Episode #238: EXPERIENCE ECONOMY SERIES PART 4 - MAPPING

Installment number four, of our six-part series, examines customer micro-journeys.

Businesses often create dozens of small, customer experiences during the transaction process. It is in these small segments of the purchase that favorable impressions can be won, or lost. Better yet, these components often carry the weight of success or failure in the mind’s eye of the customer. As an example, this episode covers the 39 Standard Experience Events (S.E.E.) tucked inside a trip to sit-down restaurant. Cheers!  

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