Podcast appearances and mentions of James H Gilmore

¡Bienvenidos a un nuevo episodio de Se Pasa Volando! En esta nueva entrega hablamos de un tema fundamental en el camino del emprendedor: el paso de 0 a 1. Ese momento crucial en el que logras tu primera venta y, sin darte cuenta, tu idea se convierte en una realidad. En este episodio, exploramos cómo identificar cuando has pasado de tener solo una idea a realmente haber arrancado tu negocio. Discutimos los retos que enfrentamos cuando estamos tan enfocados en todas las tareas y preocupaciones, que no nos damos cuenta del avance que ya hemos logrado. También hablamos sobre la importancia de conocer tu mercado, entender a tus clientes y cómo alcanzar el famoso Product Market Fit (PMF). Compartimos nuestras propias experiencias, desde los días de incertidumbre hasta los logros que nos han enseñado a valorar las señales que indican que estamos en el camino correcto. Además, te damos consejos para diferenciarte de la competencia, entender por qué tus clientes te eligen y cómo ese primer paso puede cambiar tu perspectiva para siempre. No olvides que no se trata solo de hacer una venta, sino de conseguir un cliente. Cuando logras esto, es cuando realmente has pasado de 0 a 1. ¡Escúchanos y disfruta de valiosos consejos y experiencias personales! Únete a nuestro grupo de WhatsApp y sigue la conversación en nuestras redes sociales.

B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.   In 1999 Joe and his partner James H. Gilmore wrote the best-selling book ‘The Experience Economy: Work Is Theatre & Every Business a Stage', which demonstrates how goods and services are no longer enough; what companies must offer today are experiences - memorable events that engage each customer in an inherently personal way. Joe is also co-author of ‘Authenticity: What Consumers Really Want', which recognizes that in a world of increasingly paid-for experiences, people no longer accept the fake from the phony, but want the real from the genuine; and ‘Infinite Possibility: Creating Customer Value on the Digital Frontier', on how to use digital technology to stage experiences that fuse the real and the virtual.   In his speaking and teaching activities, Joe has addressed both the World Economic Forum and TED and is a Visiting Scholar with the MIT Design Lab. He has also taught at Penn State, Duke Corporate Education, the University of Minnesota, UCLA's Anderson Graduate School of Management, and the Harvard Design School. He serves on the editorial boards of Strategy & Leadership and Strategic Direction, is honorary editor of The International Journal of Mass Customization, and is a Senior Fellow with both the Design Futures Council and the European Centre for the Experience Economy, which he co-founded.   In this episode of Masters of Storytelling, Maya talks to Joe about the art of packaging ideas, the difference between fake and faux, and why if you treat your customers like the individuals that they are they will be your customers forever.   Join Joe on Substack while he works on his new book on the Transformation Economy: https://strategichorizons.com/the-transformation-economy-and-you/   For more information about Joe Pine, visit: www.strategichorizons.com/pine-and-gilmore/joe-pine/   For more information about BRC Imagination Arts, visit: www.brcweb.com

Joe Pine is on my Mount Rushmore of Customer Experience.   He shares the exact moment, quite by accident, that the concept of "experience" as the next economy after the service economy was hatched. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage. Joe believes that goods and services are no longer enough; what customers want are experiences—memorable events that engage each individual in an inherently personal way. Join me on The Delighted Customers Podcast as Joe shares a vision for business—a world focused on human flourishing, where individuals become better people and achieve their goals. Discover how understanding your customers' wants, needs, and desires can help you create greater value and make a positive impact. Joe shares practical insights and real world stories of how you can drive business outcomes.  Here are some highlights: The concepts of mass customization and the experience economy Creating robust, cohesive, personal, dramatic, and transformative experiences Comparing work to theater and the importance of intentional and engaging experiences Changing the world of business to focus on human flourishing The importance of not wasting customers' time and aligning value with what customers value The concept of "customering" and the individualization megatrend Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Inspired by an article by former TSOE guest B. Joseph Pine II, and James H. Gilmore, Ed and Ron will explore how businesses--including professional firms--can stop wasting the customer's time. Strategies for helping customers save time, and invest it well will be explored.

Inspired by an article by former TSOE guest B. Joseph Pine II, and James H. Gilmore, Ed and Ron will explore how businesses--including professional firms--can stop wasting the customer's time. Strategies for helping customers save time, and invest it well will be explored.

The Business of Meetings – Episode 190 - A Life Leading the Exhibitions Industry with David Dubois We are delighted to be speaking with an industry legend today!  David DuBois has a career spanning several decades in the industry. He now holds the positions of CEO, President, and Publisher of the Exhibitor Group. In today's enlightening conversation, David shares his insights on workforce development, the integration of AI, and the role of experiences for the future of our industry.  Bio: David DuBois is the president and CEO of Exhibitor Group and publisher of EXHIBITOR magazine. Before coming to Exhibitor, he was president and CEO of the International Association of Exhibitions and Events®(IAEE). As IAEE's president, DuBois was responsible for managing 25 full-time professional staff, producing the annual business operating plan and budget, overseeing the support of all meetings of governance units, leading business development, directing fundraising efforts, advocating for the industry and the organization's members, and providing organizational leadership and strategic counsel to the board. He also served as the association's representative within industry coalitions, partner organizations and strategic alliances. In 2019, DuBois was inducted into the Events Industry Council's “Hall of Leaders,” one of the industry's most prestigious honors. David's journey David's journey began when he graduated from college and declined his father's offer to buy out their family's dry cleaning business. Instead, he opted to join his friend in enrolling at the School of Hospitality Business at Michigan State University. That allowed him to spend thirteen years working for Sheraton and Ritz Carlton. Following that, he dedicated three decades to working with various organizations, including, PCMA (Professional Convention Management Association), MPI (Meeting Professionals International), Fort Worth Convention Visitors Bureau, and the International Association of Exhibitions and Events. He has enjoyed a blessed career, and has made many friends along the way. David's Advice on Personal Branding David offers invaluable advice on the concept of personal branding. He explains that a resume catalogs personal achievements, and a CV outlines backgrounds, so it is essential to consider those integral components of your personal brand. He emphasizes that every action and decision we make contributes to our personal brand, ultimately shaping how others perceive and respect us. His central message is that personal branding is a crucial element in a professional journey, so it is essential to cultivate your brand consciously from the outset. Embracing AI for Industry Advancement AI has played a pivotal role in shaping the future of the meeting and events industry. While acknowledging the need for caution, David also emphasizes the importance of integrating AI into various aspects of event planning and execution. He explains that AI can enhance decision-making because it offers a hybrid approach that combines human intelligence with machine intelligence, allowing businesses to remain innovative and competitive. Addressing Workforce Development Challenges Workforce development is a pressing concern in the events industry. With over a million job openings in the hospitality sector, finding and nurturing talent is paramount. David points out that success in the industry does not necessarily require a college education but rather a combination of intelligence, commitment, and people skills. He believes there is an urgent need for a strategic outreach program to help cultivate a robust workforce. Crafting Unforgettable Experiences The role of experiences in the events industry is a central theme of today's conversation. Drawing on the wisdom of author Jim Gilmore and his Experience Economy, David introduces the concept of experiential marketing. He points out that creating memorable experiences has been a pivotal element in the industry for decades. Those experiences are not limited to trade shows and exhibitions but also extend to incentive trips and consumer shows. The world is teeming with options, and incentive trips and consumer shows provide unforgettable and valuable experiences that are the key to event success. Attendees leaving those experiences are eager to return because they foster engagement and reinforce a sense of community within organizations or associations. Balancing Human and Machine Intelligence While AI holds much promise for the future, a balance between human and machine intelligence is necessary. David explains that while AI can process vast amounts of data and provide insights, it should serve as a tool to enhance human judgment instead of replacing it. Maintaining the equilibrium between human and AI intelligence is essential for the growth of the industry and its progress. Designing Unique Incentive Trips Incentive trips are a prominent aspect of the events industry. A common misconception around incentive trips is that they are simply luxury getaways. That is why they should offer experiences that participants cannot easily replicate for themselves. Incentive trips should celebrate top performers and reward them with unique and memorable experiences. That approach serves to boost morale, motivation, and a sense of belonging, making incentive experiences a crucial element in the success of any company or organization.  The Art of Creating Unique and Memorable Experiences With his wealth of experience in the events industry, David understands that unique and memorable experiences form the essence of what makes an event truly special. He points out that events are about crafting moments that leave a lasting impact, foster community, and build long-standing connections. Connect with Eric On LinkedIn On Facebook On Instagram On Website Connect with David Dubois On Website On LinkedIn Books mentioned:  Traction: Get a Grip on Your Business by Gino Wickman   Sapiens by Yuval Noah Harare The Experience Economy by B. Joseph Pine and James H. Gilmore  

