--- title: "Meaning & Key Takeaway of: Joseph Pine wrote that today's economy is…" description: "\"“Joseph Pine wrote that today's economy is an \"experience economy\", meaning that customers want more than a good product or service; they want to enjoy..." image: "https://sms4smile.com/quotes/i/9a0/susan-scott-15883_love_joseph-pine-wrote-that-today-s-economy-i_2112743.jpg" --- # Joseph Pine wrote that today's economy is an "experience… ![“Joseph Pine wrote that today's economy is an "experience economy", meaning that customers want more than a good product or service; they want to enjoy the experience of using a product or service, which begins with their first interaction with a company. So if, in spite of all your…” quote by Susan Scott](https://sms4smile.com/quotes/i/9a0/susan-scott-15883_love_joseph-pine-wrote-that-today-s-economy-i_2112743.jpg) [Download](https://sms4smile.com/quotes/i/9a0/susan-scott-15883_love_joseph-pine-wrote-that-today-s-economy-i_2112743.jpg) [Open image](https://sms4smile.com/quotes/i/9a0/susan-scott-15883_love_joseph-pine-wrote-that-today-s-economy-i_2112743.jpg) > ““Joseph Pine wrote that today's economy is an "experience economy", meaning that customers want more than a good product or service; they want to enjoy the experience of using a product or service, which begins with their first interaction with a company. So if, in spite of all your customer-service training and "customer-facing" procedures, policies, and scripts, customers aren't feeling the love, you're in trouble. Love? Yes.”” [Susan Scott](https://sms4smile.com/quotes/author/susan-scott/) ## About This Quote This interpretation was drafted with AI assistance. It is one reading of the quote, not the author's own explanation. Customers now seek enjoyable experiences, not just products; lacking emotional connection in service leads to failure. **In simple terms:** Customers want experiences, not just goods. Key Takeaway Focus on emotional engagement. Themes customer experience emotional connection service design Mood optimistic strategic Type advisory inspirational When to use this quote - retail - hospitality - digital services Key Concepts experience economy customer loyalty brand perception Questions to Reflect On - How can you measure emotional impact? - What simple changes can enhance experience? A Different Perspective Emotions are hard to measure; not all customers prioritize experience. ★ ★ ★ ★ ★ No ratings yet [Customer](https://sms4smile.com/quotes/about/customer/) [Economy Experience](https://sms4smile.com/quotes/about/economy-experience-2212684/) [Economy Meaning](https://sms4smile.com/quotes/about/economy-meaning-4272927/) [Experience Economy](https://sms4smile.com/quotes/about/experience-economy-212856/) [Love](https://sms4smile.com/quotes/about/love/) [Meaning Customers](https://sms4smile.com/quotes/about/meaning-customers-4272928/) [Today Economy](https://sms4smile.com/quotes/about/today-economy-2724010/) ## Related quotes > [Leadership of a world-economy is an experience of power which may blind the victor to the march of history.](https://sms4smile.com/quotes/fernand-braudel/leadership-of-a-world-economy-is-an-experience-of-power-which-may/) [Fernand Braudel](https://sms4smile.com/quotes/author/fernand-braudel/) > [“But the only thing of value the church has to offer is the gospel. I believe that one result of the emerging Experience Economy…](https://sms4smile.com/quotes/skye-jethani/but-the-only-thing-of-value-the-church-has-to-offer-is-the-gospel-i/) [Skye Jethani](https://sms4smile.com/quotes/author/skye-jethani/) > [“services-dominant logic that argues the brand is co-created with consumers and the concept of the experience economy have shifted branding away from communications to…](https://sms4smile.com/quotes/nicholas-ind/services-dominant-logic-that-argues-the-brand-is-co-created-with/) [Nicholas Ind](https://sms4smile.com/quotes/author/nicholas-ind/) > [Live is truly a unique entertainment form; it cannot be duplicated and creates lifetime memories that fans are craving more than ever in this…](https://sms4smile.com/quotes/michael-rapino/live-is-truly-a-unique-entertainment-form-it-cannot-be-duplicated-and/) [Michael Rapino](https://sms4smile.com/quotes/author/michael-rapino/) > [I had this thesis that we had entered the experience economy. 