Podcasts about strategic horizons

Joe Pine II is the author of The Experience Economy: Competing For Customer Time, Attention, and Money and Co-Founder of Strategic Horizons LLP. Joe Pine began programming computers in the 7th grade. He worked at IBM for 13 years and moved up to management and strategic roles within that company. Since the he has been a consultant, coach, expert and author on the topics discussed today.  Favorite success quote/mantra: "Go beyond goods and services to staging experiences and guiding transformations for each one of your individual customers." In this episode with Joe Pine, we will discuss: What is the Experience Economy? Today's sponsor: MarginEdge: Fluctuating food prices. Staffing challenges- Now more than ever you need to control costs to remain profitable. MarginEdge is a restaurant management software that lets you see your food and labor costs in real time. By automating your invoice processing and totally digitizing your back office, MarginEdge saves your team hours on paperwork and gives you instant insights to manage your prime costs. No contract. No setup fee. See how it works at marginedge.com/unstoppable. Restaurant Technologies the company that helps restaurants, “Control the kitchen chaos.” With RT's total oil management, you get: Dependable fresh bulk cooking oil delivery; Filtration + oil usage monitoring and reporting; Used cooking oil pick-up, and recycling; And say goodbye to messy, dangerous restaurant rendering tanks-yuck. RT's end-to-end cooking oils solution helps you manage your used cooking oil storage, collection, and recycling- conveniently, safely, and cleanly- with no upfront costs. Head to www.RTI-inc.com, and let them know the Restaurant Unstoppable Podcast sent you their way. Owner.com is the leading all-in-one platform for restaurant marketing. Owner.com powers everything from SEO-optimized websites, direct online ordering, automated email and text marketing, built-in loyalty programs, zero commission delivery, and branded mobile apps for your restaurant that integrate right into your POS. With Owner.com, there are no contracts, no hidden fees, and nothing to lose. Join thousands of restaurant owners using Owner.com to grow direct online sales, save thousands in third-party fees, and simplify their online presence all-in-one.Book a free demo today at owner.com/unstoppable and see why Owner.com is the #1-rated Restaurant Marketing Software. Restaurant Systems Pro - Join the 60-day Restaurant Systems Pro FREE TRAINING. This is something that has never been done before. This 60-day event is at no cost to you, but it is not for everyone. Fred Langley, CEO of Restaurant Systems Pro, will lead a group of restaurateurs through the Restaurant Systems Pro software and set up the systems for your restaurant. During the 60 days, Fred will walk you through the Restaurant Systems Pro Process and help you crush the following goals: Recipe Costing Cards; Guidance in your books for accounting; Cash controls; Sales Forecasting(With Accuracy); Checklists; Budgeting for the entire year; Scheduling for profit; More butts in seats and more… Click Here to learn more. Contact: Chech out the Strategic Horizons website Thanks for listening!

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

I get mad when people waste my time. It's probably why I have such a beef with cable companies and organizations' call centers that have long hold times. Wasting someone's time is also a waste of an opportunity to deliver an excellent customer experience.  The source of my ire is likely tied to time being our most precious resource by some estimations. Therefore, when you waste it, you are careless with something with a finite supply. Some of us have more than others available—or left as the case may be.  So, when an organization wastes customers' time, it can be one of the worst things they could do to increase customer loyalty and customer-driven growth. Would you want to be anxious to return to an experience that wasted yours? Not bloody likely, I say.  By contrast, saving time is among the most essential things you could do for a customer. People will pay a premium for it, too.  Regarding time and customers, one of the most essential things you can do is to make it worthwhile. In other words, any time customers give you should return to them as a memory of time well spent.  The ideas expressed thus far here are not ours. Time progression is a critical area that key opinion leaders in the experience economy are exploring these days.  In this episode, we host Strategic Horizons' Joe Pine, author of The Experience Economy and co-founder of the concept of Time Progression, to discuss what that means and how it can influence how customers respond to your experience.  Here are some other critical moments in the discussion: 03:22  Colin asks Pine to explain the concept of Time Progression to the listeners who have yet to become familiar with it.  09:49  We discuss organizations doing interesting things with time analysis that companies would be wise to emulate and those that have decided to take up more customer time that companies should not. 19:25  Pine explains why healthcare is a transformational experience, so it should do better with patients' time progression. 26:02  We discuss where we think SMART products should go, as Pine wrote in HBR in his article, "Are Your Digital Platforms Wasting Your Customer's Time?" 28:53  Pine shares his practical tips for how to improve your performance regarding time progression with customers. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