James H. Gilmore is the co-Founder of Strategic Horizons, LLC, a thinking group that helps businesses imagine and design new ways to add value to their economic offerings. In 1999, he co-authored the book The Experience Economy with Joseph Pine II. In it, they introduced their groundbreaking framework for understanding the progression of economic value over the course of modern human history. They proposed that each time the defining motor of an economic era shifts, it takes us some time to understand and realize that we are no longer primarily selling our customers what we think we are selling them. In 1999, they proposed that we had progressed from a service economy to an experience economy. Now, Jim tells us, it has shifted again. In this Tugboat Institute® talk, Jim expounds on his original theory. He then shares his updated thinking on the model. He proposes that today, most of us have caught up with the reality that what we've been primarily selling in recent decades is an experience, rather than a good or a service. However, we are lagging again. According to his model, while we may not yet realize it, the focus of our businesses has again shifted; we are now in a transformation economy. Listen and understand what this might look like in your industry and company, and how you need to adjust your strategy to keep current.

Dr. Nima Shemirani is a Rhinoplasty and Facial Plastic Surgeon at Eos Rejuvenation - a medical office dedicated to all aspects of plastic surgery for the face. We discuss the problem with modern healthcare, how to get the most out of plastic surgery, and ways to exude positive energy in your business.    Time Stamps [00:52] Nima's entrepreneurial journey [02:01] Nima's experience with management blueprints [03:29] The problem with modern healthcare [06:28] How plastic surgery is transforming people's lives [08:43] Plastic surgery and whether it's worth the investment? [10:38] Leveraging social media for your business [13:45] Custom-made plastic surgeries according to your personality [16:20] Loyalty to truth and why it's important [19:14] Exude positive energy in your business [21:45] The exciting future of plastic surgery  [23:45] Parting thoughts    Links and Resources Steve and Greg Cleary's Book: Pinnacle: Five Principles that Take Your Business to the Top of the Mountain Work with Steve - Stevepreda.com Follow Nina on Instagram and TikTok Eosrejuvenation.com The Experience Economy by B. Joseph Pine II and James H. Gilmore

Joe Pine is on my Mount Rushmore of Customer Experience.  He shares the exact moment, quite by accident, that the concept of "experience" as the next economy after the service economy was hatched.In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage.Joe believes that goods and services are no longer enough; what customers want are experiences—memorable events that engage each individual in an inherently personal way.Join me on The Delighted Customers Podcast as Joe shares a vision for business—a world focused on human flourishing, where individuals become better people and achieve their goals. Discover how understanding your customers' wants, needs, and desires can help you create greater value and make a positive impact.Joe shares practical insights and real world stories of how you can drive business outcomes.  Here are some highlights:The concepts of mass customization and the experience economyCreating robust, cohesive, personal, dramatic, and transformative experiencesComparing work to theater and the importance of intentional and engaging experiencesChanging the world of business to focus on human flourishingThe importance of not wasting customers' time and aligning value with what customers valueThe concept of "customering" and the individualization megatrendMeet JoeB. JOSEPH PINE II is an internationally acclaimed author, speaker, and managementadvisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.In December 2019 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, andMoney featuring an all-new Preview to their best-selling 1999 book The ExperienceEconomy: Work Is Theatre & Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy companies now compete against the world for the time, attention, and money of individual customers. The Experience Economy has been published in fifteen languages and was named one of the 100 best business books of all time.Mr. Pine also co-wrote Infinite Possibility: Creating Customer Value on the DigitalFrontier with Mr. Kim C. Korn, Authenticity: What Consumers Really Want with Mr.Gilmore, and in 1993 published his first book, the award-winning Mass Customization: The New Frontier in Business Competition. His latest article in the Harvard Business Review is “The ‘New You' Business” (January-February 2022), coauthored with Lance Bettencourt, Jim Gilmore, and Dave Norton. In his speaking and teaching activities, Mr. Pine has addressed the World Economic Forum, the original TED conference, and the Consumer Electronics Show. Today he is a Lecturer in Columbia University's Master's Program in Technology Management in the School of Professional Studies.Sign up for the newsletter https://strategichorizons.com/contact/LinkedIn: https://www.linkedin.com/in/joepine/Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

How can you build active communities as a B2B company?Bill Staikos, Senior VP at Medallia, talks to Sammy about his experience in community building, what leverages Medallia's community, and how his personal brand on LinkedIn plays into it.What's in it for you:1. Why and how Medallia invests in their client led community & community events to drive growth2. How B2B companies can start building active communities3. Who to hire to be successful with community building4. How Bill sets his focus for content topics for thought leadership5. Bills framework to create content consistently on LinkedInAbout Bill:Bill is Senior Vice President, Evangelist and Head of Community Engagement at Medallia. He provides expertise in CX Strategy and CX & Contact Center Tech Stack. His areas of experience also include research & insights, data & analytics, transformation, journey analytics & orchestration, metaverse, artificial intelligence and machine learning – to make better decisions around customers, employees and building a customer-centric culture. Bill loves playing Legos with his kids. On most days, he meditates at his desk for 10 minutes before starting work.Find Bill on LinkedIn: https://www.linkedin.com/in/becustomerled/ Bill's business book recommendations: On the Road: the Original Scroll – Jack Kerouac https://amzn.to/3yDHoft Experience Economy, With a New Preface by the Authors: Competing for Customer Time, Attention, and Money – B. Joseph Pine, James H. Gilmore https://amzn.to/3O5pHLM The Wallet Allocation Rule: Winning the Battle for Share - Timothy L. Keiningham https://amzn.to/3RvY69f The Grid: The Master Model Behind Business Success - Matt Watkinson https://amzn.to/3cfDbHt The Snowball: Warren Buffett and the Business of Life - Alice Schroeder https://amzn.to/3AOMLLv Bill's favorite business leaders:Jack Welch – https://www.linkedin.com/in/johnfwelch/ Fred Reichheld – https://www.linkedin.com/in/fredreichheld/ Joe Pine – https://www.linkedin.com/in/joepine/ Justin Welsh – https://www.linkedin.com/in/justinwelsh/ Dennis Geelen – https://www.linkedin.com/in/dennis-geelen-5a95703/ Our GROW B2B FASTER episode with Justin Welsh: https://podcast.sawoo.io/1166228/10418104-ep-52-justin-welsh-is-cracking-the-linkedin-code-2m-revenue-in-2-years-posts-with-1-000s-of-likes-comments-and-0-spent-on-marketing __________About Medallia:Medallia offers a SaaS platform focused on customer experience management. The award-winning Medallia Experience Cloud leads the market in understanding and managing customer, employee and citizen experiences. Using Medallia Experience Cloud, customers can reduce churn, convert disengaged customers into promoters and buyers, create cross-sell and up-sell opportunities on the fly, and make revenue-generating business decisions that provide a clear and strong return on investment.Website: https://www.medallia.com/ Industry: Software developmentCompany size: 2000Headquarters: San Francisco, California, United StatesFounded: 2001__________About the host Sammy:Sammy and SAWOO enable you to drive recruiting & employer branding via your hiring managers on LinkedIn. We help you:- Speed up hiring - Reduce hiring costs - Create an authentic Employer Brand- Create a Talent Pool that you can tap into any timeGet in touch with Sammy: https://www.linkedin.com/in/sammygebele/__________ Past show guests:  Justin Welsh, Ian Koniak, and many more.

