Experience Review
Stand out. Be remembered. Be recommended. Be worth paying more for.
What is an Experience Review and why it matters
People don’t remember what you offer - they remember how you make them feel. And this is especially true today when products, services, brands, and prices are increasingly alike.
An Experience Review helps you understand the product you are delivering - and turn it into a unique and powerful experience. Because if your customers can’t feel it, it won’t stick.
An Experience Review is an expert-led assessment of an existing experience - such as a product, service, customer journey, place, event, brand activation, process, or concept. The purpose of an Experience Review is to reveal opportunities for a radical increase in experience value - and, as a consequence, income. It delivers clear insight you can act on, and concrete directions for improvement.
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During an Experience Review, the experience is observed, analyzed, and assessed end to end. The focus is on how it feels, where meaning and memorability are created, and where friction either strengthens or weakens perceived value. The insights are based on professional judgment, pattern recognition, and proven experience frameworks.
At the core of the review are three simple questions:
How does it feel?
What creates that feeling?
Where is value amplified - or lost?
We pay particular attention to friction - not only as something to remove, but as something to understand. Smooth and seamless experiences often work well, but when everything feels frictionless, experiences can also become forgettable.
Sometimes, carefully designed friction is what creates attention, memory, and meaning. -
The Experience Review results in clear insight and well-founded conclusions - not abstract analysis or long reports that end up on a shelf.
You get:
Key experience insights and conclusions
Strengths and hidden potential
Critical friction points
Concrete directions for improvement - from low-hanging fruit to directions for more radical experience innovation
A shared language for experiences inside your organization
A solid starting point for prototyping, testing, and exploring new directions
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The Experience Review is for organizations that:
care about how their experience is actually felt
operate in markets where quality and price have converged
want to stand out, be remembered, and be worth paying more for
are ready to look beyond data alone and engage with lived experience
It is especially relevant for brands within industries like tourist/leisure and destination experiences, hospitality, horeca, cultural offerings, retail and experience-based offerings in general - but applies wherever people’s choices are shaped by how something feels.
Get key experience insights
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Find strengths and hidden potentials
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Locate critical friction points
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Outline strategic directions
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Get key experience insights / Find strengths and hidden potentials / Locate critical friction points / Outline strategic directions /
The book behind the Experience Review
The Experience Review is grounded in years of work exploring how experiences shape perception, memory, meaning, and choice. This thinking has been developed through hands-on collaboration with organizations across industries, always with a focus on the people the experience is meant for.
The framework is captured in the book Catch the Feeling – The Art of Creating Meaningful Experiences, which introduces a human and practical way of understanding experiences – not as processes or touchpoints, but as something people feel, remember, and carry with them.
The Experience Review is where this thinking becomes actionable. It translates the book’s insights into a concrete method for examining real experiences and identifying where meaning, relevance, and value are created – or lost.
In short:
The book explains why experience matters.
The Experience Review shows how to work with it in practice.
Let’s have an Experience Conversation!
Before reviews, recommendations, or decisions, we start with a conversation.
We offer a free Experience Conversation. A chance to explore your experience, your challenges, and what really matters to the people you care about.
Sometimes it leads to collaboration. Sometimes it simply leads to insight.
FAQ
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An Experience Review reveals where real value is created, strengthened, weakened, or lost in the actual experience. It goes beyond metrics, surveys, and internal assumptions to show what people truly experience – and why it matters.
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When sales decline, conversion drops, loyalty weakens, or when improvements fail to deliver results. It is also the right choice when you want to move away from price pressure and short-term tactics, and instead compete through value and experience.
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An Experience Review applies to real, lived experiences such as services, programs, environments, platforms, arenas, activities, and processes. The core focus is where value is actually delivered. It could be a stay, use, or participation – while also covering all relevant digital and physical touch points as part of the overall experience.
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An Experience Review helps attract more customers, increase retention, and unlock additional revenue through cross-sell and upsell. It also supports higher willingness to pay, and giving recommendations.
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Yes. An Experience Review often reveals elements that add cost but not value to the experience. This can include staffing, communication, or contextual elements that can be simplified or removed without weakening the core experience.
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You receive a clear, actionable review presented live by experts, supported by a concise presentation deck. The output highlights strengths, value gaps, and critical friction points, and outlines prioritized opportunities, first steps, and potential strategic directions.