I get mad when people waste my time. It's probably why I have such a beef with cable companies and organizations' call centers that have long hold times. Wasting someone's time is also a waste of an opportunity to deliver an excellent customer experience.  The source of my ire is likely tied to time being our most precious resource by some estimations. Therefore, when you waste it, you are careless with something with a finite supply. Some of us have more than others available—or left as the case may be.  So, when an organization wastes customers' time, it can be one of the worst things they could do to increase customer loyalty and customer-driven growth. Would you want to be anxious to return to an experience that wasted yours? Not bloody likely, I say.  By contrast, saving time is among the most essential things you could do for a customer. People will pay a premium for it, too.  Regarding time and customers, one of the most essential things you can do is to make it worthwhile. In other words, any time customers give you should return to them as a memory of time well spent.  The ideas expressed thus far here are not ours. Time progression is a critical area that key opinion leaders in the experience economy are exploring these days.  In this episode, we host Strategic Horizons' Joe Pine, author of The Experience Economy and co-founder of the concept of Time Progression, to discuss what that means and how it can influence how customers respond to your experience.  Here are some other critical moments in the discussion: 03:22  Colin asks Pine to explain the concept of Time Progression to the listeners who have yet to become familiar with it.  09:49  We discuss organizations doing interesting things with time analysis that companies would be wise to emulate and those that have decided to take up more customer time that companies should not. 19:25  Pine explains why healthcare is a transformational experience, so it should do better with patients' time progression. 26:02  We discuss where we think SMART products should go, as Pine wrote in HBR in his article, "Are Your Digital Platforms Wasting Your Customer's Time?" 28:53  Pine shares his practical tips for how to improve your performance regarding time progression with customers. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

In this episode, our intrepid marketing explorer, Dave "The Voice" Loomis, interviews one of the marketing world's most famous marketing thinkers, Jim Gilmore.Jim is the co-founder of the Strategic Horizons consulting firm as well as the co-author of the top-selling book Experience Economy and Authenticity: What Customers Really Want, and author of Look: A Practical Guide for Improving Your Observational Skills.  Jim is Assistant Professor in the Innovation and Design department in the Weatherhead School of Management at Case Western Reserve University.  He is also a Batten fellow and adjunct lecturer at the Darden Graduate School of Business at the University of Virginia. Prior to that, Jim was at the Wharton School at University of Pennsylvania and worked at Proctor & Gamble. Ready for a truly creative and different perspective?  Jim Gilmore is known for his brilliant takes on business, from creating customer experiences to viewing things through a completely different lens.  I guarantee you'll be entertained and intrigued by what Jim has to say and might come up with new ideas for your B2B business as a result.  You'll hear Jim riff on his books and take the conversation to places your mind probably wouldn't go.  Hope you'll listen, learn and get inspired!=============Follow Dave: https://www.linkedin.com/in/davidloomis/Get Dave's book: Marketing Is Everything We DoInterested in learning how Voice of the Customer can grow your business? Contact Dave: dave@loomismarketing.com=============Follow Steve:https://www.linkedin.com/in/steveamiller/Get Steve's bestselling book: Uncopyable: How to Create an Unfair Advantage Over Your CompetitionWant to learn how to generate more business without spending a ton of moolah, and separate yourself from the competition? Steve's online presentations and consulting will make you UNCOPYABLE! Contact him: stevem@beuncopyable.com

