B. J. Pine II and J. H. Gilmore, "The Experience Economy: Competing for Customer Time, Attention, and Money" (HBR Press, 2020)

B. J. Pine II and J. H. Gilmore, "The Experience Economy: Competing for Customer Time, Attention, and Money" (HBR Press, 2020)

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/dan-hills-eq-spotlight

Jaksot(141)

Ximena Vengoechea, "Listen Like You Mean It: Reclaiming the Lost Art of True Connection" (Portfolio, 2021)

Ximena Vengoechea, "Listen Like You Mean It: Reclaiming the Lost Art of True Connection" (Portfolio, 2021)

Today I talked to Ximena Vengoechea about Listen Like You Mean It: Reclaiming the Lost Art of True Connection (Portfolio, 2021). What’s your default listening mode? Are you perhaps a pivoter, a distra...

16 Kesä 202227min

Richard Chataway, "The Behaviour Business: How to Apply Behavioural Science for Business Success" (Harriman House, 2020)

Richard Chataway, "The Behaviour Business: How to Apply Behavioural Science for Business Success" (Harriman House, 2020)

Today I talked to Richard Chataway about his book The Behaviour Business: How to Apply Behavioural Science for Business Success (Harriman House, 2020). Ever seen the TED talk video on Youtube where Ca...

2 Kesä 202233min

Mike Errico, "Music, Lyrics, and Life: A Field Guide for the Advancing Songwriter" (Backbeat Book, 2022)

Mike Errico, "Music, Lyrics, and Life: A Field Guide for the Advancing Songwriter" (Backbeat Book, 2022)

Today I talked to Mike Errico about his new book Music, Lyrics, and Life: A Field Guide for the Advancing Songwriter (Backbeat Books, 2022). Brain teasers invite you; brain embarrassers are songs you ...

26 Touko 202235min

Morris Altman, "Worker Satisfaction and Economic Performance" (Routledge, 2021)

Morris Altman, "Worker Satisfaction and Economic Performance" (Routledge, 2021)

Today I talked to Morris Altman about his book Worker Satisfaction and Economic Performance (Routledge, 2021). What sometimes gets overlooked is that Adam Smith not only became the “father of capitali...

19 Touko 202235min

Zarak Khan and Laurel Newman, "Building Behavioral Science in an Organization" (Action Design Press, 2021)

Zarak Khan and Laurel Newman, "Building Behavioral Science in an Organization" (Action Design Press, 2021)

Today I talked to Zarak Khan and Laurel Newman about their book Building Behavioral Science in an Organization (Action Design Press, 2021). As an academic discipline, behavioral science is as the book...

12 Touko 202232min

Emma Bridger and Belinda Gannaway, "Employee Experience by Design" (Kogan Page, 2021)

Emma Bridger and Belinda Gannaway, "Employee Experience by Design" (Kogan Page, 2021)

Today I talked to Belinda Gannaway, co-author (with Emma Bridger) about her book Employee Experience by Design: How to Create an Effective EX for Competitive Advantage (Kogan Page, 2021). Covid-19 has...

5 Touko 202233min

Mark Sirower and Jeff Weirens, "The Synergy Solution: How Companies Win the Mergers and Acquisitions Game" (HBRP, 2022)

Mark Sirower and Jeff Weirens, "The Synergy Solution: How Companies Win the Mergers and Acquisitions Game" (HBRP, 2022)

Today I talked to Mark L. Sirower about his book (co-authored with Jeff Weirens) The Synergy Solution: How Companies Win the Mergers and Acquisitions Game (HBP, 2022). First impressions really do matt...

28 Huhti 202233min

DDS Dobson-Smith, "You Can Be Yourself Here: Your Pocket Guide to Creating Inclusive Workplaces by Using the Psychology of Belonging" (Lioncrest, 2022)

DDS Dobson-Smith, "You Can Be Yourself Here: Your Pocket Guide to Creating Inclusive Workplaces by Using the Psychology of Belonging" (Lioncrest, 2022)

Today I talked to DDS Dobson-Smith about You Can Be Yourself Here: Your Pocket Guide to Creating Inclusive Workplaces by Using the Psychology of Belonging (Lioncrest, 2022). While the episode’s title ...

21 Huhti 202237min

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