Infinite Possibility: Creating Customer Value on the Digital Frontier (BOK)
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We are now deeply into an Experience Economy, where memorable events that engage people in inherently personal ways have become the predominant economic offering. These offerings can create tremendous value for customers, have longer life spans than new products as they're more difficult for competitors to imitate, and let companies capture more economic value. Digital technology is a unparalleled tool for creating such experiences, but what is the best way for your business to use it? The possibilities seem infinite. What kinds of experiences can you create? Which ones should you create? Joe Pine and Kim Korn provide a profound new model to help readers conceptualize and combine various aspects of the virtual and the real to create breakthrough customer experiences. Some of the most powerful experiences incorporate both worlds like the Wii, which combines a physical experience with a virtual one. Pine and Korn delineate eight different realms of digital/real experience and, using dozens of actual examples, show how innovative companies are operating within - and across - each to create extraordinary customer value.