B. J. Pine II and J. H. Gilmore, "The Experience Economy: Competing for Customer Time, Attention, and Money" (HBR Press, 2020)

How is the retail sector going to be best able to survive the Amazon juggernaut?

I address this question with B. Joseph Pine II and James H. Gilmore in a discussion of their book The Experience Economy: Competing for Customer Time, Attention, and Money (Harvard Business Review Press, 2020).

Pine and Gilmore are the cofounders of Strategic Horizons, LLP. Besides their other books and activities, Pine is a Lecturer at Columbia University and Gilmore teaches at Case Western Reserve University.

Topics covered in this episode include:

--What have been the relevant emotions in play as the economy has evolved across the four stage of commodities, goods, services, and now experiences and transformations alike.

--How is achieving “customer satisfaction” too limiting, and what’s the emotional storyline that, first, Walt Disney and now business leaders worldwide must embrace to survive and thrive.

--How does the emotional labor of employees being “on stage” as part of an experience square with workers’ and customers’ desire for authenticity.

For a transcript of this episode, click here.

Dan Hill, PhD, is the author of eight books and leads Sensory Logic, Inc. To check out his “Faces of the Week” blog, visit https://emotionswizard.com.

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