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Authors:Simon Clatworthy: Oslo School of Architecture and Design (AHO), Oslo
Publication title:Bridging the gap between brand strategy and customer experience in services: the target experience tool
Conference:Conference Proceedings ServDes.2009, DeThinking Service, ReThinking Design, Oslo Norway 24-26 November 2009
Publication type: Abstract and Fulltext
Issue:059
Article No.:005
Abstract:This paper describes work in progress for the development of a structured process that helps crossfunctional development teams to bridge the gap between a company’s brand strategy and experiences for customers. The process is aimed to assist and structure the very early stages of the service development process, the fuzzy front end. Further, it describes a tool that has been developed that can be used to assist this transformation, by scoping the ’target experience’ for a proposed service. The tool uses role-playing, using professional actors to improvise upon key experience words such that behaviours and customer experiences are explored. The paper describes the theoretical basis for this work, the process and the tool itself, together with early reflections upon its use.
Language:English
Year:2009
No. of pages:21
Pages:43-46
ISBN:978-91-7519-771-5
Series:Linköping Electronic Conference Proceedings
ISSN (print):1650-3686
ISSN (online):1650-3740
File:http://www.ep.liu.se/ecp/059/005/ecp09059005.pdf
Available:2012-09-19
Publisher:Linköping University Electronic Press, Linköpings universitet

REFERENCE TO THIS PAGE
Simon Clatworthy (2009). Bridging the gap between brand strategy and customer experience in services: the target experience tool, Conference Proceedings ServDes.2009, DeThinking Service, ReThinking Design, Oslo Norway 24-26 November 2009 http://www.ep.liu.se/ecp_article/index.en.aspx?issue=059;article=005 (accessed 8/1/2014)