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

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Sometime during the last 30 years, the service economy emerged as the dominant engine of economic activity. At first, critics who were uncomfortable with the intangible nature of services bemoaned the decline of the goods-based economy, which, thanks to many factors, had increasingly become commoditized. Successful companies, such as Nordstrom, Starbucks, Saturn, and IBM, discovered that the best way to differentiate one product from another--clothes, food, cars, computers--was to add service.

But, according to Joseph Pine and James Gilmore, the bar of economic offerings is being raised again. In The Experience Economy, the authors argue that the service economy is about to be superseded with something that critics will find even more ephemeral (and controversial) than services ever were: experiences. In part because of technology and the increasing expectations of consumers, services today are starting to look like commodities. The authors write that "Those businesses that relegate themselves to the diminishing world of goods and services will be rendered irrelevant. To avoid this fate, you must learn to stage a rich, compelling experience."

Many will find the idea of staging experiences as a requirement for business survival far-fetched. However, the authors make a compelling case, and consider successful companies that are already packaging their offerings as experiences, from Disney to AOL. Far-reaching and thought-provoking, The Experience Economy is for marketing professionals and anyone looking to gain a fresh perspective on what business landscape might look like in the years to come. Recommended. --Harry C. Edwards

Book Description

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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Future economic growth lies in the value of experiences and transformations--good and services are no longer enough. We are on the threshold, say authors Pine and Gilmore, of the Experience Economy, a new economic era in which all businesses must orchestrate memorable events for their customers. The Experience Economy offers a creative, highly original, and yet eminently practical strategy for companies to script and stage the experiences that will transform the value of what they produce. From America Online to Walt Disney, the authors draw from a rich and varied mix of examples that showcase businesses in the midst of creating personal experiences for both consumers and businesses. The authors urge managers to look beyond traditional pricing factors like time and cost, and consider charging for the value of the transformation that an experience offers. Goods and services, say Pine and Gilmore, are no longer enough. Experiences and transformations are the basis for future economic growth, and The Experience Economy is the script from which managers can begin to direct their own transformations.

Customer Reviews:

excellent service.......2007-09-09

This was fast and accurate, and the quality was just what was advertised. Thank you!

too much 'flowers' in conveying the message.......2007-06-20

When I bought this book, I hoped Mr Pine will more describe about the ultimate power of new era, the experience economy, and how that change should be adapted quickly for many variety industries settings to get survive. Meaning, I expect to find a practical guidance to overcome the battle.
I found many ideas poured into this book mostly already existed in some other books (not written by Joseph Pine, for sure), for instance putting the experience as value added in consumer goods to increase consumers' emotional benefits. In doing so, the manufacturer can have premium price to outdo the competition. I've heard of it as many as the idea of how to serve consumers in a new different way by using internet as interactive tool to preserve their satisfactions and to use it as new channel of distribution. I really hope he came up with new striking and distinctive ideas, not those hackneyed ones.

I somewhat think this book a little bit hard to understand. Mr Pine used and picked up some unusual vocabularies to convey his message. I always fall asleep everytime reading it. Surprising that it takes me a week to consume 2-3 pages whilst I spend a week to finish Harry Potter - Goblet of Fire in English version.

However, I thank to Joseph for inspiring me some new vocabs.

Top Notch.......2007-06-01

Rarely do we get a truly new model to work with. This book provides a genuine breakthrough in how our life experience can be designed.

Used for Designers.......2007-03-30

I am a college instructor in Web and Interactive design and development. I have used this book and the audio version as the cornerstone of my opening lectures each semester. All the concepts and tenents put forward apply to user Interface design that I use this book as part of my UX-User Experience driven courses. Understanding how we got here and having an idea of where we are going allows tommorrow's designers to create "experiences" today.

This should be on every design students required reading list....

New Views of the Tried and the True.......2007-01-29

'Sell the sizzle and not the steak' was originated by legendary salesman and motivational speaker Elmer Wheeler way back in the 1930s and brought up to date with current examples of what companies have done to create an 'experience' is the theme of this book. Is the content new? Well, YES! And Well, NO!