Today I'm so happy to be talking to Mitch Bach about what makes a great guided experience and how you can create wow moments in your programmes. Mitch is one of those people you meet and instantly get on with. He's warm, witty and whip-smart. We met in New York a few years ago and have been friends ever since. We share the same passions about making guided experiences interactive, participative, memorable and even, transformative.  Mitch is the co-founder of TripSchool, a community of 6,000+ tour guides, tour leaders and entrepreneurs committed to lifelong learning. He's also the leader of Tourpreneur, a community of 4,000+ tour operators. Both organisations offer training, mentorship, meetups, and a wide range of other resources to empower and encourage experience creators. And that's what we're talking about today - guided experiences and tours. We discuss what makes a great guided tour and what makes a great guide. Then we spend some time exploring what a ‘wow' moment is and how you can create them to make your programmes more memorable and, even transformative.  This is a longer chat than usual as we had so much to talk about. You will definitely want to grab a notebook as there are so many takeaways from this chat. So, here it - enjoy! Links Tourpreneur Community Group - http://facebook.com/groups/tourpreneur (facebook.com/groups/tourpreneur) TripSchool - http://thetripschool.com/ (thetripschool.com) Books Mitch recommended: The Experience Economy - B. Joseph Pine II and James H. Gilmore  The Power of Moments - Chip Heath Interpretation: Making a Difference on Purpose - Sam H. Ham The Art Engager Episode 32 - https://podcast.artengager.com/episode/6-ways-to-create-awe-inspiring-experiences-with-art-and-objects (6 Ways to Create Awe-Inspiring Moments) Tourpreneur Podcast episode with Joe Pine about experiences: https://podcasts.apple.com/gb/podcast/the-experience-economy-in-tours-and-activities/id1447408463?i=1000566631925 (The Experience Economy in Tours and Activities with Joe Pine)

The pandemic has influenced every aspect of how we deliver customer experiences. We are joined today by experience strategy pioneers Colin Shaw and Joseph D. Pine to make predictions about what the new normal will look like… and recommendations about what it should look like. Will 2022 be the year today's companies step forward into the future or will they stay stuck in the past?     In This Episode:    [03:39] Joe and Colin share why people are listening to experts that cultivate digital services and experiences.   [08:52] How Colin and Joe define “experiences.” [13:37] Colin and Joe discuss “experience strategy.”   [17:21] What companies are missing the key element of experience strategy? [19:33] How the American Customer Satisfaction Index can shed light on how many companies actively pursue or actively ignore progress in customer satisfaction.   [29:35] Are companies approaching industry change with the wrong mindset? [34:27] Where will customers go from here?   [37:15] Colin describes the elements of what he labels “Customer Science.” [42:59] Joe and Colin share their New Year's Resolutions for their work in 2022.     Key Takeaways:    The pandemic has been a catalyst for companies to review their business models.  The time for companies to define their new mindset is now.   Between the years 2010 and 2019, only 30% of organizations improved their customer satisfaction.  That means that 70% of organizations' customer satisfaction either declined or remained flat.   Customer experience is still in its infancy.  Perhaps the pandemic will be what nudges it into maturity.   The future of customer satisfaction will depend on both companies and customers.  We all have a choice to go back to the way things were before, with mediocre experiences, or to move forward and build new standards and expectations.     Bio: Colin Shaw & Joseph D. Pine   Colin is an original pioneer of 'Customer Experience.' LinkedIn has recognized him as one of the 'World's Top 150 Business Influencers', where he has 290,000 followers. As the Founder & CEO of Beyond Philosophy LLC, his Customer experience consulting company has been recognized by the Financial Times as 'one of the leading management consultancies for the last three years in a row. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 5% of all podcasts by BuzzSprout.   Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In 2020 Mr. Pine and his partner James H. Gilmore re-released their groundbreaking book The Experience Economy: Competing for Customer Time, Attention, and Money with many new ideas, frameworks, and exemplars plus a new Preview to their best-selling 1999 book The Experience Economy: Work Is Theater; Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy companies now compete against the world for the time, attention, and money of individual customers. 

Welcome to the Greetings and Felicitations, a podcast where I explore topics which might not seem to be directly related to compliance but clearly influence our profession. In this episode, I discuss the recently released Tragedy of Macbethand a Harvard Business Review article.  I use both of these different types of media to explore transformation in your corporate compliance program. Highlights include: 1. Macbeth and descent into madness. 2. Coen production of Macbeth. 3. Transforming your compliance program through ‘you'. 4. Why the user experience is so critical.  5. The 3-step process to transform you compliance program.  Resources The “New You” Business: How to compete on personal transformations by Lance A. Bettencourt, B. Joseph Pine II, James H. Gilmore, and David W. Norton

What will it take for in-person retailers to remain successful in a world increasingly dominated by Amazon? In two words: Transformative Experiences! In this episode we offer predictions and guidance for retailers who are ready to earn the economic power of guiding their customers on meaningful and impactful transformational journeys.    In This Episode:    [02:00] What exactly is the Transformation Economy? [03:32] Where Transformations fit within the Experience Economy as described by B. Joseph Pine II and James H. Gilmore [04:36] Dave reflects on an article he co-wrote called The New You Business: How to Compete on Personal Transformations for the Harvard Business Review.   [06:20] How does understanding people's wish for transformation influence how companies think about jobs to be done?   [09:50] Which retailers are currently doing well with Transformations? [16:57] We make suggestions for ways Home Depot could successfully compete in the Transformation Economy.  [33:43] What it is going to take for in-person retail to stick around in the world of Amazon.   [34:05] Here is a video Dave and Aransas made with Joe Pine to help you dig deeper into the concept of transformational jobs within the retail industry.  https://www.stonemantel.co/hbr-article   Key Takeaways:    77% of consumers tried new shopping habits in 2021.   Experiences drive a greater economic value.  People are more willing to invest in them.   Retailers need to know what role they are going to play to help people transform their customers' lives.   Companies that focus on the progressive journeys of their customers rather than just the spending aspect tend to build more trust with their customers.  

