strategy+business is published by PwC Strategy& LLC.
or, sign in with:
strategy and business
 / Autumn 2010 / Issue 60(originally published by Booz & Company)


What Experience Would You Like with That?

Reprint No. 10308

Author Profile:

  • Theodore Kinni is a senior editor for strategy+business. He has written, cowritten, or ghostwritten 13 books, including Be Our Guest: Perfecting the Art of Customer Service (Disney Editions, 2001) and 1001 Ways to Keep Customers Coming Back (Three Rivers Press, 1999).
  • Members of the customer experience management group on LinkedIn provided valuable assistance in identifying the books, articles, and other resources that formed the research base for this article.
Follow Us 
Facebook Twitter LinkedIn Google Plus YouTube RSS strategy+business Digital and Mobile products App Store


Customer Experience Resources
Works mentioned in this review.

  1. B. Joseph Pine II and James H. Gilmore, The Experience Economy: Work Is Theatre and Every Business a Stage (Harvard Business School Press, 1999)
  2. Bernd H. Schmitt, Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands (Free Press, 1999)
  3. Lewis P. Carbone, Clued In: How to Keep Customers Coming Back Again and Again (FT Press, 2004)
  4. Leonard L. Berry and Kent D. Seltman, Management Lessons from Mayo Clinic: Inside One of the World’s Most Admired Service Organizations (McGraw-Hill, 2008)
  5. Lior Arussy, Customer Experience Strategy: The Complete Guide from Innovation to Execution (4i, 2010)
  6. Gosia Glinska, James H. Gilmore, and Marian Chapman Moore, “The Geek Squad Guide to World Domination: A Case for the Experience Economy,” (Darden Business Publishing, 2009), DVD
  7. Jeanne Bliss, Chief Customer Officer: Getting Past Lip Service to Passionate Action (Jossey-Bass, 2006)
Sign up to receive s+b newsletters and get a FREE Strategy eBook

You will initially receive up to two newsletters/week. You can unsubscribe from any newsletter by using the link found in each newsletter.