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Priceless: Turning Ordinary Products into Extraordinary Experiences (Бесценное: превращение обычных товаров в необыкновенный опыт)

Опубликовано на портале: 31-10-2003
Harvard: Harvard Business School Press, 2002
Тематический раздел:
Based on in-the-trenches research and illustrated through powerful real-world stories, Priceless is the first practical guide to experience creation. Experience consultant Diana LaSalle and Terry A. Britton offer a model for understanding the relationship between value and experience and introduce the Experience Engagement Process and the Experience Event Matrix - new systems for evaluating how a company's offerings align with customer expectations. LaSalle and Britton take us from concept to practice, proving that companies can build value-adding experiences around any product or service - whether they're selling candles or computers, catering services or consulting advice. The key, they argue, is to stop thinking about what products do and start thinking about what they offer. Only then can companies transform ordinary products into experiences customers perceive as extraordinary, even priceless. Helping readers recognize exactly what customers will respond to and how to deliver it, this lively, hands-on guide finally unlocks the mystery of customer value. We'll never look at what we sell--or buy--the same way again.

Beginnings
Part One. Value and Experience
Part Two. Creating Value Through Experience
Notes
Index

Ключевые слова

См. также:
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