The document discusses how businesses should focus on providing experiences rather than just goods and services. It argues that staging memorable experiences for customers is important for engagement. It provides examples of companies that successfully create immersive experiences for customers, like Disney World where employees act in character and hotels that learn customer names to make them feel special. The document stresses that every aspect of a business should work together intentionally to create an overall feeling and identity for the customer.

1. As heard by Betsy Allgood Marketing Coordinator King’s Daughters Clinic – Temple, Texas

2. Experiences vs. Services! Providing intangible activities, memorable events, in a personal way. In today's economy it’s important to provide people with services, or something memorable, to take away from their experience.

5. “ No, I don’t want to go pay 12 dollars for a small crappy burger just so I can say I ate there but we can run in and get t-shirts.” – My Brother every time we are on vacation Eatertainment is the best example of goods/service/entertainment all together. Guests go in typically for dinner and leave with memories and souvenirs. * Goods= Food * Service= Waitresses/Waiters * Entertainment= Dinner show/movie themes/ jungle noises

6. Walt Disney wanted to create a world where people could escape. Disney World is the best example of employees being actors.

7. Getting to know the customer with “smart” services creates an experience for the customer beyond what they are expecting from a hotel. A bell man learning your name before you walk in: Isn’t that more than you’d expect already?

10. All Abercrombie & Fitch Employees must submit headshots with applications & be close to a “model look” to be retail employees. Hot Topics must have the rocker attitude & look to be cast into an associate role. This appeals to the customer that seeks that feeling of connectedness to the store at which they shop.

11. The experience that best engages the client/customer/guest