The Experience Economy: Industries Interrupted What is the Experience Economy and how does it effect your business? This class will focus on the economy of selling goods and services by emphasizing the effect they can have on people’s lives. We’ll explore the hospitality industry as an example, ushering in a new wave of experience-based businesses. Keep your company from becoming a commodity.

1. EXPERIENCE ECONOMY: INDUSTRIES
INTERRUPTED
ALLUVIO

2. 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.

3. HOW DO ECONOMIES
CHANGE?

4. ALLUVIO
PROGRESSION OF ECONOMIC VALUE

5. ALLUVIO
ECONOMIC DISTINCTIONS

6. ALLUVIO
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

7. ALLUVIO
FOUR REALMS OF AN EXPERIENCE

8. ALLUVIO
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

9. ALLUVIO
AIRBNB CITY HOST

10. ALLUVIO
AIRBNB CITY HOST

11. ALLUVIO
AIRBNB CITY HOST

12. ALLUVIO
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

13. ALLUVIO
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

14. ALLUVIO
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

15. ALLUVIO
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

16. ALLUVIO
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

17. ALLUVIO
CUSTOMER JOURNEY SAMPLES

18. ALLUVIO
CUSTOMER JOURNEY SAMPLES

19. ALLUVIO
CUSTOMER JOURNEY HANDOUT

20. The Experience
Economy
Written by B. Joseph
Pine II and James H.
Gilmore