The Experience Economy of the New Millenium

Formats:  - Keynote (1 Hour) - Breakout (75-90 Minutes)

So you say you satisfy your customers?  That places you as only an average service provider.  Oh, now you indicate your customers are more than satisfied, even loyal.  Sure, but for how long?

The final two decades of the twentieth century were described as the service economy.  Now, and most quickly, change is upon us … again … and the focus has shifted.  It is no longer good enough to provide outstanding service, to satisfy, or even delight.  Now, to maintain market share and attempt to gain a competitive advantage, your organization must provide an experience that excites the customer and makes a memorable impact.

In this program you will learn about this new source of VALUE and be exposed to those organizations that are making a difference.  Have you experienced  Standard Parking of Chicago, Bristol Farms, the Geek Squad, Nike, Intel, Infiniti, or Harley-Davidson?  Those are just some of the new wave of experience  providers.  Discover the six dimensions of overall impressions and how to map out just how your experience  can impact your customers.  Develop your ideas for making memories and creating a stage for generating greater economic value, not just delivering better service.

Join me as we continue on the search for uniqueness.

Program Highlights:

• Commonalities of world-class service providers
• Foundation of being able to sustain exemplary service
• Surveying your climate for satisfaction
• A new source of VALUE
• "Experientializing" your core offering
• Progression of economic VALUE
• Creating indelible impressions
• Designing your experience
• The search for uniqueness
• Success is achieved...

Page last updated on Wednesday May 21, 2008