Service or Experience Economy - What's your business?

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XIV International Tourism Forum - Matt Walker presentation: Service or Experience Economy - What's your business?

Marketing

LikeWhere.com
Service or Experience Economy:
What’s Your Business?
Matt Walker
Chief Storyteller, LikeWhere

LikeWhere.com
78% Desirable Experience
Something Desirable

LikeWhere.com
A changing world – from products and services to experiences
Stage
Experiences
Deliver
Services
Make
Goods
Extract
Commodities

LikeWhere.com
We’ve moved into the experience economy
Experiences
Services
Goods
Commodities

LikeWhere.com
Customer Sensibilities
Economic Output
Business Imperative
Customer Sensibility
Added by
Pine & Gilmore
Traditional Model
Commodities
(Agrarian)
Supply
Availability
Goods
(Industrial)
Control
Cost
Services
Improve
Quality
Render
Authenticity
Experience

The paradox [of authentic experience]
is no one can have an inauthentic experience.
And, no business can supply one.
-Joseph Pine
“
”
LikeWhere.com

LikeWhere.com
We buy travel
But we consume the experience

LikeWhere.com
Dreaming/Inspiration Planning Pre-Trip In-Destination
Booking

LikeWhere.com
Dreaming/Inspiration Planning Pre-Trip In-Destination
Time well spent
Unconscious
of time
Time saved
Booking

LikeWhere.com
Combining AI with the curated
knowledge of local experts.

LikeWhere.com
We are in the business of:

LikeWhere.com
1/ Improving the quality of our service
We are in the business of:

LikeWhere.com
1/ Improving the quality of our service
We are in the business of:
2/ Investing in corporate culture

LikeWhere.com
1/ Improving the quality of our service
We are in the business of:
2/ Investing in corporate culture
3/ Service in relation to the Lifecycle

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Service or Experience Economy - What's your business?

1. LikeWhere.com Service or Experience Economy: What’s Your Business? Matt Walker Chief Storyteller, LikeWhere

7. LikeWhere.com 78% Desirable Experience Something Desirable

8. LikeWhere.com

9. LikeWhere.com A changing world – from products and services to experiences Stage Experiences Deliver Services Make Goods Extract Commodities

10. LikeWhere.com We’ve moved into the experience economy Experiences Services Goods Commodities

11. LikeWhere.com Customer Sensibilities Economic Output Business Imperative Customer Sensibility Added by Pine & Gilmore Traditional Model Commodities (Agrarian) Supply Availability Goods (Industrial) Control Cost Services Improve Quality Render Authenticity Experience

12. The paradox [of authentic experience] is no one can have an inauthentic experience. And, no business can supply one. -Joseph Pine “ ” LikeWhere.com

13. LikeWhere.com We buy travel But we consume the experience

14. LikeWhere.com

15. LikeWhere.com Dreaming/Inspiration Planning Pre-Trip In-Destination Booking

16. LikeWhere.com Dreaming/Inspiration Planning Pre-Trip In-Destination Time well spent Unconscious of time Time saved Booking

17. LikeWhere.com Dreaming/Inspiration Planning Pre-Trip In-Destination Time well spent Unconscious of time Time saved Booking

18. LikeWhere.com Dreaming/Inspiration Planning Pre-Trip In-Destination Time well spent Unconscious of time Time saved Booking

19. LikeWhere.com Dreaming/Inspiration Planning Pre-Trip In-Destination Time well spent Unconscious of time Time saved The travel brand that provides valuable information in the inspiration phase of travel are 67% more likely to win the booking. Booking

20. LikeWhere.com Combining AI with the curated knowledge of local experts.

21. LikeWhere.com

22. LikeWhere.com Affinity = Context

23. LikeWhere.com

24.

25. LikeWhere.com We are in the business of:

26. LikeWhere.com 1/ Improving the quality of our service We are in the business of:

27. LikeWhere.com 1/ Improving the quality of our service We are in the business of: 2/ Investing in corporate culture

28. LikeWhere.com 1/ Improving the quality of our service We are in the business of: 2/ Investing in corporate culture 3/ Service in relation to the Lifecycle

29. LikeWhere.com THANK YOU