Customer Satisfaction

C
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 Prescriptors &
channel of Leadership: the
creation of high
distribution New achivement
GROWTH
clients corporate cultures

CUSTOMER INTERPERSONAL INT.

LOYALTY Profitability INTRAPERSONAL INT.

Continuous
Customer improvement
Recovery Customer
profitability M1
Employee EMPLOYEE
Contribution SATISFACTION M2
CUSTOMER M3
SATISFACTION

The
VALUE
Experience EMPLOYEE
FOR
Economy EFFORT LOYALTY
Managing the
feelings side
of service Authenticity
MV2
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 = P- E

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 Doc Sci VS

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 “Treat patients,
not diseases”

Felipe Calvo.
Radiation Oncology Co-Director
University Clinic of Navarra

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 “I don’t cure diseases;
I treat patients”

Valentín Fuster

Director Mount Sinai Heart

Mount Sinai Med. Hospital Physician in Chief 

Ex-president of the World Heart Federation

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 ἦθος

πάθος

λóγος
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 ἦθος ( Ethos )
Integrity
(1)

Character
Intent (purpose, agenda ...)

Capabilities
Competence
Results
(1) This breakdown of ETHOS is Stephen M. R. Covey’s (jr).
(The speed of trust)
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 ἦθος ( Ethos )

πάθος ( Pathos )

λóγος ( Logos )
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 In fact

make them feel understood !

I
understand

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 The Experience Economy

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 The Experience Economy

Joe Pine

James Gilmore

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 Progression of Economic Value
Experiences
Customization
Stage

Services
Customization
Deliver
Commoditization
Goods

Make
Commoditization
Source: Pine & Gilmore Commodities
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 The Experience Economy

Economy Agrarian Industrial Service Experience

Economic
Commodities Goods Services Experiences
Offering
Economic
Extract Make Deliver Stage
Function
Nature of
Fungible Tangible Intangible Memorable
Offering

Key Attribute Natural Standarized Customized Personal

Method of Inventoried after Delivered on Revealed over

Stored in bulk
Supply production demand a duration

Seller Trader Manufacturer Provider Stager

Buyer Market User Client Guest

Factors of
Characteristics Features Benefits Sensations
demand
Source: Welcome to the Experience Economy. Joseph Pine II and James H. Gilmore. Harvard Business Review

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 The Experience Economy

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 a, b, c, d, e, f, g, h, i ...

Experience ≠ G(P/S)

[ G = “Glamour” ]

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 a, b, c, d, e, f, g, h, i ...

Experience ≠ G(P/S)

Experience = a ( ms )

[ a = ability ]
[ ms = memorable sensations ]]

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 The Experience Economy

[Sensation that]

7ms
- Know what they talk about
- Be trusted
- Consistent
- Know me
understand
- Care
- Well focused
- I’m going to be better off ... because I can count on them
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 The Experience Economy

Economy Agrarian Industrial Service Experience

Economic
Commodities Goods Services Experiences
Offering
Clients (Product) (Service)
Cost Authenticity
are looking for Quality Quality

Source: Uta Birkmayer [X Sense Experimential Design] www.x-sense.biz & Juan Serrano

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 The Experience Economy

Authenticity
Material authenticity

Conceptual authenticity

Contextual authenticity

Functional authenticity

Axiological authenticity

Source: Anna Snel [Value Creation through meaningful experiences] & Juan M. Serrano.

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 The Experience Economy

Loyalty & Authenticity

L cO
L eO
=

E
P ( L o Vc/e )
map of the
experience

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