The Experience Economy Quotes

“Fundamentally, customers do not want choice; they just want exactly what they want.”
― B. Joseph Pine II, The Experience Economy

“Twelve years ago we characterized the scene as poor service, no service, or self-service. Unfortunately, little has changed. As a result, customers understandably hesitate to pay any premium. Profitability therefore suffers, wages stagnate, and workers disengage—creating a downward spiral to yet more miserable service.”
― Pine II, B. Joseph, The Experience Economy