How do you use creativity and storytelling to design client and customer experiences which will connect and make memories? Theron Skees is a master story-teller and former Imagineering creative executive for the Walt Disney Company, where he oversaw design of their soon to be unveiled private island, a fleet of ships and new theme park lands and attractions around the world.Growing up in a family of builders, Theron quickly came to appreciate the joy of stepping back and seeing what you've created.  Fast forward to today and although he has a 30 year career in Themed Entertainment under his belt, where managing complex projects with multi-million dollar budgets concurrently has become his normal, he still loves seeing his creative vision come to life in physical and experiential form above all else.The Designer's Creative Studio is Theron's latest venture, a company focused on using storytelling solutions and experience design to drive business uplift and brand equity for clients, as well as on providing big thinking consultancy and mentoring.In this episode of The Remarkable Project Theron discusses how we can draw upon some of the approaches used to successfully plan, design and deliver physical environments, to help our brand or business build experiences which will be memorable, regardless of the form they take.  He also makes a case for getting under the skin of clients, talks shareable storytelling and explains the importance of making ‘why' central to a narrative.Five Key TakeawaysInnovation should be part of company culture, not an external input  Seeing things from a different perspective pushes refinement of ideas, especially when considered risk taking across teams and ‘fast failing' is encouraged.  The concept of ‘narrative experience design' involves understanding a client's brand, their audience and their business objectives.  “Swimming upstream” when collaborating with clients or vendors is the process of questioning assumptions and validating asks at the outset, so that briefs and programs can proceed safe in the knowledge that there is a shared understanding between all parties.  People relate to authentic, real and actionable stories that they can place themselves within – it pays to take control of and champion why you do things, because it adds a layer of believability to the what you do.  Studies have shown that humans are wired to catalogue memories in a story format and that all five senses can contribute to the richness of this process.  Impactful stories bring together insight and escapism to trigger an emotional response which makes them memorable.Remarkable Quotes[09:51] “...[innovation should be] less a service that should be purchased and more a culture that should be instituted.“[14:47] “…good design should deliver on brand, it should grow your audience and it should deliver your business goals.”[17:15] “…if you're in a rocket ship and you're aiming for Mars, but you only get to the Moon, you've still gone farther than most people on Earth…I believe in idealism because it sets the bar high and allows you to prepare to do impossible things.”[39:11] “…no element is too small to represent your brand…doesn't mean it has to be expensive, but everything should be looked at through that lens.”Relevant References‘Start With Why' by Simon Sinek [2009]‘The Experience Economy' by B. Joseph Pine II and James H. Gilmore [1999]Connect with TheronReach out via LinkedIn or follow him on Instagram Learn more about Theron's company The Designers Creative Studio here

How do you get your team to feel as passionately about your business as you do? So they become the front-line in spreading the word? Today on the Remarkable Project, I am honoured to bring you a conversation with the CEO of Pacific National - Paul Scurrah. Paul was the CEO of Virgin Australia when the pandemic hit and before that was CEO at Queensland Rail and also had Non-executive Director roles at the Queensland Suns, AWH and Australia Post.Paul Scurrah is the Managing Director and Chief Executive Officer of Pacific National, a role he was appointed to earlier this year. As Australia's largest private rail freight company, Pacific National are integral in keeping Australia's economy moving, and have been supporting the country's supply chain since 1855. In this episode of The Remarkable Project Paul talks about why acting authentically in line with your values, and communicating on a personal, human level, are both key to mobilising people towards positive sentiment and a shared purpose.  He also shines a light on why the way an organisation deals with complications or crises can be even more important than how it behaves when all is well and good.Takeaway points: When people feel heard, appreciated, rewarded and secure, they are able to grow. As a leader, be generous with time, be respectful on a human level and offer support on an individual basis, not just a group one. By communicating with people with transparency, timeliness and real leadership, a sense of trust can bring calmness and consideration to even the most critical of situations. Uncertainty is a massive anxiety driver, and it's well known that an uninformed wait feels longer than an informed one, even if you don't have much to share. As a leader you have to be the living, breathing embodiment of your purpose and intent, so that your people can believe in it, and you. The closer you can be to the frontline of people delivering the customer experience, to hear them, to empower them, the more likely you are to make decisions that will be embraced by those staff and customers themselves. Effectively articulating value, and personalising it at every turn, means a race to the bottom in terms of cost doesn't have to be inevitable. There are intangible elements that people are willing to pay more for, including human touch, quality of service, consistency and “feel-good” factor. The optimum way to build deep trust is how you respond to problems or issues and make them ‘right'. Because customers are more engaged with you through that process than when everything goes to plan, there is a real chance to show them that you have their back. Remarkable Quotes: [05:09] “…the way I like to run companies is to be very clear about the culture statement, about the direction, the vision, the purpose, the priorities and the values and behaviours, and they should be designed to work in the best of times and the worst of times.”  [06:15] “…I want to be the boss that I wish I had…would I work for me?”  [15:10] “…people don't care how much you know until they know how much you care.” Resources MentionedThe Experience Economy by B. Joseph Pine II and James H. Gilmore [1999] More Information Here >>  Get connected with Paul: Learn more about Paul and connect with him via LinkedInTake a closer look at Pacific National here

How do you make an idea come to life? How do you create something that compels people to talk about it and keep coming back for more? Joe Brumm, film director and writer of the popular children's TV show, Bluey, speaks on what it takes to make great kids' movies and shows while creating remarkable experiences for both children and their parents. Joe shares his candid thoughts on the experience of creating and filming Bluey, the difference between an audience and a community, and how Bluey has inspired cultural change. He also sheds light on the benefits of integrating playfulness in the development of business ideas and offers tips for being playful in your creative process.As a parent and a creative, Joe Brumm finds great joy in providing comedic entertainment and escapism to kids and families, especially those that are going through the lowest of lows in life. Kids' shows always surprise us with bits of wisdom and humour and Bluey is no exception to that! If there's one thing Bluey can remind you of it's that life is crazy, but the craziness won't last forever.Listen in to learn why people are compelled to talk about Bluey and how Joe keeps refining his creative endeavours.Key Takeaways ·      To make kids' entertainment relatable and engaging, Joe finds great value in being realistic about how kids play, talk, and use their imagination in real life, while also incorporating different aspects of parenting.·      95% of Joe's writing is art imitating life, inspired from real experiences from his own life, many of which happen to be super relatable to other families.·      If you're going to create anything, you have to understand the negative and positive feedback and not become too attached to either. Audience feedback is important, but don't let every negative opinion discourage you.·      Play with your ideas! Explore different directions they can go in without judgement and forced structure. Eventually, you'll develop a thread or a story around your idea.·      Joe relies on meditation and trust to keep fuelling his creative drive. ·      Connecting with the people on your team is very important for a project's success. When the people, place, and project come together, it really shows in the final product.Remarkable Quotes:[18:08] Just having an escape from reality is just needed sometimes… It's only seven minutes, but that's been a real privilege and I'm quite proud that it's like, you know what, sometimes our audience might just need seven minutes to mind the kids so they can get something done or just to put on hold the daily barrage of everything that can go wrong when you have kids. [30:26] I definitely think what we learn as kids, to play and to imagine and to create and to build these blocks without this rigid sense of purpose and always a goal attached to it, we're still using in the workplace… There's definitely a playful element to… coming up with ideas and refining a piece of artwork or whatever.[45:12] You've got to trust your own taste.Resources Mentioned:The Experience Economy by B. Joseph Pine II and James H. Gilmore: https://amzn.to/3FAvzcUListen to the episode with Jesse Cole: www.jaytinkler.com.au/the_remarkable_project/jesse_cole 