Joe Pine is an acclaimed author, speaker, management advisor, and co-founder of Strategic Horizons LLP. Joe's career began with performance analysis with IBM, where he was introduced to the idea of Mass Customization after joining the strategy team. After this journey, he co-founded Strategic Horizons LLP, a thinking studio centered around helping clients think differently and conceive new ways to develop their economic value through the lens of the experience economy and mass customization. Throughout Joe's notable career, he has filled many shoes and learned many skills that he shares in order to help grow the next generation of professionals. In this interview, Joe talks about the experience economy, mass customization, and transformation.   The Experience Economy “You see experiences everywhere, and you see how much people value the experiences that they have.” Everybody wants to live their life to the fullest, and the main way to bring that fulfillment to people is through experiences. When lots of people want something, there will inevitably be an economy centered around it. As the world has evolved, we have seen shifts in these economies. From industrial to knowledge, and knowledge to services. The new shift is turning those services into experiences.  On a dramatic increase over the past 25 to 30 years, this economy endlessly grows the expansive world of experiences. Even now, people are looking for things as simple as shopping to turn into something more. As recent world events have shown, many things can be done from the comfort of home. People now need a reason to come into the store other than buying things, as it is nearly pointless unless an experience is created for them. As the world evolves technologically, people are realizing that they need to experience something before they buy it. This all leads to the end goal of an economy creating memorable and meaningful experiences.    Mass Customization “Mass Customization automatically turns a service into an experience.” From an economical standpoint, tailoring ‘something' into ‘something more specific' can truly make a difference. This made-to-order mindset is what people heavily desire within the experience economy. Mass customization is the bridge between products and services, and most importantly, services to experiences.  Before recent innovations, the attractions community treated people like mass products, no matter what, everybody got the same thing. There was little to no tailored experience, and it left a very big spark of theming out of themed entertainment. Once bigger companies implemented new technology, people began to experience things tailored to what they want. This made-to-order mindset being implemented further expanded the industry into an entire new world of innovation, allowing companies to get more personal and customize the individual.    Transformation “It's about going beyond the experience to help your customers achieve their aspirations.” Transformation is an important part of life, happiness, and the economy. People only change through the experiences they have. There are many different cases where people would naturally experience transformation, or will go about seeking it personally. When experiences are created, it is important to acknowledge and try to direct how people will be transformed.  People actively seek change. Even in experiences outside of the themed entertainment industry, people can overcome something like their fear and walk out of that experience feeling like an improved person. When people seek experiences, they also seek transformation. Providing and nourishing this delicate part of experiences is key to the experience economy. In addition, to further enhance the transformation that people are looking for, using mass customization is key. Overall, transformation is the end result of experiences, and that should be more recognized and improved to even further grow the experience economy.   To connect with Joe, connect with him on LinkedIn and follow him on Twitter.  To learn more about Strategic Horizons and the Experience Economy certification, visit www.strategichorizons.com.  For the frontline video training course, visit www.onstagetraining.com.   This podcast wouldn't be possible without the incredible work of our amazing team: Scheduling and correspondence by Kristen Karaliunas Branding and design by Fabiana Fonseca Summary by Mason Nichols To connect with AttractionPros: attractionpros@gmail.com

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/

Joe Pine, co-author of “The Experience Economy” and co-founder of Strategic Horizons, joins the show to discuss the importance of Learning and Development and the role in employee experiences. In our chat with Joe, he explains the definition of experience, what L&D gets wrong with employee experiences, how the pandemic has impacted the types of experiences we expect, and more. MORE ABOUT JOE PINEBio: https://strategichorizons.com/pine-and-gilmore/joe-pine/Book: The Experience Economy, With a New Preface by the Authors: Competing for Customer Time, Attention, and MoneyLEARNING GEEKS “EXPERIENCE DESIGN WORKSHOP AT DISNEYLAND”We are seeking interested participants to join us at Disneyland sometime in late 2021 or early 2022 for a unique Experience Design Workshop. We would all visit Disneyland, including lands like Galaxy's Edge, and truly immerse ourselves into the worlds and environments and reflect on how we can apply this in our learning experiences. For those interested, please reach out to Dana, Jake, and/or Bob on LinkedIN. CONNECT WITH USIf you have any feedback or want to join in on the conversation, connect with us via LinkedIN, Twitter (@bobbyhollywood), or email our show at learninggeekspod@gmail.com. DISCLAIMERAll thoughts and views are of our own.AUDIO CREDIT"Seagulls Stop it Now" by Bad Lip Reading. Check them out at https://www.youtube.com/user/BadLipReading

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.

