Source / evidence basis · Public source
People pay for solutions.
People pay for convenience.
People pay for experiences.
A framing circulating in a short business video. Credit: David Imonitie (@davidimonitie).
Our reading
Experience is not merely the third item. It is how the customer judges the first two.
Enterprise implication
Did you solve my problem?
How difficult did you make it?
How did your organisation leave me feeling?
That experience is produced by the relationship between:
Promise · Product · Process · Technology · Employee · Policy · Outcome
Current 33Aspects relevance
Being designed33Aspects is being designed around this connected view: understand how the experience is felt, identify the capabilities and organisational relationships producing it, and connect improvement with outcomes that can be evidenced.
So perhaps the real question for a business is not: do we sell a solution, convenience or an experience?
It is: does the solution work, does the effort disappear, and does the customer feel that the promise was kept?
Because Customer Experience is not the third thing.
It is the customer’s verdict on the whole system.