Time is limited. Attention is scarce. Are you engaging your customers?
Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral?
Welcome to the Experience Economy, where businesses must form unique connections in order to secure their customers' affections--and ensure their own economic vitality.
This seminal book on experience innovation by Joe Pine and Jim Gilmore explores how savvy companies excel by offering compelling experiences for their customers, resulting not only in increased customer allegiance but also in a more profitable bottom line. Translated into thirteen languages, The Experience Economy has become a must-read for leaders of enterprises large and small, for-profit and nonprofit, global and local.
Now with a brand-new preface, Pine and Gilmore make an even stronger case for experiences as the critical link between a company and its customers in an increasingly distractible and time-starved world. Filled with detailed examples and actionable advice, The Experience Economy helps companies create personal, dramatic, and even transformative experiences, offering the script from which managers can generate value in ways aligned with a strong customer-centric strategy.
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|Publisher:||Harvard Business Review Press|
|Edition description:||Revised ed.|
|Product dimensions:||6.10(w) x 9.30(h) x 1.30(d)|
About the Author
B. Joseph Pine II and James H. Gilmore are cofounders of Strategic Horizons LLP, an Ohio-based thinking studio dedicated to helping enterprises conceive and design new ways of adding value to their economic offerings. They are coauthors of Authenticity: What Consumers Really Want. Pine, who also wrote Mass Customization: The New Frontier in Business Competition, is a Senior Fellow with the Design Futures Council and a Lecturer in Columbia University's Master's Program in Technology Management. Gilmore is an Assistant Professor of Design and Innovation at the Weatherhead School of Management at Case Western Reserve University and a Batten Fellow at the University of Virginia's Darden School of Business.
You can visit the authors at:
Table of Contents
1 Welcome to the Experience Economy 1
2 Setting the Stage 35
3 The Show Must Go On 57
4 Get Your Act Together 93
5 Experiencing Less Sacrifice 109
Intermission: A Refreshing Experience 127
6 Work Is Theatre 135
7 Performing to Form 159
8 Now Act Your Part 183
9 The Customer Is the Product 213
10 Finding Your Role in the World 241
Encore: Exit, Stage Right 263
About the Authors 331