The Experience Economy: Work is Theatre & Every Business a Stage

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Harvard Business Press, 1999 - Business & Economics - 254 pages
6 Reviews
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.
 

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User Review  - ninaksimon - LibraryThing

I expected more from this book given the hype. It's a bit redundant. But I did love the discussion of spontaneous rewards and the progression of pleasure that comes from experiences. Read full review

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The content might as well be describing the Amusement Park Industry where the experience is what the Guest pays for and those who master the content management reap the rewards of customer satisfaction.
Read also Mansse Bhandari's Theme Park Human Relations Engineering.
Dr Uday Dokras
 

Contents

I
1
II
27
III
45
IV
69
V
81
VI
95
VII
101
VIII
119
X
163
XI
185
XII
205
XIII
207
XIV
231
XV
249
XVI
253
Copyright

IX
139

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About the author (1999)

B. Joseph Pine II and James H. Gilmore are cofounders of Strategic Horizons LLP, an Aurora, Ohio-based, thinking studio dedicated to helping enterprises conceive and design new ways of adding value to their economic offerings. They are coauthors of The Experience Economy and Authenticity.

Pine, who also wrote Mass Customization, is a Senior Fellow with both the Design Futures Council and the European Centre for the Experience Economy, which he cofounded.

Gilmore is also a Batten Fellow and Visiting Lecturer at the University of Virginia Darden School of Business.

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