You know you have a special guest when you're finally nervous about who is on the show. It's not often you get to speak with your heroes one-on-one, let alone the person who's work set you on a course for the next +20 years of your professional career. When I read 'The Experience Economy' in 1999, a book https://www.linkedin.com/in/joepine/ (Joe Pine) authored with James Gilmore, I left my job at JPMorgan as a fixed income analyst to get into customer experience. I realized when I read the last page that this is what I needed to focus on for the rest of my life. Joe Pine is an internationally acclaimed author, speaker, and management advisor. He is also the co-Founder of https://strategichorizons.com/ (Strategic Horizons, LLP) along with James Gilmore. I had the honor and privilege to sit down with Joe and talk: His 1999 book, with the re-release in 2020, and the five core adjectives around the experience: robust, cohesive, personal, dramatic, and transformative. His recent article, Embracing the Employee Experience, and what he means by HR being brokers of time. Whether we need separate teams focused on employee (EX) and customer experience (CX). Should companies focus on EX or CX first? And an article he wrote on his site, https://strategichorizons.com/the-model-for-hybrid-experiences/ (Strategic Horizons), about the importance of hybrid experiences post-COVID (something that is coming about as we speak). I am grateful for the time with Joe and the opportunity to continue learning from someone who I hold with such incredibly high regard. Amazing episode. Mic. Dropped.

Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP,  and Jim Gilmore called The Experience Economy. I was gobsmacked by it.  I dashed down the hall to my boss at British Telecom. He read it and had a similar reaction to mine. The next thing I knew, he put me in charge of improving the Customer Experience for our company, and the rest is history.  You could say that Joe Pine changed my life. His insight into how the experience would be vital to business today has shaped my career for 23 years. So, when I got to host him on this episode of The Intuitive Customer, you can imagine how excited I was.  We talk to Pine about how the pandemic changed in-person events, trade shows, and conferences for the better and what we can learn from going virtual. The future, it seems, will take the best of both worlds. The important thing is to avoid the worst of both worlds.  Key Ideas to Improve your Customer Experience  Starting in March 2020, Pine watched as all the events he had booked canceled. At first, the organizers canceled them. But then, they began to migrate to an online format. It turns out, virtual events, for the interested attendee, could be excellent resources for information. Pine was fascinated at how effective virtual events were and the extent of their reach.  However, they weren't a replacement. The information was great, but Pine and the other event participants missed the interaction with other people in the field and the inherent networking involved.   Businesses responded to this need with hybrid events. The idea behind the hybrid event is a live event with attendees, and then a simultaneous online event complements the in-person one. Pine's book, Infinite Possibility Creating Customer Value on the Digital Frontier, discusses how technology can enhance the event's value in business post-pandemic. Whether it's a conference or symposium or a sporting event or concert, the hybrid event could be the format's future. Here are a few key moments in the discussion: 06:50  Pine explains what the new trend of hybrid events. 08:50  Pine says online experiences like Twitch predict what people will want from events moving forward. 12:31 Colin shares the value of comments given by the audience during a presentation. 15:08 Colin talks about the emotional value people feel connecting to a presenter even when you are not in person.  22:17 Pine advises that hybrid events should have a producer handle the management of the virtual event. 20:15 We break down the four different possible levels of value for a hybrid event. 25:24 We share the top recommendations and tips we have for using the hybrid event in your experience.  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.

