The Experience Economy. Transforming Services through Immersive Customer Journeys

Inhaltsverzeichnis (Table of Contents)

• Introduction
• Part 1: Understanding the Experience Economy
  • Chapter 1: The Rise of the Experience Economy
  • Chapter 2: Customer Expectations in the Experience Economy
  • Chapter 3: The Psychology Behind Memorable Experiences
• Part 2: Designing Immersive Customer Journeys
  • Chapter 4: Principles of Immersive Service Design
  • Chapter 5: Personalization and Customization in the Experience Economy
  • Chapter 6: The Role of Technology in Creating Immersive Experiences
  • Chapter 7: Storytelling as a Tool for Immersive Journeys
• Part 3: The Business Case for the Experience Economy
  • Chapter 8: Measuring the ROI of Immersive Customer Experiences
  • Chapter 9: The Role of Leadership in Cultivating an Experience-Driven Culture
  • Chapter 10: Monetizing Experiences in Traditional and Digital Economies
• Part 4: Case Studies and Future Trends
  • Chapter 11: Leading Brands in the Experience Economy
  • Chapter 12: The Future of the Experience Economy

Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)

This book aims to provide a strategic understanding of the Experience Economy and practical insights into transforming service offerings through immersive customer journeys. It explores how businesses can thrive by creating, designing, and delivering exceptional customer experiences that exceed rising expectations.

• The shift from a product-focused to an experience-driven market.
• The role of technology, personalization, and storytelling in creating memorable experiences.
• Designing immersive customer journeys and the principles of immersive service design.
• Measuring the return on investment (ROI) of immersive customer experiences.
• Cultivating an experience-driven culture within organizations.

Zusammenfassung der Kapitel (Chapter Summaries)

Chapter 1: Explores the economic progression from commodities to experiences, highlighting industries where experiences drive growth and the impact of emotions on customer loyalty.

Chapter 2: Examines how customer expectations have evolved in the digital age, focusing on personalization, immediacy, and convenience, and provides case studies of companies delivering superior experiences.

Chapter 3: Delves into the psychology of customer satisfaction, exploring how experiences shape memory, the impact of emotional connections on loyalty, and the role of storytelling in creating immersive experiences.

Chapter 4: Outlines core components of immersive experiences (multi-sensory engagement, personalization, interactivity) and service design methodologies (blueprinting, customer journey mapping).

Chapter 5: Discusses leveraging data and AI for personalized experiences, balancing technology and human interaction in personalization, and maintaining scalability.

Chapter 6: Explores how AR/VR, AI, and IoT are transforming service experiences and creating seamless digital and physical experiences.

Chapter 7: Focuses on crafting narratives that resonate with customers and how storytelling enhances brand loyalty and customer retention.

Chapter 8: Defines key performance indicators (KPIs) for experiential services and explores methods for measuring customer satisfaction and experience quality.

Chapter 9: Examines how organizational culture shapes customer experiences and leadership strategies for embedding experiential thinking across teams.

Chapter 10: Discusses creating value through premium experiences, pricing strategies for experience-driven services, and hybrid models blending physical and digital experiences.

Schlüsselwörter (Keywords)

Experience Economy, customer experience, immersive experiences, customer journey, service design, personalization, technology, storytelling, ROI, brand loyalty, customer satisfaction.