Pine and Gilmore Interview

The alumni magazine of the Rotman School of Management at the University of Toronto has an interview with Experience Economy authors Joe Pine and James Gilmore. It’s from the Winter 2005 Experience Issue [PDF 8.6MB].

That [charging admission] points to the fact that time is the key differentiator between services and experiences, whether one charges for it (yet) or not. If your company wants to spend less time with your customers—and they want to spend less time with you—then you’re already on the path to commoditization. But if you want to spend more time with your customers, and they want to spend more time with you, then you have tremendous opportunities to get into the business of staging experiences.

More Rotman back issues here.




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