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

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience.  Lewis Carbone is the author of Clued In: How to Keep Customers Coming Back Again and Again and the founder of ExperienceEngineering™. Joe Pine is the author of the book that started it all, The Experience Economy. He and his partner, Jim Gilmore, are true pioneers of the Customer Experience movement and the founder of their consultancy, Strategic Horizons, LLP. Key Takeaways There are a few things from this discussion everyone should remember in today's business environment, which include: Each of us has failed at some point during our career in one way or another. For my part, I often operated with the mindset that valuing the emotional connection that the Customer Experience evokes is an opinion everyone shared. However, I learned that tying your work to measurable results is the proper way to obtaining that shared mindset, and it is a value that I espouse to this day. If you don't tie your work to results, you will likely find that your mindset is your own.  Pine made the mistake of underestimating how difficult it would be to get companies to be the first to undertake a Customer Experience improvement program. Failure is a possibility, and, for some organizations, too much of one. Pine learned that what you design and what you deliver might not produce the results you intended when you mix in real-live customers. As a result, he advises his clients to reserve around 20 percent of their budget to make real-world adjustments for those parts of the experience that aren't working as they had hoped.  Carbone said his mistake was not being clear enough with people what the real meaning of Customer Experience is. There is not the depth of understanding that he assumed, and he believes that to fix it, we need a new way of talking about experiences that use distinctive language that better defines the concept for people. The future of customer experience is infused with technology and data. I have a passion for a new concept called Customer Science, which combines technology with artificial intelligence and mountains of data to predict customer behavior. The data-based approach Customer Science provides is an excellent path to anticipating your customers' needs and increasing your emotional bond with them.  Pine agrees, adding that the shift from physical to digital experiences occurring with the COVID-19 Pandemic has accelerated this fusion of technology and psychology. He sees the value that an organization can generate by amplifying in-person experiences with digital ones and capitalizing on their desire for meaningful experiences that they value more than stuff.  Carbone sees the future of Customer Experience in the cultures of the organization.  Champions of the concept should build a culture that echoes the sentiments of their desired experience within their organizations. Moreover, the idea that science and art combine to create a higher level of experience management has begun to transform how companies approach business-as-usual. Carbone says using technology and humanity combined can create what he describes as Experience Management 2.0. There are things you can do right now to prepare for the future of Customer Experience at your organization.  In addition to tying your efforts directly to return on investment (ROI), I advise champions of Customer Experience to determine the lifetime value of customers they serve. Often this amount helps justify expenses for an experience program that demands an organization's resources. Also, I encourage organizations to identify ways to improve the experience that take advantage of the most significant opportunity rather than only fixing the problems. The ROI on delivering a solution for a substantial opportunity is far more valuable than repairing a small problem that has costs associated with it. Carbone suggests deepening your understanding of how customers think vs. what they think. When you understand the role of unconscious thought and emotions and the influence they exert on our actions, you have an opportunity to surpass the benefits of customer centricity and reap the rewards of a customer-driven business model. Pine says preparing for the future means making a few adjustments to your thinking. First, he wants organizations to realize they are in an experience economy, not a service-providing one. Next, he encourages businesses to consider what they would change in their experience offering if they charged admission for it. That mindset is the correct one for innovation and the creation of a good experience that customers think is worth having. Finally, he wants a focus on the individual reactions that highly-customized experiences deliver. To discuss this further contact us at www.BeyondPhilosophy.com About Beyond Philosophy: Beyond Philosophy help organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). We then capitalize on this by improving your customer experience to meet these needs thereby retaining and acquiring new customers across the market. This podcast is produced by Resonate Recordings. Click here find out more.

How is the retail sector going to be best able to survive the Amazon juggernaut? I address this question with B. Joseph Pine II and James H. Gilmore in a discussion of their book The Experience Economy: Competing for Customer Time, Attention, and Money (Harvard Business Review Press, 2020). Pine and Gilmore are the cofounders of Strategic Horizons, LLP. Besides their other books and activities, Pine is a Lecturer at Columbia University and Gilmore teaches at Case Western Reserve University. Topics covered in this episode include: --What have been the relevant emotions in play as the economy has evolved across the four stage of commodities, goods, services, and now experiences and transformations alike. --How is achieving “customer satisfaction” too limiting, and what’s the emotional storyline that, first, Walt Disney and now business leaders worldwide must embrace to survive and thrive. --How does the emotional labor of employees being “on stage” as part of an experience square with workers’ and customers’ desire for authenticity. For a transcript of this episode, click here. Dan Hill, PhD, is the author of eight books and leads Sensory Logic, Inc. To check out his “Faces of the Week” blog, visit https://emotionswizard.com.

