Experiences are everywhere. Some are big and some are small. Some are specifically designed and others occur randomly. The list of experiences is long and there are many to choose from. The term experience has been a keyword in today’s society since Pine and Gilmore introduced the Experience Economy in 1999. It comes as no surprise that experiences, in the modern world, are more and more important from both a customer and a business point of view. From this perspective we want to contribute to the field of communication and performance design with the study of how and why narratives occurs based on a meaningful costumer experience.On the assumption that, when a company has done something exceptional with the design of a costumer experience, it demands that the narrative of the experience becomes a part of the customers own narrative.This paper will therefore look at two different cases; Nespresso and Mond, to examine what kind of narratives are told. The cases are chosen by the five criteria below:•The experience at the store is shared post the experience•All customers get the same experience•As a costumer you by a (unique) product •The setting of the store is exclusive setting and the sales assistants wear uniforms•The service is thorough and the product is customized to the individual costumerThrough our theoretical framework of understanding we analyse the two cases based on the empirical data gathered by doing qualitative interviews and participant observation. These methods were combined with the approach of the first three steps of Otto Scharmer’s Theory U. Our thesis argues that the costumer experiences in both Nespresso and Mond have an impact on the customers. This is because both experiences are embedded in the body and evaluated. There bye it becomes a reflected choice for most customers to return to the store.Our conclusion is that the narrative of the customers occurs when the customers have a positive attitude toward the product and have either positive or negative emotions connected to the elements that are a part of the costumer experience. One last but very important thing is, that the product should have a significant meaning or motivation and make the costumer a better version of him or her self.
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机译：经验无处不在。有些很大，有些很小。有些是经过专门设计的，而另一些则是随机发生的。经验清单很长，有很多可供选择。自从Pine和Gilmore于1999年推出“体验经济”以来，“体验”一词已成为当今社会的关键词。毫不奇怪，从客户和业务的角度来看，现代世界中的体验都变得越来越重要。从这个角度出发，我们希望基于有意义的客户体验来研究叙事方式和原因，从而为交流和绩效设计领域做出贡献。假设一个公司在客户体验设计方面做得非常出色，它要求体验的叙事成为客户自己叙事的一部分。因此，本文将着眼于两种不同的情况。奈斯派索（Nespresso）和蒙德（Mond），研究讲述哪种叙事。根据以下五个条件选择案例：•商店的经验是在经验之后共享的•所有客户都将获得相同的经验•作为顾客，您通过（独特）产品•商店的设置是专有设置，并且销售助理穿着制服•服务周到，产品根据个人需求量身定制通过我们的理论理解框架，我们通过定性访谈和参与者观察收集的经验数据来分析这两种情况。这些方法与Otto Scharmer's Theory U的前三个步骤相结合。我们的论文认为，Nespresso和Mond的客户体验对客户有影响。这是因为两种体验都被嵌入并被评估。再见，这成为大多数顾客返回商店的反映选择。我们的结论是，当顾客对产品持积极态度并且与正面或负面情绪相关联时，就会发生顾客的叙述。客户体验的一部分。最后但非常重要的一件事是，该产品应该具有重要的意义或动机，并使客户成为自己的更好版本。
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