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Experience Optimization Explained


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Experience Optimization Explained

  1. 1. What is “Experience Optimization”?
  2. 2. Let’s break down the term “Experience Optimization”: Experience…. Optimization…. Pronunciation: Pronunciation: ˈäp-tə-mə-ˈzā-shən ik-ˈspir-ē-ən(t)s : an act, process, or : the accumulation of methodology of making knowledge or skill that something as fully results from direct perfect, functional, or participation in events or effective as possible. activities. quot;experience.quot; Merriam-Webster Online Dictionary. 2009. quot;optimization.quot; Merriam-Webster Online Dictionary. 2009. Merriam-Webster Online. 4 March 2009 Merriam-Webster Online. 4 March 2009 <> <>
  3. 3. At, we define Experience Optimization as “the accumulation of knowledge through active participation in an attempt to make something as fully perfect, functional or effective as possible.”
  4. 4. Presumption of Logic “Experience Optimization” protocol is rooted in the science of Appreciative Inquiry (AI). AI was co- created in the early 1990’s by Dr. David Cooperrider and Dr. Ron Fry and their colleagues at Case Western Reserve University. It is based on these four principles; 1. CONSTRUCTIONIST PRINCIPLE 2. POETIC PRINCIPLE 3. POSITIVE PRINCIPLE 4. PRINCIPLE OF SIMULTANEITY
  5. 5. Areas of Experience Optimization Customer Leadership Employee
  6. 6. Let’s look more specifically at Customer Customer Experience Optimization. By definition, we actively collect data to derive knowledge in an attempt to make each customer’s experience as effective as possible.
  7. 7. How do we actively collect this data? Customer Directly or indirectly we gain data from the following activities: • Appreciative Interviews • Observation • Survey
  8. 8. Next, we utilize the AI 4D process of… Customer Discovering or Appreciating; “What gives life” Dreaming or envisioning; “What might be” Designing or co-constructing; “What will be” Deploy and sustain; “What needs to be”
  9. 9. In conclusion, an experience optimization program designed by Matt Selker immediately impacts your bottom line and increases your organizational value by; 1. Differentiating you from the competitor. 2. Encouraging sustainable competitive advantage. 3. Improving Customer Lifetime Value (CLV). 4. Increasing customer loyalty. 5. Creating greater industry barriers of entry. 6. Increasing organizational energy. 7. Initiating a generative conversation.
  10. 10. 814.860.9807