America's Byways® Resource Center

Marketing / Communications

Publications

Authentic Experiences: Work Is Theater and Every Business a Stage

In this book, Pine & Gilmore explore how successful companies — using goods as props and services as the stage — create experiences that engage customers in an inherently personal way. Why does a cup of coffee cost more at a trendy cafe than it does at the corner diner or when brewed at home? It’s the value that the experience holds for the individual that determines the worth of the offering and the work of the business. From online communities to airport parking, the authors draw from a rich and varied mix of examples that showcase businesses in the midst of creating engaging experiences for both consumers and corporate customers. Make no mistake, say Pine & Gilmore: goods and services are no longer enough. Experiences are the foundation for future economic growth, and this is the playbook from which managers can begin to direct new performances.