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
<http://www.merriam-webster.com/dictionary/experience> <http://www.merriam-webster.com/dictionary/optimization>
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3. At mattselker.org, 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.”
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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
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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.
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7. How do we actively collect
this data?
Customer
Directly or indirectly we
gain data from the following
activities:
• Appreciative Interviews
• Observation
• Survey
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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”
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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.
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