“From ‘user experiences’ to ‘The Experience Economy’ to ‘designing for experiences,’ not to mention ‘brand experiences,’ ‘customer experience management,’ and ‘experiential marketing’ — experiences are definitely the topic du jour. But with so many different perspectives, each with substantial merit, I found myself asking what creates a great experience? ….Intent on resolving these various perspectives, I began exploring how it is that these different elements work together to complement each other. The resulting framework structures all the elements that contribute to a good (or bad!) experience, and provides a context for the various activities (both internal and external to an organization) that play a role in defining a person’s perception of a product or service.” (Thanks NIXON*NOW!)