How is the retail sector going to be best able to survive the Amazon juggernaut? I address this question with B. Joseph Pine II and James H. Gilmore in a discussion of their book The Experience Economy: Competing for Customer Time, Attention, and Money (Harvard Business Review Press, 2020). Pine and Gilmore are the cofounders of Strategic Horizons, LLP. Besides their other books and activities, Pine is a Lecturer at Columbia University and Gilmore teaches at Case Western Reserve University. Topics covered in this episode include: --What have been the relevant emotions in play as the economy has evolved across the four stage of commodities, goods, services, and now experiences and transformations alike. --How is achieving “customer satisfaction” too limiting, and what's the emotional storyline that, first, Walt Disney and now business leaders worldwide must embrace to survive and thrive. --How does the emotional labor of employees being “on stage” as part of an experience square with workers' and customers' desire for authenticity. For a transcript of this episode, click here. Dan Hill, PhD, is the author of eight books and leads Sensory Logic, Inc. To check out his “Faces of the Week” blog, visit https://emotionswizard.com. Learn more about your ad choices. Visit megaphone.fm/adchoices Support our show by becoming a premium member! https://newbooksnetwork.supportingcast.fm/psychology

How is the retail sector going to be best able to survive the Amazon juggernaut? I address this question with B. Joseph Pine II and James H. Gilmore in a discussion of their book The Experience Economy: Competing for Customer Time, Attention, and Money (Harvard Business Review Press, 2020). Pine and Gilmore are the cofounders of Strategic Horizons, LLP. Besides their other books and activities, Pine is a Lecturer at Columbia University and Gilmore teaches at Case Western Reserve University. Topics covered in this episode include: --What have been the relevant emotions in play as the economy has evolved across the four stage of commodities, goods, services, and now experiences and transformations alike. --How is achieving “customer satisfaction” too limiting, and what’s the emotional storyline that, first, Walt Disney and now business leaders worldwide must embrace to survive and thrive. --How does the emotional labor of employees being “on stage” as part of an experience square with workers’ and customers’ desire for authenticity. For a transcript of this episode, click here. Dan Hill, PhD, is the author of eight books and leads Sensory Logic, Inc. To check out his “Faces of the Week” blog, visit https://emotionswizard.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

How is the retail sector going to be best able to survive the Amazon juggernaut? I address this question with B. Joseph Pine II and James H. Gilmore in a discussion of their book The Experience Economy: Competing for Customer Time, Attention, and Money (Harvard Business Review Press, 2020). Pine and Gilmore are the cofounders of Strategic Horizons, LLP. Besides their other books and activities, Pine is a Lecturer at Columbia University and Gilmore teaches at Case Western Reserve University. Topics covered in this episode include: --What have been the relevant emotions in play as the economy has evolved across the four stage of commodities, goods, services, and now experiences and transformations alike. --How is achieving “customer satisfaction” too limiting, and what’s the emotional storyline that, first, Walt Disney and now business leaders worldwide must embrace to survive and thrive. --How does the emotional labor of employees being “on stage” as part of an experience square with workers’ and customers’ desire for authenticity. For a transcript of this episode, click here. Dan Hill, PhD, is the author of eight books and leads Sensory Logic, Inc. To check out his “Faces of the Week” blog, visit https://emotionswizard.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

