other strengths or compensating for other weaknesses.

  1. It’s great to see more companies investing in the experience. It would be interesting to understand the difference between Strategic Delivery Points and the Journey Map Voting Point.

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