I went out to dinner Friday night. I met with friends at a local restaurant, we had a couple of drinks in the lounge and then moved into the restaurant for dinner. I had a steak, just like in the phrase. It was no better than the steak I could have bought at the local supermarket for a third or less of the cost. It wasn't prepared any better than I can do on my grill. But the experience of ending the work week with friends, drink, good food made it worth the money that I spent.

In recent years this has been termed good service. And it is. But it's more than that, it was a nice evening, a good experience.

This book uses theatre terminology and stories from various companies to explain and illustrate how to take almost any business and convert it to 'experience' orientation rather than just providing a product or service.

Is it new and different, YES! But it is based on the tried and true.

Marketing in the In-Between: A Post-Modern Turn on Madison Avenue

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Rebecca Nailed It
Big Thoughts on Marketing

Marketing in the In-Between: A Post-Modern Turn on Madison Avenue
Len Ellis
Manufacturer: BookSurge Publishing
ProductGroup: Book
Binding: Paperback

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ASIN: 1419646753
Release Date: 2006-12-12

Product Description

Marketing in the early 21st century is dominated by two approaches, neither of which is visible to the naked eye: the use of data to define and shape human affairs into machine-readable form and the effort to create and sustain ongoing two-way relationships with customers. The former is one way human life is being subjugated to the regime of the machine; the latter is one way the individual may one day emerge from within the datascape. A post-modern perspective is used to reveal both the "kaleidoroscope" of data and the "raw immaterials" of relationships in two companion essays.

Customer Reviews:

Rebecca Nailed It.......2007-03-18

Rebecca's review is spot-on. I could read this book several times and get something new out of it each time. Ellis succinctly captures the changes in consumer-marketer interaction and the new 21st century value exchange and does a great job of putting it in historical and philosophical context.

Big Thoughts on Marketing .......2007-03-09

Most books on business (particularly those by self-proclaimed "gurus") seize on a single idea. With terrier-like tenacity they explain it, illustrate it, present case studies of it, then explain it yet again, until a readers feels she's entered some sort of textual version of "Groundhog's Day."

"Marketing in the In-Between," takes the opposite approach. It packs so many clusters of thought, ideas, revelations and connections on every page, the reader will need to repeatedly dip in to glean all the thoughts. It challenges readers to truly ponder and to question the basic precepts and practices upon which marketing is based.

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I'll never look at a door with the word Push on it the same way again.
See the World Differently
the desillusion experience

Field Guide for the Experience Economy
B. Joseph Pine & James H. Gilmore
Manufacturer: Strategic Horizons LLP
ProductGroup: Book
Binding: Pamphlet

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Welcome to the Experience Economy

ASIN: 0977784606

Book Description

From B. Joseph Pine II and James H. Gilmore, authors of The Experience Economy, comes the Field Guide for the Experience Economy.

A hands-on resource designed to provide real-world learning, the Field Guide contains key models and exercises for evaluating and extracting best principles from experiences throughout the Experience Economy including:

• 3S Model of Customer Relationships
• Assessing the "Sweet Spot" for Experiences
• Deciphering the Drama of Business Experiences
• G-way: Secondary Factors
• "Ing" the Thing
• Performing a Sensory Assessment
• Progression of Economic Value
• Real/Fake Matrix of Authenticity
• Taking Note of the Notable
• T-H-E-M-E Model

Geared for a wide variety of uses - from group learning and executive education, to university classes, employee training and even leading your own Learning Excursions - this pocket-sized reference packs powerful lessons in a compact package.

The Field Guide is an ideal tool to encourage learning and creative exploration among your co-workers, colleagues, clients, and throughout your entire organization.

Customer Reviews:

I'll never look at a door with the word Push on it the same way again. .......2007-07-26

What does a fashion designer think (and then magically see) when they stare at a blank piece of paper? What does a college football scout see (and then instantly believe) while watching a high school athlete. I don't have those answers. They haven't written their own field guides yet. I do have the answer though to how Jim Gilmore and Joe Pine see and think while experiencing anything and everything. With the Field Guide, I get a glimpse into how they think.

And after reading, rereading, dog-earring, high-lighting, underlining, practicing and implementing their tools within the Field Guide, I now see and create experiential offerings in a thorough light. The Experience Economy originally helped me think and discuss; the Field Guide helps me see and do.

