EXPERIENCE ECONOMY: INDUSTRIES INTERRUPTED

ALLUVIO

ALLUVIO

KEY STAFF

CLINT BROWN, CEO LAUREN FORSCH, COO

ABBIE RANSCHAU, CLOAARON HULTGREN, CFO

Alluvio’s team is full of recovering perfectionists who are obsessed with the flow of things.

HOW DO ECONOMIES CHANGE?

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PROGRESSION OF ECONOMIC VALUE

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ECONOMIC DISTINCTIONS

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THE CHARACTERISTICS OF EXPERIENCES

▸ Design an experience that customers judge to be worth the price

▸ Design, marketing, and delivery are AS crucial as they are for goods

▸ Customer participation

▸ Spectrum of passive to active participation

▸ Connection (environmental relationship) that unites customers

▸ Spectrum of absorption to immersion

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FOUR REALMS OF AN EXPERIENCE

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EXPERIENCE-DESIGN PRINCIPLES

1. Theme the experience

2. Harmonize impressions with positive cues

3. Eliminate negative cues

4. Mix in memorabilia

5. Engage all five senses

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AIRBNB CITY HOST

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AIRBNB CITY HOST

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AIRBNB CITY HOST

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EXPERIENCE-DESIGN PRINCIPLES: THEME THE EXPERIENCE

▸ Envision a well-defined theme

▸ Organize the impressions they encounter

▸ Effective theme is concise and compelling

▸ Unified story line that wholly captivates the customer

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EXPERIENCE-DESIGN PRINCIPLES: HARMONIZE IMPRESSIONS WITH POSITIVE CUES

▸ Impressions are the “takeaways” of the experience; they fulfill the theme

▸ Introduce cues that affirm the nature of the experience to the guest

▸ Unplanned or inconsistent visual cues can leave a customer lost or confused

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EXPERIENCE-DESIGN PRINCIPLES: ELIMINATE NEGATIVE CUES

▸ Experienced stagers will eliminate anything that distracts, diminishes, or contradicts from the theme

▸ Poor service is the best way to commoditize your product

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EXPERIENCE-DESIGN PRINCIPLES: MIX IN MEMORABILIA

▸ Certain goods have always been purchased for the memories they convey

▸ Physical reminder of the experience

▸ Strive to have guests want and would pay for memorabilia to commemorate their experiences

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EXPERIENCE-DESIGN PRINCIPLES: ENGAGE ALL FIVE SENSES

▸ Sensory stimulants that accompany an experience should support and enhance the theme

▸ The more senses engaged, the more effective and memorable it can be.

▸ Be aware of what may or may NOT be good sensory combinations

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CUSTOMER JOURNEY SAMPLES

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CUSTOMER JOURNEY SAMPLES

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CUSTOMER JOURNEY HANDOUT

The Experience Economy

Written by B. Joseph Pine II and James H.

Gilmore