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Classroom Contents
The Experience-Centric Organization
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- 1 Intro
- 2 Electric cars now and then
- 3 The experience economy
- 4 From function to emotion
- 5 Idealistic needs
- 6 Customer experience as the key competitive differentiator
- 7 Quote by Lisa Feldman Barrett
- 8 Even B2B
- 9 Desirability
- 10 Mini task
- 11 Crafting a way forward
- 12 Put purpose at the core of your strategy
- 13 1. Start with the experience
- 14 2. Be honest about ambition & position
- 15 3. Develop a terminology & use it
- 16 4. Integrate deep customer empathy
- 17 5. Find your mix
- 18 6. Focus upon the customers' experiential journey
- 19 7. Define your personality
- 20 8. Sweat the big things & the detail
- 21 9. Experience is viewed through the customers' eyes
- 22 10. Understand that this relates to the whole organization
- 23 11. We are all designers
- 24 12. Plan your organizational maturity journey
- 25 Conclusion
- 26 Outro
