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

Episoder(141)

Eugene Lipov and Jamie Mustard, "The Invisible Machine: The Startling Truth About Trauma and the Scientific Breakthrough That Can Transform Your Life" (BenBella Books, 2023)

Eugene Lipov and Jamie Mustard, "The Invisible Machine: The Startling Truth About Trauma and the Scientific Breakthrough That Can Transform Your Life" (BenBella Books, 2023)

Today I talked to Eugene Lipov about his new book (co-authored with Jamie Mustard), The Invisible Machine: The Startling Truth About Trauma and the Scientific Breakthrough That Can Transform Your Life...

18 Mai 202341min

Andrew Small, "No Limits: The Inside Story of China's War with the West" (Melville House, 2022)

Andrew Small, "No Limits: The Inside Story of China's War with the West" (Melville House, 2022)

Today I talked to Andrew Small about his book No Limits: The Inside Story of China's War with the West (Melville House, 2022). Winston Churchill famously described Russia in 1939 as “a riddle, wrapped...

4 Mai 202327min

M. Johnson and T. Misiaszek, "Branding That Means Business: How to Build Enduring Bonds Between Brands, Consumers & Markets" (PublicAffairs, 2022)

M. Johnson and T. Misiaszek, "Branding That Means Business: How to Build Enduring Bonds Between Brands, Consumers & Markets" (PublicAffairs, 2022)

Today I talked to Matt Johnson about his book (co-authored with Tessa Misiaszek) Branding That Means Business: How to Build Enduring Bonds Between Brands, Consumers & Markets (PublicAffairs, 2022) Too...

20 Apr 202329min

Tessa West, "Jerks at Work: Toxic Coworkers and What to Do About Them" (Portfolio, 2022)

Tessa West, "Jerks at Work: Toxic Coworkers and What to Do About Them" (Portfolio, 2022)

Today I talked to Tessa West about her book Jerks at Work: Toxic Coworkers and What to Do About Them (Portfolio, 2022). This conversation explores the seven types of jerks that West has diagnosed: the...

6 Apr 202323min

Sarah L. Kaufman, "The Art of Grace: On Moving Well Through Life" (Norton, 2015)

Sarah L. Kaufman, "The Art of Grace: On Moving Well Through Life" (Norton, 2015)

Today I talked to Sarah L Kaufman about her book The Art of Grace: On Moving Well Through Life (Norton, 2016). Grace as a word comes from Greek, conveying a sense of giving a favor as a gift or act or...

23 Mar 202324min

Ayelet Fishbach, "Get It Done: Surprising Lessons from the Science of Motivation" (Little, Brown Spark, 2022)

Ayelet Fishbach, "Get It Done: Surprising Lessons from the Science of Motivation" (Little, Brown Spark, 2022)

Today I talked to Ayelet Fishbach about her book Get It Done: Surprising Lessons from the Science of Motivation (Little, Brown Spark, 2022) The key to motivating yourself is to change your circumstanc...

9 Mar 202324min

Jerry Pannone, "Survive: Why We Do What We Do" (John Hunt, 2022)

Jerry Pannone, "Survive: Why We Do What We Do" (John Hunt, 2022)

Today I talked to Jerry Pannone about his new book Survive: Why We Do What We Do (John Hunt, 2022) Abraham Maslow’s Hierarchy of Needs model is famous, but more so the 5-layer model than the 8-layer m...

23 Feb 202324min

Max Bazerman, "Complicit: How We Enable the Unethical and How to Stop" (Princeton UP, 2022)

Max Bazerman, "Complicit: How We Enable the Unethical and How to Stop" (Princeton UP, 2022)

Today I talked to Max Bazerman about his book Complicit: How We Enable the Unethical and How to Stop (Princeton UP, 2022). Remember Saturday Night Live’s satirical TV spot for Ivanka Trump’s perfume, ...

9 Feb 202325min

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