The Experience Economy

Goods and services are no longer enough. To be successful in today’s increasingly competitive environment companies must learn to stage experiences for each one of their individual customers. We have entered the Experience Economy, a new economic era in which all businesses must orchestrate memorable events for their customers that engage each one of them in an inherently personal way. The Experience Economy: Work Is Theatre & Every Business a Stage offers a creative, highly original, and yet eminently practical strategy for companies to depict and stage the experiences that will greatly increase the economic value of what they offer. From America Online to Walt Disney, the book draws from a rich and varied mix of examples that showcase businesses creating personal experiences for both consumers and businesses. It further shows how companies can direct their workers to act and then help them depict engaging performances on the business stage. Readers are urged to look beyond traditional pricing factors like time and cost and to charge for the time their customers spend with them, and thereby enter the emerging Experience Economy.

What others have said about The Experience Economy:

Tom Peters, leading business author and management consultant

“A brilliant, absolutely original book.”

Marilyn Carlson Nelson, Chairman, The Carlson Companies, Inc.

“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!”

The Experience Economy has been published in twelve languages and is also available on audiocassette.