Marketing experience / customer quest experience

Description

Topic 2: Customer/guest experiences (approx. 400-500 words) Having read the Pine and Gilmore (1998) and Walls et al (2017) articles (available in Topic 1 above) on Moodle (and others if you wish), compile an appropriately-referenced academic definition of “experiences” in this context.  Discuss why organisations should move towards creating experiences for customers/guests. Consider an organisation familiar to yourself – what is this organisation and what is their central business activity? Where do you think this organisation ‘sits’ on the scale of offering ordinary or extra-ordinary experiences (Walls et al, 2017)?  Explain your thinking on this, and consider whether this might vary for different individuals (ie would the experience be ‘ordinary’ for some people but ‘extra-ordinary’ for others?  Why?). What are ‘touchpoints’?  In the organisation you have chosen, outline the experience touchpoint journey from start to finish. Write approx. 400-500 words covering all of the above points – use an appropriate structure and Harvard referencing.