The Experience
Economy: Work Is Theatre & Every Business a Stage
(Harvard Business School Press: Boston 1999)
Goods and services are no longer enough. To be successful in
today’s increasingly competitive environment companies must learn to stage
experiences for each one of their individual customers. We have entered the
Experience Economy, a new economic era in which all businesses must orchestrate
memorable events for their customers that engage each one of them in an
inherently personal way. The Experience Economy: Work Is Theatre & Every Business a Stage offers a creative, highly original, and yet eminently
practical strategy for companies to depict and stage the experiences that will
greatly increase the economic value of what they offer. From America Online to
Walt Disney, the book draws from a rich and varied mix of examples that
showcase businesses creating personal experiences for both consumers and
businesses. It further shows how companies can direct their workers to act and
then help them depict engaging performances on the business stage. Readers are
urged to look beyond traditional pricing factors like time and cost and to
charge for the time their customers spend with them, and thereby enter the
emerging Experience Economy.
The Experience Economy has been published in twelve
languages and is also available on audiocassette.