Your hosts, Aransas and Dave, recently had the opportunity to speak with the true pioneers of Experience Strategy, Lou Carbone, Joe Pine, and Bernd Schmitt for a previous episode of The Experience Strategy Podcast. These pioneers shared so much valuable information that Aransas and Dave decided to sit down together and thoroughly unpack the ‘aha moments' from that episode. Tune in to hear a breakdown of the key lessons these Pioneers shared.   IN THIS EPISODE:  [01:22] Lou Carbone discusses how experiences can transform companies and their employees. [03:00] Dave unpacks Lou's description of the experiences he had as a strategist in the 1980s, learning different marketing execution approaches from companies like Disney, and how the pioneers decided to do something more transformational for companies. [07:00] Dave and Aransas discuss the importance of analyzing what the customer is experiencing and how companies can improve that experience for them. Favoring the comprehensive viewpoint as the customer is key in accomplishing this. [10:00] Aransas discusses Bernd's opinion about looking at the consumer's sensory experience and how that goes into the consumer experience design. [14:00] Aransas and Dave discuss using customization in service of the consumer's experience rather than the brand experience. [18:00] Data and technology has been a driving force in moving customization forward to create personal connections to consumers. Aransas and Dave discuss ways companies like Netflix and Stitch Fix have tailored their customers' experiences through premium memberships. [23:00] Dave discusses “Journey Mapping” and delves into Harvard Professor, Michael Porter's five forces, and how companies used these strategies to create their business models [26:30] Aransas discusses the change that's taken place for businesses and consumers to connect with the advancement of technology and social media. [29:08] A clip from Bernd discussing customer experience management. Dave shares what that means and how companies can manage the customer experience by examining it holistically and innovatively by using measurement and analytics.   KEY TAKEAWAYS:  The pioneers were part of a revolution in consumer experience by examining what big companies were doing for their consumers and then taking that information and transforming the experiences for other companies to utilize. Once companies started to market their services by looking at consumers' viewpoints and sensory experience, they could create a more targeted approach towards marketing to their ideal customers. Consumer experience changed heavily with technology and customization. Companies that were able to use data and technology to tailor to the customer's specific needs were able to capture more positive experiences with their customers leading to more sales or premium service subscriptions.   Links Mentioned: The Experience Strategy Podcast Episode 4 - Experience Pioneers BIO:   Lou Carbone Lou Carbone is founder and CEO of Experience Engineering®, Inc.. Since the late 1980's, Carbone has continuously been at the forefront of studying, exploring and developing value creation through experience management and is often referred to as the Godfather of Experience Management. He is recognized as a thought leader in the field as well as an experience management futurist, continuously innovative, hands-on academic/practitioner. He wrote the book “Clued In: How to keep customers coming back, again and again, published by FT Prentice Hall which won Fast Company's Reader's Choice Award.  Lou originated the concept of Emotional and Unconscious Clue Based Experience Design and Total Experience Management® and a robust proprietary methodology and perspective called Experience Engineering®.    Joe Pine B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money with many new ideas, frameworks, and exemplars plus a new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre; Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy companies now compete against the world for the time, attention, and money of individual customers.    Bernd Schmitt Bernd Schmitt is Robert D. Calkins Professor of International Business and Faculty Director of the Center on Global Brand Leadership at Columbia Business School in New York. He is widely recognized for his major contributions to branding, marketing, and new technologies through his unique focus on the customer experience and innovation. He has published in the major marketing journals and written nine books which have been translated into 25 languages, including, among others, Experiential Marketing, Customer Experience Management, Big Think Strategy and Happy Customers Everywhere. Schmitt has consulted and developed brand, experience and innovation strategies for clients in consumer packaged goods, automobile, electronics, software, financial services, pharmaceuticals, beauty and cosmetics, hospitality, and media industries.

In this episode, Aransas and Dave are joined by the experience strategy pioneers, Lou Carbone, Joe Pine, and Bernd Schmitt to take us back to the birth of Experience Strategy, Design and Marketing. In this episode we dig into the cultural and business forces that drove the experience revolution, explore how experience strategy has transformed business development, product design, and marketing, and discover what these pioneers predict is on the horizon.   In This Episode: [03:12] Lou Carbone talks about his career background in advertising [08:55] Aransas speaks with Bernd about creating and selling consumers an experience, not just a product,  while adding value to their lives [11:00] Experiential marketing to influence how people think, feel, act and relate to product features [17:27] Joe sharet how we enable differentiated experiences and how they adapt and change over time  [25:00] Lou digs deeper into the the influence ofconsumer's environments [32:39] Joe speaks about the progression of economic value [34:10] Bernd explains more about the project/customer experience management framework. Focusing on how customers see things rationally, emotionally, and experientially and creating value-based experiential platforms [44:00] How experiences have changed from the early 2000's digital revolution and how technology has been integrated into our daily lives.    Key Takeaways:   Many companies are bogged down by Industrial Age ideas that prioritize process over experience Goods and services are not enough anymore in this day in age- companies must emphasize the experience for their customers in order to create lasting relationships with consumers. Focusing on how customers feel and relate and how the business can help them with any pain points in their lives and solve any problems is key to creating a connection.  Fusionomics is the exploration of how consumer experience will continue to change with developing technology and how this integrates into our lives. How companies and businesses adapt and change to keep up with technology will be the key to creating a positive experience for consumers.  The future will belong to companies that create platforms integrating services, products, and meaningful experiences     Bio: Lou Carbone Lou Carbone is founder and CEO of Experience Engineering®, Inc.. Since the late 1980's, Carbone has continuously been at the forefront of studying, exploring and developing value creation through experience management and is often referred to as the Godfather of Experience Management. He is recognized as a thought leader in the field as well as an experience management futurist, continuously innovative, hands-on academic/practitioner. He wrote the book “Clued In: How to keep customers coming back, again and again, published by FT Prentice Hall which won Fast Company's Reader's Choice Award. Lou originated the concept of Emotional and Unconscious Clue Based Experience Design and Total Experience Management® and a robust proprietary methodology and perspective called Experience Engineering®.    Joe Pine B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money with many new ideas, frameworks, and exemplars plus a new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre; Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy companies now compete against the world for the time, attention, and money of individual customers.    Bernd Schmitt Bernd Schmitt is Robert D. Calkins Professor of International Business and Faculty Director of the Center on Global Brand Leadership at Columbia Business School in New York. He is widely recognized for his major contributions to branding, marketing, and new technologies through his unique focus on the customer experience and innovation. He has published in the major marketing journals and written nine books which have been translated into 25 languages, including, among others, Experiential Marketing, Customer Experience Management, Big Think Strategy and Happy Customers Everywhere. Schmitt has consulted and developed brand, experience and innovation strategies for clients in consumer packaged goods, automobile, electronics, software, financial services, pharmaceuticals, beauty and cosmetics, hospitality, and media industries.

No matter what space you find yourself leading (business or otherwise), what you do is no longer enough to reach people.  The landscape is quickly changing as people want more experiential and relational connections when it comes to how they interact with organizations.  So how do you lead in the experience economy? On today's episode, Alan and Joe Pine, co author of The Experience Economy talk about why experiences are key to engaging people and why goods and services are no longer enough.  About Joe Pine Co-author of The Experience Economy, Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today’s Experience Economy companies now compete against the world for the time, attention, and money of individual customers. The Experience Economy has been published in fifteen languages and was named one of the 100 best business books of all time by 800ceoread (now Porchlight). Mr. Pine also co-wrote Infinite Possibility: Creating Customer Value on the Digital Frontier with Kim Korn, Authenticity: What Consumers Really Want with Mr. Gilmore in 2007, and in 1993 published his first book, the award-winning Mass Customization: The New Frontier in Business Competition. Each book details Mr. Pine's breakthrough thinking as he has accurately charted many structural shifts -- from individualizing goods to today’s focus on customer experiences and many other changes in the economy and consumer sensibility. The economic competitive reality of the future is fast-paced change. Mr. Pine helps clients design strategies to leverage these new economic opportunities and create experiences that drive revenue. Since revolutionizing the way we should approach and think about business with The Experience Economy, Joseph Pine has continued to be at the forefront as a thought leader. In his speaking and teaching activities, Mr. Pine has addressed the World Economic Forum, the original TED conference, and the Consumer Electronics Show. A former Visiting Scholar with the MIT Design Lab, he is currently a Lecturer with the Columbia University School of Professional Studies, and has also taught at Penn State, Duke Corporate Education, the University of Minnesota, UCLA's Anderson Graduate School of Management, and the Harvard Design School. He serves on the editorial boards of Strategy & Leadership and Strategic Direction and is a Senior Fellow with both the Design Futures Council and the European Centre for the Experience Economy, which he co-founded. Mr. Pine's experiences prior to co-founding Strategic Horizons include holding a variety of technical and managerial positions with IBM. Connect with Joe Strategic Horizons Books LinkedIn Take your next right step Thirty Days To Thrive Practical Leadership Tweaks Leadership support

"Knowledge is experiential information, intelligence gained from and applied through experiences. [Intelligence] refers to linking people with the right knowledge so that it can be immediately applied. And, of course, staging experiences requires intimate knowledge of how human beings react to the cues they receive." - B. Joseph Pine II and James H. Gilmore, The Experience Economy.While the above quote was not written directly in relation to pro wrestling, but there is no better way of describing how wrestling as an artform produces experiences and memories - not just some produce, good, or service. Tunisha opens the episode describing the origins of her fandom, earliest memories with wrestling, and shares a hilarious story of how she flew from LA to Houston to attend WrestleMania 17 to meet one of her favorite wrestlers named Christian because she was rudely interrupted by Bob Backlund at WrestleMania 16. The featured guest interview is with Alfred Konuwa, pro wrestling columnist, and video blogger. Currently a regular contributor for Forbes Sports Money, Alfred has formerly worked for Bleacher Report as a WWE columnist and host of the nearly 100-episode digital series WWE WTF. In 2012, Alfred was featured in Bleacher Report's "Why We Watch" documentary discussing the career of Kurt Angle, in addition to being featured multiple times on NPR, BBC, and ESPN Radio. Alfred is also the host of Pro Wrestling Bits, a new YouTube channel where Alfred gives you predictions, analysis, and commentary for all the major and indie promotions around the world including WWE, AEW, NJPW, ROH, IMPACT Wrestling.

