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.
Table of contents
- 1. Welcome to the Experience Economy
- 2. Setting the Stage
- 3. The Show Must Go On
- 4. Get Your Act Together
- 5. Experiencing Less Sacrifice
- Intermission: A Refreshing Experience
- 6. Work Is Theatre
- 7. Performing to Form
- 8. Now Act Your Part
- 9. The Customer Is the Product
- 10. Finding Your Role in the World
- Encore: Exit, Stage Right
- About the Authors
- Title: The Experience Economy, With a New Preface by the Authors
- Release date: December 2019
- Publisher(s): Harvard Business Review Press
- ISBN: 9781633697980
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