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).