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. 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.
The Experience Economy, With a New Preface by the Authors: Competing for Customer Time, Attention, and Money
B. Joseph Pine II and James H. Gilmore
Harvard Business Review Press; Revised ed.