The Experience Economy, With a New Preface by the Authors

7

Performing to Form

Linda leads the new offering development team for a U.S. automobile manufacturer.¹ She arrives at her office and reviews her schedule for the day: “Let’s see. There’s my usual talk at the Executive Briefing Center for a group of supply partners at 10 a.m., a 1:30 on the fall strategy cycle, and then the 4 p.m. call at that local dealership. Not a bad day, but I’m going to have to get right at finishing my prep. It’ll take some work . . .”

Linda boots up her laptop and opens the PowerPoint file for her morning presentation. Scanning through the slides, she realizes that the graph on one slide is out of date. She texts her assistant, who is working from home today, to get the new data and revises the slide. She then goes over ...