Should you design services or experiences? / Joe Pine / Episode #50

In this episode Joe Pine explains why it's so important that we understand the distinctions between services and experiences. There are no markets. There are just customers! So we need to stop marketing and start customering. What's customering you ask? Joe explains it in detail. Finally we discuss the different roles of the Chief Experience Officer (CXO) and why this is a vital role in companies that want to survive in the experience economy. Would you like to win a SIGNED copy of The Experience Economy? Check the episode for details and read the rules below! ---------------------------------------- EPISODE GUIDE 03:00 - The first encounter with Service Design. 06:30 - What is the difference between services and experiences? 15:35 - How can we move from marketing to customering? 26:47 - Who are chief experience officers? 35:22 - Big question: Which design business are you really in? 36:10 - Book Giveaway! ---------------------------------------- LINKS FROM THE EPISODE * Joe on LinkedIn ➜ https://go.servicedesignshow.com/l8523 * Reverse Customering Masterclass ➜ https://go.servicedesignshow.com/vflir * The Experience Economy (book) ➜ https://go.servicedesignshow.com/l3wsh * The Roles of the Chief Experience Officer (article) ➜ https://go.servicedesignshow.com/lgf8b * Strategic Horizons ➜ https://go.servicedesignshow.com/nhl8i MORE EPISODES Enjoyed the show? Take a look at some of the other episodes ➜ @servicedesignshow YOUTUBE CHANNEL Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK PAGE Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://go.servicedesignshow.com/free-mini-course