The experience economy : work is theatre & every business a stage / B. Joseph Pine II, James H. Gilmore.

Format:

Book

Author/Creator:

Pine, B. Joseph.

Contributor:

Gilmore, James H., 1959-

Language:

English

Subjects (All):

Product management.

Diversification in industry.

Customer services.

Physical Description:

xii, 254 pages : illustrations ; 24 cm

Place of Publication:

Boston, Mass. : Harvard Business School Press, [1999]

Summary:

You Are What You Charge For. And if you're competing solely on the basis of price, then you've been commoditized, offering little or no true differentiation. What would your customers really value? Better yet, for what would they pay a premium? Experiences. The curtain is about to rise, say Pine & Gilmore, on the Experience Economy, a new economic era in which every business is a stage, and companies must design memorable events for which they charge admission.

With The Experience Economy, Pine & Gilmore explore how successful companies--using goods as props and services as the stage--create experiences that engage customers in an inherently personal way. Why does a cup of coffee cost more at a trendy cafe than it does at the corner diner or when brewed at home? It's the value that the experience holds for the individual that determines the worth of the offering and the work of the business. From online communities to airport parking, the authors draw from a rich and varied mix of examples that showcase businesses in the midst of creating engaging experiences for both consumers and corporate customers.

The Experience Economy marks the debut of an insightful, highly original, and yet eminently practical approach for companies to script and stage compelling experiences. In doing so, all workers become actors, intentionally creating specific effects for their customers. And it's the experiences they stage that create memorable--and lasting--impressions that ultimately create transformations within individuals.

Make no mistake, say Pine & Gilmore: goods and services are no longer enough. Experiences are the foundation for future economic growth, and The Experience Economy is the playbook from which managers can begin to direct new performances.

Contents:

Preview Step Right Up ix

1 Welcome to the Experience Economy 1

2 Setting the Stage 27

3 The Show Must Go On 45

4 Get Your Act Together 69

5 Experiencing Less Sacrifice 81

Intermission A Refreshing Experience 95

6 Work Is Theatre 101

7 Performing to Form 119

8 Now Act Your Part 139

9 The Customer Is the Product 163

10 Finding Your Role in the World 185

Encore Exit, Stage Right 205.

Notes:

Includes bibliographical references (pages 207-230) and index.

ISBN:

0875848192

OCLC:

40467346