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The Experience Economy : Work is Theater and Every Business a Stage

B. Jospeh Pine and James H. Gilmore

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Retail Price: $29.95
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Format: Hardcover, 252pp.
ISBN: 9780875848198
Publisher: Harvard Busienss School Publishing
Pub. Date: May 1999

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Description and Reviews
From The Publisher:

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. 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.


For any business seeking to turn on its customers, The Experience Economy offers surprising, practical insights. Pine & Gilmore provide proven tools for engaging guests-since every consumer's a guest regardless of your business-well into the new millennium.
Roger Dow, Senior Vice President and General Sales Manager, Marriott International, and Coauthor of Turned On: Eight Vital Insights to Energize Your People, Customers, and Profits

As the world cascades toward sameness, every innovative good created or service provided will be copied at the speed of sound. Pine & Gilmore look beyond the traditional business models to provide a blueprint for what happens next: differentiation by experience. They have convinced me that work is theatre and that success comes from creating experiences and pushing the envelope by staging every interaction as a once-in-a lifetime event.
Watts Wacker, Founder, Firstmatter, and Coauthor, The 500-Year Delta: What Happens After What Comes Next

Pine & Gilmore confirm our sense of excitement about the Experience Economy and the role experiences play in building stronger, more personal relationships with employees, corporate customers, and consumers. Businesses today must deliver emotional, authentic experiences to build and encourage sustainable growth for survival in the future. Places ready? Curtain going up!
Marilyn Carlson Nelson, President, CEO, and Vice Chair, Carlson Companies, Inc.

This no-nonsense book tells us why simply delivering great service is no longer a winning strategy. Pine & Gilmore provide practical insights that will help all industries compete in the new Experience Economy.
Alan P. Hald, Cofounder, MicroAge, and Master Entrepreneur of the Year

Pine & Gilmore capture the essence of today's demanding consumer expectations and provide a creative, step-by-step script to help your organization to meet them. This book is a must read if you want to be 'on stage' in the next millennium.
Frank P. Stanek, President, International Business Development, Universal Studios Recreation Group

A relevant and timely perspective on current and future opportunities in retailing, entertainment, and our American public life. The Experience Economy reflects uncommon common sense.
Kenneth Wong, President, Walt Disney Imagineering


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About the Authors

B. Joseph Pine II and James H. Gilmore are co-founders of Strategic Horizons LLP. Pine is the author of Mass Customization

Table of Contents
PREVIEW Step Right Upix
1Welcome to the Experience Economy1
2Setting the Stage27
3The Show Must Go On45
4Get Your Act Together69
5Experiencing Less Sacrifice81
INTERMISSION A Refreshing Experience95
6Work Is Theatre101
7Performing to Form119
8Now Act Your Part139
9The Customer Is the Product163
10Finding Your Role in the World185
ENCORE Exit, Stage Right205
About the Authors253

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