Framework
Experience Economics
What an organization produces for the people it serves, what the gaps between intention and delivery cost, and where the highest-return actions sit.
The question
Most organizations understand that there is value in customer experience, but it is challenging to quantify. Experience Economics enables organizations to understand that value — in dollar terms, or in other terms that matter: occupancy, participation, user flow, removing frictions, or social outcomes. It enables organizations to tie customer experience behaviours across the journey to the way the organization makes money and serves its users. This makes it possible to know where to prioritize action.
The framework identifies where the gaps between what an organization delivers and what its customers, patients, or citizens actually experience are costing the most, and where small changes will produce the largest return.
The work is delivered through diagnostics, custom-built modelling tools, and direct advisory support to senior leaders. It applies to healthcare clinics, public service institutions, performing arts organizations, and any service organization where capacity and customer behaviour are connected.
How I work
Diagnostic
A structured assessment that maps where experience gaps sit and prices each one in economic terms. The output is a ranked plan with clear priorities.
Tools
Custom-built modelling and decision-support tools that make complex trade-offs visible and support investment cases that hold up under scrutiny.
Advisory
Direct strategic support to senior leaders on experience governance, service design, and the operational changes that will move the right numbers.
From the field
Foundation & Fundraising
The giving system was the story
A charitable foundation had strong donor relationships and a clear mission. What it didn't have was a giving experience that matched either.
Read →For-profit medicine
The money was already in the practice
A private clinic came in asking about marketing spend. The economics pointed somewhere else.
Read →Work with Scott
Every engagement starts with a conversation about where the gaps are and whether Experience Economics is the right fit.
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