Excellent Service in an Experience Economy
How to Create an Experience That Wins Customers
Shep Hyken interviews Jim Gilmore. They discuss the new edition of The Experience Economy: Competing for Customer Time, Attention, and Money, which Jim co-authored with Joseph Pine.
Top Takeaways:
The economy has evolved over time from an agrarian economy to an industrial economy, then to a service economy and finally to an experience economy, where the experience a customer has is the most valuable component.
Service and experience are two different but related things. Service is what you as the company do. Experience is the customer’s time and perception of the interaction and relationship that occurs through that service.
Experience goes beyond the product being sold to customers. A good example of this is Starbucks. They are able to sell coffee at a premium because of the ambiance, environment, and relationship they create for and with their customers.
Customization and personalization
