Customer Experience Management Solutions Done Differently
We like BIG ideas.
Big ideas, innovative practices and new perspectives on customer experience management, provide answers to the major questions facing today’s business owners. Businesses today are seeking solutions that keep them relevant, competitive, and profitable in the face of changing consumer sensibility — whether it be for customer experiences, customized and individualized goods & services, or authenticity.
Given how rapidly the economy is changing, companies are asking: What does the emerging Experience Economy mean for my organization? How can businesses mass customize their offerings? Why is Authenticity becoming a new consumer sensibility and key business imperative? Are we maximizing the use of digital technology in the staging of customer experiences? And in the face of these changes, how can my company create value and gain competitive advantage?
Each of these questions is relevant to your business and you are not the only person asking. Most importantly, there are definitive solutions and innovative ways of answering each question. From Joseph Pine’s Mass Customization: The New Frontier in Business Competition, to James Gilmore’s most recent work Look: A Practical Guide for Improving Your Observational Skills, to their notable collaborations including The Experience Economy and Authenticity: What Consumers Really Want, the ideas from Pine & Gilmore provide a new lens for management to find solutions.
Whether your concerns are focused on sales, marketing, management or business development in the coming decade, Joseph Pine and James Gilmore provide specific solutions to help you create the best overall experience for your customer, and explain why that is the difference that keeps them coming back.
We invite you to examine our body of thought via the books, articles, and media coverage listed on these pages. Each publication can be found in offices and classrooms all over the world and in a variety of different languages to help teach managers about possible solutions, past experiences and future possibilities. This collection of published work featuring our ideas offers a glimpse at the experience solutions and strategies taught through the work of Strategic Horizons.
In the end, we trust you’ll begin to understand the full potential and implications of their ideas shaping today’s competitive realities and how management can leverage them to create sustainable advantage.