In this episode, we have the pleasure of speaking to Joe Pine, an internationally acclaimed author, speaker, and management advisor.Joe has addressed the World Economic Forum in Davos, the original TED conference in California, and the Consumer Electronics Show in Las Vegas. He's a Lecturer in Columbia University's Technology Management Program, and has co-founded Strategic Horizons LLP to help businesses conceive and design new ways of adding value to their economic offerings.As a prolific writer, Joe is most famous for his 1999 book The Experience Economy, which was updated in 2011 and re-released in hardcover in 2020 with new ideas on Competing for Customer Time, Attention, and Money.Joe's work on the experience economy has been central to our work on platform design and thinking, and so we wanted to explore with him what has changed - or not changed - in the original ideas of the book. We talk about how experiences cannot be "delivered" but staged, and how it's important to also consider the experiences of the employees contributing to the development of the organization, and of the providers who participate in co-creating the platform, so that they can stage the best experiences.The experience economy is not a fad, but a profound transformation of our economies. That's why, like Joe points out, there is no "recovery" of the economy, without the recovery of experiences that people value. Peeking into the future, we see patterns of continued modularity of experiences, whether physical goods or activities that make up a final experience.Once businesses recognize that they are staging experiences, not delivering services, they can gain much more economic value by leveraging on the time and attention of their guests.Remember that you can find the show notes and transcripts from all our episodes on our Medium publication: https://medium.com/@Boundaryless_/9238ca1f91a5?source=friends_link&sk=ccd59a37a23303ac5283887c5183c14d  To find out more about Joe's work:> LinkedIn: www.linkedin.com/in/joepine/> Twitter: twitter.com/joepine> Website: strategichorizons.com/> B. Joseph Pine II and James H. Gilmore. The Experience Economy: Competing for Customer Time, Attention, and Money. 2019: www.amazon.com/Experience-Econom…ors/dp/1633697975 Other references and mentions:> MIT Platform Strategy Summit - Panel Discussion: Platforms and the Experience Economy: youtu.be/5m05-8bHVUM> B. Joseph Pine II, Don Pepper and Martha Rogers. "Do You Want to Keep Your Customers Forever?". 1995: hbr.org/1995/03/do-you-want-t…our-customers-forever> James H. Gilmore and B. Joseph Pine II. "The Four Faces of Mass Customization". 1997: hbr.org/1997/01/the-four-face…of-mass-customization> B. Joseph Pine II and James H. Gilmore. Welcome to the Experience Economy. 1998: hbr.org/1998/07/welcome-to-the-experience-economy> B. Joseph Pine II. "Embracing the Employee Experience: Part 1". 2020: www.rightpoint.com/thought/article…perience-part-1> B. Joseph Pine II and Kim C. Korn. Infinite Possibility: Creating Customer Value on the Digital Frontier. 2011: www.amazon.com/Infinite-Possibil…ier/dp/160509563X> Re-bundling the Firm around Problems to Be Solved - with Sangeet Paul Choudary: stories.platformdesigntoolkit.com/re-bundl…f7d2bcbb> Jon Jerde, experience architect: en.wikipedia.org/wiki/Jon_Jerde Find out more about the show and the research at Boundaryless at www.platformdesigntoolkit.com/podcastThanks for the ad-hoc music to Liosound / Walter Mobilio. Find his portfolio here: www.platformdesigntoolkit.com/musicRecorded on 29 September 2020.

This is genuinely an epic episode! Once again I have internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups, Joe Pine. He is co-founder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. Joe joins me for an insightful episode to deep dive into the topic of Authenticity.  Who knew there are multiple genres of perceived authenticity?  Joe breaks down how now more than ever, customers are looking for something real and genuine. In a world inundated by fakes and counterfeits a company that embraces authenticity now a business imperative.  When your customers decide to buy, they are now judging you based on how authentic you are.   He co-authored a highly acclaimed best-selling book Authenticity, with James H. Gilmore.  They argue that to beat competitors companies must understand, manage, and excel at rendering authenticity.   "The first (book) to explore what authenticity really means for businesses and how companies can approach it both thoughtfully and thoroughly, this book is a must-read for any organization seeking to fulfill consumers' intensifying demand for the real deal." - Amazon    Follow Joe Pine: Linkedin Strategic Horizons Subscribe to Marketer Magazine www.Marketer.eco The Groundswell Marketing Podcast: www.Groundswell.fm Follow Scott A. Martin: Linkedin Groundswell Marketing 

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. Learn more about your ad choices. Visit megaphone.fm/adchoices

B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial startups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In December 2019 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competiting for Customer Time, Attention, and Money, featuring an all-new preview to their best-selling 1999 book, The Experience Economy: Work is Theatre and Every Business is a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences -- memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy, companies now compete against the world for the time, attention and money of individual customers. Follow Worthix on LinkedIn: www.linkedin.com/in/worthix/ Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn: www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary Follow Joe Pine on LinkedIn: https://www.linkedin.com/in/joepine/ Follow Joe Pine on Twitter: @joepine Buy The Experience Economy (Updated) and other books by Pine and Gilmore here: https://strategichorizons.com/books-and-ideas/publications/

We continue our run of legendary authors and today, we hang out with one of the smartest people in business, Joe Pine, one of the godfathers of “The Experience Economy.” It’s the 20th anniversary of his seminal work and he is reissuing an updated version of the book In this episode, we dig deep into the future of experiences and how companies use it to differentiate and create massive competitive advantage. Pay special attention to Joe’s radical insights around building a data flywheel and the big strategic difference between Facebook and Amazon. From UI to UX Joe Pine shares with us about the re-release of The Experience Economy, bearing a new preview, that he and his partner wrote. They focused on the subtitle: Competing for Customer Time, Attention and Money. Companies embraced the importance of user interface in the past and now, user experience, or UX.  “When the first book came out, we talked about it as a nascent, an emerging, a forthcoming experience economy and now, we say it’s here. It’s all around us. I used to have to argue with people that this was happening. Now, I just say it: people want experiences. People now say, ‘yeah I get it.’” - Joe Pine Further, Joe shared how the internet was at infancy back then. The www was just created in 1994 and in 1999, they didn’t have much to say about it. However, later over time, Joe shares they looked at it thoroughly and found the reason why people were on the internet was to surf the web—to have the experience of things that they couldn’t have otherwise. Data Flywheel Christopher shares his insights on how companies achieve category domination today. He shares that a big part of their strategy is getting their data flywheel spinning. “The data flywheel is a learning relationship. If you cultivate a learning relationship, it grows and deepens over time. You can almost lock your competitors out because you know more about these customers than they do. Even if they switch, they have to teach them all over again what you already know.” - Joe Pine Data Privacy Further, in the discussion, Christopher remarks about how other companies cannot replicate the “data on customer-intimacy” that Amazon has with its customers. Joe agrees with Christopher as Amazon has yet to sell data to anybody, as they want to use it themselves at the moment.  “From an authenticity standpoint, that corrodes them [Facebook and Apple] from the inside out, because they are selling your data. They're in it for the data, to sell to somebody else, rather than in it, for your best interest.” - Joe Pine To hear more about the co-author of “The Experience Economy” Joe Pine, download and listen to the episode. Bio: Co-author of The Experience Economy, Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. In 1999, Joe and his partner James H. Gilmore wrote the best-selling book The Experience Economy: Work is a Theatre & Every Business a Stage, which demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. In 2011, The Experience Economy came out for the first time in paperback as an Updated Edition with new ideas, new frameworks, and many, many new exemplars. Each of Mr. Pine's publications add a wealth of knowledge and experience to the business world, but The Experience Economy has become a quintessential read. Mr. Pine also co-wrote Infinite Possibility: Creating Customer Value on the Digital Frontier with Kim Korn, Authenticity: What Consumers Really Want with Mr. Gilmore, and in 1993 published his first book, the award-winning Mass Customization: The New Frontier in Business Competition. Each book details Mr. Pine's breakthrough thinking as he has accurately charted many structural shifts -- from individualizing goods to today’s focus on customer experiences and many other changes in ...

