Business POV

Back in the day (1998), Joe Pine wrote an article with Jim Gilmore for the Harvard Business Review called "Welcome to the Experience Economy." The gist was that in a world where goods and services are commoditized, the customer "experience" becomes crucial. Here Pine applies his pioneering concepts to the modern day.

"By understanding this new reality, forward-thinking enterprises can create entirely new ways of adding value to their offerings, their individual customers, and therefore their businesses," say the principals, who run a consulting firm in Ohio called Strategic Horizons.

Pine gave his presentation as part of a Solution People innovation workshop on Jan. 30th.