- Title
- Priceless: Turning Ordinary Products into Extraordinary Experiences
- Author
- Lasalle, Diana; Britton, Terry A.
- Publisher
- Harvard Business School Press
- Year
- 2002 (2003)
- ISBN
- 157851746X
- Library
- In Library
Curriculum and Classification
- Subject
- Entrepreneurship
- MainCurriculum
- Business Design
- SubCurriculum
- Business Development and Entrepreneurship 2
- Semester
- Semester 4
Abstract
Amazon.co.uk
Book Description With sophisticated technology and reams of market research at their disposal, today's companies have no excuse for disappointing customers, yet they do-again and again. The experts say the secret to success is the creation of unique customer "experiences." While the concept is compelling, the reality has been elusive.
Now, experience consultants Diana LaSalle and Terry A. 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.
Based on in-the-trenches research and illustrated through powerful real-world stories, Priceless is the first practical guide to experience creation. LaSalle and 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.
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.
Synopsis A tactical guide to enhancing any product or service with value-adding experiences Shows the value of creating extraordinary customer experiences and offers ways to implement experience-based marketing strategies. Valuable addition to the literature: Picks up where The Experience Economy leaves off by taking "experience" out of the classroom and into the trenches. Tactical approach: Offers valuable frameworks to help readers understand how they can create a better experience for their customers and add value to their products. For example, the "Experience Engagement Process" provides companies with a system to evaluate how well their offering aligns with customer expectations, and the "Four Components of Experience" presents building blocks for creating an experience-focused marketing strategy.
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