nexus point | Leadership Development ~ Talent Management ~ Realising Potential

Pine and Gilmore (1999) “The Experience Economy”


  • People pay for the experience – memorable, lasting impressions
  • Separate product into: commodities, goods, services, experiences.
    • Services are customized
    • Experiences are personalized
    • Commodities – price determined by market
    • Service suppliers squeeze goods prices to cause their margin
    • Service provision can be value-adding to a commodity
  • wrt experiences – they are personal!  No two people have the same experience!
  • VALUE lingers after experience is over.
  • Can look at how individual performs while using a good.  That is experience.
  • Can form a club for goods as part of the experience, have events etc.
  • Experience in the educational realm:
    • Active participation and absorption (not immersive or passive participation – other aspects of experience!)
    • (Entertainment = passive + absorption)
  • It’s all about engaging the customer
    • Thru what’s important to them!
  • Emerging model of education has students ACTIVELY engage as part of the experience economy!  No longer just passive!!
  • Can use element of entertainment to enhance education.
  • Eg of experience: a HOME vs a HOUSE
  • Experience – integrates the environment with the event
  • What IMPRESSION do you want people to get?  DESIGN this!
    • Eg – every person is important, appreciated and respected.
  • Experience includes all five senses!  How does it: feel, taste, sound, look, smell?!
  • EXPERIENCE is the competitive edge available in the market-place
  • People will either start asking for what they really want, or they will walk away!
  • Can apply this to employees too!  Eg – what experience do you want people to have of working with you?
  • Students as customers: greater experience = greater customer retention!
  • Experience of learning enhanced when done as a conversation, it becomes collaborative learning!  It becomes an exploration!!
  • Events AS theatre: Sequence, progression, duration, rhythm, tempo.
  • Drama = strategy, Script = processes, Theatre = work, Performance = offering, Audience = customers.
  • Acting / drama / service-experience delivery at its best when people connect what they are doing with their heart; when they are attuned with it!
  • Quality requires preparation!
  • Look beyond just WHAT there is to do, but also to HOW, and WHY.  That is – bring INTENTION!!!
  • Drama has Script and Performance!  Look for how much flexibility there is in both these arenas!
  • Difference between speaking and generating—saying stuff and speaking from heart—HUGE impact on experience of being in THAT kind of ‘presentation’!
  • Elements of street-performance / improvisation, as well as scripted / rehearsed stuff.
  • Actions in enterprises:
    • Origination – value from something stuff
    • Execution – value from something done
    • Correction – value from something improved
    • Application – value from something used.

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