Time is the key differentiator between services and experiences, whether one charges for it (yet) or not. If your company wants to spend less time with your customers – and they want to spend less time with you – than you’re already on the path to commoditization. But if you want to spend more time with your customers, and they want to spend more time … [ Read more ]
Content: Quotation | Author: B. Joseph Pine II | Source: Rotman Magazine | Subject: Experience
While commodities are fungible, goods are tangible, services are intangible, experiences are memorable and transformations are effectual. All other economic offerings have no lasting consequence beyond their consumption.
Content: Quotation | Authors: B. Joseph Pine II, James H. Gilmore | Source: MarketingProfs | Subjects: Economics, Experience
Focus groups should be dumped. Instead, real customers should be observed in real settings.
Content: Article | Authors: B. Joseph Pine II, James H. Gilmore | Source: Context Magazine | Subjects: Management, Marketing / Sales
With so many surveys finding customers happy, why are they so disloyal? There’s a better way of measuring what customers think.
Content: Article | Authors: B. Joseph Pine II, James H. Gilmore | Source: Context Magazine | Subject: Customer Related
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Content: Book | Authors: B. Joseph Pine II, James H. Gilmore | Subjects: Customer Related, Economics