See the World Differently.......2007-02-20

The Experience Economy is a book that is rich in models, principles and frameworks. Pine & Gilmore's Field Guide serves as a handy tool to help you identify "best principles" for learning excursions and in "experiencing experiences". The Guide is concise, visual, and leaves you wanting more.

the desillusion experience.......2007-01-16

I would like to express my unhappiness with the purchase of the Field Guide for the Experience Economy. I truly enjoyed the original book Experience Economy. As I found it most interessting, I wanted to buy the Field Guide. What a dissappointment! Paying 10 dollars (plus shipping) for a mere brochure that I finished in 3 minutes was not the best purchasing experience I had. The leaflet just was a recap of some items of the book and had very little added value. I urge you not to buy it.

The Political Economy of Power Sector Reform: The Experiences of Five Major Developing Countries

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The Political Economy of Power Sector Reform: The Experiences of Five Major Developing Countries

Manufacturer: Cambridge University Press
ProductGroup: Book
Binding: Hardcover

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ASIN: 0521865026

Book Description

Over the last fifteen years the world's largest developing countries have initiated market reforms in their electric power sectors from generation to distribution. This book evaluates the experiences of five of those countries - Brazil, China, India, Mexico and South Africa - as they have shifted from state-dominated systems to schemes allowing for a larger private sector role. As well as having the largest power systems in their regions and among the most rapidly rising consumption of electricity in the world, these countries are the locus of massive financial investment and the effects of their power systems are increasingly felt in world fuel markets. In-depth case studies also reveal important variations in reform efforts. This accessible volume explains the origins of these reform efforts and offers a theory as to why - despite diverse backgrounds - reform efforts in all five countries have stalled in similar ways.

China Transformed: Historical Change and the Limits of European Experience

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Masterly
Understanding China
Interesting but Uneven
Interesting But Uneven

China Transformed: Historical Change and the Limits of European Experience
R. Bin Wong
Manufacturer: Cornell University Press
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Binding: Paperback

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The Sovereign State and Its Competitors

ASIN: 0801483271

Book Description

"This bold, intellectually ambitious, and wholly original book challenges the way in which Western social science understands China. . . . It will set the standard for all future comparative and theoretical research on China."--Timothy Brook, Stanford University

"This is a most extraordinary book. Wong's approach is to explore carefully similarities and differences between Chinese and European development over the long term, highlighting themes related to state-making and popular action. This is by far the most sophisticated, extended discussion of imperial and modern China in comparative perspective that I have seen."--Peter C. Perdue, Massachusetts Institute of Technology

The assumption still made in much social science research that Europe provides a universal model of development is fundamentally mistaken, according to R. Bin Wong. The solution is not, however, simply to reject Eurocentric norms but to build complementary perspectives, such as a Sinocentric one, to evaluate current understandings of European developments. A genuinely comparative perspective, he argues, will free China from wrong expectations and will allow those working on European problems to recognize the distinct character of Western development.

Customer Reviews:

Masterly.......2007-04-05

I really enjoyed this book; it's theme of needing to look at Europe from a Chinese perspective in order to gain symmetry needs greater currency. But it's for the expert, not the amateur.

Understanding China.......2005-11-07

This book, as the author says in some ways a series of essays, attempts to elucidate the patterns of Chinese imperial history and to correct the tendency to mis-understand China through applying inappropriately generalised European conceptions to it. These two goals it achieves well.

The book fails to grapple with the demographic costs of some of the events covered -- most notably Maoist rule, but also the Taiping rebellions and the Manchu invasion. This is both a moral and an analytical failing, since such experiences explain much of the power of appeals to order regularly used by Chinese rulers.

Bin Wong also overstates the role of culture as an explanation. Thus, I was struck by the number of parallels with the Roman imperium that Bin Wong's explanation of the development of Chinese imperial rule suggested. You could make a good case that, if the history of the Mediterannean basin had been a series of iterations of the Roman Empire of the Antonines, then one would have ended up with a state much like the late Imperial Chinese state.