We continue our run of legendary authors and today, we hang out with one of the smartest people in business, Joe Pine, one of the godfathers of “The Experience Economy.” It’s the 20th anniversary of his seminal work and he is reissuing an updated version of the book In this episode, we dig deep into the future of experiences and how companies use it to differentiate and create massive competitive advantage. Pay special attention to Joe’s radical insights around building a data flywheel and the big strategic difference between Facebook and Amazon. From UI to UX Joe Pine shares with us about the re-release of The Experience Economy, bearing a new preview, that he and his partner wrote. They focused on the subtitle: Competing for Customer Time, Attention and Money. Companies embraced the importance of user interface in the past and now, user experience, or UX.  “When the first book came out, we talked about it as a nascent, an emerging, a forthcoming experience economy and now, we say it’s here. It’s all around us. I used to have to argue with people that this was happening. Now, I just say it: people want experiences. People now say, ‘yeah I get it.’” - Joe Pine Further, Joe shared how the internet was at infancy back then. The www was just created in 1994 and in 1999, they didn’t have much to say about it. However, later over time, Joe shares they looked at it thoroughly and found the reason why people were on the internet was to surf the web—to have the experience of things that they couldn’t have otherwise. Data Flywheel Christopher shares his insights on how companies achieve category domination today. He shares that a big part of their strategy is getting their data flywheel spinning. “The data flywheel is a learning relationship. If you cultivate a learning relationship, it grows and deepens over time. You can almost lock your competitors out because you know more about these customers than they do. Even if they switch, they have to teach them all over again what you already know.” - Joe Pine Data Privacy Further, in the discussion, Christopher remarks about how other companies cannot replicate the “data on customer-intimacy” that Amazon has with its customers. Joe agrees with Christopher as Amazon has yet to sell data to anybody, as they want to use it themselves at the moment.  “From an authenticity standpoint, that corrodes them [Facebook and Apple] from the inside out, because they are selling your data. They're in it for the data, to sell to somebody else, rather than in it, for your best interest.” - Joe Pine To hear more about the co-author of “The Experience Economy” Joe Pine, download and listen to the episode. Bio: Co-author of The Experience Economy, Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. In 1999, Joe and his partner James H. Gilmore wrote the best-selling book The Experience Economy: Work is a Theatre & Every Business a Stage, which demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. In 2011, The Experience Economy came out for the first time in paperback as an Updated Edition with new ideas, new frameworks, and many, many new exemplars. Each of Mr. Pine's publications add a wealth of knowledge and experience to the business world, but The Experience Economy has become a quintessential read. Mr. Pine also co-wrote Infinite Possibility: Creating Customer Value on the Digital Frontier with Kim Korn, Authenticity: What Consumers Really Want with Mr. Gilmore, and in 1993 published his first book, the award-winning Mass Customization: The New Frontier in Business Competition. Each book details Mr. Pine's breakthrough thinking as he has accurately charted many structural shifts -- from individualizing goods to today’s focus on customer experiences and many other changes in ...

Ben Lynch is the CEO of Clinic Mastery, a company that helps healthcare businesses grow by putting customers first. In this episode, Ben shares his tips for creating a ‘care’ factor in healthcare, and also the process to identify and fix systemic problems in a business to improve the overall customer experience.   Resources mentioned:  This Is Marketing (book), by Seth Godin Purple Cow (book), by Seth Godin The Experience Economy (book), by Joseph Pine & James H. Gilmore Never Lose A Customer Again (book), by Joey Coleman‎ Michael Momsen (LinkedIn) Adam Jaffrey (LinkedIn)   Key takeaways (starts at 41:02): Customers will pay more for a ‘care’ factor.  All service businesses are a customer success business, but to get there you need a plan. Cultural and process change requires a long-term mindset. Be open to bringing in mentors or coaches to help you along the way.

Are you in the transformation business? Talking Points Applying the concepts in The Experience Economy to small authority businesses Moving from economies to experiences and transformations How better experiences can lead to worse service How acting factors into your business model Why acting isn’t equivalent to being fake or phony Pricing transformations The stages of transformation Choosing who you work for When to reject clients Guiding transformation Quotable Quotes “We only ever change through the experiences that we have.” –JP “Understand that embracing theater as a model requires zero capital or equipment. It just requires understanding that you’re onstage.” –JP “Acting is simply being intentional about everything that you do.” –JP “With transformations, the customer is the product. The inputs you do, the activities you do, the functional things that you do, the whats – don’t matter unless the customer achieves the aspiration that they want.” –JP Joe’s Bio Co-author of The Experience Economy, Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. In 1999, Joe and his partner James H. Gilmore wrote the best-selling book The Experience Economy: Work is a Theatre & Every Business a Stage, which demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. Related Links Joe Pine The Experience Economy Strategic Horizons Joe on Twitter

Picture in your mind a reimagined primary care experience that focuses on your total health and wellness, provided by a team of health professionals who seamlessly engage with you in the rhythm of your life. What you've just conceptualized actually exists in the form of Proactive Health, a newly launched primary care practice in Charlotte, NC. Don't believe it? Listen as Dr. Greg Weidner and Ann Somers Hogg describe this innovative model of care and the value patients are getting as subscribers. @DrWeidner @annsomerswh @SherpaPod @TheBenReport #InnovationEngine Lessons learned, strides made towards consumer-focused care - MobiHealthNewsInnovating Primary Care for a New Future - Digital and Personal Connected HealthThe Experience Economy - B. Joseph Pine II and James H. Gilmore - A Sherpa's Guide to Innovation is a proud member of the Health Podcast Network @HealthPodNet - Support the show (https://healthpodcastnetwork.com/)

