28 Sep '14, 5pm

Every Company Is An Experience Company

Every Company Is An Experience Company

To illustrate what I mean I think back to my original “Gap Scenario ” from nearly five years ago. I imagined what it might be like to visit a retail outlet like Gap a few years from now. I paint a picture where the experience that any given shopper might have in a Gap store (or any other retail outlet) is distinct and seamless, because Gap has woven together a tapestry of data, technology platforms, and delivery channels that turns a pedestrian trip to the mall into a pleasurable experience that makes me feel like the company understands and values me. I’m a forty-something Dad, I don’t want to spend more than 45 seconds in Gap if I don’t have to. My daughter, on the other hand, may want to wander around and engage with the retail clerks for 45 minutes or more. Different people, different experiences. It’s Gap’s job to understand these experience flows and design around th...

Full article: http://battellemedia.com/archives/2014/09/every-company-e...

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