On Jun 7, 2009, at 8:53 PM, Steve Baty wrote:
"An experience strategy is that collection of activities that an
organization chooses to undertake to deliver a series of (positive,
exceptional) interactions which, when taken together, constitute an
(product or service) offering."
We might also explicitly address Peter's criticisms by adding
something like:
"... incorporating a coherent experience vision, organizational
philosophy, and plan."
Does that work better for people?
I think it works better.
I'm still concerned about "...constitute an (product or service)
offering." though.
If you use a Joseph Pine-style definition (http://is.gd/SgJ3), you see
an evolution of product -> service -> experience. Experience spans a
single instantiation of product or service. Experience is the sum of
all touchpoint interactions, across the lifetime of the relationship
between the user and the organization.
Not sure how you adjust your clause to move beyond a single
instantiation.
Jared
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