What was your most memorable customer experience in the past year? What
can professional services firms learn from the success of Starbucks,
Apple, and American Girl Place? We are all living and working in The
Experience Economy. Goods and services have been commoditized and
consumers and businesses spend increasing amounts of money on
experiences. How can you differentiate your business by shifting from
providing commoditized goods and services to “staging” memorable and
compelling customer experiences Whatever your business, a shift in the
very fabric of the economy is a time to act boldly. Delivering
transformational customer and employee experiences can be clear
differentiators in every industry. The course materials are adapted for
the professional services industry from the The Experience Economy (1999
and 2011, Harvard Business School Press). The presenter is one of the
first 10 people in the world to be certified as an Experience Economy
Expert (2006).