Providing great service isn’t the same as providing an experience. Experience is a departure from service. In fact, it’s the opposite. Service is delivered; experience is staged.
To read the original article, click on the title: Your Clients Want A Better Experience (And This Is Going to Ruin You).
So to summarize:
Services and experiences are not the same thing – READ THE EXPERIENCE ECONOMY by Pine and Gilmore.
Service is about making things easier and saving people time and money.
Experience is about making things memorable and engaging and creating a desire to linger. The best experiences are those you wish would last forever.
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