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Customer Review

4.0 out of 5 stars Astute insight but tries too much with too little, 17 Jun. 1999
By A Customer
This review is from: The Experience Economy: Work Is Theater & Every Business a Stage: Work Is Theatre and Every Business a Stage (Hardcover)
The Experience Economy pulls from centuries of thought ranging from psychology to drama and applies them to the modern world of business.
Though the authors claim to have identified a completely new and distinct model for viewing the present and rapidly approaching economy, it actually turns out to be an argument for a segment of the service economy.
Despite its failure to live up to its grandiose claims, The Experience Economy is very significant in its own right. It provides a new lens by which business managers can scrutinize their companies and add value to their customers. The argument for building value with entertainment, aesthetic, escapist, and educational experiences gives insight on how customers interact with their environment.
It also offers consumers and workers a new perspective on day to day experiences as they interface with people and organizations around them. The division of workers into different theatrical roles gives those on the stage (or in the trenches as it may feel) a new way of looking at the job descriptions passed in from above and the roles of other co-workers. The break down of different types of performances present the performer, which the authors suggest is all of us, a new tool for evaluating priorities and preparing for contingencies.
Just as the authors allayed my fears that the experience economy will not mean a world of poor-performing, superficial used car salespeople trying to tell me how I should feel, they introduce "Transformational" economy, where corporate America offers meaningful, life-long change as a fee-for-services product. Skip the last two chapters for a delightful read about the one of the more insightful views into the "new" economy.
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