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Joe Pine and Jim Gilmore on the Experience Economy

Joe Pine and Jim Gilmore are the authors of the seminal book, The Experience Economy. Since that book was first published by Harvard Business Press in 1999, Pine and Gilmore have spent their careers writing, teaching, speaking, and consulting on the ways that businesses can innovate based on the experiences they stage for their customers. In this rare interview with the two of them together at the launch of their customer experience training for businesses, Nathan Schock of FiveFour, talks to them about the following: 0:10 how to get started in the Experience Economy 3:49 the role of training in the Experience Economy 7:22 the roadblocks to competing on the customer experience 11:43 how customer experience was first identified 14:55 the digitization of the customer experience 17:25 the importance of the employee experience 19:48 the role of marketing in an Experience Economy 24:02 future innovation on the customer experience 26:55 the importance of preparing employees to be on stage in front of customers