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I've adopted the term…](https://sms4smile.com/quotes/barry-ritholtz/amongst-the-financial-twitterati-the-term-muppets-has-come-to/) [Barry Ritholtz](https://sms4smile.com/quotes/author/barry-ritholtz/) > [“Start a business, not a startup”](https://sms4smile.com/quotes/anonymous/start-a-business-not-a-startup/) [Anonymous](https://sms4smile.com/quotes/author/anonymous/) ## More by Susan Scott > [“We resent being talked to. We’d rather be talked with. So will all of the experts and the terminally self-absorbed please leave the room…](https://sms4smile.com/quotes/susan-scott/we-resent-being-talked-to-we-d-rather-be-talked-with-so-will-all-of/) [Susan Scott](https://sms4smile.com/quotes/author/susan-scott/) > [“leave this conversation with”](https://sms4smile.com/quotes/susan-scott/leave-this-conversation-with/) [Susan Scott](https://sms4smile.com/quotes/author/susan-scott/) > [“Ask yourself . . . What are my goals when I converse with people? What kinds of things do I usually discuss? Are there other topics that…](https://sms4smile.com/quotes/susan-scott/ask-yourself-what-are-my-goals-when-i-converse-with-people-what-kinds/) [Susan Scott](https://sms4smile.com/quotes/author/susan-scott/) > [“A leader’s job is to get it right for the organization, not to be right.”](https://sms4smile.com/quotes/susan-scott/a-leader-s-job-is-to-get-it-right-for-the-organization-not-to-be-right/) [Susan Scott](https://sms4smile.com/quotes/author/susan-scott/) > [“I have not yet witnessed a spontaneous recovery from incompetence.”](https://sms4smile.com/quotes/susan-scott/i-have-not-yet-witnessed-a-spontaneous-recovery-from-incompetence/) [Susan Scott](https://sms4smile.com/quotes/author/susan-scott/) > [“Authenticity is not something you have—it’s something you choose. 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I want to be different when this meeting is…](https://sms4smile.com/quotes/susan-scott/at-sundance-robert-redford-begins-meetings-by-saying-i-am-inviting/) [Susan Scott](https://sms4smile.com/quotes/author/susan-scott/) [Explore all 41 Susan Scott quotes ](https://sms4smile.com/quotes/author/susan-scott/) ## More Customer quotes > [“Start a business, not a startup”](https://sms4smile.com/quotes/anonymous/start-a-business-not-a-startup/) [Anonymous](https://sms4smile.com/quotes/author/anonymous/) > [Amongst the financial Twitterati, the term 'muppets' has come to describe any client used and abused by some financial predator. 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Not necessarily.](https://sms4smile.com/quotes/ben-bernanke/if-wall-street-crashes-does-main-street-follow-not-necessarily/) [Ben Bernanke](https://sms4smile.com/quotes/author/ben-bernanke/) > [The exact details of how you practice value investing will vary investor to investor, but the fundamental principle of scouring the world, looking for…](https://sms4smile.com/quotes/whitney-tilson/the-exact-details-of-how-you-practice-value-investing-will-vary/) [Whitney Tilson](https://sms4smile.com/quotes/author/whitney-tilson/) > [The best way to hold customers is to constantly figure out how to give them more for less.](https://sms4smile.com/quotes/philip-kotler/the-best-way-to-hold-customers-is-to-constantly-figure-out-how-to/) [Philip Kotler](https://sms4smile.com/quotes/author/philip-kotler/) > [Perhaps the most important reason to be skeptical of government inflation numbers is that the government, like a fox campaigning to guard a hen…](https://sms4smile.com/quotes/peter-schiff/perhaps-the-most-important-reason-to-be-skeptical-of-government/) [Peter Schiff](https://sms4smile.com/quotes/author/peter-schiff/) > [When the dollar collapses, it's not doing it in a vacuum. 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