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Published by: Harvard Business Publishing
Published in: 2008
Length: 26 pages

Abstract

This chapter shows how, in any given business setting, performance forms can be used to customize customer experiences. Performance techniques can be used in everything from an internal company presentation, to a customer service line, to face-to-face customer interactions. May be used with: (8147BC) ''Welcome to the Experience Economy: From Goods, to Services, to Experiences''; (8145BC) ''Setting the Stage: Engaging Customers Through Realms of Experience''; (8143BC) ''The Show Must Go On: Creating Cohesive Themes for Consumers''; (8141BC) ''Get Your Act Together: Stage the Experience the Customer Wants''; (8139BC) ''Experiencing Less Sacrifice: Balancing the Needs of the Customer and the Organization''; (8137BC) ''Work Is Theatre: It''s not a Metaphor - It''s a Model''; (8133BC) ''Now Act Your Part: Understanding Your On-Stage Business Role''; (8131BC) ''The Customer Is the Product: From Creating Experiences to Guiding Transformations''; (8129BC) ''Finding Your Role in the World: What Business Are You Really In?''

About

Abstract

This chapter shows how, in any given business setting, performance forms can be used to customize customer experiences. Performance techniques can be used in everything from an internal company presentation, to a customer service line, to face-to-face customer interactions. May be used with: (8147BC) ''Welcome to the Experience Economy: From Goods, to Services, to Experiences''; (8145BC) ''Setting the Stage: Engaging Customers Through Realms of Experience''; (8143BC) ''The Show Must Go On: Creating Cohesive Themes for Consumers''; (8141BC) ''Get Your Act Together: Stage the Experience the Customer Wants''; (8139BC) ''Experiencing Less Sacrifice: Balancing the Needs of the Customer and the Organization''; (8137BC) ''Work Is Theatre: It''s not a Metaphor - It''s a Model''; (8133BC) ''Now Act Your Part: Understanding Your On-Stage Business Role''; (8131BC) ''The Customer Is the Product: From Creating Experiences to Guiding Transformations''; (8129BC) ''Finding Your Role in the World: What Business Are You Really In?''

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