The Experience Economy
Joseph Pine II and James H. Gilmore

Published: 1999, Harvard Business School Press
ISBN: 0-87584-819-2

OUR REVIEW (Reviewed February 02, 2001, by Bill Pinkovitz)
The Experience Economy by B. Joseph Pine, James H. Gilmore, B. Joseph Pine II

Congratulations, you've just won your industry's annual award for excellent customer service. Don't let the standing ovation go to your head. According to Joseph Pine and James Gilmore, you still have a lot of work to do. In The Experience Economy, Pine and Gilmore effectively argue that quality products and excellent service are no longer enough. The quality of the time your customers spend with you (their experience) is as important (perhaps more important) than the goods and services you provide. In a world where goods and services are increasingly becoming commodities, the customer's experience is becoming the factor that differentiates your business from the competition.

Does this mean that all businesses must become little Walt Disney Worlds. No, but we can all learn from the successful companies that are providing the experiences their customers want. This is an interesting, entertaining, and provocative book. Its full of examples and its bound to stimulate plenty of discussion. I know you'll enjoy the "experience".

Read an excerpt (Chapter 1) of The Experience Economy.

Read a brief article based on The Experience Economy.

Read a CIO Magazine interview with B. Joseph Pine II.