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Joe Pine was the first to identify many of the trends that have animated business for the last two decades, including the trend away from simple mass production to mass customization, and the emergence of the experience economy. Today, Joe joins us to discuss how those trends are influencing the future of work, and how companies might mass-customize experiences for employees.Joe Pine is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and startups. His best-selling book, The Experience Economy, has been published in 15 languages and used as a company guide for over 20 years.In this episode, Dart and Joe discuss:- The progression of economic value- The Experience Economy- The current transformation economy- How to customize a customer's experience and promote transformation- Brand authenticity- Focusing on value vs. price- The management style we need to create value- How to revitalize a business- The importance of company exploration and innovation- And more…Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. Joe is a co-founder of Strategic Horizons LLP and a lecturer at Columbia University. His best-selling book, The Experience Economy, has been published in 15 languages and used as a company guide for over 20 years.Joe serves as a Senior Fellow with the Design Futures Council and the European Centre for the Experience Economy. He previously served as a Visiting Scholar with the MIT Design Lab, a professor at Duke University, and a manager with IBM. Joe has been featured in The Wall Street Journal and Harvard Business Review. His other published works include Infinite Possibility, Authenticity, and Mass Customization.Resources Mentioned:The Experience Economy, by Joe Pine: https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975Mass Customization, by Joe Pine: https://www.amazon.com/Mass-Customization-Frontier-Business-Competition/dp/0875843727Authenticity, by Joe Pine: https://www.amazon.com/Authenticity-What-Consumers-Really-Want/dp/1591391458Travel that Can Change Your Life, by Jeffrey Kotler: www.amazon.com/Travel-That-Change-Your-Life/dp/0787909416Work 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.

Joe Pine has a knack for seeing workplace trends ahead of others. As a co-founder of Strategic Horizons LLP, he has helped organizations innovatively increase economic value for over three decades. Joe is a pioneer behind the experience economy, and he is now trailblazing the concept of a transformation economy in his latest book. Join us as we discuss the fifth and final economic offering and how it can impact employees and customers alike. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. In this episode, Dart and Joe discuss:- Joe's latest writing project on the transformation economy- Examples of transformative experiences - The economic value of customer transformation- How to recognize different types of transformation - Work as a transformation offering- The correlation between transformation and wealth- How to create transformative experiences for individual aspirations- Joe's outlook on the experience-design profession- And other topics…Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. Joe is a co-founder of Strategic Horizons LLP and a lecturer at Northeastern University. His best-selling book, The Experience Economy, has been published in 15 languages and used as a company guide for over 20 years. He is now pioneering the idea of a Transformation Economy through the development of his latest book. Joe is a Senior Fellow with the Design Futures Council and the European Centre for the Experience Economy. He previously served as a Visiting Scholar with the MIT Design Lab, a professor at Duke University, a lecturer at Columbia University, and a manager with IBM. Joe has been featured in The Wall Street Journal and Harvard Business Review. His other published works include Infinite Possibility, Authenticity, and Mass Customization. Resources mentioned:The Experience Economy¸ by Joseph Pine II: https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975  Mass Customization, by Joseph Pine II: https://www.amazon.com/Mass-Customization-Frontier-Business-Competition/dp/0875843727  Work, Pray, Code, by Carolyn Chen: https://www.amazon.com/Work-Pray-Code-Becomes-Religion/dp/0691219087The Anatomy of Genres, by John Truby: https://www.amazon.com/Anatomy-Genres-Story-Forms-Explain/dp/0374539227 The World Experience Organization Summit: www.WorldXO.org Connect with Joe:https://transformationsbook.substack.com/ www.StrategicHorizons.comLinkedIn: https://www.linkedin.com/in/joepine/ 

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

Joe Pine 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!

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

Joe Pine was the first to identify many of the trends that have animated business for the last two decades, including the trend away from simple mass production to mass customization, and the emergence of the experience economy. Today, Joe joins us to discuss how those trends are influencing the future of work, and how companies might mass-customize experiences for employees. Joe Pine is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and startups. His best-selling book, The Experience Economy, has been published in 15 languages and used as a company guide for over 20 years. In this episode, Dart and Joe discuss:- The progression of economic value - The Experience Economy- The current transformation economy- How to customize a customer's experience and promote transformation- Brand authenticity- Focusing on value vs. price- The management style we need to create value- How to revitalize a business- The importance of company exploration and innovation- And more…Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. Joe is a co-founder of Strategic Horizons LLP and a lecturer at Columbia University. His best-selling book, The Experience Economy, has been published in 15 languages and used as a company guide for over 20 years. Joe serves as a Senior Fellow with the Design Futures Council and the European Centre for the Experience Economy. He previously served as a Visiting Scholar with the MIT Design Lab, a professor at Duke University, and a manager with IBM. Joe has been featured in The Wall Street Journal and Harvard Business Review. His other published works include Infinite Possibility, Authenticity, and Mass Customization. Resources Mentioned:The Experience Economy, by Joe Pine: https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975 Mass Customization, by Joe Pine: https://www.amazon.com/Mass-Customization-Frontier-Business-Competition/dp/0875843727 Authenticity, by Joe Pine: https://www.amazon.com/Authenticity-What-Consumers-Really-Want/dp/1591391458 Travel that Can Change Your Life, by Jeffrey Kotler: www.amazon.com/Travel-That-Change-Your-Life/dp/0787909416  

Joe Pine - Co-Founder at Strategic Horizons LLP [Experience Economy]ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

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!

