Comments on: Alignment: Pulling together to deliver better experiences http://experiencematters.criticalmass.com/2008/05/22/alignment-pulling-together-to-deliver-better-experiences/ great customer experiences and what it takes to pull them off Wed, 06 Apr 2011 13:02:52 +0000 hourly 1 http://wordpress.org/?v=3.1 By: Michael Graber http://experiencematters.criticalmass.com/2008/05/22/alignment-pulling-together-to-deliver-better-experiences/#comment-745 Michael Graber Thu, 22 May 2008 21:03:01 +0000 http://experiencematters.criticalmass.com/?p=286#comment-745 Our Studio helps clients with experience alignment. It is how we sell our services and what we produce for clients. We start with an in-depth analysis of their company and culture, their offerings, the competition, the particular market, the general marketplace. Then, we map out every touch point that all audiences have with the company and their services and/or products. The process is half math and metrics based and half gathering perceptions and tuning each experience with a overarching organizing principle. We offer prototypes or sketches for product improvements and marketing support for internal and external parties. Ultimately, the brand moves back upstream in this process, influencing the systems thinking of the organization when they are open to change and willing to move ahead. Our Studio helps clients with experience alignment. It is how we sell our services and what we produce for clients. We start with an in-depth analysis of their company and culture, their offerings, the competition, the particular market, the general marketplace. Then, we map out every touch point that all audiences have with the company and their services and/or products.

The process is half math and metrics based and half gathering perceptions and tuning each experience with a overarching organizing principle. We offer prototypes or sketches for product improvements and marketing support for internal and external parties.

Ultimately, the brand moves back upstream in this process, influencing the systems thinking of the organization when they are open to change and willing to move ahead.

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