Podcast appearances and mentions of joseph pine

Bienvenue dans l'Accounting Business Club, le podcast qui révolutionne la vision du cabinet d'expertise comptable moderne. Dans cet épisode exceptionnel, Alexis Slama reçoit Ron Baker, pionnier mondial du pricing et auteur de référence pour la transformation des cabinets.Ron Baker, expert mondialement reconnu dans la gestion des cabinets d'expertise comptable et auteur de 8 ouvrages de référence, partage sa vision révolutionnaire du développement des cabinets. Dans cette conversation passionnante, il décrypte l'évolution nécessaire des modèles économiques : de la facturation horaire au prix de valeur, jusqu'à l'économie de transformation. Vous découvrirez

Howard Behar barely graduated high school and spent just two years in community college. Yet, he became a key leader at Starbucks soon after joining the company. From the start, he saw that Starbucks was not just about coffee but about people. With no formal business degree or global experience, he relied on persistence and a deep belief in servant leadership to guide him. He rose to president of Starbucks International and helped transform the brand from a small regional chain into a global powerhouse while ensuring its people-first culture remained at its core.Howard Behar is a longtime advocate of values-driven leadership. His book, It's Not About the Coffee, explores the principles that helped build Starbucks into a people-first company. He is also a sought-after speaker and mentor, helping leaders develop cultures of trust, integrity, and purpose.In this episode, Dart and Howard discuss:- How Starbucks scaled while staying true to its values- Servant leadership in action- Why leaders must listen to employees at every level- Persistence over credentials in leadership- Hardest lessons from leading an international brand- Why Howard rejects the word "customers"- The business case for dignity and respect- What companies get wrong about inclusion- And other topics…Howard Behar is a leadership expert, former Starbucks president, and a champion of servant leadership. Serving as president of Starbucks North America and Starbucks International, he played a key role in expanding Starbucks beyond the U.S., leading its first global expansion into Japan and later into Europe and Asia. His leadership was rooted in a deep belief that business is about serving people first. He wrote It's Not About the Coffee to share his insights on leadership, culture, and values-driven business. After retiring, he has dedicated his time to mentoring, public speaking, and serving on nonprofit and corporate boards.Resources Mentioned:It's Not About the Coffee, by Howard Behar: https://www.amazon.com/Its-Not-About-Coffee-Starbucks/dp/1591842727The Magic Cup, by Howard Behar: https://www.amazon.com/Magic-Cup-Business-Parable-Putting/dp/1455538973Servant Leadership, by Robert Greenleaf: https://www.amazon.com/Servant-Leadership-Legitimate-Greatness-Anniversary/dp/0809105543Good to Great, by Jim Collins: https://www.amazon.com/Good-Great-Some-Companies-Others/dp/0066620996The Seven Habits of Highly Effective People by Stephen Covey: https://www.amazon.com/Habits-Highly-Effective-People-Powerful/dp/0743269519Built to Last by Jim Collins: https://www.amazon.com/Built-Last-Successful-Visionary-Essentials/dp/0060516402The Experience Economy by Joseph Pine and James GilmoreLeading Through by Kim Clark, Jonathan Clark, and Erin ClarkConnect with Howard:Phone: 206-972-7776Email: hb@howardbehar.comWork with Dart:Dart is the CEO and co-founder of the work design firm 11fold. Build work that makes employees feel alive, connected to their work, and focused on what's most important to the business. Book a call at 11fold.com.

The philosophy behind HR and our way of working predates most of the tools we use. While companies focus on sales and productivity, most neglect to measure one of the largest sources of value within the organization – the employee experience. Jessica Zwaan has made it her mission to teach executives and their companies how to transform the employee experience using product management principles, maximizing value for all stakeholders involved.Jessica Zwaan is the author of Built for People, the current Chief Operating Officer of Whereby, and a former COO advisor for clients like Soundcloud, Talentful, and Bolt, among others.In this episode, Dart and Jessica discuss:- The 3 things every company sells- Distinctions between people operations and human operations- Viewing work as a product and determining its value- Tracking the cost versus value of employees- The 3 aspects employees want out of their work- Value vs. volume when it comes to employees-  2 maxims of product management applicable to HR- And other topics…Jessica Zwaan is an author, speaker, and early-stage start-up executive. She is the current Chief Operating Officer of Whereby and a former COO advisor for clients like Soundcloud, Talentful, and Bolt, among others. Her latest book, Built for People, helps teach organizations and leadership how to transform the employee experience using product management principles.With a background in operations, people, and talent, Jessica's work has spanned across three continents. Jessica holds a First-Class Honours law degree from the University of Law in London. She is an international panelist and speaker and also hosts the podcast “There's This Thing at Work.”Resources mentioned:Built for People, by Jessica Zwaan: https://www.amazon.com/Built-People-Experience-Management-Principles/dp/1398608025The Book of the Courtier, by Baldesar Castiglione: https://www.amazon.com/Book-Courtier-Baldesar-Castiglione/dp/1519086954The Experience Economy, by Joseph Pine: https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975The Structure of Scientific Revolutions, by Thomas Kuhn: https://www.amazon.com/Structure-Scientific-Revolutions-50th-Anniversary/dp/0226458121The Good Enough Job, by Simone Stolzoff: https://www.amazon.com/Good-Enough-Job-Reclaiming-Life/dp/059353896XConnect with Jessica:LinkedIn: https://www.linkedin.com/in/jessicamayzwaan/www.jessicamayzwaan.com Work with Dart:Dart is the CEO and co-founder of the work design firm 11fold. Build work that makes employees feel alive, connected to their work, and focused on what's most important to the business. Book a call at 11fold.com.

In this episode, Matthew Jarvis sits down with Dan Murphy, Head of Wealth Strategies at Commonwealth, to explore the evolving landscape in financial planning. Gone are the days of product-pushing and binder-heavy financial plans; welcome to the era of experience-driven advisory! Dan walks through the "Experience Economy," revealing how advisors can transform their practices from mere service providers to architects of memorable client experiences. The industry is rapidly shifting from a product focus to an experience focus, and Dan emphasizes that modern financial planning should revolve around clients' goals and values rather than just charts and numbers. From the mindset shift required to embrace this new paradigm to the operational changes needed to support it, Dan offers a wealth of insights for advisors at every stage of their careers. He stresses the importance of cultivating genuine curiosity and empathy as crucial tools for understanding clients' needs. Creating positive experiences, Dan explains, requires intentionality in all aspects of client interactions, going beyond providing services to crafting "time well spent" for clients. Crafting Unforgettable Client Experiences with Guest Dan Murphy [Episode 272] Resources in today's episode: - Matt Jarvis: Website | LinkedIn - Dan Murphy: Website | LinkedIn - Financial Planning Experience - Financial Wellness Experience - The Experience Economy by Joseph Pine and James Gilmore

Podcast: The Perfect RIA (LS 50 · TOP 0.5% what is this?)Episode: Crafting Unforgettable Client Experiences with Guest Dan Murphy [Episode 272]Pub date: 2024-09-02In this episode, Matthew Jarvis sits down with Dan Murphy, Head of Wealth Strategies at Commonwealth, to explore the evolving landscape in financial planning. Gone are the days of product-pushing and binder-heavy financial plans; welcome to the era of experience-driven advisory! Dan walks through the "Experience Economy," revealing how advisors can transform their practices from mere service providers to architects of memorable client experiences. The industry is rapidly shifting from a product focus to an experience focus, and Dan emphasizes that modern financial planning should revolve around clients' goals and values rather than just charts and numbers. From the mindset shift required to embrace this new paradigm to the operational changes needed to support it, Dan offers a wealth of insights for advisors at every stage of their careers. He stresses the importance of cultivating genuine curiosity and empathy as crucial tools for understanding clients' needs. Creating positive experiences, Dan explains, requires intentionality in all aspects of client interactions, going beyond providing services to crafting "time well spent" for clients. Crafting Unforgettable Client Experiences with Guest Dan Murphy [Episode 272] Resources in today's episode: - Matt Jarvis: Website | LinkedIn - Dan Murphy: Website | LinkedIn - Financial Planning Experience - Financial Wellness Experience - The Experience Economy by Joseph Pine and James GilmoreThe podcast and artwork embedded on this page are from Matthew Jarvis, CFP® & Micah Shilanski, CFP®, which is the property of its owner and not affiliated with or endorsed by Listen Notes, Inc.

Are you paying attention to the rate at which your skills as a leader are being commoditized? In this episode of The Leader Factor, hosts Tim and Junior put a new spin on Joseph Pine's 1998 article, The Experience Economy. They draw parallels between an economy's differentiation and commoditization cycle and how a leader's skills can become commoditized over time.As commoditization eats away at old forms of differentiation, organizations are being forced to find new ways to provide differentiated value in the marketplace. This shift has reshaped consumer expectations and holds profound implications for leadership in today's experience-driven world.The problem? Many 21st-century leaders still use agrarian, industrial, and service leadership methods in this experience economy. As a result, organizations are bleeding talent, stifling innovation, and galloping toward commoditization and extinction.For the full learning experience, watch the episode on YouTube: https://www.youtube.com/watch?v=Fe9YbYl3C-4Or download the episode resources: https://www.leaderfactor.com/resources/the-experience-leader

When Elena Aylott was asked to lead Global Communications and Employee Experience at Oriflame Cosmetics, she was disillusioned with the traditional, administrative focus of HR. Recognizing the opportunity to drive real change, Elena accepted the role and worked to shift Oriflame towards a new approach. By initiating change and focusing on human-centered work, Elena revolutionized the global employee experience across 60+ countries, impacting thousands of employees and emerging as a champion for people-centric workplaces.Elena Aylott is a seasoned executive in People and Communications, the current Founder & CEO of Aylott Group, and the former VP of Global Communications and Employee Experience at Oriflame Cosmetics.In this episode, Dart and Elena discuss:- The challenges, successes, and future of people-centered CPOs- Elena's experience as a human-centered CPO for Oriflame- Addressing policies that create negative employee experiences- Creating individualized workplace experiences on a large scale- The importance of acts of kindness at work- Using language to change work culture- How Elena built an HR team with no HR staff- The relationship between personal branding, leadership, and community building- And other topics…Elena Aylott is a seasoned executive renowned for her transformative leadership in People and Communications. As the Founder & CEO of Aylott Group, she specializes in Strategic Community Management and Personal Branding for Experts and Leaders. As the former VP of Global Communications and Employee Experience at Oriflame Cosmetics, Elena revolutionized the global employee experience across 60+ countries, 4500 employees, and 2.1 million independent brand partners. Her initiatives shifted HR and Global Communications, fostering belonging and optimizing business efficiency. Elena is also a Business and Leadership Advisor to Wisory, as well as a Certified Leadership Coach for the EuroAcademy Leadership Institute in Stockholm, Sweden. She is a member of the TEDxStockholm Speakers' team and is proficient in three languages. Resources mentioned:The Employee Experience Advantage, by Jacob Morgan: https://www.amazon.com/Employee-Experience-Advantage-Employees-Workspaces/dp/111932162X The Power of Moments, by Chip and Dan Heath: https://www.amazon.com/Power-Moments-Certain-Experiences-Extraordinary/dp/1501147765The Experience Economy, by Joseph Pine: https://www.amazon.com/Experience-Economy-Updated-Joseph-Pine/dp/1422161978Mass Customization, by Joseph Pine: https://www.amazon.com/Mass-Customization-Frontier-Business-Competition/dp/0875843727Connect with Elena:LinkedIn: https://www.linkedin.com/in/elenaaylott/Aylott Group: https://www.linkedin.com/company/aylottgroup/ 

The philosophy behind HR and our way of working predates most of the tools we use. While companies focus on sales and productivity, most neglect to measure one of the largest sources of value within the organization – the employee experience. Jessica Zwaan has made it her mission to teach executives and their companies how to transform the employee experience using product management principles, maximizing value for all stakeholders involved.Jessica Zwaan is the author of Built for People, the current Chief Operating Officer of Whereby, and a former COO advisor for clients like Soundcloud, Talentful, and Bolt, among others. In this episode, Dart and Jessica discuss:- The 3 things every company sells- Distinctions between people operations and human operations- Viewing work as a product and determining its value- Tracking the cost versus value of employees- The 3 aspects employees want out of their work- Value vs. volume when it comes to employees-  2 maxims of product management applicable to HR- And other topics…Jessica Zwaan is an author, speaker, and early-stage start-up executive. She is the current Chief Operating Officer of Whereby and a former COO advisor for clients like Soundcloud, Talentful, and Bolt, among others. Her latest book, Built for People, helps teach organizations and leadership how to transform the employee experience using product management principles.With a background in operations, people, and talent, Jessica's work has spanned across three continents. Jessica holds a First-Class Honours law degree from the University of Law in London. She is an international panelist and speaker and also hosts the podcast “There's This Thing at Work.”Resources mentioned:Built for People, by Jessica Zwaan: https://www.amazon.com/Built-People-Experience-Management-Principles/dp/1398608025The Book of the Courtier, by Baldesar Castiglione: https://www.amazon.com/Book-Courtier-Baldesar-Castiglione/dp/1519086954The Experience Economy, by Joseph Pine: https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975 The Structure of Scientific Revolutions, by Thomas Kuhn: https://www.amazon.com/Structure-Scientific-Revolutions-50th-Anniversary/dp/0226458121 The Good Enough Job, by Simone Stolzoff: https://www.amazon.com/Good-Enough-Job-Reclaiming-Life/dp/059353896X Connect with Jessica:LinkedIn: https://www.linkedin.com/in/jessicamayzwaan/ www.jessicamayzwaan.com 

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  

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Jim Kalbach wrote the book on the jobs to be done research methodology (JTBD). Jim argues persuasively, that JTBD is way more than a tool for understanding what customers really want from a product. When used right, it can be the organizing principle that gets every part of a company pointing in the same direction, all towards satisfying customer needs. In this episode, Dart and Jim discuss:- Applying the Jobs to Be Done theory and methodology to business- Understanding and identifying the unmet needs of a marketplace - Promoting innovation by focusing on problems, not solutions- Jobs to Be Done in HR to find the right work for employees- Social, emotional, and differential factors that affect product market fit- Developing product lines to meet different circumstances- The Jobs to Be Done tools that help teams align their focus- And more…Jim Kalbach is an author, speaker, and instructor in innovation, design, and the future of work. After consulting for large companies such as eBay, Audi, Sony, and Citrix, Jim became Co-Founder and Principal at the JTBD (Jobs to Be Done) Toolkit, an online resource with learning, training, and content on human-centered business. He is also the current Chief Evangelist at Mural, the leading online whiteboard.Jim lived in Germany for 15 years, where he founded the European Information Architecture conferences and the leading UX design event, IA Konferenz. In 2013, he moved back to the United States and wrote Mapping Experiences and The Jobs to Be Done Playbook, among other publications. He is also the former editor of Boxes and Arrows and a former advisory board member of the Information Architecture Institute.Resources Mentioned:The Jobs To Be Done Playbook, by Jim Kalbach: https://www.amazon.com/Jobs-Be-Done-Playbook-Organization/dp/1933820683Mapping Experiences, by Jim Kalbach: https://www.amazon.com/Mapping-Experiences-Complete-Creating-Blueprints/dp/1491923539 Jobs to Be Done toolkit: https://www.jtbdtoolkit.com/The Experience Economy, by Joseph Pine: https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975Connect with Jim:LinkedIn: https://www.linkedin.com/in/kalbach/www.JTBDtoolkit.com 

