No. I guess I'm saying that an offering implies a single instance at a
single moment, like buying a coffee.
An experience is something that has (potentially) a long time span
with (if we're lucky) hundreds or thousands of offerings.
It's clear that Apple's strategy of providing the Apple store helps
make the experience of being an iPod owner better. And it's clear that
Apple's focus on great design makes the iPod into a fashion statement.
One *could* look at these as part of the iPod offering, but I think
it's something much bigger.
Jared
On Jun 7, 2009, at 9:18 PM, Steve Baty wrote:
Jared,
Are you OK with the notion of an offering? The (product or service)
part was put in there to give something specific by way of example,
otherwise it was feeling too vague.
Steve
2009/6/8 Jared Spool <[email protected]>
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
--
Steve 'Doc' Baty | Principal | Meld Consulting | P: +61 417 061 292
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