Being an experience-led organization

Notas do Editor

1. YHA Australia operates a network of 120+ hostels serving the needs of budget travelers - backpackers - in Australia. Some hostels are owned & operated by YHA, whereas others are affiliate hostels owned and operated independently.
2. what does the guest lifecycle look like, and what are the characteristics of the experience at each point in that lifecycle; in order to deliver on that desired experience, what does the business need to be doing; and what are the technology requirements or features needed to support these business functions.
3. Workshops: 2 half-day workshops with stakeholders Observational research: 2 days Interviews: with subject-matter experts within the hostels & Association SocialMention, search.twitter.com, google
4. http://blogs.harvardbusiness.org/merholz/2009/06/a-framework-for-building-custo.html http://www.flickr.com/photos/brandonschauer/3363169836/
5. Swap to view of PDF deliverable (cannot be posted)
6. This step provided the organisation with much greater clarity around their intended service characteristics. It helped to highlight areas where they simply can’t deliver today...
7. Adaptive Path - Subject to Change - http://www.amazon.com/Subject-Change-Creating-Products-Uncertain/dp/0596516835/ref=sr_1_1?ie=UTF8&s=books&qid=1255260314&sr=8-1 Steve Baty - What is experience strategy? - http://johnnyholland.org/2009/06/04/what-is-an-experience-strategy/ Steve Baty - Being an experience-led organisation - http://johnnyholland.org/2009/06/30/being-an-experience-led-organization/ Peter Merholz - A framework for building customer experiences - http://blogs.harvardbusiness.org/merholz/2009/06/a-framework-for-building-custo.html Brandon Schauer - http://www.flickr.com/photos/brandonschauer/3363169836/