Thinking through the ramifications of the experience economy.

Talking Points

How the economy has changed over time
The journey from providing services to providing experiences and then transformations
Customization
Clients or customers as guests or aspirants
How language can change the way you think about your work
Creating memorable experiences
Work as theater
The backstage part of the theater
Avoiding dissonance

Quotable Quotes

“If you’re like me and you want to charge for outcomes and not hours, then it’s incumbent...to try to be climbing up that progression.” –JS

“Even transformation experiences, there should be some parts of those that are fun.” –RM

“We’ve been taught we have to take ourselves very seriously because we’re an expert and we’re becoming an authority on whatever it is so we must be formal and we have to do all those things. But really, it is theater.” –RM

“When you’re on stage it doesn’t matter if you’re in the performance or in pre or post. It all counts.” –JS

The Experience Economy Aftermath