Are you feeling a little nervous? Nervous about the economy. Nervous about your business? Or just a sense of unease when it comes to what the next 12 months might look like in this new world of business. Well today we wanted to do something a little different. Here at Remarkably, we have the privilege of having what many would call quite intimate conversations with business owners about how they are feeling in not only a post-covid business environment but also in the financial climate that many think we have yet to feel properly. The other unique position we are in is that we get to speak to experts regularly about what business owners should be doing right now to ensure they protect themselves for what is to come – whatever that may be. Overwhelmingly, the feedback is just two things. Make sure you solidify the relationships you have around you.And Lean into experience as an asset. So today, we are going to replay an episode from Season One with, who many describe, as the Godfather of Experience Marketing – Mr Joseph Pine.Mr. Pine is an internationally acclaimed author, speaker, and management advisor who has dedicated his career to exploring the changing landscape of business and the role of experience in creating value for customers. He has authored several best-selling books, including "The Experience Economy" and "Authenticity: What Consumers Really Want".In this episode, we will delve into Mr. Pine's insights on the Experience Economy, a concept he co-created with his partner James Gilmore. The Experience Economy describes the shift from a service-based economy to an economy where experiences are the key driver of growth and differentiation.We will explore how businesses can create memorable and authentic experiences for their customers and why this is crucial in today's hyper-competitive marketplace. Mr. Pine will share his thoughts on the impact of technology on the Experience Economy, and how companies can leverage it to enhance the customer experience.Join us as we uncover the insights and wisdom of Mr. B. Joseph Pine II on the Experience Economy and the power of customer experience in creating value for businesses and customers alike.Get connected with Joseph Pine atwww.strategichorizons.comTwitter:  @joepineLinkedIn: /joepineRecommended Books:The Experience Economy by Joseph Pines IIhttps://www.amazon.com.au/Experience-Economy-Competing-Customer-Attention/dp/1633697975/

From the layout of the supermarket to the colors and packaging of products, companies are constantly shaping and adapting to a mix of human nature and changing consumer trends. In this episode, we apply this perspective to the workplace and explore what we can do to design work that people want.  Paco Underhill is a researcher, speaker, and expert on consumer trends, working with clients like Microsoft, McDonald's, Adidas, and Estee Lauder. He is the founder and former CEO of Envirosell, Inc. His New York Times bestseller, Why We Buy, has been translated into 27 languages and deemed a guide to consumer behavior for over two decades. In this episode, Dart and Paco discuss:- Paco's books, How We Eat and Why We Buy- Observational research behind retail and consumer behavior- The 6 things you must consider when discussing work or retail- How to attract the right customers and employees- The shopping models of the future- Creating smoother workdays and happier employees- How to collect the right data to improve a workplace- And other topics…Paco Underhill is the founder and former CEO of Envirosell, Inc., a market research and consulting company that helped invent the science of shopping. As a researcher, speaker, and expert on consumer trends, Paco has tailored retail environments to customers, working with clients like Microsoft, McDonald's, Adidas, and Estee Lauder.Paco has lived in a multitude of cities and worked in 50 countries as a speaker, presenter, and consultant. He is a regular contributor to The Wall Street Journal and The New York Times. His New York Times bestseller, Why We Buy, has been translated into 27 languages and deemed a guide to consumer behavior for over two decades. Resources Mentioned:How We Eat, by Paco Underhill: https://www.amazon.com/How-We-Eat-Brave-World/dp/1982127090 Why We Buy, by Paco Underhill: https://www.amazon.com/Why-We-Buy-Science-Shopping-ebook/dp/B001QA4SY2“A Veteran Researcher Looks at the Subject of Shoes,” by Paco Underhill: https://www.therobinreport.com/a-veteran-researcher-looks-at-the-subject-of-shoes/The Experience Economy, by Joseph Pine: https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975Connect with Paco:www.pacounderhill.com

Are digital experiences getting in the way of customers' experiences? We recently had the pleasure of speaking with Joseph Pine, author of the article titled ‘Are Your Digital Tools Wasting Your Customers' Time?” Having previously interviewed him, we knew he had an interesting perspective on the matter. He takes a close look at the way … The post Are Digital Experiences Hampering Customer Experiences? appeared first on Marketing and Innovation.

In this episode we chatted with Ozioma Egwuonwu, the founder of BurnBright International LLC. Ozioma works with Fortune 500 companies, non-profit organizations, and business owners, to help them transform their businesses and make them future-proof with key frameworks like Visionary Future-Making.She is Expert Faculty at Singularity University, graduated from the Institute for Women's Entrepreneurship at Cornell, and even developed a Masters-level course taught at Columbia University. Ozioma has been featured on NBC, in The Guardian, and has spoken at SXSW, ADWEEK, the Websummit, and more.In this episode you'll learn:How to use the Visionary Future-Making framework to access high-order vision and bring it forward into reality.The importance of storytelling in solving problems and inspiring your team, your customers… and yourself!What different generations need from the workplace, and how that is pushing organizations to find more impactful, forward-thinking solutions for everyone.Timecodes:0:45 Conditions and ingredients for transformation3:40 The Transformation Economy, The Experience Economy by B. Joseph Pine and James H. Gilmore6:30 Singularity University, David Roberts8:50 The future and context of work19:00 The Visionary Future-Making framework25:20 Generations in the workplace31:40 Ozioma's background36:30 Overcoming challenges42:05 Advice for her younger selfConnect with Ozioma:LinkedIn: https://www.linkedin.com/in/ozioma/Twitter: https://twitter.com/culturalmavenSubstack: https://ozioma.substack.comConnect with Darja:LinkedIn: https://www.linkedin.com/in/darjagutnick/Twitter: https://twitter.com/darjagutnickSubstack: https://weeklybriefing.substack.com/Follow Bunch:LinkedIn: https://www.linkedin.com/company/bunchai/Twitter: https://twitter.com/bunch_HQBecome a better leader in 2 minutes a day with BUNCH, the AI Leadership Coach. Download it for FREE on the App Store

Do you want more time, attention, and money from your prospects and clients? You will love this conversation with one of my all-time favorite authors, Joseph Pine, author of The Experience Economy. Our guest today is Joseph Pine II. He is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. 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. In 2020 Joseph Pine and James Gilmore released a new edition of one of my all-time favorite business books, The Experience Economy: Competing for Customer Time, Attention, and Money. This 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. I'm not alone in being a fan of this book. The Experience Economy has been published in fifteen languages and was named one of the 100 best business books of all time by 800ceoread. Joe is also a contributor to the Harvard Business Review. He co-authored a thought-provoking article in the January 2022 edition, "The New You Business." This article is packed with powerful ideas we will explore in our conversation today. If you have a sales team and you want to boost results, you need to get to know Selling From the Heart. What's excellent about Selling From the Heart is how it takes a different approach to drive sales. The goal is to build trust quickly with clients and prospects through authenticity. The result is more effective prospecting, higher close rates, and more referrals. Best of all, the Selling From the Heart methodology works with your existing sales model. To learn more, visit www.sellingfromtheheart.net and make sure to listen to me and my co-host Larry Levine each week on the Selling From the Heart Podcast!

In this episode I speak with B. Joseph "Joe" Pine III, author of "The Experience Economy," whose through line has been to describe what he saw and then prescribe actions you can take to help people and organizations overcome what was holding them back. https://strategichorizons.com/pine-and-gilmore/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 the cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. Pine consults with numerous companies around the world, helping them embrace the ideas and frameworks he writes about, develop concepts for creating more economic value, and see those concepts become reality. His books (author / co-author) include Mass Customization, The Experience Economy, Infinite Possibility and Authenticity. In this episode with Swami & Vignesh, Joe talks about the need for experiences beyond just Goods & Services. He touches upon his famous presentation on “The Progression of Economic Value”, and goes on to elucidate with very specific examples on how traditional organizations can become experience organizations. How do companies like Apple & Amazon determine what is an extraordinary standard for experiences? What is the concept behind Six Looking Glasses? What is the correlation between authenticity and experience? An amazing episode awaits you. Listen in on the podcast. You can also catch the full video episode on YouTube.

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.

Ron Adner is the leading strategy thinker on the topic of business ecosystems. He is the author of The Wide Lens: What Successful Innovators See that Others Miss and a new book, Winning the Right Game: How to Disrupt, Defend, and Deliver in a Changing World. Ron shares important insights on the language of strategic alignment to help you navigate the new world of coalitions and ecosystems. If your new value proposition requires rewiring your relationships - you're in an ecosystem where there is interdependence. It takes a new language to teach new strategies, and the rewards can be great. Listen in to see if you should be shifting your perspective.   Key Takeaways [2:10] Much of what Ron writes is on how to think about innovation and make sure you are doing the right work. He stresses efficient, effective action. [3:24] What kind of shifts will disrupt your ecosystem? Modern disruptions change the ecosystem, for example, making a change in how healthcare is delivered and changing the boundaries of industries. [7:11] The COVID-19 pandemic disrupted the work ecosystem. It's a virus; it's supposed to stay in its healthcare box. It broke through boundaries to affect international relations, trade, supply chains, and more. An ecosystem disruption requires an ecosystem response. Ron shares a link for listeners to read Chapter 1 of his book, for free, to learn about the challenge we are all facing. [10:45] In 95% of conversations where people use the word “ecosystem,” you could substitute the word “mishmash,” with no loss of meaning. Ron claims there is a lack of structured thinking about ecosystems. He shares a specific definition of ecosystem, and how it connects to whether or not your new value proposition requires rewiring relationships. [12:53] Hans Rosling wrote in Factfulness about the secondary and tertiary effects of the globally important decisions we make. Ron says people can't confidently discuss third-order consequences. His work is built on the structure of interdependence; understanding the system that is implied by a value proposition. Think about the structure of the system that needs to come together for the proposition. [16:35] Ron believes that if we can think more broadly about the set of parties we are going to interact with, a lot of things become easier to see. It requires flexibility and true empathy for the counterparty's position. [18:36] When writing his book, Ron discovered that the structure of interdependence is changing. It's necessary to know what the changes are. In Jack Welch's GE, it was clear what the industry was and easy to rank who was number one. Today, all sorts of parties are on the same game board playing different games. Choose the game you want to win! Winning the wrong game can feel a lot like losing. [21:05] Meeting the clients' needs better than the competition was the traditional execution lens and it is still needed. But is that all that's needed? Is your ability to deliver on that promise entirely within your capability set, or are you going to be relying on other parties and partners to do something to enable you to deliver, not your product or service, but the value proposition that you're making? [22:50] Is it better to follow the traditional execution of the value proposition? It depends on whether you have easy access to the abilities and resources needed to deliver on that proposition. If not, you need an ecosystem of partners that can do something to enable you to deliver on the value proposition. And you need to put them on the same pedestal to maintain the value proposition. [23:45] Ron shares a case study from Michelin, and their run-flat tire. They didn't invest enough in their service garage partners and the product collapsed. Critical partners are just as important to strategize for as your end consumers. [24:50] Jan cites Steve Justice, former program director for Lockheed Martin, saying, “You've got to stand in the future. And if people are laughing at you, you know you're far enough out there, that you're standing in the future.” [25:48] Ron suggests asking, “What do we need to get there?”, “Who do we need to get there?”, “How do you align them?” He explains the differences between a project and an ecosystem. In an ecosystem, your partners may not know that you're planning to rely on them. In a project, everyone knows who the manager is. In an ecosystem, there is no hierarchy of authority. You rely on strategic alignment. [28:48] An ecosystem that's functioning well is one that's in balance. [29:42] Chapter 6 of Winning the Right Game is an attempt to understand what individual leadership means when you're playing in the ecosystem game. There is a distinction between the execution mindset required to succeed in a setting where the leader puts his organization first, and the alignment mindset required to align different organizations into an ecosystem coalition, putting the coalition first. [33:27] Jim refers to Joseph Pine and James Gilmore's concept of the experience economy, where the experience, not the service, is the greater value proposition. Ron talks about Amazon and Alexa's value proposition for the smart home and how they surpassed Apple, Google, and Microsoft to lead in smart homes, and how Tesla surpassed GM in electric cars. [37:25] Some leaders can't make the jump from leading others to leading the organization. Ron says there are different categories of leaders. We need execution people in industries. For others, building coalitions comes more naturally. Most of us are not at the top of the organization. Ron describes a mindset that is helpful for middle executives in choosing the projects they want to be in. [41:22] The language of strategy is inadequate for today's tasks. Ron suggests using the chapters of Winning the Right Game to communicate what underlies your strategy. Use the new language of strategic alignment to educate the people below and above you in the organization. [46:04] Ron summarizes. Chunks of the world operate in an industry mindset. Chunks of the world are shifting toward an ecosystem situation. First, figure out what side of the world you are in. Use the industry toolbox for industry. If your opportunity relies on a new set of collaborators and a new mode of collaboration, use the new ecosystem strategic alignment toolbox. If you get it right, rewards are great. [50:02] Jim invites listeners to visit theleadershippodcast.com and closes with a Stanley A. McChrystal quote that leaders should be like gardeners, creating and maintaining a viable ecosystem in which the organization operates.   Quotable Quotes “The key in a difficult world is efficient, effective action.” “Classic disruption … was a study of identifying substitute threats while they were still off the radar. … All that disruption was really a technology substitution.” “When I talk about an ecosystem disruption, it's this disruption that doesn't change the technology within a given box. It changes the boundaries that used to define these boxes that we can think of as traditional industries. That, I think, is what we're seeing, more and more.” “An ecosystem response is one where a coalition of actors is pulled together. ” “When I talk about an ecosystem, I have a very specific definition in mind. … It's the structure through which partners interact to deliver a value proposition to an end consumer.” “The ecosystem, then, is anchored not in any given actor, not in a firm, but in a value proposition and the structure through which multiple partners interact.” “Whenever you have a value proposition that requires a rewiring of relationships, that's when you're moving into this ecosystem world, which, I will argue, requires a new strategy toolbox to draw from.” “When you have a new proposition that doesn't require rewiring [relationships], you don't need to worry about this ecosystem stuff. You can go back toward traditional tools.” “Your challenge is not just winning but choosing the game you want to win. The threat, of course, is that you can win the wrong game, and winning the wrong game can feel a lot like losing.” “Can you execute in a traditional execution way, or do you need to rely on an ecosystem? Why do we see firms relying on partners? It's because they don't have easy access to the capabilities or the resources.” “How is it that great people are succeeding in one setting and being less successful in the other?” “In the real world, if you're in a room and you're the only person with the right answer, you're totally useless. Your job is to get everybody else to the right answer, and that requires language.” “It's not saying there's a new world order or everything has changed. It's saying some things have changed and perhaps you're in a situation that might be different but it doesn't mean everything is.”   Resources Mentioned Theleadershippodcast.com Sponsored by: Darley.com Ron Adner Ron Adner on LinkedIn Tuck School of Business at Dartmouth College The Wide Lens: What Successful Innovators See that Others Miss, by Ron Adner Winning the Right Game: How to Disrupt, Defend, and Deliver in a Changing World, by Ron Adner Clay Christensen Canon Nucor U. S. Steel Southwest Airlines MinuteClinic® CVS COVID-19 Chapter 1 of Winning the Right Game Factfulness: Ten Reasons We're Wrong About the World--and Why Things Are Better Than You Think, by Hans Rosling Stanley A. McChrystal Winning: The Ultimate Business How-To Book, by Jack Welch with Suzy Welch Jack Welch Steve Justice Lockheed Martin Jim Collins: Level 5 Leader Look: A Practical Guide for Improving Your Observational Skills, by James H. Gilmore The Experience Economy, by Joseph Pine and James H. Gilmore Disney Starbucks Amazon Alexa Tesla GM What Got You Here Won't Get You There: How Successful People Become Even More Successful, by Marshall Goldsmith with Mark Reiter Michael Port Malcolm Gladwell  

 My Business Bestie, Co-Founder & Co-CEO, Will Boenig Will has been my partner at Ascend and Element RCM for the past 4+ years. He pushes me to be a better learner, leader and human being. I love his pattern recognition as he relates his experiences at DaVita (Fortune 500 Dialysis company) to the ABA field: in particular value-based care and organizational culture. Enjoy, Kind Listener! Will's Top 3 Recent Reads:Eleven Rings, Phil JacksonThe Experience Economy, Joseph Pine & James GilmoreUniquely Human, Barry Prizant   Sponsored by ElementRCM 

In 1999, Joseph Pine and James Gilmore offered this idea to readers as a new way to think about connecting with customers and securing their loyalty. As a result, their book The Experience Economy is now a classic, embraced by readers and companies worldwide and read in more than a dozen languages. And though the world has changed in many ways since then, the way to a customer's heart has not. In fact, the idea of staging experiences to leave a memorable—and lucrative—impression is now more relevant than ever. With an ongoing torrent of brands attacking consumers from all sides, how do you make yours stand out? Welcome to the new Experience Economy. With this fully updated edition of the book, Pine and Gilmore make an even stronger case that experience is the missing link between a company and its potential audience. It offers new rich examples—including the U.S. Army, Heineken Experience, Autostadt, Vinopolis, American Girl Place, and others—to show fresh approaches to scripting and staging compelling experiences, while staying true to the very real economic conditions of the day.

