Wednesday, March 16, 2011

Customer experience reading list

I wrote a "knowledge review" discussing my picks for the essential books on the topic of customer experience that appeared in the Fall 2010 issue of strategy+business, but I forgot to mention it here. So, belatedly, here's the article opening set in my adopted home town, a link to the rest, and the book list:

Greetings from Williamsburg, Va., an outpost on the new frontier called the experience economy. Well, maybe not so new. John D. Rockefeller Jr., the only son of Senior, who was, of course, the founder of Standard Oil and an iconic figure in the rise of the unfettered industrial economy, began buying up this sleepy Tidewater town in the 1920s. Junior’s vision: Create a living museum that would protect the heritage of the United States and transport everyone who paid the price of admission back to the revolutionary 1770s to experience colonial life, right down to the horse manure.

Colonial Williamsburg, the restored capital of England’s Virginia colony, has attracted tens of millions of visitors since then, including long-reigning Queen Elizabeth II, who visited her ancestral fiefdom first in 1957 and again, 50 years later, in 2007. It also spawned an entirely new local economy based on feeding, lodging, and entertaining all those visitors and providing housing and services for people who found jobs there, as well as for former tourists who decided, as I did, that it would be a nice place to live. The entire greater Williamsburg area is a testament to the transformative power of a compelling customer the rest here

Here are the books covered in the article:
B. Joseph Pine II and James H. Gilmore, The Experience Economy: Work Is Theatre and Every Business a Stage (Harvard Business School Press, 1999)

Bernd H. Schmitt, Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands (Free Press, 1999)

Lewis P. Carbone, Clued In: How to Keep Customers Coming Back Again and Again (FT Press, 2004)

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)

Lior Arussy, Customer Experience Strategy: The Complete Guide from Innovation to Execution (4i, 2010)

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

Jeanne Bliss, Chief Customer Officer: Getting Past Lip Service to Passionate Action
(Jossey-Bass, 2006)

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