Front - AZ Teambuilding sro

UNClE FRANK’S 21 SECRETS OF CREATING A mONEy-mAKING CUSTOmER ExPERIENCE REvEAlEd!
ChApTEr 19
unClE FRAnK’S 21
SECRETS OF CREATIng
A mOnEy-mAKIng
CuSTOmER ExPERIEnCE
REvEAlEd!
By TrACy E. myErS, CmD
Many years ago, Uncle Frank said: “Your customer will pay almost
anything if you give them an experience they will remember.”
He was way ahead of his time when he discovered this
important golden nugget of business success.
It wasn’t until the late 1990s that Joseph Pine and James Gilmore published
their book The Experience Economy. This was one of the first
books to argue that making the experience of doing business with you
memorable was a way to create better – and more profitable – relationships
with customers.
Just as products can become commodities, service often varies little between
similar businesses. Uncle Frank’s business was the car business.
163