The concept of Customer Experience (CX) grew in popularity through the work of Pine and Gilmore in the late 1990’s with their article ‘Welcome to the Experience Economy’. Some may argue that the concept was in existent well before the coining of the phrase ‘experience economy’, with examples such as Disney Land often cited. Since then there are many examples which are offered to demonstrate different principles of the experience economy. While some of these examples seem to have more to do marketing, there are others which show a deeper understanding of the complexity and subtle to truly connect with guests and provide a true customer experience.
In this section of the blog I will provide examples of some of these businesses through the ‘Customer Experience in action‘ blog.
Equally important in the development of Customer Experience is the development of theory from both an academic and commercial perspective and these aspects are discussed under the ‘Customer Experience Theory‘ blog.