The Experience Economy
In 1999, Joseph Pine and James Gilmore offered this idea to readers as a new way to think about connecting with customers and securing their loyalty. And though the world has changed in many ways since then, the way to a customer's heart has not. In fact, the idea of staging experiences to leave a memorable - and lucrative - impression is no more relevant than ever.
Het boek is o.a. te koop via http://www.amazon.com/The-Experience-Economy-Updated-Edition/dp/1422161978