By accident I stumbled upon an article from Bruce Tempkin written in 2009 on the LEGO experience wheel. It reminded me that some tools we need for customer experience management are pretty down to earth but massively useful. The customer experience wheel is one of them.
The wheel is a lightweight version of an experience map that mentions the key experience points, only. In comparison to more complex journey maps, it is a circle and reminds you of the fact that an experience should not be a one-off, but a recurring activity that customers love to perform over an over again. Have a look at it!