Looking at the similar C19th experiences, but very different trajectories, of China and Japan, largely ignored by Bin Wong, also points to the power of institutional factors. Bin Wong does show that the Qing regime made greater efforts to deal with the Western challenge but it had to both industrialise *and* build appropriate institutional structures to mobilise social resources in new ways. Japan already had the institutions, to which it added a Western gloss, so it could concentrate on industrialising.

But it is a sign of the strength of the book that one can fruitfully consider such matters. I found it a very approachable way of becoming much better informed on Chinese history.

Interesting but Uneven.......2000-06-23

This interesting book is an attempt to look at Chinese history in an unbiased manner. Professor Wong notes correctly that interpretations of many scholars are distorted by judging Chinese history by its deviations from what is presumed to be the normative, or desired, course of development. The normative standards, of course, are derived from European history. Wong makes the very good point that using European history in this way is damaging not only to the study of Chinese history but also imposes distortions on the study of European history. Wong is concerned particularly with examining Chinese economic development and state formation. This book covers a very wide sweep of Chinese history, roughly from the Ming to contemporary China. The book is divided into 3 components; one comparing China and Europe in the pre-industrial period of the 17th and 18th centuries, one looking at the response of the Chinese state and society to the great challenges of the 19th century, and one looking at the response of the Chinese state and society to social unrest. The first third of the book is the best. The analysis of pre-industrial China is really interesting and Wong makes a set of very interesting points. He demonstrates well that the economic differences between China and pre-industrial Europe have been exaggerated. He then examines the unique character of the Chinese state. Again, the comparison with European political development is illuminating. This section achieves Wong's goal of treating Chinese history as an autonomous phenomenon but maintaining a useful comparative perspective. The second part of the book is quite good and the discussion of the problems faced by the 19th century Chinese state and its responses is interesting. Again, there are interesting comparisons with European states. The final section is the least interesting. It adds little to carrying forward Wong's basic project of establishing the autonomy of studying Chinese history. Indeed, I see little that departs from prior conventional interpretations. This section in particular suffers also from Wong's attempt to cover such a broad range of Chinese history and at times has a superficial quality. Wong is generally a clear writer but sometimes slips into what might be called post-modernist academic jargon. For example, the narrative (used to mean analysis) appears often, as does discourse (ditto), and privilege appears as a verb. This is not a major defect but is irritating.

Interesting But Uneven.......2000-06-17

This is a very ambitious attempt to free the study of Chinese history from somewhat inappropriate perspectives. Wong correctly criticizes many prior views of China as baised by viewing European history as normative and then studyng China as a deviation from European norms. He argues this is a particular problem in studies of economic development and state formation. He attempts to avoid this trap by comparing Chinese and European history in an unbiased by not relativistic format that he hopes will cast light on the distinctive features of both European and Chinese history. Ths book consists of 3 major parts; Economic history and Development, State Formation, and a section on Protest and Social Change. The scope of the book is very ambitious, spanning the Ming period up to Communist and contemporary China. The first parts of the book, dealing with economic development and the features of the Imperial state, are the most interesting. Here Wong is able to demonstrate both the interesting similarities in pre-industrial development and the considerable differences in state structure/formation. This is a nice, balanced overview with considerable analytic power. Later portions of the book are not as strong. Having made his essential points, a good part of the second half of the book is repetitive. The sections dealing with the problems of the 19th century Chinese state are quite good but the third part of the book, dealing with social protest is relatively thin and adds little to the essential argument. Wong would have been better off restricting the scope of the book and deepening the analysis. One thing that impressed me about the second half of Wong's book is that his interpretation doesn't seem truly different from conventional analyses with the difference being largely a matter of terminology. A minor defect is that while Wong is a clear writer there are times when he slips into post-modernist (or whatever you want to call it) academic jargon. The words narrative (used to describe analysis), discourses (ditto), and privilege (as a verb) are sprinkled throught the text. Sloppy.

