10 Ways to Create and Manage Experiences

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Here’s a great list from the EX Group on how to create and manage experience:

1. Experiences don’t just happen; they need to be planned.

2. Think about the customer experience first—and then about the functional features and benefits of your brand.

3. Be obsessive about the details of the experience.

4. Create a small touch that sums up and stylizes your experience. (The Conrad Hotel in Hong Kong places yellow rubber ducks in its bathrooms—a quirky, memorable touch.)

5. Think situation, not product: "Grooming in the bathroom," instead of "razor"; "casual meal" instead of "hot dog"; "travel" instead of "transportation."

6. Strive for holistic experiences—experiences that are sensory, emotional, thought-provoking and relevant.

7. Track experiences across media: logos, ads, packaging, advertising and websites.

8. Use multiple metrics—from quantitative to verbal to visual. Be explorative and creative and worry about reliability, validity and methodological sophistication later.

9. Consider how the experience changes as the brand expands onto the Web or across international borders.

10. Add dynamism and "Dionysianism" to your company and brand. Most brands are too timid and too bureaucratic. Be ecstatic, passionate and creative.

Source: The EX Group

5 Responses

  1. 10 Ways to Create

    Here is a great post from the Decker Marketing Blog…. Here’s a great list from the EX Group on how to create and manage experience: 1. Experiences don’t just happen; they need to be planned. 2. Think about the customer

  2. Dave Davis says:

    Thanks for posting this….great stuff. I re-posted it on my blog…..

  3. Experiential Divine

    Some great stuff on customer experience today… First, Daddy Types tells us that The Cheesecake Factory brings kids a snack plate while their family is waiting to order and get their food. Sounds like you don’t have to ask for

  4. Mike Bawden says:

    Sam,
    Thanks for this post. I found it to be a great set of thought-starters – definitely something worth reviewing with a client periodically.
    I’ve added this post to my daily round-up of blog posts to review for Monday, 11/21 on my “Much Ado About Marketing” blog.
    Thanks again,
    Mike Bawden
    Brand Central Station

  5. How To Create And Manage Experiences

    Sam Decker, writing on the Decker Marketing blog, provides a handy list of 10 ways to create and manage experiences. This isn’t just a simple checklist of compulsory items you have to complete to have a “branded experience” but, rather, a list of te…

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