4. The Experience Economy: As a result of technology, increasing competition, and the increasing expectations of consumers, services today are starting to look like commodities. To be successful, organisations must “orchestrate memorable events for their customers...and that memory itself becomes the product - the "experience". B. Joseph Pine II and James H. Gilmore “The Experience Economy”
12. THE FUTURE The future of customer-centric business does not lie solely in the hands of CEM. It lies in a combination of CRM, CEM, and real customer experiences created through design thinkingandcustomer co-creationat each touch point. This combination moves the focus from doing things for customers to doing things with and throughcustomers.
13. At MKB EXPERIENCE INC we: Encompass tangible goods, instrumental services, and the 4Ps (Property, Product Presentation, Promotional Application, and People) that contribute to the experiential offering. (Re)design or select goods, services, and experiences to better meet the needs and preferences of the selected target market segments. Address the SWOT for your organization. Think about how you can specifically enhance value for the customer through the 4 aspects of your total offerings. 13
The brand is the reason that consumers associate themselves with a luxury company. The total branding concept( and not just the brand image) is the source of a luxury brand’s wealth.