Summary & Ideas for Action Jim Gilmore, best-selling author and co-founder of Strategic Horizons LLP, discusses his experiences, books, and the importance of mastering the various modes of observation to innovate and improve decision making. Key Takeaways [6:50] Jim explains how he came to write Look. After studying Edward De Bono, he had an insight into thoughts, actions, and observations, which inspired him about six looking glasses to represent modes of observation. [11:27] The six looking glasses are: Binoculars, for surveying and scanning, Bifocals, for comparing and contrasting views, Magnifying Glass for pinpointing the main point, Microscope, for scrutinizing the details, Rose-colored Glasses, for seeing potential, and Blindfold, for recalling all you have seen. Together they help people see more of what there is to be seen. Observation is separate from cognition. [24:40] Watching people in groups and in detail can reveal unseen patterns of behavior that lead to innovation and disruption.  [26:00] When film was an expense, people framed their photos carefully. We lose our sense of framing by shooting carelessly. We take too many shots to curate. Study a scene carefully and limit yourself to framing one shot. Apply this deliberation to business decisions. Apply it to life. [37:31] The more skilled you are at observing with the first five glasses, the better you will be at recalling blindfolded what you saw. If you don’t look well, you will recall poorly. The best glasses for a leader is to be skilled in using all of them. Particularly consider the bifocals. Pair opposites, and pair things as opposites. All innovation begins with observation. [45:44] Jim sat next to George Carlin on a cross-country flight in 2000. Jim learned how George Carlin worked and filed his observations. He said, everybody observes, but they don’t know where to put the data. George Carlin maintained 2,500 directories where he recorded his daily observations and he knew each category. Come up with a number of categories of things you want to be consciously observing. Conference: thinkAbout Conference 2017 Website: StrategicHorizons.com YouTube: Youtube.com/Jim Gilmore Discusses Look Amazon: Look: A Practical Guide for Improving Your Observational Skills, by James H. Gilmore Linkedin: Jim Gilmore Email: Jim@StrategicHorizons.com   Books Mentioned in this Episode Turn Signals Are the Facial Expressions of Automobiles, by Don Norman Bio Jim Gilmore coauthored the highly influential book, The Experience Economy: Work Is Theatre & Every Business a Stage (Harvard Business School Press). Now published in nineteen languages — and in an updated paperback edition — the book spawned worldwide interest in experience design, experiential marketing, and customer experience management. Jim’s other book, Authenticity: What Consumers Really Want (Harvard Business Review Press), prompted TIME Magazine in a March 2008 cover story to name its insight on the subject as one of “Ten ideas that are changing the world.” Jim is co-founder of Strategic Horizons LLP, based in Aurora, Ohio. He is a Batten fellow and adjunct lecturer at the Darden Graduate School of Business at the University of Virginia, where he teaches a course on the Experience Economy. Gilmore is also a visiting lecturer in Apologetics at Westminster Seminary California, where he teaches a course on cultural Hermeneutics. He also teaches a design course at the Weatherhead School of Management at Case Western Reserve University. He is a graduate of the Wharton School of the University of Pennsylvania, an alumnus of Procter & Gamble, and, before co-founding Strategic Horizons LLP, was head of CSC Consulting's Process Innovation practice. Conference: thinkAbout Conference 2017 Website: StrategicHorizons.com YouTube: Youtube.com/Jim Gilmore Discusses Look Amazon: Look: A Practical Guide for Improving Your Observational Skills, by James H. Gilmore Linkedin: Jim Gilmore Email: Jim@StrategicHorizons.com  

On today’s show I am privileged to be speaking with the Marketing Monk, Chris Coney. Chris teaches an online course called Digital Money Revolution that can be found by going to digitalMoneyRevolution.com. This course promises to get you up to speed on the exciting and sometimes challenging new world of digital currencies. Welcome to the Dawn of the Age of Cryptocurrencies! And I’d like to thank our sponsor CryptoCompare.com the absolute best resource on the internet for discovering new, up to date information on the exciting and ever changing world of cryptocurrencies. And a shout out to the Bitcoins and Gravy Freelance Transcriptionist for his excellent and highly accurate work. Professional transcriptions of the show can be found here: http://diaryofafreelancetranscriptionist.com MAGIC WORD: Hidden in each episode of Bitcoins and Gravy is a Magic Word. I know that it may sound absurd, but listen for the Magic Word and you can earn LTBcoin! First set up a free account at LetsTalkBitcoin.com. Then tune in to your favorite LTB podcast and when you hear the Magic Word, don’t delay! Submit it to your account to claim a share of this week’s distribution of LTBcoin. Listeners now have a full week from the release date to claim a magic word. Setting up an LTB account has always been fast and easy . . . and now it’s profitable!!! CREDITS & VALUABLE LINKS: URL for Chris' Digital Money Revolution course: http://digitalmoneyrevolution.com/ Special listener coupon code: bitcoinsandgravy Coin Dance - Monitor Different Types of Nodes In The Bitcoin Network: https://coin.dance/nodes Book recommendation: The Experience Economy by Joseph Pine and James H. Gilmore http://www.amazon.co.uk/Experience-Economy-Updated-Joseph-Pine-ebook/dp/B0054KCGCG/ 21st Century Economics - Interview with David Graeber on London Real: https://youtu.be/wzXHA02gGDY Holosync - Chris Coney's Preferred Meditation Method: http://www.centerpointe.com/ Understanding Complexity - Complexity Academy: http://complexityacademy.io/ Chris Coney's Social Profiles: https://www.youtube.com/channel/UCG2B47YDBusjfuriaMoDxAQ https://twitter.com/ChrisConeyInt https://www.instagram.com/chrisconeyint/ Andreas Antonopoulos Speaks TRANSCRIPTIONS: Great news listeners! Our transcription page is now live on the website thanks to the continuing hard work of one of our loyal listeners who is also a consultant to the show. These Professional transcriptions are provided each week by one of our fans who can be found at: http://diaryofafreelancetranscriptionist.com Ode To Satoshi Ode to Satoshi lyrics & melody by John Barrett Copyright 2014 RJM Publishing - BMI Nashville. Lead Vocal, Harmony Vocals, Harmonica, Snare Drum: John Barrett Harmony vocals: John Barrett, Connie Sinclair and Lij Shaw Guitar: Jonathan Brown Mandolin: Ben Miller Bass Guitar: Michael Rinne Initial tracks recorded by Mark Thornton of Sidekick Sound Studios, Madison, TN. All other tracks Recorded, Mixed and Mastered at The Toy Box Studio, Nashville, Tennessee Engineer: Lij Shaw. Assistant to engineer: Don “The Don” Bates Produced by John Barrett & Elijah “Lij” Shaw Special thanks to Alan Baird for his dobro, guitar and mandolin playing on many of the shows. Now that’s some pickin man! Thanks also to Alex Munoz Guijarro for his excellent pedal steel playing on many of our shows. Interviews for this episode were recorded and edited by John Barrett at The Tree House Studio - Nashville, Tennessee. All shows are produced by John Barrett with the moral support of his trusty sidekick Maxwell Rascalnikov CoyoTe Rex, aka Max. Questions or Comments? Email me to say Howdy!: howdy@bitcoinsandgravy.com Visit theWebsite: BitcoinsAndGravy.com Bitcoins and Gravy Tipping Addresses: Bitcoin: 14RbXduu2sXKNHtKtRVAx8xQyGAubjY1dA Litecoin: LgqYgxLTBPgr8C1JGLLJVLK4ZN1fveprAp Thanks y'all! JB

One of our all-time favorite business books is The Experience Economy: Work Is Theater and Every Business a Stage, by B. Joseph Pine and James H. Gilmore, which was published in 1999. Dan Morris and Ron Baker developed a CPE course based upon this content, applying it to professional knowledge firms. The book has recently been updated, and we are honored to be able to have B. Joseph Pine on the show to discuss this work, along with his other books: The Laws of Managing and Infinite Possibility. Folks, you don't want to miss this show. Pine's work will cause you to rethink how you create and deliver value to your customers, and what they are really buying.

One of our all-time favorite business books is The Experience Economy: Work Is Theater and Every Business a Stage, by B. Joseph Pine and James H. Gilmore, which was published in 1999. Dan Morris and Ron Baker developed a CPE course based upon this content, applying it to professional knowledge firms. The book has recently been updated, and we are honored to be able to have B. Joseph Pine on the show to discuss this work, along with his other books: The Laws of Managing and Infinite Possibility. Folks, you don't want to miss this show. Pine's work will cause you to rethink how you create and deliver value to your customers, and what they are really buying.

Office Hours talks with James H. Gilmore about cultural exegesis.