What would change in your business if you charged for admission? This week, Jay interviews B. Joseph Pine II, the co-author of the Experience Economy and director at Strategic Horizons.  In this episode, Joseph argues why products and services are not enough in building a business that can organically grow through word of mouth.   We discuss how companies can truly thrive if they focus on the transformation that their customers are seeking. He then shows us that when we do find the “sweet spot” of transformational experience, we gain a loyalty and virality that can not only be banked on but be charged for. Joseph Pine has been described as the Godfather of the Customer Experience field. He is the co-author of The Experience Economy, an internationally acclaimed author, TED speaker, and management advisor. Joseph has been committed to highlighting to businesses that their product or service is not enough to grow and that truly successful businesses focus on the customised, remarkable experiences to not only withstand the speed at which competition and innovation effects business but grow in spite of it.  Takeaway points:Business should not consider money as an end. It is the measure of how well you fulfil your end.Aspiration of the company should align with the aspiration of the customer.Authenticity or the New Customer Sensibility is important as how you treat your customers.Listen to your customers = marketing transformation. Four levels of Hybrid Experiences Offer virtual experiences to your customersTwitchification  - customers can access to information better than live experiencesSell access to eventsTake highlights of the online events on your social media to entice the customers You don't need an advertising budget if you are remarkable, people will talk about it. They will tell people about it and want to become part of it because the fundamentals is Marketing.Quotes:19:35 It's not about what difference you want to make in the world, but who you want to be.33.09 Put value in your customer's experience54:25  Make the business remarkable to have customers talk about it. Get connected with Joseph Pine at www.strategichorizons.com Twitter  @joepine LinkedIn /joepineRecommended Books:The Experience Economy by Joseph Pines IIhttps://www.amazon.com.au/Experience-Economy-Competing-Customer-Attention/dp/1633697975/

To learn more, visit https://www.futureofstorytelling.org/story/joseph-pine-ep-43 --© 2021 Future of StoryTelling, Corp.Produced by Future of StoryTelling, Corp.124 West 13th StreetNew York, NY 10011Founder and CEO, Charles MelcherExecutive Producer, Carolyn MerrimanAssociate Producer, Luke Gernertin collaboration with Charts & LeisureFounder, Jason OberholtzerExecutive Producer, Mike RugnettaEditor, Garrett Crowe Mix and Music, Michael SimonelliWith special thanks to Joseph Pine, Madison Brown, Bonnie Eldon, Shannon Fanuko, Meghal Janardan, and Megan Worman.

As a customer, you're not buying the item. You're buying the experience. Today, we have Joseph Pine, co-author of The Experience Economy, on the show to discuss the importance of delighting your customer, along with some powerful examples that will help you “Design the TIME the customer spends with YOU”. If you work with people, then this episode is for you.

Joe Pine is a business advisor to Fortune 500 companies and startups, cofounder of Strategic Horizons, speaker author and co-author of several books, primarily The Experience Economy - a classic with a third release in 2020. In this episode we talk about the Experience Economy, Mass Customisation and go through Joe's wealth of experience and case studies.

It's summertime. Do you know what that means? That's right. It's time for your summer reading list. I bet you thought you were too old for such things.  In this episode,  we share 7 essential books for any Customer Experience professional to read, ideally in a tropical locale with a fruity drink in hand.  Key Ideas to Improve your Customer Experience From books on Customer Experience to books about psychology to 1990s bestselling business books, we have a wide variety of reading material for Customer Experience professionals. These books will help you understand why customer behavior is the way it is and how you can help move that behavior to a place that delivers customer-driven growth. Best of all, we save the best for last. Here are the 7 books we think you should read this summer: The Experience Economy: Competing for Customer Time, Attention, and Money by B. Joseph Pine and James H. Gilmore The End of Average How We Succeed in a World That Values Sameness by Todd Rose Who Moved My Cheese? By Dr. Spencer Johnson Uncontrolled: The Surprising Payoff of Trial and Error for Business, Politics, and Society by Jim Manzi The 7 Habits of Highly Effective People by Stephen R. Covey The Up Side of Down: Why Failing Well Is the Key to Success by Megan McArdle The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level by Colin Shaw and Ryan Hamilton See what we did there? Here are a few key moments in the discussion: 02:56   Colin introduces his first book, The Experience Economy cowritten by Joe Pine, a recent guest on the podcast from a few weeks back.  05:05   Ryan introduces his first book, The End of Average, and explained the basic idea of the book and the implications for Customer Experience. 06:53    Colin recommends Who Moved My Cheese?, a 90s bestseller that changed his life by urging him to start his own global Customer Experience Consultancy. 12:54    Ryan shares a book called Uncontrolled, a book that emphasizes the importance of experimentation. 17:15   Colin gives a brief summary of the seven habits shared in The 7 Habits of Highly Effective People.       22:19.   Ryan suggests The Up Side of Down, which shares the idea that failure is critical to growth and lessons learned from failure can lead to future successes. 24:40.  We save the best for last with The Intuitive Customer, our book that explores the 7 imperatives for taking your experience to a new level of greatness. Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

It's summertime. Do you know what that means? That's right. It's time for your summer reading list. I bet you thought you were too old for such things.  In this episode,  we share 7 essential books for any Customer Experience professional to read, ideally in a tropical locale with a fruity drink in hand.  Key Ideas to Improve your Customer Experience From books on Customer Experience to books about psychology to 1990s bestselling business books, we have a wide variety of reading material for Customer Experience professionals. These books will help you understand why customer behavior is the way it is and how you can help move that behavior to a place that delivers customer-driven growth. Best of all, we save the best for last. Here are the 7 books we think you should read this summer: The Experience Economy: Competing for Customer Time, Attention, and Money by B. Joseph Pine and James H. Gilmore The End of Average How We Succeed in a World That Values Sameness by Todd Rose Who Moved My Cheese? By Dr. Spencer Johnson Uncontrolled: The Surprising Payoff of Trial and Error for Business, Politics, and Society by Jim Manzi The 7 Habits of Highly Effective People by Stephen R. Covey The Up Side of Down: Why Failing Well Is the Key to Success by Megan McArdle The Intuitive Customer: 7 Imperatives for Moving Your Customer Experience to the Next Level by Colin Shaw and Ryan Hamilton See what we did there? Here are a few key moments in the discussion: 02:56   Colin introduces his first book, The Experience Economy cowritten by Joe Pine, a recent guest on the podcast from a few weeks back.  05:05   Ryan introduces his first book, The End of Average, and explained the basic idea of the book and the implications for Customer Experience. 06:53    Colin recommends Who Moved My Cheese?, a 90s bestseller that changed his life by urging him to start his own global Customer Experience Consultancy. 12:54    Ryan shares a book called Uncontrolled, a book that emphasizes the importance of experimentation. 17:15   Colin gives a brief summary of the seven habits shared in The 7 Habits of Highly Effective People.       22:19.   Ryan suggests The Up Side of Down, which shares the idea that failure is critical to growth and lessons learned from failure can lead to future successes. 24:40.  We save the best for last with The Intuitive Customer, our book that explores the 7 imperatives for taking your experience to a new level of greatness. Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

A replay of the monthly B2B Growth Show "Book Talk" about books recently featured on The Marketing Book Podcast The Experience Economy: Competing for Customer Time, Attention, and Money by Joseph Pine and James Gilmore The Hype Handbook: 12 Indispensable Success Secrets From the World’s Greatest Propagandists, Self-Promoters, Cult Leaders, Mischief Makers, and Boundary Breakers by Michael F. Schein Ultimate Guide to Google Ads by Perry Marshall, Mike Rhodes, and Bryan Todd Selling From The Heart: How Your Authentic Self Sells You! By Larry Levine

The Experience Economy: Competing for Customer Time, Attention, and Money by Joseph Pine and James Gilmore Time is limited. Attention is scarce. Are you engaging your customers? Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral? Welcome to the Experience Economy, where businesses must form unique connections in order to secure their customers' affections--and ensure their own economic vitality. This seminal book on experience innovation by Joe Pine and Jim Gilmore explores how savvy companies excel by offering compelling experiences for their customers, resulting not only in increased customer allegiance but also in a more profitable bottom line.  Translated into thirteen languages, The Experience Economy has become a must-read for leaders of enterprises large and small, for-profit and nonprofit, global and local. Now with a brand-new preface, Pine and Gilmore make an even stronger case for experiences as the critical link between a company and its customers in an increasingly distractible and time-starved world.  Filled with detailed examples and actionable advice, The Experience Economy helps companies create personal, dramatic, and even transformative experiences, offering the script from which managers can generate value in ways aligned with a strong customer-centric strategy. Click here for this episode's website page with the links mentioned during the interview... https://www.salesartillery.com/marketing-book-podcast/experience-economy-james-gilmore

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

Today’s Coaching Through Stories episode features Sonia Rhodes, the founder and CEO of the Experience Lab, a one-of-a-kind experience design firm that's committed to transforming every aspect of the health care experience from the inside out. The Experience Lab is also the place where visionary health care leaders and systems design, collaborate, and explore the future for health care. Sonia and her team are committed to healing healthcare from the inside out. Take a moment to reflect on the best experience you have had. In today’s podcast, Sonia discussed how being authentic led her on the path she wanted rather than being distracted by those who offered her other opportunities or doubted her ideas. From this episode, you will walk away with clarity on how your connection and intention when providing a service (scratch that), when providing an experience, can have on your customers. Episode Highlights: Sonia shared her story and how this event served as a wake up call for her to explore how to create connections and positively impact patient experience.  Typical hospital experiences are charged with high emotion, focused on healing physical symptoms, and discharging you. Authentic positive employee experience will yield better patient outcomes and patient experience. How to gain clarity of your intent regarding the feeling you want an employee or customer to have. How integrity shows up in Sonia’s life. Sonia’s core leadership values and her leadership philosophy. How Sonia lifts herself and others up. Sonia’s personal practices as a leader. How to understand, define, and design a feeling. How people can overcome negative chatter like self-doubt in order to be in the present moment. How Sonia highlights the value and the effectiveness of the human experience as it relates to performance. One thing that can be done to reshape an experience. How to embody the employee experience in a virtual environment. Sonia’s vision for the Experience Lab. Books Sonia recommends.   Three Key Points: Better patient experience leads to better patient outcomes and patient experience is directly influenced by employee experience. Positive patient experience cannot emanate from a poor employee experience. Identifying your intention and feeling you want your customer to have can guide you in designing the ideal experience you want your customer to have. Being in the present moment is critical to providing a meaningful experience.   Quotes: “We are dedicated to fully transforming the human experience in healthcare for team members, providers, patients, guests, and the community and every single day, we get up passionate and striving to help make healthcare better.” “You are who you say you are.” “Who am I as a leader? Is someone called to something higher than myself and someone who can call others to their highest selves as well.” “We are memory makers in this work and that matters.”   Resources Mentioned: HigherEchelon The Experience Lab The Experience Economy by B. Joseph Pine

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.

In this episode, we speak to Dr Peter C. Evans, Managing Partner at the Platform Strategy Institute and co-founder of the advisory firm Enterprise Sound Strategy.  Peter holds a PhD from MIT and is co-chair of the MIT Platform Strategy Summit. He has over 20 years of experience leading teams in identifying, assessing, and communicating high-priority marketplace trends and disruptions to shape effective business strategy, innovation and investment.   He has specialized in helping companies anticipate key market trends, develop strategic responses as craft seminal thought leadership that frames and articulates the need for change.   We were curious to talk to Peter about the concept of “platform talent” and what companies are looking for when it comes to recruiting leaders in platform strategy and development. Peter talks us through some of the key insights from the latest study by the Platform Strategy Institute – exploring among other things the key roles covered by the notion “platform talent”.  He explains how sometimes recruiters themselves don’t fully understand exactly what they’re looking for, and that it was the still rather incomplete understanding of the market for platform talent that drew his attention to this “white space” of the platform economy in the first place.  If you’re an executive or HR leader looking to hire next platform talent, or if you want to know how to stand out as a candidate or gain the rights skills in this thriving market, you’ll enjoy this episode!  Remember that you can find the show notes and transcripts from all our episodes on our Medium publication: https://medium.com/@Boundaryless_/4697aeb3e8dd?source=friends_link&sk=cd04fcd569866e9f806f761e1730c60f  To find out more about Peter’s work: > Website: https://platformstrategyinstitute.com/  > LinkedIn: https://www.linkedin.com/in/peter-c-evans-phd-217b8/  > Twitter: https://twitter.com/pevans_c Other references and mentions: > MIT Platform Strategy Summit: http://ide.mit.edu/events/2020-mit-platform-strategy-summit  > Keynote from the MIT Platform Strategy Summit 2020 by the summit co-chairs Peter C. Evans, Geoffrey Parker and Marshall Van Alstyne: https://youtu.be/CUQaqMILuKQ   >  Peter C. Evans and Annabelle Gawer, The Rise of the Platform Enterprise: A Global Survey, Center for Global Enterprise, 2016: https://www.thecge.net/app/uploads/2016/01/PDF-WEB-Platform-Survey_01_12.pdf   > Peter Evans, Cross-Platform Integrations: Why ExxonMobil and Bandsintown Should Do a Deal, 2020: https://www.linkedin.com/pulse/cross-platform-integrations-why-exxonmobil-should-do-deal-evans-phd/ > Peter Evans and Joseph Pine, Experience Platforms: Finding New Strategic Value in Today’s Experience Economy:https://platformstrategyinstitute.com/experience-platforms/  > Microsoft, Automation Anywhere: https://www.automationanywhere.com/solutions/microsoft-azure-rpa-automation  > Bands in Town: https://www.bandsintown.com/  Find out more about the show and the research at Boundaryless at: www.platformdesigntoolkit.com/podcast  Thanks for the ad-hoc music to Liosound / Walter Mobilio. Find his portfolio here: www.platformdesigntoolkit.com/music  Recorded on 22 September 2020.

