Experience Management
Examining how companies create experiences for customers
Increasingly, companies are focusing on providing their customers with memorable experiences rather than just products and services. These experiences are seen as a powerful way to differentiate from competitors, increase revenue and boost customer loyalty.
Professor Chris Voss is leading a team of researchers studying Experience Design and Management. Projects include:
Trends in the experience and service economy: the experience profit cycle (2004)
This study examines trends in the service economy involving the creation of experiences and identifies factors associated with business success in this area.
Experience and the brand (2005)
Examining the relationship between experience and brands, this research included a field study of over 20 organisations, applying experience management to support existing businesses, build new ones and create innovative ways of connecting with customers.
New strategies in experience and leisure (2005)
This study focused on innovators and innovations in the experience and leisure industry.
Wanted: Chief Experience Officer (2006)
This study surveyed FTSE 100 companies in the UK to examine companies' attitudes towards and organisation for customer experience. While many companies saw managing the customer experience as important, few had allocated the responsibility for this task.
Designing for experience (2006)
This two-part study examined the design of experiential services and destinations from an operations strategy perspective, and addressed the question how focusing on the customer experience changes the way services and service delivery processes are designed.
Academic papers
A series of academic papers are being written based on the research described above. The first paper is: Voss C.A., Roth A.V. and Chase R.B. (2007) "Experience, Service Operations Strategy, and Services as Destinations: Foundations and Exploratory Investigation", Production and Operations Management, forthcoming.
