Matches in Harvard for { <http://id.lib.harvard.edu/aleph/009196773/catalog> ?p ?o. }
Showing items 1 to 25 of
25
with 100 items per page.
- catalog abstract ""Diana LaSalle and Terry A. Britton take businesses from concept to practice, offering a tactical guide to creating value-adding experiences around any product or service--whether the offering is candles or computers, catering services or consulting advice. The authors argue that most managers remain stuck in a "features and benefits" mentality that zeroes in on what a product does. That focus needs to shift, they say, to what a product or service offers and how it affects customers' lives. LaSalle and Britton provide a hands-on model for understanding the relationship between value and experience, and then show how companies can leverage that knowledge to transform ordinary products and services into experiences that customers consider extraordinary--even priceless. Drawing from extensive research and the stories of experience pioneers, the authors introduce new systems--the "Experience Engagement Process" and the "Experience Event Matrix"--Businesses can use to: evaluate the entire consumption experience through the customers' eyes; better understand what various customer groups value and why; identify areas where new dimensions of value can be added to an offering; eliminate customer sacrifice and increase rewards at every stage of the process; align products, service, and environment to deliver a complete value experience; and translate experience creation into bottom-line profits."--Jacket.".
- catalog contributor b12963262.
- catalog contributor b12963263.
- catalog created "c2003.".
- catalog date "2003".
- catalog date "c2003.".
- catalog dateCopyrighted "c2003.".
- catalog description ""Diana LaSalle and Terry A. Britton take businesses from concept to practice, offering a tactical guide to creating value-adding experiences around any product or service--whether the offering is candles or computers, catering services or consulting advice. The authors argue that most managers remain stuck in a "features and benefits" mentality that zeroes in on what a product does. That focus needs to shift, they say, to what a product or service offers and how it affects customers' lives. LaSalle and Britton provide a hands-on model for understanding the relationship between value and experience, and then show how companies can leverage that knowledge to transform ordinary products and services into experiences that customers consider extraordinary--even priceless. Drawing from extensive research and the stories of experience pioneers, the authors introduce new systems--the "Experience Engagement Process" and the "Experience Event Matrix"--Businesses can use to: evaluate the entire consumption experience through the customers' eyes; better understand what various customer groups value and why; identify areas where new dimensions of value can be added to an offering; eliminate customer sacrifice and increase rewards at every stage of the process; align products, service, and environment to deliver a complete value experience; and translate experience creation into bottom-line profits."--Jacket.".
- catalog description "Includes bibliographical references (p. 163-172) and index.".
- catalog description "My kingdom for a horse : the key is value -- When is a banana not a banana? : the value experience -- The journey begins : the experience engagement process -- Getting a grip : the product component -- Was it good for you too? : the service component -- Surroundings : the environment component -- The gift : from the customer with love.".
- catalog extent "xvii, 182 p. ;".
- catalog identifier "157851746X (alk. paper)".
- catalog issued "2003".
- catalog issued "c2003.".
- catalog language "eng".
- catalog publisher "Boston : Harvard Business School Press,".
- catalog subject "658.5/752 21".
- catalog subject "Consumer behavior.".
- catalog subject "Design, Industrial.".
- catalog subject "HF5415.15 .L37 2003".
- catalog subject "Industrial design.".
- catalog subject "Product management.".
- catalog tableOfContents "My kingdom for a horse : the key is value -- When is a banana not a banana? : the value experience -- The journey begins : the experience engagement process -- Getting a grip : the product component -- Was it good for you too? : the service component -- Surroundings : the environment component -- The gift : from the customer with love.".
- catalog title "Priceless : turning ordinary products into extraordinary experiences / Diana LaSalle, Terry A. Britton.".
- catalog type "text".