Greg's book is a work of art. I highly recommend it to my clients and other Service Management professionals. The customer is more than king and the experience of the customer is more than a deliverable. An experience is more than a transaction. A relationship is required. The deeper the relationship, the richer the experience. Bravo Greg Olson!!! Well Done! I am a big fan.
Stories and metaphors are excellent learning tools and Greg Olson is a master of them. The Experience Design BLUEPRINT is spot-on and packed with practical insight on what it takes to understand and delight your customers. This book is well written and in plain language (no jargon).
I read this book twice.The author precisely and clearly wrote how to do business. He has perfectly prepared recipes on how to have a successful business. After reading this book I found a better way to keep everything organized. The book is rich an figures in all chapters which helps you to easily understand the text. It is useful for all business categories. I highly recommend this book for anyone running a business.
I keep coming back to The Experience Design Blueprint. I appreciate Greg's information on marketing and have been able to more easily define who my audience is by making the customer come alive. Thanks Greg for helping me see my business through they're eyes Along the Customer Journey, helping me define and build Hellerwork practice in Olympia and Friday Harbor, WA.
I loved his use of analogies and real life stories. I'm not a business person, so some of things weren't clear until he explained them in "lay" terms for me thru the use of the analogies and stories. I've already been able to apply some of the things in his book, to events that I have coordinated, to help them go more smoothly for those attending, as well as those working with me on them.
I found the Experience Design Blueprint particularly valuable because it included so many examples from the real world, many of which I was able to map to my experiences. I appreciate the focus on the customer and on the importance of what the customer is feeling, which is so often overlooked. Greg lays out a clean methodology for evaluating the customer experience that organizations create and I am confident that ours will benefit from the attention that we devote to it.
It's very easy to read and understand, using a vocabulary and tone that are easy to follow. I would recommend this book as required reading for business classes, it's full of intelligent models and great ideas.
Olson’s work takes you to the other side of the table, making you think as a customer. His approach of expressing ideas with examples is very helpful because it helps you to really place yourself in each scenario. The book is rich in figures in all chapters which helps you to easily understand the underlined text. His examples about generosity, represented in various ways, is rich in content and his examples are real world problems that we face every day. I highly recommend acquiring this book.
I had SO much fun reading!Last year I read Tony Hsieh's "Delivering Happiness" about his company Zappos. Since reading it, I've been hungry for another book similar to Tony's energy and thoughtfulness. There are plenty of great people out there (like Jonathan Fields) but what a great thing it was to run across Olson's "The Experience Design BLUEPRINT." Over and over again, I've read that key to building relationships with customers (and maintaining them) is to create an experience for them. It's obvious when you're the customer but not so obvious when you're on the other side, trying to create that experience. I don't know why we lose that perspective.
Experience Design is packed with thoughtful exercises and insight. Though it looks as if Americans are apathetic about the products they purchase, many giant companies have been forced to deal with negative feedback and change their procedures (at the moment, I can only think of political issues). I feel like we're starting to see more companies that understand the importance of the customer feeling the connection with the company itself.
Anyway, I'm excited I stumbled across this book. It's a happy, happy find and well worth the investment. The exercises are fantastic (and for me, something that as become very important as of late).