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The Market Experience
Robert E. Lane
Manufacturer: Cambridge University Press
ProductGroup: Book
Binding: Paperback

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ASIN: 0521407370

Book Description

In a period when market economies are widely recognized as the most desirable form of economic organization, Robert Lane offers evidence that the major premises of market economics are mistaken. Lane shows that work, far from being a disutility, as economic theory would have it, is instead one of two major sources of lifetime satisfaction, and that money income, despite being a source of utility that compensates a person for his or her sacrifices at work, contributes very little to a sense of well-being. This reversal of the premises of market economics suggests a major, axial shift in the way we think about our economies. Lane proposes that the market be judged primarily by its capacity to yield two benefits: happiness and personal development, the latter defined as cognitive complexity, autonomy or a sense of being in control of one's own life, and self esteem. Traditional attention to production outputs and economic rewards has, says Lane, blinded us to the important ways in which the processes of production contribute to the two benefits of happiness and personal development. Lane lays the foundation for a form of economic analysis that attends to processes as well as outcomes and by drawing on psychology, sociology, and economic anthropology for extensive evidence employed to support his arguments, he provides the basis for a fundamental change in the way we think about economics and society. Robert Lane is the author of many books and articles, among them Political Life (1959) and Political Man (1972). He is a Past President of the American Political Science Association, Policy Studies Organization and International Society of Political Psychology.

MP Internet Marketing: Building Advantage in a Networked Economy with CD

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MP Internet Marketing: Building Advantage in a Networked Economy with CD
Rafi Mohammed , Robert J. Fisher , Bernard J. Jaworski , and Aileen Cahill
Manufacturer: McGraw-Hill/Irwin
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This text presents a road-tested framework to help students and practitioners understand how to think about and implement effective Internet marketing programs. The focus is on using marketing levers to vary the level of intensity that the consumer has with a Website to build a relationship with the customer through four stages; from Awareness, to Exploration/Expansion, to Commitment, and possibly through Dissolution.

Book Description

Providing adequate, accessible, and affordable housing is a major problem affecting many African countries. Focusing on the West African country of Ghana, Konadu-Agyemang explores the urban housing question in light of current development theories. He concludes that it would be naive to see Ghana's housing crisis primarily as a result of political instability or economic mismanagement. Instead, the author argues that economic and social problems in Africa are products of the structural distortions created by colonialism and the draining of African resources to European countries. The postcolonial continuation of relations of dependency has led to underdevelopment, which is manifested in malformed urban areas characterized by housing shortages, slum environments, and atrophied infrastructures. Konadu-Agyemang concludes that affordable housing in Ghana will only occur with the implementation of policies aimed at decreasing Ghana's dependence on imported building materials and standards. Solutions to the housing crisis in Ghana require remedies to both the internal constraints that impede development and the inequities in the global economy that foster dependency and neo-colonialism.

Managing FDI in a Globalizing Economy: Asian Experiences

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Managing FDI in a Globalizing Economy: Asian Experiences

Manufacturer: Palgrave Macmillan
ProductGroup: Book
Binding: Hardcover

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ASIN: 1403936552
Release Date: 2004-12-23

Book Description

The rapid growth of developing Asia has attracted, and been facilitated by, foreign direct investment (FDI). Potential benefits of FDI inflows extend far beyond financial resources, but costs may entail as well. Governments throughout the region have been striving to find an appropriate policy mix for FDI that will maximize the net benefits for their economies. There is considerable variation in policies and experiences with FDI across countries. This study looks at FDI flows, consequences, and policies in developing Asia. It focuses on a diverse set of six Asian countries and draws lessons from their experiences in managing FDI.

Mexican Americans and the U.S. Economy: Quest for Buenos Dias (The Mexican American Experience)

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Mexican Americans and the U.S. Economy: Quest for Buenos Dias (The Mexican American Experience)
Arturo Gonzalez
Manufacturer: University of Arizona Press
ProductGroup: Book
Binding: Paperback

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Chicano Popular Culture: Que Hable El Pueblo (The Mexican American Experience)
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Mexican Americans and the Law: El Pueblo Unido Jamas Sers Veneido (The Mexican American Experience)
Chicana/o Identity in a Changing U.S. Society (Mexican American Experience) (Mexican American Experience)
Bless Me, Ultima

ASIN: 0816519773

Book Description

Examines the problems that Mexican Americans have experienced in attaining economic parity with non-Hispanic whites, addressing issues dealing with immigration, education, wealth and poverty, and the labor market. Gonzalez has drawn on recent census data to present for the first time in one volume a detailed economic analysis of three generations of Mexican Americans.

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