A solution is a delivered bundle of products, services, and experiences
The ratio of products, services, and experiences in a solution can vary along a continuum where in some instances there might be 100% product and 0% services and vice versa, or any combination in between. The delivery of the solution also inevitably creates experiences for the Customer. These inevitable experiences can be either positive, negative, or anywhere in between. Although it is obvious that it is the Customer that chooses both how to interpret his or her experiences and which emotions will be attributed, it is our responsibility to determine what the respective Customer expectations are and to meet or exceed them.