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.

You may remember Joe Pine from podcast #19. He's the co-author of The Experience Economy, Infinite Possibility, and Authenticity and author of Mass Customization as well as co-founder of Strategic Horizons LLP. On today's episode, Sarah welcomes Joe back to discuss a column he co-wrote recently for HBR titled The “New You” Business which dives into the business opportunity of transformation.

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

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

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

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

Another amazing episode of #21for21: Carola and Marco speak with Joe Pine, about experience, transformation and thriving forever.

Joe is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, which is a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings, and he is also the Co-author of The Experience Economy. Joe talks about the Experience Economy, and the importance of it, and what is to come. Join the Press 1 For Nick community on LinkedIn: www.linkedin.com/company/press-1-for-nick

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

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

In any industry or business, both your company’s image and customer’s experience are critical factors to being successful. How your employees serve customers can either make or break your business. The owner of Strategic Horizons LLP and co-author of The Experience Economy, James Gilmore talks the different ways experience can be seen and applied in business. He explains the effects of refining your customers experience with real life examples and how simple it can be, going deep into where excellent customer service and experience all begins. In this episode, learn how you can improve your employee’s behavior and keep your customers and business refreshed.   Love the show? Subscribe, rate, review, and share! Here’s How » Join the Business Done Differently community today: findyouryellowtux.com Business Done Differently Facebook Business Done Differently Twitter Business Done Differently YouTube Do You Stand Out? Take The Yellow Tux Quiz

Top Takeaways: -      The economy has evolved over time from an agrarian economy to an industrial economy, then to a service economy and finally to an experience economy, where the experience a customer has is the most valuable component. -      Service and experience are two different but related things. Service is what you as the company do. Experience is the customer’s time and perception of the interaction and relationship that occurs through that service. -      Experience goes beyond the product being sold to customers. A good example of this is Starbucks. They are able to sell coffee at a premium because of the ambience, environment, and relationship they create for and with their customers. -      Customization and personalization are key components in staging an experience. Customers today want to spend less time with goods and services, but will spend more time with events and places that engage them with a personalized and memorable experience. -      Today, every business must compete against the smartphone for customers’ attention. It allows customers to instantly disengage from a place, product or service. -      People are consuming experiences today in smaller chunks, which can be referred to as the miniaturization of consumption. People may not take large vacations, but they do seek out and take “mini-vacations” that last just an hour—or two or three. It may be in the form of a fun afternoon at an escape room or even spending time in a coffee shop. -      Experiences are inherently personal and differentiated. Challenge yourself to constantly see things anew through the lens of the customer. This ensures you’re delivering the best possible experience all around. Quote: “Time is the currency of experiences. If you get people to spend more time with you, they will spend more money with you.” About: Jim Gilmore is co-founder of Strategic Horizons LLP. He has authored and co-authored several books, has been published in many leading business publications, co-edits Markets of One and teaches/lectures at several colleges and universities. Learn more about your ad choices. Visit megaphone.fm/adchoices

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

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 

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

Danielle Tate founder and CEO of MissNowMrs.com, an online name change service that has helped over 250,000 women change to their married names.  As an industry innovator she disrupted the concept of standing in long office lines to change your name and continues to pioneer the name change niche with sites like MarriedNameGame.com and placing gift cards in big box retailers across the U.S Vanessa Shaw business growth and success mentor for entrepreneurs and leaders who have a passion for making a difference in the world. Using her proven business development strategies and fundamentals refined through working with hundreds of clients Rory Vaden Self-Discipline Strategist . He speaks to audiences around the world about how they can leverage self-discipline to achieve their goals in life. His book "Take the Stairs"  #1 Wall St Journal, #1 USA Today, and #2 New York Times bestseller. He is the Cofounder of Southwestern Consulting, a multimillion dollar global consulting practice to grow their business and provide a better customer experience Joe Pine internationally acclaimed author, speaker, and management advisor. He's the co-founder of the “thinking studio” Strategic Horizons LLP. He specializes in helping people see the world of business differently through speaking, workshops, executive education, and through his many ground-breaking books, beginning with the award-winning Mass Customization, continuing with the best-selling book The Experience Economy: Work Is Theatre & Every Business a Stage, and including Authenticity: What Consumers Really Want and most recently Infinite Possibility: Creating Customer Value on the Digital Frontier  

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

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