B. Joseph Pine and James H. Gilmore
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-Pocus
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
Customer Satisfaction Is No Longer Enough
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