Nick Dawson is the co-organizer of the Emergency Design Collective. In today’s episode, we talk about healthcare innovation labs, how to think about opportunities in healthcare, healthcare versus sick care, and launching the EDC to support the COVID-19 response. Show Host: Dawan Stanford Show Summary Nick Dawson grew up with a father who worked in healthcare and hospitals. As he entered college, he was convinced that he absolutely didn’t want to work in the same field. But the technology used in the local hospital intrigued and interested him enough to accept an internship in the IT department there. While immersed in how hospitals work, Nick discovered his interest in complex systems and their challenges. His internship turned into a lifelong career that led him into design and innovation for healthcare. While working as a healthcare performance improvement consultant for a large healthcare conglomerate, Nick needed to travel frequently by air. During his business travel, he witnessed a failing airline’s poor treatment of its employees; this was the nascence of his interest in the idea of re-designing healthcare’s patient and staff experiences. He realized that experience is something people and organizations must always create with intention and thought, and something that must be centered on those who are living and working in the experience. Experience design, healthcare and the ability to wrestle with complexity drives his work. Examples include designing the Johns Hopkins Sibley Innovation Hub, and his recent co-founding of the Emergency Design Collective, which focuses on re-thinking how we approach healthcare, helping businesses and organizations design their work spaces to support the health and wellbeing of their employees, and on creating a “public health design” core curriculum. Listen in to learn more about: The challenges of designing for innovation in hospital environments Designing the Johns Hopkins Sibley Innovation Hub The unique collaborative aspects of clinical hospital teams Creating a flexible work environment and power dynamic in teams The “product” of healthcare How everything in our life is connected to, and has an influence on, our health The social determinants of health The Emergency Design Collective and its work Ways to rethink how we work and function in order to design for good health Our Guest’s Bio Nick Dawson has been at the forefront of bringing design innovation to healthcare. He started and led the design innovation program at Johns Hopkins before joining Kaiser Permanente to lead innovation nationally. Nick chaired the Medicine X program in the Stanford school of Medicine until 2019 and worked with the Obama White House to bring patient-centered design to policy making and healthcare priorities. In April 2020, Nick left KP to co-found the Emergency Design Collective — a group of doctors, designers and public health experts using design to respond to urgent public health crises. Show Highlights [03:00] Nick’s start in healthcare and design. [04:19] Nick discovers his interest in complex systems problems. [04:28] How a hospital is like a miniature city. [05:23] Nick’s witnessing of an airline’s financial failure leads to a revelation about experience. [09:00] Learning from and listening to patients about what they need and want from their healthcare. [10:57] Why it can be challenging to innovate in healthcare. [11:29] Why healthcare is a risk-averse industry. [12:05] Nick’s focus on re-centering the work from the hospital to the communities, patients, and staff it serves. [12:51] Advice for overcoming people’s resistance to change. [13:31] The dilemma of how to help people embrace change and innovation instead of resisting it. [15:00] How hospital staff reacted to the launching of the Johns Hopkins Sibley Innovation Hub. [17:15] Nick talks about building the Sibley Innovation Hub team and working to create a welcoming space. [18:27] The unique characteristics of teams and teamwork in the clinical hospital environment versus the management side of healthcare. [19:39] How Nick disseminated power among his team members. [21:59] Nick’s thoughts on the “product” of healthcare. [22:50] The concept of a social needs emergency room existing upstream of clinical emergency rooms. [23:05] The interconnectedness of every part of our life with our health. [23:20] The social determinants of health. [24:18] What it means to design “upstream” of healthcare. [27:23] Some opportunities for people who want to act and serve not just in response to the current COVID-19 crisis, but also in the future as systems begin to change. [28:07] The Emergency Design Collective and the “new normal.” [28:27] Nick’s thought on education and how it might change. [29:15] What might happen if every corporation started to think of itself as an H corp and prioritizing health? [29:30] How the current global pandemic is potentially re-shaping the way we think about health. [31:15] Ways the EDC supports purposeful business and space design with a focus on good health and wellbeing. [33:40] Resources Nick recommends on design, innovation, and healthcare. Links Nick on LinkedIn Nick on Twitter Emergency Design Collective Personal Website Innovation as a requirement for success in healthcare An Everyone Included Design Story TEDMED Interview with Nick from 2014 Ward Infinity Book Recommendation: The Experience Economy, by B. Joseph Pine and James H. Gilmore Book Recommendation: The Cluetrain Manifesto, by Rick Levine, Christopher Locke, Doc Searls, David Weinberger, and Jake McKee Book Recommendation: Org Design for Design Orgs, by Peter Merholz and Kristin Skinner Book Recommendation: 101 Design Methods: A Structured Approach for Driving Innovation in Your Organization, by Vijay Kumar Other Design Thinking 101 Episodes You Might Like Adding System Awareness to System Design to Your Innovation Stack with Julie Guinn — DT101 E43 Designing Health Systems + Creating Effective Design Workshops with Sean Molloy — DT101 E44 A Designer’s Journey into Designing for Health and Healthcare with Lorna Ross — DT101 E45 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

Nick Dawson is the co-organizer of the Emergency Design Collective. In today's episode, we talk about healthcare innovation labs, how to think about opportunities in healthcare, healthcare versus sick care, and launching the EDC to support the COVID-19 response. Show Host: Dawan Stanford Show Summary Nick Dawson grew up with a father who worked in healthcare and hospitals. As he entered college, he was convinced that he absolutely didn't want to work in the same field. But the technology used in the local hospital intrigued and interested him enough to accept an internship in the IT department there. While immersed in how hospitals work, Nick discovered his interest in complex systems and their challenges. His internship turned into a lifelong career that led him into design and innovation for healthcare. While working as a healthcare performance improvement consultant for a large healthcare conglomerate, Nick needed to travel frequently by air. During his business travel, he witnessed a failing airline's poor treatment of its employees; this was the nascence of his interest in the idea of re-designing healthcare's patient and staff experiences. He realized that experience is something people and organizations must always create with intention and thought, and something that must be centered on those who are living and working in the experience. Experience design, healthcare and the ability to wrestle with complexity drives his work. Examples include designing the Johns Hopkins Sibley Innovation Hub, and his recent co-founding of the Emergency Design Collective, which focuses on re-thinking how we approach healthcare, helping businesses and organizations design their work spaces to support the health and wellbeing of their employees, and on creating a “public health design” core curriculum. Listen in to learn more about: The challenges of designing for innovation in hospital environments Designing the Johns Hopkins Sibley Innovation Hub The unique collaborative aspects of clinical hospital teams Creating a flexible work environment and power dynamic in teams The “product” of healthcare How everything in our life is connected to, and has an influence on, our health The social determinants of health The Emergency Design Collective and its work Ways to rethink how we work and function in order to design for good health Our Guest's Bio Nick Dawson has been at the forefront of bringing design innovation to healthcare. He started and led the design innovation program at Johns Hopkins before joining Kaiser Permanente to lead innovation nationally. Nick chaired the Medicine X program in the Stanford school of Medicine until 2019 and worked with the Obama White House to bring patient-centered design to policy making and healthcare priorities. In April 2020, Nick left KP to co-found the Emergency Design Collective — a group of doctors, designers and public health experts using design to respond to urgent public health crises. Show Highlights [03:00] Nick's start in healthcare and design. [04:19] Nick discovers his interest in complex systems problems. [04:28] How a hospital is like a miniature city. [05:23] Nick's witnessing of an airline's financial failure leads to a revelation about experience. [09:00] Learning from and listening to patients about what they need and want from their healthcare. [10:57] Why it can be challenging to innovate in healthcare. [11:29] Why healthcare is a risk-averse industry. [12:05] Nick's focus on re-centering the work from the hospital to the communities, patients, and staff it serves. [12:51] Advice for overcoming people's resistance to change. [13:31] The dilemma of how to help people embrace change and innovation instead of resisting it. [15:00] How hospital staff reacted to the launching of the Johns Hopkins Sibley Innovation Hub. [17:15] Nick talks about building the Sibley Innovation Hub team and working to create a welcoming space. [18:27] The unique characteristics of teams and teamwork in the clinical hospital environment versus the management side of healthcare. [19:39] How Nick disseminated power among his team members. [21:59] Nick's thoughts on the “product” of healthcare. [22:50] The concept of a social needs emergency room existing upstream of clinical emergency rooms. [23:05] The interconnectedness of every part of our life with our health. [23:20] The social determinants of health. [24:18] What it means to design “upstream” of healthcare. [27:23] Some opportunities for people who want to act and serve not just in response to the current COVID-19 crisis, but also in the future as systems begin to change. [28:07] The Emergency Design Collective and the “new normal.” [28:27] Nick's thought on education and how it might change. [29:15] What might happen if every corporation started to think of itself as an H corp and prioritizing health? [29:30] How the current global pandemic is potentially re-shaping the way we think about health. [31:15] Ways the EDC supports purposeful business and space design with a focus on good health and wellbeing. [33:40] Resources Nick recommends on design, innovation, and healthcare. Links Nick on LinkedIn Nick on Twitter Emergency Design Collective Personal Website Innovation as a requirement for success in healthcare An Everyone Included Design Story TEDMED Interview with Nick from 2014 Ward Infinity Book Recommendation: The Experience Economy, by B. Joseph Pine and James H. Gilmore Book Recommendation: The Cluetrain Manifesto, by Rick Levine, Christopher Locke, Doc Searls, David Weinberger, and Jake McKee Book Recommendation: Org Design for Design Orgs, by Peter Merholz and Kristin Skinner Book Recommendation: 101 Design Methods: A Structured Approach for Driving Innovation in Your Organization, by Vijay Kumar Other Design Thinking 101 Episodes You Might Like Adding System Awareness to System Design to Your Innovation Stack with Julie Guinn — DT101 E43 Designing Health Systems + Creating Effective Design Workshops with Sean Molloy — DT101 E44 A Designer's Journey into Designing for Health and Healthcare with Lorna Ross — DT101 E45 ________________ Thank you for listening to the show and looking at the show notes. Send your questions, suggestions, and guest ideas to Dawan and the Fluid Hive team. Cheers ~ Dawan Free Download — Design Driven Innovation: Avoid Innovation Traps with These 9 Steps Innovation Smart Start Webinar — Take your innovation projects from frantic to focused!

It was 1999 when a book titled “The experience economy” made its appearance in the bookstores around the world.Many listeners will surely remember how companies, back then, were still busy producing goods and delivering services at full speed and very few of them, with the exception of some in the entertainment and hospitality industry, would ever think of their interactions with their clients as EXPERIENCES.Yet, experiences they were, for experience is an inevitable dimension of human life.When asked if they were trying to predict the future, authors Pine and Gilmour always answered that they were anything but futurists and that their work was grounded in history and in the present.Fast forward two decades, CUSTOMER EXPERIENCE has become not just a common language, but a concept that pretty much every company in every industry says they are fully committed to.However, the reason many companies do not succeed, despite their effort, in staging memorable and transformative experiences for their customers is because they fail to use the framework explained in the book The Experience Economy, which, by the way,  was re-issued in 2019 with many updates, and which is based on universal principles that make it as current and as effective today as it's ever been.In my conversation with Co-author B. Joseph Pine II,I've learned:Experiences are NOT just nice and easy serviceExperiences are time well spentExperiences must be designed and stagedExperience must leave positive cluesDifference between Experiential Marketing and Marketing ExperiencesExperiences are at the highest level of the economic progressionA theme helps create a memorable experienceExperience designers should take inspiration from theatre

Think back to our economy before Covid-19. The idea of staging experiences to leave a memorable—and lucrative—impression was more relevant than ever. With an ongoing torrent of brands attacking consumers from all sides, how do brands stand out? Today we're joined by internationally acclaimed author, speaker, and management advisor Joseph Pine to discuss mass customization and it's relation to our experience-based economy. Joseph's recent novel, Mass Customization the New Frontier in Business Competition, dives head first into the Nations declining competitiveness and how brands can utilize mass customization to allow them the freedom to create a greater variety and individuality in their products and services at desirable prices.  Together we’ll discuss our experience-based economy, how brands can use mass customization to expand their customer base, and why companies that are implementing this method are outpacing their competitors.

In this episode of the 5 Leadership Questions podcast, Todd Adkins is joined by Daniel Im, former cohost of 5LQ, Senior Associate Pastor at Beulah Alliance Church, and author of You Are What You Do. They discuss the following questions: What do you mean by the saying that experiences are better than things?What's the shadow side of the lie that you are what you experience?Do you address anything about how experience economy has shifted us from ownership-minded to access-minded?How are we seeing the idea of experience come into the church? BEST QUOTES "Experiences create more memories and for us, as a culture, we are spending more money on experiences than things.""Experience is everywhere you look, even in the way our culture is trying to sell products." "If you take a photo of a thing, you are never going to get as many likes as if you take a picture of yourself in an experience." "Influencer marketing is being driven by narcissism.""Envy and jealousy stirs up in our heart when we see an experience, not just when we see a thing.""The problem with believing you are what you experience is that the odds are stacked against us because it is impossible not to compare.""In the church, you don't want to fuel comparison and envy the way that marketers do.""You want connection, community, and interactions to happen within the church." RECOMMENDED RESOURCES LifeWay Leadership Podcast Network You Are What You Do by Daniel Im The Experience Economy by Joseph Pine and James Gilmore 5LQ Episode 344: The Power of Moments Book Breakdown New Churches Q&A Podcast This episode's sponsor: For more than 25 years, Portable Church® has helped thousands of churches launch strong and thrive in a mobile setting. They design custom solutions that fit each budget, vision, and venue. Everything you need to launch a mobile church — an inviting worship space, kids ministry areas, welcome spaces, storage cases, etc — all in a system refined to make it fast, easy & fun for the weekly volunteer teams.

Joe Pine is a sought after speaker, author and management advisor to Fortune 500 companies.  Known 20 years ago as forecasting the then ascent, just emerging Experience Economy that is in full bloom today. In this take 2 recording Joe and I talk about the transformation of industry as a result of this book and shifts in business thinking around how to create experiences as an economic offering.  We do a deep dive into specific executions and examples giving life to how this is changing the business landscape. In 1999, Joseph Pine and his author/partner James Gilmore presented a new way to think about connecting with customers and keeping their attention.  They released a book called The Experience Economy and is now a must read for anyone wanting to uniquely serve customers effectively.  Now 20 years later this forecasted economy has exploded and in this episode we discuss the journey and new the NEW experience economy and some of the subtle changes and not so subtle ones.  For more background Joe Pine wrote this celebrated article in the Harvard Business Review called: "Welcome to the Experience Economy"  "Economists have typically lumped experiences in with services, but experiences are a distinct economic offering, as different from services as services are from goods. Today we can identify and describe this fourth economic offering because consumers unquestionably desire experiences, and more and more businesses are responding by explicitly designing and promoting them. As services, like goods before them, increasingly become commoditized—think of long-distance telephone services sold solely on price—experiences have emerged as the next step in what we call the progression of economic value. (See the exhibit “The Progression of Economic Value.”) From now on, leading-edge companies—whether they sell to consumers or businesses—will find that the next competitive battleground lies in staging experiences." - credit: Harvard Business Review / Pine & Gilmore According to Wikipedia The term "Experience Economy" was first used in a 1998 article by B. Joseph Pine II and James H. Gilmore describing the experience economy as the next economy following the agrarian economy, the industrial economy, and the most recent service economy. The concept had been previously researched by many authors. Pine and Gilmore argue that businesses must orchestrate memorable events for their customers, and that memory itself becomes the product: the "experience". More advanced experience businesses can begin charging for the value of the "transformation" that an experience offers, e.g., as education offerings might do if they were able to participate in the value that is created by the educated individual. This, they argue, is a natural progression in the value added by the business over and above its inputs.[1] Although the concept of the experience economy was initially focused in business, it has crossed into tourism, architecture,[2] nursing, urban planning and other fields. The Experience Economy is also considered the main underpinning for customer experience management. Follow Joe Pine: Linkedin Strategic Horizons The Groundswell Marketing Podcast: www.Groundswell.fm Follow Scott A. Martin: Linkedin Groundswell Marketing   

My guest today is Joseph Pine II, the co-author of The Experience Economy. He is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. 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. The topic is his book The Experience Economy. In this episode of Trend Following Radio we discuss: Joseph Pine and James Gilmore make an even stronger case for experiences as the critical link between a company and its customers in an increasingly distractible and time-starved world. Jump in! --- I'm MICHAEL COVEL, the host of TREND FOLLOWING RADIO, and I'm proud to have delivered 10+ million podcast listens since 2012. Investments, economics, psychology, politics, decision-making, human behavior, entrepreneurship and trend following are all passionately explored and debated on my show. To start? I'd like to give you a great piece of advice you can use in your life and trading journey… cut your losses! You will find much more about that philosophy here: https://www.trendfollowing.com/trend/ You can watch a free video here: https://www.trendfollowing.com/video/ Can't get enough of this episode? You can choose from my thousand plus episodes here: https://www.trendfollowing.com/podcast My social media platforms: Twitter: @covel Facebook: @trendfollowing LinkedIn: @covel Instagram: @mikecovel Hope you enjoy my never-ending podcast conversation!