How is the retail sector going to be best able to survive the Amazon juggernaut? I address this question with B. Joseph Pine II and James H. Gilmore in a discussion of their book The Experience Economy: Competing for Customer Time, Attention, and Money (Harvard Business Review Press, 2020). Pine and Gilmore are the cofounders of Strategic Horizons, LLP. Besides their other books and activities, Pine is a Lecturer at Columbia University and Gilmore teaches at Case Western Reserve University. Topics covered in this episode include: --What have been the relevant emotions in play as the economy has evolved across the four stage of commodities, goods, services, and now experiences and transformations alike. --How is achieving “customer satisfaction” too limiting, and what’s the emotional storyline that, first, Walt Disney and now business leaders worldwide must embrace to survive and thrive. --How does the emotional labor of employees being “on stage” as part of an experience square with workers’ and customers’ desire for authenticity. For a transcript of this episode, click here. Dan Hill, PhD, is the author of eight books and leads Sensory Logic, Inc. To check out his “Faces of the Week” blog, visit https://emotionswizard.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

How is the retail sector going to be best able to survive the Amazon juggernaut? I address this question with B. Joseph Pine II and James H. Gilmore in a discussion of their book The Experience Economy: Competing for Customer Time, Attention, and Money (Harvard Business Review Press, 2020). Pine and Gilmore are the cofounders of Strategic Horizons, LLP. Besides their other books and activities, Pine is a Lecturer at Columbia University and Gilmore teaches at Case Western Reserve University. Topics covered in this episode include: --What have been the relevant emotions in play as the economy has evolved across the four stage of commodities, goods, services, and now experiences and transformations alike. --How is achieving “customer satisfaction” too limiting, and what's the emotional storyline that, first, Walt Disney and now business leaders worldwide must embrace to survive and thrive. --How does the emotional labor of employees being “on stage” as part of an experience square with workers' and customers' desire for authenticity. For a transcript of this episode, click here. Dan Hill, PhD, is the author of eight books and leads Sensory Logic, Inc. To check out his “Faces of the Week” blog, visit https://emotionswizard.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

How is the retail sector going to be best able to survive the Amazon juggernaut? I address this question with B. Joseph Pine II and James H. Gilmore in a discussion of their book The Experience Economy: Competing for Customer Time, Attention, and Money (Harvard Business Review Press, 2020). Pine and Gilmore are the cofounders of Strategic Horizons, LLP. Besides their other books and activities, Pine is a Lecturer at Columbia University and Gilmore teaches at Case Western Reserve University. Topics covered in this episode include: --What have been the relevant emotions in play as the economy has evolved across the four stage of commodities, goods, services, and now experiences and transformations alike. --How is achieving “customer satisfaction” too limiting, and what’s the emotional storyline that, first, Walt Disney and now business leaders worldwide must embrace to survive and thrive. --How does the emotional labor of employees being “on stage” as part of an experience square with workers’ and customers’ desire for authenticity. Dan Hill, PhD, is the author of eight books and leads Sensory Logic, Inc. To check out his “Faces of the Week” blog, visit https://emotionswizard.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

How is the retail sector going to be best able to survive the Amazon juggernaut? I address this question with B. Joseph Pine II and James H. Gilmore in a discussion of their book The Experience Economy: Competing for Customer Time, Attention, and Money (Harvard Business Review Press, 2020). Pine and Gilmore are the cofounders of Strategic Horizons, LLP. Besides their other books and activities, Pine is a Lecturer at Columbia University and Gilmore teaches at Case Western Reserve University. Topics covered in this episode include: --What have been the relevant emotions in play as the economy has evolved across the four stage of commodities, goods, services, and now experiences and transformations alike. --How is achieving “customer satisfaction” too limiting, and what’s the emotional storyline that, first, Walt Disney and now business leaders worldwide must embrace to survive and thrive. --How does the emotional labor of employees being “on stage” as part of an experience square with workers’ and customers’ desire for authenticity. Dan Hill, PhD, is the author of eight books and leads Sensory Logic, Inc. To check out his “Faces of the Week” blog, visit https://emotionswizard.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

