experienceology

Now some thoughts on the book:If you haven’t read any books on the customer experience, this is a great place to begin. Tisch, with co-author Karl Weber, presents a compelling argument for why businesses need to care about the customer experience. They researched many different examples from a variety of businesses around the U.S. to make the case for the customer experience. Included in each chapter are “Your big AHA’s” which will help readers relate each example to their own business.Chapter One—What Happened to My Customers? is a helpful overview and a nice follow-up to Pine and Gilmore’s Experience Economy, which is now nearly a decade old. For people in healthcare, Chapter Four—The Hospitable Organization: Turning Customers into Guests offers some shining examples of hopeful change in the healthcare industry.Museum staffers will find the last chapter interesting, as Tisch explores food service and special events as examples of brand extension in the museum world.In the second and upcoming podcast from this interview, Jonathan and I discuss his volunteer work with the travel and tourism industries, supporting both U.S. tourism and tourism in New York City following the 9/11 attacks. If you work for a Main Street district, a heritage tourism organization, a convention and visitors’ bureau, or live in an area devastated by a natural disaster, follow this link to the Discover America Partnership for resources you can use to build tourism to your area.

My thanks to Rachelle Lacroix of Fleishman-Hillard and David Polinchok at Brand Experience Lab for organizing the book tour, which continues here:

Brand Experience Lab, including a report from a live presentation by Jonathan in NYC Customers Rock!, with questions submitted by Becky’s readers The Engaging Brand, Anna Farmery’s podcast Conversion Rate Marketing Blog, two-part podcast with Bryan Eisenberg Vacant Ready, Q&A with Chris Clarke Lipsticking, Q&A with Yvonne Divita Experience the Message, Q&A with Max Lenderman Customer Experience Crossroads, Q&A with Susan Abbott