Time is limited. Attention is scarce. Are you engaging your customers? Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more–something visceral? Welcome to the Experience Economy, where businesses must form unique connections in order to secure their customers’ affections–and ensure their own economic vitality. This seminal book on experience innovation by Joe Pine and Jim Gilmore explores how savvy companies excel by offering compelling experiences for their customers, resulting not only in increased customer allegiance but also in a more profitable bottom line. Translated into thirteen languages, The Experience Economy has become a must-read for leaders of enterprises large and small, for-profit and nonprofit, global and local. Now with a brand-new preface, Joseph Pine and James Gilmore make an even stronger case for experiences as the critical link between a company and its customers in an increasingly distractible and time-starved world. Filled with detailed examples and actionable advice, The Experience Economy helps companies create personal, dramatic, and even transformative experiences, offering the script from which managers can generate value in ways aligned with a strong customer-centric strategy.

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.

Join host Mark Gilbreath for "THE FLEXIBLE OFFICE ECONOMY" a thoughtful and thought-provoking podcast featuring candid conversations with innovators and leaders from across the Flexible Office Economy.   What you'll hear on this episode Insights from an OG of Coworking; How principles of The Experience Economy are shaping the evolution of Coworking; Expanding the margin opportunity in Coworking; Asset yield optimization; The human need to belong; The social dimension of work and workplace People and companies mentioned Fueled Collective, LiquidSpace, Coco, Joseph Pine, James Gilmore, Starbucks, Soho House, Tishman Speier, The Battery, Wingtip, Neuehouse

Thomas Plummer is the Founder of the National Fitness Business Alliance, an industry thought leader, author of ten books, speaker and ultimate fitness business guru. He has been in the industry for over 40 years, and shares his wealth of information and experience in the business of fitness with others through his books, workshops and coaching sessions.   A brutally honest advisor and a true visionary in the fitness industry, Thom sheds light on leading numerous controversial movements in the fitness space, and how he has managed to do so time, and time again. He shares why using the same methods of previous years will no longer be sufficient to gain and retain modern fitness consumers, and how clubs need to adapt to the changing times. Thom also explains why the race to the bottom is not a sustainable model for clubs, and why the layering process he teaches leads to far greater success. Tune in to find out more!   Key Takeaways: [:50] Kelly introduces her guest for this episode - Thomas Plummer. [1:28] Kelly shares how she first met Thom, and some of her memories of Thom. [4:25] What led Thom into the fitness space 40 years ago? [7:10] Thom has led a lot of controversial movements in the fitness space. What has been the evolution of the fitness industry over the last 40 years? [11:09] What are some of the things that are working right now, today, in clubs? [16:40] What is the training gym experience? [19:37] What role does Thom see technology playing in delivering these experiences to customers? [24:34] Kelly and Thom discuss the idea that if technology is not enabling or enhancing human experience, it shouldn't be in the club. [27:35] Thom explains more about the layering process he teaches and why that's a successful model for club operators. [33:15] What's the problem with the race to the bottom? [36:27] What is Thom's hope for the fitness industry? [39:42] Thom currently doesn't see the leadership necessary to take the fitness industry to the next level. [41:34] The future is purpose-driven profitability in delivering experience that is going to cultivate a community, and not just commoditize fitness. [48:51] How can you find out more about Thom and his work?   Mentioned in This Episode: ABC Financial Services Kelly Card Thomas Plummer Thomas Plummer on Medium How to Make More Money in the Fitness Industry by Thomas Plummer Thomas Plummer on Facebook Perform Betters Summits National Fitness Business Alliance Books by Thomas Plummer Nautilus Home Fitness Solutions Gold's Gym World Gym Powerhouse Gym CrossFit Planet Fitness The Club Insider Magazine Curves circuit training One Hundred Thirteen Million Markets of One - How The New Economic Order Can Remake The American Economy by Chris Norton and Ross Honeywill The Experience Economy, by Joseph Pine and James Gilmore MYZONE The Mirror Lifecycle bike Peloton SoulCycle Eric Casaburi, Retro Fitness Alwyn and Rachel Cosgrove  

Dennis Moseley-Williams is the founder of DMW Strategic Consulting, a boutique consulting firm that works with financial advisors to help them design and deliver a great client experience. Not simply focused on how to improve client service, Dennis studied under Joseph Pine, co-author of the seminal book The Experience Economy, and is trained in applying the book’s concepts specifically to the domain of financial advisors. In this episode, Dennis breaks down the difference between simply giving better service and a creating truly distinct experience. Listen in to learn what practical steps you can take to start adapting your firm toward improving client experience, how to more effectively target who you want to serve, and so much more. For show notes and more visit: https://www.kitces.com/114 

Joseph Pine and Jim Gilmore's classic The Experience Economy identified a seismic shift in the business world: to set yourself apart from your competition, you need to stage experiences—memorable events that engage people in inherently personal ways. But as consumers increasingly experience the world through their digital gadgets, companies still only scratch the surface of technology-infused experiences. So today's guests Joseph Pine and Kim Korn will share how to create new value for customers with offerings that fuse the real and the virtual.  Digital technology offers limitless opportunities—you really can create anything you want—but real-world experiences have a richness that virtual ones do not. So how can you use the best of both? How do you make sense of such infinite possibility? What kinds of experiences can you create? Which ones should you offer? Today's guests provide a profound new tool geared to exploring and exploiting the digital frontier. They delineate eight different realms of experience encompassing various aspects of Reality and Virtuality and, using scores of examples, show how innovative companies operate within and across each realm to create extraordinary customer value.  We welcome authors of “Infinite Possibility: Creating Customer Value on the Digital Frontier" Kim C. Korn and B. Joseph Pine II More about Kim and Joe below: https://kimkorn.com/ https://strategichorizons.com/ Book on Amazon http://amzn.eu/d/hO8FF9J

Founder and best-selling author Joseph Pine joins us this week to talk about new ways of adding value to your economic offerings. He teaches businesses how to grasp the nature of the emerging Experience Economy and envision their role in it - whether it be staging experiences, guiding transformations, or mass customization.QUOTES FROM THIS EPISODE“The progression of economic value basically talks about what has happened to create economic value over the millennium in which we had business.”“Experiences are a distinct economic offering.”“Doctors must be actors. In addition to demonstrating clinical acuity, the physician is expected to assume a role depending upon the particular situation, the particular patient.”“You use the experiences to guide your customers to change, to help them achieve their aspirations.”MENTIONSGrow My Clinic online courseStrategic HorizonsBOOKS BY JOSEPH PINE AND JIM GILMOREThe Experience Economy: Where Work Is Theater & Every Business a StageMass Customization: The New Frontier in Business CompetitionAuthenticity: What Consumers Really WantInfinite Possibility: Creating Customer Value on the Digital FrontierSHOW NOTES[0:01:46.2] What is the experience economy and the progression of economic value?[0:04:03.3] Experience as a commodity[0:07:30.7] Creating distinct offerings[0:08:35.2] The realms of experience[0:14:06.0] Turning mundane interactions into engaging encounters[0:17:32.6] Why doctors must be actors as well[0:18:07.6] Personalized, engaging and memorable experiences[0:22:10.9] Trending strategies and technologies in staging personalized experiences[0:25:29.5] Steps to personalizing your clinic experience[0:28:49.8] Going beyond the experience[0:32:07.1] Joe’s parting advice to listeners[0:33:22.7] Connect with Joe!If you like this episode of the Grow My Clinic podcast, please don't forget to like, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

Tune into today's episode to hear my conversation with my friend and colleague Karen Hold, an innovation strategist who helps individuals and organizations build cultures of creativity and collaboration using the language of design thinking. Our conversation today will cover her path from brand management at Procter & Gamble into design thinking, her leadership at Summer of Design and Design Thinking DC, how she works with individuals and teams as they learn and practice design thinking, and much more. Karen is the daughter of a lawyer, and points out that she grew up in a home that used auditory language to communicate. She married into a family of visual communicators, and discovered that she's more of a visual communicator than an auditory communicator. This opened up a learning journey for her about how people communicate, and how some learners can be lost in conversations because they don't communicate in the language that is being used. Design thinking gave Karen a framework to find an intersection where various learning styles can be optimized. She became a voracious reader on the subject, digging into books such as Designing for Growth and The Experience Economy. She has since focused her career on equipping others with the tools to do this kind of work using alternate communication styles. In our conversation, Karen digs into the process of leading people through their first encounters with design thinking. She points out that communication and helping people to organize their thoughts clearly is a big part of the process, and explores the importance of collaboration and the role of a leader in helping to develop it. Tune in to hear more about all of these topics, as well as the warning signs of a struggling team (and some strategies for getting them back on track), the trend toward virtual collaboration with teams, the relationship between community partners and the design teams at Design Thinking DC, the role of peer coaches, and other fascinating and valuable topics.   Learn More About Today's Guest Karen Hold at the Design GymKaren Hold on LinkedIn @KarenHold on Twitter dckarenhold@gmail.com   In This Episode [01:42] — We hear about Karen's learning journey, and how design thinking has been involved in her career. [07:31] — What were some of Karen's aha moments in the early reading and learning that she did? [09:27] — Karen talks about what Design Thinking DC is, and what she's doing there. [12:42] — Dawan takes a moment to unpack some of what Karen has been saying about design leadership. Karen then talks more about leading people and teams through their first encounter with design thinking. [16:36] — We hear about warning signs for team dysfunctions, and ways that Karen has helped teams to get back on track. [20:39] — Karen talks about virtual collaboration, and what you lose when you sacrifice the face-to-face experience. [23:37] — We hear about how Karen has evolved her practice of aligning people's expectations with what's possible in Summer of Design. [26:26] — What are some of the things that Karen has done to keep the relationship with community partners healthy? [31:34] — Karen goes into more depth about what's attractive about Summer of Design to sponsors and partners. [34:56] — We learn more about Karen's work for her own clients, which she explains is the same as what she offers through DT:DC. [38:04] — What are some simplifications that Karen has done to ease the introduction to design thinking? [41:21] — Karen talks about her workarounds when she encounters resistance with students or clients. [45:20] — How can peers become peer coaches? [46:29] — We hear about patterns that Karen has seen across her work that give insights into where design thinking is headed. [50:36] — Are there any big questions that Karen is wrestling with, or challenges or ideas she wants to share with the community of listeners? [53:18] — Karen recommends that people follow her on Twitter, or email her at dckarenhold@gmail.com.   Links and Resources yes@designthinking101.com (Dawan Stanford) Karen Hold at the Design GymKaren Hold on LinkedIn @KarenHold on Twitter dckarenhold@gmail.com Summer of Design Design Thinking DC Designing for Growth by Jeanne Liedtka The Experience Economy by B. Joseph Pine and James H. Gilmore The Academy for Innovation and Entrepreneurship at the University of Maryland  

Tune into today’s episode to hear my conversation with my friend and colleague Karen Hold, an innovation strategist who helps individuals and organizations build cultures of creativity and collaboration using the language of design thinking. Our conversation today will cover her path from brand management at Procter & Gamble into design thinking, her leadership at Summer of Design and Design Thinking DC, how she works with individuals and teams as they learn and practice design thinking, and much more. Karen is the daughter of a lawyer, and points out that she grew up in a home that used auditory language to communicate. She married into a family of visual communicators, and discovered that she’s more of a visual communicator than an auditory communicator. This opened up a learning journey for her about how people communicate, and how some learners can be lost in conversations because they don’t communicate in the language that is being used. Design thinking gave Karen a framework to find an intersection where various learning styles can be optimized. She became a voracious reader on the subject, digging into books such as Designing for Growth and The Experience Economy. She has since focused her career on equipping others with the tools to do this kind of work using alternate communication styles. In our conversation, Karen digs into the process of leading people through their first encounters with design thinking. She points out that communication and helping people to organize their thoughts clearly is a big part of the process, and explores the importance of collaboration and the role of a leader in helping to develop it. Tune in to hear more about all of these topics, as well as the warning signs of a struggling team (and some strategies for getting them back on track), the trend toward virtual collaboration with teams, the relationship between community partners and the design teams at Design Thinking DC, the role of peer coaches, and other fascinating and valuable topics.   Learn More About Today’s Guest Karen Hold at the Design GymKaren Hold on LinkedIn @KarenHold on Twitter dckarenhold@gmail.com   In This Episode [01:42] — We hear about Karen’s learning journey, and how design thinking has been involved in her career. [07:31] — What were some of Karen’s aha moments in the early reading and learning that she did? [09:27] — Karen talks about what Design Thinking DC is, and what she’s doing there. [12:42] — Dawan takes a moment to unpack some of what Karen has been saying about design leadership. Karen then talks more about leading people and teams through their first encounter with design thinking. [16:36] — We hear about warning signs for team dysfunctions, and ways that Karen has helped teams to get back on track. [20:39] — Karen talks about virtual collaboration, and what you lose when you sacrifice the face-to-face experience. [23:37] — We hear about how Karen has evolved her practice of aligning people’s expectations with what’s possible in Summer of Design. [26:26] — What are some of the things that Karen has done to keep the relationship with community partners healthy? [31:34] — Karen goes into more depth about what’s attractive about Summer of Design to sponsors and partners. [34:56] — We learn more about Karen’s work for her own clients, which she explains is the same as what she offers through DT:DC. [38:04] — What are some simplifications that Karen has done to ease the introduction to design thinking? [41:21] — Karen talks about her workarounds when she encounters resistance with students or clients. [45:20] — How can peers become peer coaches? [46:29] — We hear about patterns that Karen has seen across her work that give insights into where design thinking is headed. [50:36] — Are there any big questions that Karen is wrestling with, or challenges or ideas she wants to share with the community of listeners? [53:18] — Karen recommends that people follow her on Twitter, or email her at dckarenhold@gmail.com.   Links and Resources yes@designthinking101.com (Dawan Stanford) Karen Hold at the Design GymKaren Hold on LinkedIn @KarenHold on Twitter dckarenhold@gmail.com Summer of Design Design Thinking DC Designing for Growth by Jeanne Liedtka The Experience Economy by B. Joseph Pine and James H. Gilmore The Academy for Innovation and Entrepreneurship at the University of Maryland  

The Experience Economy is finally here! Joe Pine, co-author of 'The Experience Economy', shares his thoughts on designing for 'time well saved' and 'time well spent'. He also leads us towards the ultimate actualisation of the experience economy: the need for transformative experiences. Important Links: “The Experience Economy” by B. Joseph Pine and James H. Gilmore II “Infinite Possibility: Creating Customer Value on the Digital Frontier” by B. Joseph Pine II and Kim C. Korn “Authenticity: What Consumers Really Want” by James H. Gilmore and B. Joseph Pine II “Computers as theatre” by Brenda Laurel the article about the history of the Experience Economy

Joseph Pine II is the author of many books including "Mass Customization" (see Amazon store @ https://www.amazon.com/B.-Joseph-Pine/e/B001JP9UY2/.  In this interview he shares how he started with Mass Customization, what he considers the most interesting development in this area and much more Send Joe an email @ bjp2@StrategicHorizons.com  Strategic Horizon's website is @ https://strategichorizons.com/ Check www.mcpc2017.com for the recurring event he mentioned. Next one is in spring 2019 

