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"In an increasingly experience-driven economy, companies that deliver great experiences thrive, and those that do not die. Yet many organizations face difficulties implementing a vision of delivering experiences beyond the provision of goods and services while students and aspiring professionals struggle to piece together the principles of experience design from disparate, often disconnected disciplines and approaches.In this book, J. Robert Rossman and Mathew D. Duerden present a comprehensive and accessible introduction to experience design. They synthesize the fundamental theories and methods from multiple disciplines and lay out a process for designing experiences from start to finish. Rossman and Duerden challenge us to reflect on what makes a great experience from the user's perspective, drawing attention to both the macro and micro levels. They present interdisciplinary research underlying key concepts such as memory, intentionality, and dramatic structure in a down-to-earth style. Designing Experiences features detailed instructions and numerous real-world examples that clarify theoretical principles, making it useful for students and professionals. An invaluable overview of a growing field, the book provides readers with the tools they need to design innovative and indelible experiences." -- Publisher's description.

Customer relations. --- Customer services. --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Customer relations --- Business --- Public relations --- Consumer affairs departments --- Customer advisory boards --- Relationship marketing --- Customer services --- Experience --- Target marketing --- Market targeting --- Target markets --- Marketing --- Knowledge, Theory of --- Philosophy --- Psychology --- Reality --- Pragmatism --- E-books --- Experience. --- Target marketing.

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