#77: Joe Pine: The Origin of "Customer Experience," The Experience Economy, and What's Next

The Delighted Customers Podcast with Mark Slatin

Joe Pine is on my Mount Rushmore of Customer Experience. He shares the exact moment, quite by accident, that the concept of "experience" as the next economy after the service economy was hatched. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage. Joe believes that goods and services are no longer enough; what customers want are experiences—memorable events that engage each individual in an inherently personal way. Join me on The Delighted Customers Podcast as Joe shares a vision for business—a world focused on human flourishing, where individuals become better people and achieve their goals. Discover how understanding your customers' wants, needs, and desires can help you create greater value and make a positive impact. Joe shares practical insights and real world stories of how you can drive business outcomes. Here are some highlights:

• The concepts of mass customization and the experience economy
• Creating robust, cohesive, personal, dramatic, and transformative experiences
• Comparing work to theater and the importance of intentional and engaging experiences
• Changing the world of business to focus on human flourishing
• The importance of not wasting customers' time and aligning value with what customers value
• The concept of "customering" and the individualization megatrend

Resources

The Delighted Customers podcast website: https://www.empoweredcx.com/podcast

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Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/

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