Rob:           All right well, welcome to our Becoming Your Best podcast listeners wherever you are in the world today. I have a person that we're gonna talk with today who I consider to be one of the most amazing people I've ever met and you'll quickly realize that and as you start to listen to some of his stories and hear some of the background and a little bit about Randy. But let me introduce Randy because, I don't say that lightly when I say he's one of the the most respected people I know and not just by me but might many many other people who I know, that says a lot about Randy. He started out as a student body president at Ricks and while he was there I said, “You know Randy, is there anything you haven't done?” Because he's done all these things and he looked at his phone and he showed me this picture of him riding a bull while he was in college. Not only was he study body president, he did some bull riding while he was there, which immediately my respect level went through the roof for him when I saw that. He went on to the Harvard OPM Program. He starred and sold several businesses very successfully. He has six children, a beautiful wife who's amazing in her own right. One of the things that stands out to me most about Randy, amongst all his success’ and all the people he knows, he's probably the most connected person I've ever met. The thing that really stands out the most about Randy is his impeccable character and honestly, he genuinely cares about other people and helping them succeed and that's one of the reasons I believe Randy has been so successful himself is because he wants to see other succeed and he comes across very genuine people realize that he's very sincere in what he does. So without further ado, one the most successful people I know and down to earth, just loving, kind people; Randy Garn!   Randy:       Well, thank you Rob! I really really appreciate you saying those kind words and I feel the same about you and what you and your dad have built with BYB and the whole leadership thing is so critical in everybody in all facets of our lives and so I'm learning to be a great student of yours.     Rob:           Yeah, well that goes both ways! It’s always hard too, when someone introduces you and says all these amazing things, it’s like what do you say after that? But Randy really is amazing! Do you think, Randy, if you wouldn't mind just giving them a brief background on you that I didn't cover? You know, where you're from, a little bit about you, anything that you think would be valuable for someone to know?   Randy:       Yeah, I think it is important to know where we've come from and you know, I grew up in a really small town called Sugar City, Idaho. You know, when I left I think there's 1150 people there after I left. And I mean it was just an amazing place and I'll get back to that. Why I think our roots and the way we are raised, and the way we're raising our children are so critical for the people that we become, and especially with character and integrity and in leadership. And so I grew up and and my dad was a high school football coach for 29  years. He's going into medicine and then you know he had these four boys and he's like, “Man I'm gonna buy a ranch and I'm gonna be a football coach. I'm gonna teach my kids how to work.” So I mean he sacrificed on what he could have done but he wouldn't give it up to the world and so you know, I grew up in a really fun environment. It's so funny when I meet a lot of leaders, they’re like, “You know my parents abused me,” or you know, “I was in some serious trauma,” or other things happen and that makes people great. You know when they can overcome those things, but I was actually fortunate enough to be led by a really,  really good man that told me that I could do anything I wanted in life and actually mentored me and stuck with me the whole time. And so, somebody that I love and admire and he's still alive today and I respect him and he still gives me a quote every night and how he help build me up every night and so that was some of my roots was growing up in that type of environment.   Rob:           Did I hear you right to say that you either rode a tractor or a truck or something and he would always be playing these tapes of some these greats?   Randy:       Yeah. In fact, we had about, you know it was about a twenty minute ride out to our ranch where we you know we raise cattle and horses. And so, we had about 300 head of cattle and we had 50 horses at one time so I mean it wasn't a huge ranch but it was a ton of fun and we would listen to Denis Waitley and Jim Rohn and Zig Ziglar and The Strangest Secret from Nightingale and that’s some of the things that I’d listen to and then he'd mentor me. We're out there fixing fences and all that and he’d talk about it. You know, we grew up in kind of a family to where we are God fearing and we literally would say family prayers at night and then put it in and everybody in, ready? Break! Go Garns! And so it was just fun. It was a good time, so yeah we listened to a lot of the classics and you and I did a call with Denis a couple of days ago and he's a great man, but that's some of the things I grew up on.   Rob:           Yeah, and the irony is all these very people who you grew up listening to now, you become very close friends to them. In many cases ,helping mentor them as it goes both directions and ironic how you know that fate aligned that way. Speaking of this, interestingly, we were just with the group today and was talking about estate planning and one of the things was mentioned was often times we think about estate planning as it's just financial. You know, here's what happens to your finances. This particular person leading the discussion was saying, you know what? It's so much more that! It's a legacy that you're leaving. It's a legacy of character. It's a legacy of what you're teaching your children and in so many ways it sounds like you're such a product of what your parents created for you in the environment.   Randy:       Yeah, I would totally agree with that in a lot of ways. And so I mean now I've got a family of my own, married probably one of the most awesome women on earth and I've got an amazing life. In a lot of times I do I talk a lot about kind of the home court advantage. You know I had a CEO reach out to me the other day and he's like, “Man I've got two kids and you know things are rough at home. How do you balance everything? How do you grow a business and keep things right personally and stay fit and do all these things? I can't keep it up!” And he's like, “Randy, you're probably single and being able to do all these things!” I was like, actually I'm not! I have an amazing wife. I've got six kids. I’ve got two sets of twins. I run multiple companies and we’re growing things like crazy! He about lost it! He's like, “How in the world do you balance all that?” You know, I said, well first off you got to have make sure you get everything right both personally and professionally because for me, there's no distinction. And I know a lot of people try to put things in silo but for me, Rob, there's no distinction between who you are at business and who you are home and who you are church or who you are personally and professionally. It's you’re one person and so the way that you show up in one place is the way that you really show up everywhere.   Rob:           Ooh, we could stop the podcast right now. If we all just live that, what a huge impact it would have on the world. Randy, actually segways into a thought I had and that was you know one of the things that is amazing about you, is the relationships you have with so many people. And so you had a chance in your life in these different associations to meet some of the most incredible people and influencers on earth. So, from all these people you've met and you just describe some of it right there, if you had a narrow down to a few things what sets apart those who you most admire and respect and why?   Randy:       I thought about this a lot you know and I thought about this over a great deal. I actually wrote a book called, “Prosper.” We hit The New York Times in 2011 and I wrote the book with the with a close friend of mine. We started another company that we sold in 2014. But for me, it's those people that are balancing money and happiness and sustainability. And to be able to do that, that's where prosperity really comes in for me. But to be able to do that, you have to have some real deep character and there's a few people in my life that I really truly respect. You know, I just was on the phone with Brandon Steiner from Steiner sports and Harvey McKay - I'm on his advisory board. He's written 13 books, “Swim with the Sharks,” and you know, “How to use your head to get your foot in the door,” and many others. But for me, it's people that have really lived the law of reciprocity and that you know, Brandon always says, “Do as much as you can for as many people as you can for as often as you can without asking for anything in return. And watch what life does to you and for you.” And so, I watch them and I watch how successful they are but also successful is more than just monetarily. It's like it’s rich in relationships and rich in being able to do business development and rich in being able to call anybody at any time and have access instead of you know trying to pay your way into things. You have access to the things you'd never have access into because you're such a giver.  That’s one characteristic that I know the people that I really admire and love.   Rob:           Yeah it's interesting you say that because, really, we live in a world where it's almost counter to our culture. At least from my perspective, there's so much in the world of what's in it for me and how do we grow and I and we and us and what you described is so powerful and I just think, you know, our listeners don't know this but you have this ranch up in Wyoming, this beautiful ranch in a valley called Star Valley and you bring people there often go fishing and take some time in the outdoors and you had a couple of people who  from the outside would be considered very successful recently and I remember you show me the pictures of the dad catching a fish with his son and taking that time and so many things come from that. Not only was that a relationship that you had with him, where just purely giving of your time not only giving but creating a rich experience. It’s not even just a lunch or dinner, you're out there fishing side by side and secondarily there's this dad fishing with his son for what looked like one of the first times in his life and the rich experience that they were having together and his son will never forget that and so I think you're one of the epitomes of what you just described.   Randy:       Well, I mean that we were doing that for them and they become even deeper friends right? There's another principle that I live, one is the law of reciprocity but the other big one, Rob, that's really been effective for me is called the experience economy. Joesph Pine wrote a book called “The Experience Economy” and that's why we have you know the Trout Ranch. We've got other properties and then I do, I take a lot of people up too. Got some great friends up at Sundance and Chad Lindebaugh and the guys that run Rocky Mountain Outfitters or we go horseback riding or fly fishing or zip lining and you go have an experience with somebody and a lot of times you'll spend the whole day together and maybe talk business about twenty minutes. When they kind of come out for the whole day and we have a deal done. And so a lot of times people get so stuck in to, you know, “We will meet you at the hotel,” or wherever. I love to get out and do stuff with these guys that never experienced the things that we can offer. So I'm really big on the book by Joseph Pine called  “The Experience Economy,” to generate deep meaningful, relationships but also drive tremendous value and move business forward in a big way naturally.   Rob:           Yeah that's awesome. I mean there's another terminology: transactional versus transformational. I mean, lunches are great, dinners are great but what you're talking about is the spirit of good, better, best. Taking something that's good and making it way way better because it's so rich, it's so deep and so real. I mean you're out in the outdoors and so much amazing things that can happen from that. So building on that what you just described there, and maybe now zeroing in on you not so much on others, but from your own life experiences ,what are two or three of your biggest lessons learned through life? I mean you've seen so much now. What are one, two or three of those lessons learned that you feel could we have a real impact in the lives of our listeners and what tips would you share from your own experience?   Randy:       From my own ,experience, I think some of the biggest things are ,you know you don't need to please everyone. And I think early on in my career, you know the most valuable asset that any of us have is time - is our time. And so I have a formula for whether I’ll do business with others or not and it's a formula that I actually learned from it another gentleman that does partner with this up at the top of the trout ranch. It's called you're the P. over your E. squared. Take look at fractional equations get your P. over your E. squared that means that your principles are higher than your ego or economic interests, always. I always look at somebody and I say, at the end of the day is as their principles other principals higher than their ego or their economic interest in something and will they stick to that more so because I have done business and I've done things with individuals where, man,  it looks on paper like it's going to be a fantastic, amazing, awesome opportunity and we’re going to crush it and we're all gonna be billionaires and you know being able to give back and do all the stuff but the end of the day you know that something's just not right and I've actually got some pretty good Spidey senses for that, where you just know that there's just something that's just not right and I went forward with that is like I haven't quite figured that out you know when I was younger but now I have. If it just doesn't chemistry, doesn't fit right or like something just doesn't feel like, “Oh heck yeah. We’re gonna crush this, we're gonna do this!” if you leave a meeting and you feel like I just I don't know if I am in. It doesn't mean that they're always unintegrous or whatever it may be, but it's always been where their ego or their economic interest don't align with mine, it has not ended up being a good thing.   Rob:           That right there just to pause, I know you have one or two more to say, but that is a huge, huge deal. You know it's interesting as we put together the book you know as you well know Become Your Best and ironically used the word principles -  The 12 principles of highly successful leaders. And in doing so interviewing hundreds of people and you try to look for these patterns of success and what sets apart great leaders and high performing teams from everyone else. And so you see that there's this pattern that emerges there's where the 12 principles come from. At the same time it was really interesting because another pattern emerged and it was at the very same principle but when they were violated. And one of the things you see over and over in CEOs and leaders that at least was from my experience and perspective was their downfall was their ego.   Randy:       Totally.   Rob:           And when ego became so big that it got in the way the progress of the company or got in the way of the finances so they couldn’t  wrong or they couldn't take input - the ego, was in many cases, their downfall. And we have several coaching clients right now and part of the reason I know this is, “Hey I've got a nice present or so and so and their egos got so big, how do I handle this?” Because it’s kind of killing our business. So just to reinforce it, what a great thought that is so P over E squared, is that right?   Randy:       P over E squared - so your ego and economic gain, but you're right, I mean there's been, in fact we just met with another amazing, amazing man and he said the best CEOs in the world are those that have humility. Isn't that interesting? They have humility and they follow their principles. Because you can do anything, I mean you can have success for a short period of time but if your ego and your economic interest and you get too greedy, it's gonna get in the way and it's going to stop you from growing and the best CEOs both have humility and also give credit where credit's due. I mean, there's different forms of ways you can pay people. One of the best ways that I know how to pay people is to give them credit.   Rob:           Yeah, make them the hero. Yeah, that's really good. Any other thoughts on that lessons learned from your past experiences? I mean that's a fabulous one right there.   Randy:       Yeah, I think the other big one for me is something that again my dad, he is just an amazing man and I can't wait for you to meet him but one of the things; I was leaving for college and he told me one thing and I wrote it down. I’ll never forget in this state is like my first day going up from college. I just got back from living in the Philippines for two years and literally had like four days until I start college and he said, “Randy, I want you to know one thing is that if you don't have your own goals then someone else will use you for theirs.”   Rob:           Wow. Yeah that's powerful.   Randy:       So, you think about that whether you're a CEO or you know working for somebody or whatever that is but again you know if you don't have your own goals then someone else will use you for theirs. So I work closely with a lot of very high powered people in on some advisory boards and we work on strategy. If you do not have your own personal strategic plan and if you don't write down those principles like you guys talk about like leadership, like when I went to your live event, it was awesome! Because you were really pushing people to write down and to really manifest what they wanted to accomplish and so that was like one of the biggest key advices that had ever been given to me is, you know, “Randy if you don't have your own goals someone else will use you for theirs.” And I know you guys do a lot of that with what you do and even this year, BYB Daily Journal that I'm using and everything else it's so critical, to set those goals and know exactly what you're doing -every single day, every single week, every single month and execute well.   Rob:           Yeah, because the whole point is to lead a life by design rather than live a life by default.   Randy:       Exactly.   Rob:           And you know the research, backing up what you just said, is that a person is 90% more likely to accomplish something when they have a clearly written goal. Yet on the other side of the scale, on average only 10% of people have clearly written goals and so getting very intentional and focused. But I love that quote, I wrote it down. I'm gonna use that again in the future because it’s so spot on. “If you don't have your own goals someone else will use you for theirs.”   Randy:       Exactly right.   Rob:           That's a good one. I like that. You know, we're sitting here talking Randy and so many people listen to this podcast because their businesses in a leadership position or you know they want to be a better employee, yet many people also have these families at home, they’re in a relationship with someone else and a lot of what you're saying now goes right back into the home, doesn't it?   Randy:       Well, it does. I mean that's why I said it. It really does. You think about your family, to think about your most valuable asset. To me, it’s my children.  I actually literally plan time to spend time with them or planning out you know our whole entire year; when we're doing vacations and all that. When I was younger, we didn’t plan our vacations and then somebody else put something on there like, “I'm sorry honey, we really can't go to San Diego,” or “We can’t go to Hawaii this month of August, because I actually have an event I'm speaking at or doing.” But now, we do have to plan those things out or you will miss baseball games, you will miss opportunities for your your family and family things and so, why do we work so hard? Literally, for me, it’s because so I can actually give my family that things that they need so I don't want to miss that time especially the prime of their life. And so, I don't want to be one of those guys you know like Cat Stevens, “A cat's in the cradle,” where I didn't spend time with my most valuable assets so I think it does spill over to home and again that's part of my whole thing on home court advantage. You got to plan those things out or else other people use your time for other things.   Rob:           I’m so in agreement on that, absolutely! And, everything you're talking about, not only planning and being intentional with our children and with our spouse. I just met someone at a conference, Randy, last week and the two people walked up and, it's not a credit to me or you. It's the principle. That's what you're talking about. And they just said this short hour just changed my life and they say, “Well, you know I haven't been on a date with my spouse in over a year.” It is just because life - it's so easy for life to come in and take over if we're not being intentional planning and doing the things you're talking about. Because, in our society, unlike in some others around the world, wow it's so fast paced here and so we’re not intentional we run the risk of something else taking over our lives and suddenly we look back and say, “Wait a second, where’d time go and our kids around the house and our relationships? You know, what happened?” So I love that! If you want, Randy, since we’re about twenty minutes or so. I can't believe it goes by that fast and I got to tell our listeners, something cool about Randy, that we don't know, we're in the very early stages but I just had this thought, it'd be fun to go to the Everest base camp store talking about experiential and this experience economy, and so we got on the phone and I asked for Randy, “Hey Randy, how would you like to go? And would this be some you might be interested in?” And we want to keep this to a small group and Randy was like, “Man I had this is as a dream of mine forever!” You know, I was thinking maybe it might be fun to take my will be, at the time my 18 old son with us now and we talk about these experiences and we're in the early stages of planning and just before the podcast we’re thinking, you know, maybe 2019/2020, the thought is if we don't plan it now, what's the odds it's something like that's ever going to happen?   Randy:       It's so true, Rob and just think about that both! It will help us to get in shape to do that – that’s some serious, serious hiking but just think of the experience that we have that the group that will go will do something that we’ll never forget, right? And so you're exactly right but we're planning that after two 2019 or 2020 and you have to do that because time flies! Time flies so fast that if you're not staying on top of stuff you will you'll miss out on living the intentional life is what I call it.   Rob:           Hopefully my mother in law is not listening in this podcast because she doesn't know that yet. So as we get ready wrap up, maybe one more thing if you don't mind Randy. I haven’t really asked you this yet. What's an experience in your life that really ,if you look back say maybe that experience or one of the experiences that was one of the most influential experiences on you, help shape you and who you’ve become today? Would you mind sharing that?   Randy:       Yeah, I mean, one that just comes to my mind that I'll share with you. As you know, back in our company we started  company back in 1999 and you know, it just exploded and back after two and a half years of being business and really profitable and growing and we had some people that came in and said, “Hey, we'll give you all this money and you know we'll take you IPO and we'll do a reverse merger and you know we ended up doing the deal and it took us 3.5 or over 3 years to unwind it and it'll cost millions of dollars to be able to do so and so that was one of my most valuable experiences because we said you know what these guys are really super smart you know they're in their forties, they're amazing, they've done business stuff but come to find out that it was really not what it was all out to be. I remember my business partner looking at me and he said, “You know what, if we're waiting for all the smart people to show up, we're actually here.” And we’re literally just looking at each other and so I think one of the biggest things is that I've learned in my life is to have confidence in myself, in that, if somebody else can do it, I can do it. So you can't fear those things and it's just like what's the difference between a $4,000,000 company a $40,000,000 company and a $400,000,000 dollar company - that really is really good people and strategy but it's a really good leader. Leadership is everything and so I stopped looking at other people to be my leaders and I started looking inward and started to build my own leadership qualities and traits and that's been a big focus of mine I’d really say for the last 18 years or so. But it all stemmed from that experience.   Rob:           How was that when you're going through it at the time?   Randy:       Oh bro, it was the worst ever. It was dark days, you know. It was it was really, really hard because we had all our employees that were also rooting and fighting for an understanding but it was a lot of prayers and in a lot of good things but we ended up you know really, really exploding after that as well, so I mean it's those things that build character and put hair on your chest when you go through tough experiences so it was good. Rob:           It is. You know it's interesting that's what you shared and I think a lot of our listeners know that my dad went through a similar experiences and it took him seven years. I remember him going down to the office with him. You know, speaking of being intentional, bringing everything back together. I remember running around the building -  it's a dark building but I'm down there in his office with him until like 9pm. He’d work these 15 hour days - trying to get out of a similar dark period and from that experience, that was kind of a refiners fire for him to really shape him to who he became later on in life and they're certain principles as a result of that and standards that we live by now as a company, for example, we will not operate with debt. I know that's not the case in every industry and companies there’s, you know, different thoughts on that but that's one of our things that we will do. He will never get in that position again. It's one of my personal mottos - the same principle. So it's amazing what can come from those refiner prior experiences. Boy, they're tough when you're in the middle of them aren't they?   Randy:       Yeah, and I learned too, you can't go sometimes in life you can't go around things or over things. Sometimes you just have to go right through them, you know?   Rob:           That's why you got the nickname. What they call you as a full back in high school?  The little ball of hate?   Randy:       Yeah, the little ball of hate. Back in the day. It’s a ton of fun!   Rob:           Randy, thank you so much for being on this podcast. I mean you're such an incredible friend, mentor, example and I think all of our listeners - I'm extremely confident they felt not only sincerity, but who you are and why you’ve had the influence on people that you've had and who you've become. So if you wouldn't mind, if there's any way they can either contact you or any details that you share about how they can learn more about you? If someone wanted to reach out in some form or fashion – is that something you could share with them?   Randy:       Yeah you know what, this is gonna be awesome because one of the software technology companies that we have is a marketing communications technology and it allows you to get really good at personal relationships and following up. It’s a company called Skipio and so the best way to get a hold of me as I'm really on my V. I. P. line and if you will just text me the words S K I P I O at 801 332 9909 and I'll be able to be able to follow up with you and you'll get a reply from me on some of the cool things that we're working with on the how to be a really, really amazing communicator and how to be really good on follow up. So again it's Skipio, just text key words Skipio to 801 332 9909  and you'll get a text right back from me with all my contact info.   Rob:           Awesome, so text Skipio – S-K-I-P-I-O to 801 332 9909 is that right?   Randy:       That's correct.   Rob:           And Randy will respond to you and we use Skipio. This is a great service if you're in any type of business where the customer experience is important which should be just about all businesses. You can also go to skipio.com and see what they do is a business a little bit more. Very, very cool what they do and Randy will respond so that's very generous of you to offer that out there for them Randy. Any parting thoughts?   Randy:       You know the last parting thought that I have is that I hope that all the listeners are you know utilizing Becoming Your Best tools. Honestly Rob, you came in and you spoke our company about what was it three months ago?   Rob:           Yeah that in there. Somewhere in there.   Randy:       And it has been it's been amazing, both for myself but other people keep referencing it in our office so all of the listeners I'd say you know the most important thing to do is to continue to work on yourself and continue to become the best individual, the best human, the best person that you can, and that way you can really reach out to others in a big way. And so I'm just that’s the one thing but I'm trying to do a lot better is to be the best you know leader that I can be and change as many lives but I possibly can before I go to the other side. And, so the other thing is one last thing - relating back to that story, is that a lot of people think you know in today's society it's like you know well I should deserve that or I should you know that's something that I deserve. I should deserve to be the CEO or I should deserve to have lots of money. I will tell you, that you really don't get what you deserve in life. You get what you work hard for and what you negotiate. So those are the two things – the two principles I live by: you don't get what you deserve in life you get what you fight, scratch, beg and plead for and negotiate. That's what you end up getting in life so that's part of my last leadership tip for everyone.   Rob:           Well, that is so true and I certainly echo and feel the exact same as you do so. Randy you're amazing! Thanks so much for being on the podcast. I know this is a huge deal for our listeners. It impacts me and it will certainly impact them so thank you for being here and everyone remember that one person can make a difference and it's just like Randy said it's you and I asking what can we do to make a difference so wishing you a great day and wonderful week where you're at in the world. See acast.com/privacy for privacy and opt-out information.

