A review of The Experience Economy by B. Joseph Pine II & James H. Gilmore
- Publisher: Harvard Business School Press; 1st edition (April 1, 1999) 272 pages
- Buy it on Amazon.com by clicking the book cover to the left
- Listen to it on Audible.com (abridged version) or get it for free with a 30-day exclusive trial offer!
If you're looking for a lesson on the difference between commodities, goods, services and experiences, then this book will provide it. The important lesson, though, is how to move from a service-based business model to one based on experiences, as first exemplarized by Disney's theme parks.
Other than that, we find that The Experience Economy functions mostly as content marketing for the authors' consultancy business. Which is perfectly fine, but we think that the main lessons of the book are outdated.
We found one important and interesting aspect of PIne and Gilmore's book that we want to point out. It's reflected in the book's subtitle: "Work Is Theatre & Every Business Is A Stage".
In order to transform your service into an experience you must consider yourself a director of a play, your employees as actors and supporting staff, and your customers as the audience.
You must also appreciate the different styles of acting — and more importantly, reconsider the traditional script-based customer service. Draw lessons from improv theatre and street actors, to give your customers truly unique experiences.