Prioritizing goals like efficiency and volume over exceptional customer experiences eroded the company’s strongest selling point.

Instead of just responding to requests, anticipate people's needs.

All too often fitness centers, medical providers, colleges, and organizations in many other industries seek to distinguish themselves only on the quality,...

Featuring B. Joseph Pine II, cofounder of Strategic Horizons and coauthor of the best seller The Experience Economy.

Time is limited. Attention is scarce. Are you engaging your customers? Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere...

The iconic brand is being resurrected for the holiday season. But then what?

The more time they spend with you, the more money they'll spend.

A theory-based approach.

In our last post, “Creating Customer Value on the Digital Frontier,” we showed how digital technology extends the three fundamental dimensions of the universe: time, space, and matter. Specifically, companies can innovate new offerings by shifting from matter to no-matter by constructing offerings from digital substances rather than material substances; from space to no-space by […]