Engaging Customers
Posted on July 25, 2005
Filed Under Experience Economy |
Still dabbling in Experience Planning… this is from page 4 of The Experience Economy, by B. Joseph Pine II and James H. Gilmore. It’s an awesome read, by the way.
Here’s a cool quote: “companies stage an experience whenever they engage customers, connecting with them in a personal, memorable way.”
Examples: Planet Hollywood, Hard Rock Cafe - at these restaurants, the food functions more as a prop for the event, rather than being the event. The food is only one of the reasons you visit - but not the only reason.
The idea? Merging food and … entertainment, comedy, art, architecture, nature (Rainforest Cafe), etc. The food is a prop that helps set the stage for other sensations to connect with customers.
Libraries could do a similar thing, to varying degrees. We could have “themes” and focus displays, bookshelves, website, etc on that theme (do I hear summer reading progrograms here?). A theme could focus more on the physical building’s architecture, and the website could mimic that (that Home Depot thing again).
Just some thoughts…
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