Marketers have for long been harping on ‘creating experiences’ and ‘going beyond the product’.
My question:
Is product a part of the experience? Or, is experience a part of the product?
We have Venn diagrams and we have sets and subsets and such concepts and theories. And yet when it comes to behaving, operating and moving in this world to organize ourselves and accomplish certain things, these concepts can lead us astray.
If product is a part of the experience, then experience would need a name and need a software like charting of paths and protocols. Once that is done experience becomes the product or part of the product. In which case, it would be great to begin with the premise that ‘experience is a part of the product’. And then look at how expansive or how narrow you want the experience to be for your customers. Then you look at effectiveness, productivity and efficiency and other measurements that you have.
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