On this week's show, we discuss how goods and services are no longer enough. How competing on price alone will kill your business. We discuss how we need to move beyond designing the thing to designing the experience of the thing. We discuss how business is a theatre and how employees should be cast members. How employees shift from task mindset to experience mindset, it is no longer about a task but how the task is done. We discuss how staging experience means the customer is the products and how merchandise is part of the experience and not the product at all. Joe paints a picture of the landscape and we differentiate Commodities /Goods /Services /Experiences. Amazon books: https://www.amazon.co.uk/B.-Joseph-Pine/e/B001JP9UY2/ref=sr_ntt_srch_lnk_6?qid=1517360950&sr=1-6 Thoughts page of Joe's posts: https://strategichorizons.com/books-and-ideas/thoughts/ The Experience Economy Expert Certification class to be held August 6-10 2018 in Minneapolis, Minnesota https://strategichorizons.com/learn-and-engage/public-events/certification/ New HBR Article Shoppers Need a Reason to Go to Your Store — Other Than Buying Stuff

Bob Dean is a collaborator, innovator and talent developer. His firm, Dean Learning & Talent Advisors LLC, consults with companies on learning and development, talent management and customer experience. “I believe that learning and development needs to be a life-changing experience for people.” He is a ”Certified Experience Economy Expert” and joined the first group of professionals certified by the authors of The Experience Economy, Joseph Pine and Jim Gilmore. The book explores the opportunities that businesses have in order to create a better experience within whatever platform they’re on. Bob is passionate about virtual meetings, virtual collaboration and virtual learning – he has been ever since he saw the first virtual meeting platform in 1997 – but the PowerPoint platform has had a negative impact on both face-to-face business and virtual experiences. Bob was very excited about the potential for the virtual classroom because he envisioned subject matter experts being able to extend their reach to many, many more people than they ever could in a classroom. He thought we would have a revolution on learning with virtual classrooms. Unfortunately, we’re 20 years later and it really has not taken off as much as he had hoped and expected, and a lot of that is due to the challenges with virtual facilitation. “I really believe that, as businesses go global and as the Millennials become such a significant part of the workforce, that virtual learning, virtual meetings will become a differentiator for many companies.” Bob has used a lot of virtual web platforms, but ThinkTank is the game changer for virtual collaboration. ThinkTank is over 25 years old and the company developed many of the guiding principles for best practices in collaboration, including the importance of anonymity. Anonymity is a critical element of virtual collaboration and education because participants are more honest, open and eager to participate. When participants are collaborating anonymously, they still need a virtual facilitator who is able to direct the process and optimize productivity. Bob believes virtual facilitation will be a core competency for future professionals. Facilitation requires two key skills: Confidence. You need the confidence to direct people who you can’t see or identify. Improvisation. You're dealing with the unknown so you have to be listening to what is being said, whether that listening is what has been written or on the call, and you have to be completely focused in order to adapt to the situation. “I think the relevance of improv is greater now, in business, than it ever has been” Improvisational skills are viewed by many business people as something that is fun and out-of-the-box, but not necessarily totally relevant to the way they interact with each other or with clients. However, in a world with instant communication, instant responses are critical to both face-to-face interactions and virtual interactions. It requires some level of improvisation to be able to respond quickly, with helpful information. Improvisational facilitation ties back into the experience economy because working with different participants and adapting ThinkTank to provide different types of classroom experiences allows participants to retain more information than they would from a PowerPoint-driven type of presentation. I greatly appreciate Bob for taking the time out of his schedule to teach us about virtual learning, virtual collaboration and virtual facilitation, and how they relate to improvisation.   Resources: ThinkTank The Experience Economy by Joseph Pine and Jim Gilmore Yes, And by Second City Look by Jim Gilmore   Production & Development for Improv Is No Joke by Podcast Masters   Learn more about your ad choices. Visit megaphone.fm/adchoices

