Joe Pine on the Origin of the Experience Economy and What's Next
Joe Pine is on my Mount Rushmore of customer experience.
He shared the exact moment, quite by accident, that the idea of experiences as the next economy after services was born. Joe believes goods and services are no longer enough. What customers want are memorable experiences that engage each person in an inherently personal way.
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Originally aired July 20, 2023 as Episode 42 of The Trusted Guide Podcast (then The Delighted Customers Podcast). It re-aired March 28, 2024 as Episode 77.
What we cover
How the concept of the experience economy was born
Why goods and services are no longer enough
A vision for business focused on human flourishing
Real-world stories of how experiences drive business outcomes
Beyond experiences
Joe's vision goes further than great experiences. He describes a world where businesses help people become better versions of themselves and achieve their goals. It's an inspiring way to think about the value we create.
Related episodes
About the guest
Joe Pine is co-author, with James H. Gilmore, of The Experience Economy, first published in 1999 and re-released in 2020. He is one of the most influential thinkers in customer experience and business strategy.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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