How is the retail sector going to be best able to survive the Amazon juggernaut? I address this question with B. Joseph Pine II and James H. Gilmore in a discussion of their book The Experience Economy: Competing for Customer Time, Attention, and Money (Harvard Business Review Press, 2020). Pine and Gilmore are the cofounders of Strategic Horizons, LLP. Besides their other books and activities, Pine is a Lecturer at Columbia University and Gilmore teaches at Case Western Reserve University. Topics covered in this episode include: --What have been the relevant emotions in play as the economy has evolved across the four stage of commodities, goods, services, and now experiences and transformations alike. --How is achieving “customer satisfaction” too limiting, and what’s the emotional storyline that, first, Walt Disney and now business leaders worldwide must embrace to survive and thrive. --How does the emotional labor of employees being “on stage” as part of an experience square with workers’ and customers’ desire for authenticity. Dan Hill, PhD, is the author of eight books and leads Sensory Logic, Inc. To check out his “Faces of the Week” blog, visit https://emotionswizard.com. Learn more about your ad choices. Visit megaphone.fm/adchoices

Joe Pine, Author of The Experience Economy: Work Is Theatre & Every Business a Stage and Cofounder of Strategic Horizons, talks with Sarah about how companies can differentiate service (the “what”) by thinking more strategically about delivering experiences (the “how”).

Joe Pine was the voice calling out about the coming of the experience economy long before it hit. His book, "The Experience Economy", written in 1998 helped lay the foundation of what is today's Customer Experience. Pine is a world renown thought leader in business, author, internationally acclaimed speaker, management advisor to Fortune 500 companies and entrepreneurial start-ups, and cofounder of Strategic Horizons. In this episode, he speaks to podcast host Crystal Garrett and guest-host and Worthix CEO, Guilherme Cerqueira about what comes AFTER the experience. He also discusses staging distinctive experiences, the gap of perceptions versus authenticity, companies identifying time well spent versus time well saved, and taking advantage of digitization. He advises on “customering” and transforming your customers to help them meet their aspirations. Follow Joe Pine LinkedIn: https://www.linkedin.com/in/joepine/ Twitter: @joepine Customer Experience Ebooks: www.worthix.com/resource-page Customer Experience Blog: blog.worthix.com Worthix's Artificial Intelligent CX Survey: www.worthix.com Follow Guilherme Cerqueira LinkedIn: www.linkedin.com/in/guicerqueira/ Twitter: @guicerqueira Follow Mary Drumond LinkedIn: linkedin.com/in/marydrumond/ Twitter: @drumondmary

In this episode Joe Pine explains why it's so important that we understand the distinctions between services and experiences. There are no markets. There are just customers! So we need to stop marketing and start customering. What's customering you ask? Joe explains it in detail. Finally we discuss the different roles of the Chief Experience Officer (CXO) and why this is a vital role in companies that want to survive in the experience economy. Would you like to win a SIGNED copy of The Experience Economy? Check the episode for details and read the rules below! ---------------------------------------- EPISODE GUIDE 03:00 - The first encounter with Service Design. 06:30 - What is the difference between services and experiences? 15:35 - How can we move from marketing to customering? 26:47 - Who are chief experience officers? 35:22 - Big question: Which design business are you really in? 36:10 - Book Giveaway! ---------------------------------------- LINKS FROM THE EPISODE * Joe on LinkedIn ➜ https://go.servicedesignshow.com/l8523 * Reverse Customering Masterclass ➜ https://go.servicedesignshow.com/vflir * The Experience Economy (book) ➜ https://go.servicedesignshow.com/l3wsh * The Roles of the Chief Experience Officer (article) ➜ https://go.servicedesignshow.com/lgf8b * Strategic Horizons ➜ https://go.servicedesignshow.com/nhl8i MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://go.servicedesignshow.com/free-mini-course

Host Dave Robertson's first guest is Jim Gilmore, Co-Founder of Strategic Horizons, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. He's also the author of many books including the latest, "Look: A Practical Guide for Improving Your Observational Skills." In the second half of the show Dave talks to Carla Diana, author, designer and faculty member in the Integrated Product Design program at the University of Pennsylvania.