Joseph Pine is an internationally acclaimed author, speaker and management advisor. Joseph has spoken at the World Economic Forum in Davos, Switzerland, at Ted in California and today is a Lecturer in Columbia University’s Technology Management Programme. He is not an academic, however, having worked for IBM for 13 years, Joseph specializes in helping people see the world of business differently through his many ground breaking books beginning with the award winning, Mass Customization: The New Frontier In Business Competition, including Authenticity: What Consumers Really Want and most recently, Infinite Possibility: Creating Customer Value on the Digital Frontier. He is most popularly well known for his bestselling book, The Experience Economy: Work Is Theater & Every Business a Stage which was recently name one of the 100 best business books of all time by 800-CEO-Read.   Questions What is your Zodiac Sign? Tell us a little bit about yourself and your journey In terms of the book which says Authenticity: What Consumers Really Want, can you expound on that a little? If we are in the experience economy and we are on a stage, how do we find out what is our true character or is our character based on the persons we interact with? What are some important considerations for an entrepreneur or an online business owner you to be successful? In a government institution where they move slow, the employees seems like they don’t want to be at work, how can that be translated into a way that as a government, your citizens of the country are running to pay their taxes because the service experience is amazing and is there an economy that exist like that? What is the one online resource, website, tool or app that you absolutely cannot live without in your business? How do you stay motivated every day? What are some of the books that have had the biggest impact on you? If you were sitting across the table from another business owner and they said to you that they feel they have great products and services but they lack the constantly motivated human capital, what’s the one piece of advice would you give them to have a successful business, specifically as it relates to constantly motivated human capital? What is one thing in your life right now that you are really excited about – something that you are working on to develop yourself or people? Where can our listeners find your information online? What is one quote or saying that you live by or that inspires you in times of adversity?   Highlights Joseph that his Zodiac Sign is a Libra if he remembers right on the cusp of Scorpio.   Yanique stated that one interesting fact about a Libran is that they are very free spirited and asked Joe if that’s a true characteristic of his personality and Joe disagreed and shared he believes he’s free spirited in being creative and innovative. Joseph stated being free spirited is not a true characteristic of his personality, he is however sort of buttoned up and introvert and a free spirit is very much of extroverts, so he would not say that describes him. If you think of characteristics of a free spirit is being creative and being able to think of new things and do things differently and that part he would ascribe to. He feels like his purpose in life is to figure out what’s going on in the world of business and then to develop frame works that first describe what’s going on and then prescribe what companies can do about it. Joseph shared that his birthday is October 22. Joseph stated that he was very much into computers very early in Elementary School and so he got an Applied Mathematics Degree; he joined IBM and worked there for 13 years. He started off in a very technical job and moved up into management and into a special project he did for a computer system called the AS/400, was to help run a group that helped customers bring customers in the business development process of the system and he discovered at that time that every customer was unique that they want to use the system in different ways and put together different hardware, different data, different software, just unique. He moved into strategic planning and that sent him on a discovery of how they would resolve that issue, how they could design systems for the uniqueness that he saw and that led him to the book “Future Perfect” by Stanley Davies it came out in 1987. In it he had a chapter on Mass Customization and when he read that chapter, it was like the heavens opened up and the angels sang, it explained everything that he saw going on and when IBM sent him to MIT for a year to get his Master’s Degree in Management of Technology, he decided that he was going to study that topic the whole, he was going do his thesis on mass customization and then he was going to turn his thesis into a book and that’s what he did. The book came out in 1993 and really defines that fact that we can give every customer exactly what they want but do it at a price they are willing to pay, so you have coequal imperatives of both mass and customization, the individual customized plus low cost efficient operations. He worked on that and he left IBM in late 1993 to see if he could do it on his own, 23 years later his wife is still not sure if it’s going to work out but so far so good. Early on he discovered that if you customize it good, you automatically turn it into a service and if you customize a service, you automatically turn it into an experience and if you design a service that is so appropriate for a particular person exactly the service that they need at this moment in time then you can’t help but make them go “wow” and turn it into a memorable event and that is an experience. That lead him to discover the experience of the economy, where they would have an economy based off of experiences where goods and services would no longer be enough and companies would need to do is to stages experiences for their customers, and so he took on Jim Gilemore as a partner in 1996, they started to develop ideas together and that resulted in their book The Experience Economy: Work Is Theater & Every Business a Stage in 1999 and that really laid it out and that set the stage for the entire movement towards customer experience and operation towards user experience and towards experience marketing and marketing all of that is fundamentally based on the fact that they are shifting into an economy where experiences have today become a predominant economic offering. When they first wrote the book in 1999, they talked about the nascent experience economy, the coming experience economy, they came out with an updated edition a few years ago and they changed all that language saying “no it’s here, it’s now, we are in worldwide, we are in an experienced economy” that’s what consumers are looking for. Since that time, they also discovered that in a world of paid for experiences people often question what is real and what is not and increasingly they don’t want the fake from the phony, they want the real from the genuine, and so they came out with the book in 2007 called Authenticity: What Consumers Really Want, the new consumer sensibility describing how companies can get customers to perceive their offerings and by extension their places in their company as authentic. In 2011, he also came out with a book called Infinite Possibility: Creating Customer Value on the Digital Frontier, so that goes originally to his technology background, looking at how digital technology is being used in experiences and recognizing that what it is about is fusing the real and the virtual and that’s what that book’s about. Joseph also mentioned that his partner Jim Gilemore has come out with a new book called “Look” about the observational skill, it’s a great book on how you can bring different kinds of observational skills into your personal practice and into your company.   Yanique commented that she recently read a study done by New Voice Era that said “up to $62 Billion a year is being lost by companies collectively on a global scale because of poor service.” She stated that assuming that the service is based on the experience they have had, so it’s no longer the price or sometimes the quality of the product, they will work with you if you are willing to make certain amends but how they manage that whole experience with the customer really depends on whether or not they stay with you. Joseph agreed and stated that it is important to recognize that each of the offerings he’s talking about is distinct economic offerings. You grow an economy based off commodities, the things you pull out of the ground or raise in the ground, animal, mineral, vegetable and then we shifted in the industrial revolution hundreds of years ago into an industrial economy where goods, physical things became the predominant economic offering and in the latter part of the 21st century, we shifted into a service economy and that’s where quality became job one, that’s where services became important and the research that Yanique points to is about services which are the intangible activities that you perform on behalf of an individual and that’s why mass customizing a good turns it into a service because you’re doing it for an individual not inventorying it, doing it on demand. Now what we are shifting into is an experience based off experiences. Experiences are in fact a distinct economic offering as distinct from services and services from goods, they use goods as a prop and services as the stage to engage each and every person and by creating a memory which is the hallmark of the experience. It’s important to differentiate that, you don’t want to talk about the service experience and they are distinct things. You can have a service; you can surround that with an experience and the term you are using “Customer Experience” it’s important to understand what that should mean. Most people use the term they mean “let’s make it things nice and easy and convenient” and all of those are good characteristics but they are service characteristics, you’ve got to go beyond nice and easy and convenient if you want to create a true distinctive experience.   Yanique stated that in terms of the book Authenticity: What Consumers Really Want, she stated that she does a lot of customer service training and the why how the mind processes things and that’s based off what she hears from the participant. When you say to them, you have to pretend like you are on stage that contradicts the whole authenticity approach. They should come to work and pretend but at the same time you want them authentic, be true to who they are and be true to the quality and culture the company stands for.   Joseph stated that it’s a very common misconception of acting is that it is fake, that it is pretend, that’s not what real acting is about. You can have people that pretend when they are acting. The book they talk about the real fake makers and basically defines that people can perceive your offering as real – real or fake – fake but also as real – fake or fake – real and acting can be any one of those four as well, so a lot of people that are fake acting which really is pretending. His favorite example is Pike Place Fish Market in Seattle, Fish Market You Tube Video he was just there leading an Experience Expedition with clients 2 months ago. Pike Place Fish Market is a fish market, it is moralizing the fish video, and the most best selling business video of all time and what they do is getting fish out of the sea and putting it on ice in an open market so they are commodity traders but how they sell that fish is with wonderful theatre, they have these different routines to engage guests, often 20 to 40 people around the fish market waiting for someone to buy because that’s when they have their signature moment, when you order a fish, they shout of the order like “7 flying to Minnesota” and all the others shout back “7 flying to Minnesota” and then they throw that salmon across the counter, 15 to 20 feet where somebody catches it and wraps it up for you and people love seeing that happen. These people understand that they are on stage, they understand that they are acting but they are very real, they go home smelling like fish, so the fish video goes through 4 different principles, they are all acting techniques. They talk about play, the notion that you are on stage, you are there to have fun and give a great experience for the audience. They talk about “be there” which is a standard acting technique that you need to be there in the moment, you need to forget about everything else and focus on the task at hand and that’s what actors have to do. The other is chose your attitude, acting is fundamentally about making choices, about choosing what parts of yourself to reveal to those in front of you, we all know we act differently in front of our boss than we do our subordinates, we know we act differently in front of our friends than we do strangers, in front of our parents then we do our children, it’s not that we are being fake or phony, it’s just choosing what part of ourselves to reveal and that’s what real-real acting is. Joseph Pine stated that in general and this relates to authenticity which is you have to true to yourself is one of the 2 key standards of authenticity that create that real -fake matrix and the other is you have to be who you say you are. The character must come from within; the character that you are and that you bring that to life. Another great example of acting is the diner in Chicago called Ed Debevic’s, it’s very famous and it’s shut down for the moment. It’s a normal corner diner, it’s not a high end place, he and his partner Jim Gilemore went there once for lunch and the guy at the front who met them had a nametag that says “Smiley”. So smiley was his character, not sure if it was his real nick name or a character he subsumed but that was a guy that can be smiley and he was smiley. He met them with a big smile and he asked how many people was in their party and he picked out menus and he proceeded to walk them through the restaurant and every once in awhile he would stop and one time he stopped at a table and asked them how they were doing and they would cooled their heels behind him he interact with another customer, at one point he started to talk around the table, up the chairs, up the tables, back down the other side and they kept following him until he finally delivered them to their table right at the front of the restaurant. It’s a wonderful, engaging theatre and it is that character that he created call Smiley. Speaking of phone interactions, one of the companies that is famous for great customer service that he thinks rises to the level of an experience in Zappos in Las Vegas, where they sell shoes on line and they are famous for their call centres where people would call in. Joseph met their Chief Culture Officer, Jon Wolske and he came up from being a phone representative himself, contact centre employee and he said that what he would do as he played in a rock band when he was younger, he would take on that rock band persona, he had things around his cubicle that talks about being a rock star, whenever he gets a call, he would look at that image that says “you are a rock star” and that would be the character that he played but that was a character that was a part of himself, he wasn’t trying to be something that he’s not. Yanique stated that she is a big fan of the movie “the Fast and the Furious” and Vin Diesel has a very jovial personality and she has been watching him offline in some of his snaps he puts up on Snapchat as well as Instagram and even on Facebook and he seems like a very relaxed, easy going and jovial person but he doesn’t play those characters in “the Fast and the Furious” he’s serious and person in the family who doesn’t smile too much. She said that is very interesting that if you get a role that epitomize your true character, it makes it that much easier and more believable for people to connect with you.   Joseph shared that for online entrepreneurs, the key thing to understand is what business are you really in. So understand if you want to be in the goods/ services business or truly in the experience business and then you need to think about how do you create that experience. The number 1 thing is time, like Zappos said. Most companies with their contact centres, they measure how little time customers spend with their representatives. They want them off the phone very quickly, they think it’s costing them money, at Zappos, they don’t measure that. In fact, everyday they celebrate which customer representative got to spend the most time with a an actual, living, breathing customer and it’s usually in the hours and that doesn’t bother them a bit, they don’t think about the dollar signs clicking off about cost, they recognize that they are doing the right job for the customer and that customer is going to be one of their raving fans, they are going to tell other people about it, they are going to come back again because they gave that great experience over the phone and so that can be done online, that can be done in a small business, it’s again recognizing what is your stage, what is the theatre that you are going to put on there. Joseph Pine II shared that an economy like that exists few and far between because being a government employees have so many differences than normal employees, you don’t have the profit motive that causes you to want to do a good job, you don’t have the fear of losing a job or the business if you’re not doing it well, the people you are interacting with aren’t “customers” cause they are not paying you, the government is and so all those things make it incrediblly hard for government employees to really do a great job. Every once in awhile you get what’s call a natural, you get someone who is just naturally vivacious or outgoing or having a service attitude that does want to do a great job and will turn into a great experience interacting with them but for a government entity to do that, that’s very few and far between. Joseph stated that the one that always come to mind is that he and his partner Jim gives out is “An Experience Stager of the Year Award” every year at their annual Think About event. It was be their 19th year September 21st and 22nd in New Orleans. One time they gave the award to a government entity and that was the Cerritos Public Library in Cerritos, California outside of Los Angeles. The Head Librarian Wayne Pearson, he got tired of people telling him that the internet was going to commoditize his business, people were saying “why are going to libraries in the future when you get over the internet every book that’s ever been published, every paper that has ever been written, every thought that has ever been thunk.” He wanted to create this reason for existence for libraries, so he created what he calls “World’s First Experience Library” Cerritos Public Library - Best Library Experience Video and architecturally it ‘s very distinct, it’s the first use of titanium in any architectural structure in the United States of America when it was built in 2002 and they have a basic theme, every great experience needs to have a theme it doesn’t have to be in your face like the Cerritos Public Library, doesn’t have to be fantasy like Disney, it’s simple “The Organizing Principle for the Experience” and the theme for the Cerritos Public Library is “Journey Through Time” that a visit to the library ought to be a journey through time, so they have different areas in the library that are themed after different points in time, a classic period, a modern period, an ordeca period and they have rituals based off of that like when it’s time to close the library, everybody starts to put away their books and gather up their stuff and they go down to the main lobby where this huge screen and every night at closing time they play the scene from the movie, The Sound of Music where the kids are singing, they all sing along and by time the last kid sings good bye, the library is closed and they go again another day. The town has over 3,500 of them are in the library every day. This is a government entity that understands that it’s in the experience business and that comes directly from Wayne Pearson and it’s continued on to this day. Joseph shared that the one online tool that he couldn’t live without would be Google because he is constantly doing research, he is constantly trying to figure out what’s going on in the world, looking for new examples, seeing what people are doing and that always gives him new ideas which eventually lead to new frame works. Often his Google goes into Wikipedia to be able to research something in deep but he also has Google alert so anybody that’s in the praising experience economy or mass customization or authenticity business context and also chief experience officer, he’s a big promoter of the fact that companies should hire chief experience officers to lead their offerings and turn them into a true distinctive experiences. He is also on Twitter and he learns a ton just seeing what’s going on, a lot of example through that and connecting with people, he has gotten a lot of business through that. Joseph shared that the biggest thing is to see the effect that they are having in the world. Sometimes it’s very direct in consulting with an organization, he helping them to create an experience plan for example. You can go and visit them when it’s fully implemented and you see the difference that you make and other cases when he’s giving a speech somewhere and you see the light bulbs go on in people’s head and they come up to you after and say “wow this really makes sense” and they talk about how they are going to make a difference in the world. One of the things they have is an Experience Economy Expert Certification Course, 4 and half day of emerging in the experience, publicly every year in August in the United States of America, privately in house around the world and they have over 200 certified experts and they see the difference they are making and sometimes they are the owner of the business so you see what they are doing differently, sometimes they are internal consultants helping the business and sometimes they are consultants to other clients and you see what a difference they are making there. On Twitter, he has people talking about what a difference his book makes, he may not be having any interaction but his books are out there, the ideas are out there and people are taking them on, he doesn’t hear of everyone that does but people are bracing the ideas and making a difference in their business which allows them to hire more people, which creates more jobs, which moves the economy on. So the fact that he knows that he is making a difference in the world is highly motivating. Joseph shared some of the books and first one is “Future Perfect” by Stanley Davis it was written in 1987 and one chapter that inspire mass customization his book Infinite Possibility: Creating Customer Values on the Digital Frontier was actually inspired by another chapter in Future Perfect. Another great book that had a tremendous effect on him is “The One to One Future” by Don Peppers and Martha Rogers and that book came out in 1993 and he read it and said “wow, this is talking about in marketing, what I was talking about in operations” if you could mass customize then you could also have a one to one dialogue with individual customers, what could you create. When he was done reading the book, he discovered that Don lived 2 towns over from him in Connecticut at the time. He then called him up, got together and they figured out what that would do is create a learning relationship with customers that would grow and deepen overtime and allows you to lock them in because you always knew more about them than anybody else and you see that come into fruition today with all the companies using AI today to predict what people want. Another great book is “Computers as Theatre” by Brenda Laurel and it really make the case that you need to think about computers not as a tool but as a medium for a stage. He learned a lot about theatre and dramatic structure from reading her book, it’s a great book and he had his class at Columbia University read a portion of it. Joseph shared that understanding that work is theatre and so what you need to do is to come up with that play/drama that you want to create, that’s what your strategy is about, what is your drama that you want to create in the world. And then you need to direct your workers to action, give them roles to play and help them characterize those roles and give them the where it all to be able to perform them, actors rehearse, give them backstage time and then you need to create an employee experience that is as good as the experience you create for customers, so they have the where it all to perform your drama on your business stage. Joseph shared that he doesn’t have people; their business they call “2 Gurus and a Marketer” Jim Gilmore and their partner Doug Parker. They had a partner meeting and came up with some things that they are excited about. One of them is that they are working with some companies to create some videos, to be able to take their ideas and bring them out there further than they can reach with their speeches and consulting and their books. They are working with a company that brings custom learning to individual people in businesses wherever they are and so they are going to work with them to create new modules that they can then help people in their jobs, frontline personnel create that great, wow experience for their customers, so over the next 6 months they are going to do that, increasing the reach to make more of a difference, helping many more people embrace The Experience Economy. Joseph stated that listeners can find him on: www.strategichorizons.comJoseph Pine Twitter Joseph stated that there is a famous quote by Margaret Mead “Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it’s the only thing that ever has.”   Links “Mass Customization: The New Frontier in Business Competition” by B. Joseph Pine “Authenticity: What Consumers Really Want” by B. Joseph Pine and James H. Gilmore “Infinite Possibilities: Creating Customer Value on the Digital Frontier” by B. Joseph Pine, Kim C. Korn and James H. Gilmore “The Experience Economy: Work Is Theater & Every Business a Stage” by B. Joseph Pine and James H. Gilmore “Future Perfect” by Stanley M. Davis “The One to One Future” by Don Peppers and Martha Rogers “Computers as Theatre” by Brenda Laurel  

Are we living in the experience economy? In today's episode of the Modern Customer Podcast I interview Joseph Pine, co author of The Experience Economy –a book that predicted we are living in the Experience Economy. The book was updated and re-released—and almost twenty years after its initial publishing it still provides excellent fodder for the customer experience conversation. It was the original book to hit on the subject of customer experience. The book provides a well-researched discussion of how businesses won't survive by doing what they've always done. Businesses must look to some of the major inspirations such as Disneyland, Hershey's Chocolate World and other exciting experiences to engage the customer. To simply provide a product or service is not enough. In this podcast we revisit the principles of The Experience Economy. We see how businesses stack up today when it comes to providing the ultimate experience as defined by Joseph Pine in his book. In this podcast you will learn: What is a customer experience according to The Experience Economy? Are we living in the experience economy today? What can businesses do across their business to improve the customer experience?

Top digital analyst, futurist and award-winning author, Brian Solis joins Alan to share the inspirations and aspirations behind his new book, X: The Experience When Business Meets Design. Brian's major influence for the book comes from Joseph Pine and James Gilmore’s article-turned-book, The Experience Economy (1999). Brian notes that well over a decade later, their points on customer experience are still valid—customers want experiences, not products or services. Brian depicts the framework for experience architecture and how one can become an experience architect. Brian discusses data-artistry and how we must not dehumanize data. We must use data to tell a story and humanize who we are trying to reach. Brian also explains the technique of Hollywood Storyboarding to build a narrative so people can have the best brand experience. About Our Guest Brian Solis is a sought-after keynote speaker, an award-winning author, and the Principal Analyst at Altimeter Group (a Prophet company). Brian is a trail blazer in digital transformation, innovation, digital lifestyles, and connected consumerism. He shares his insights in his writings with AdAge, Wired, VentureBeat and on his personal blog at briansolis.com. Brian also hosts an online video series titled Revolution where he examines technology, trends and more with thought leaders from around the globe.

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.

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.

Joseph Pine and James Gilmore, founders of Strategic Horizons LLP and authors of "Authenticity: What Consumers Really Want."

Author and management advisor B. Joseph Pine II discusses how ideas outlined in his book The Experience Economy fit within the context of digital technologies, virtual worlds, and convergence culture.

Joseph Pine, cofounder of Strategic Horizons LLP and coauthor of "Authenticity: What Consumers Really Want."