2014 Secret Service Summit: James Gilmore

“Goods and services are no longer enough,” wrote Joseph Pine & James Gilmore in their international best-seller, The Experience Economy. The book is now a classic, published in more than a dozen languages. The Experience Economy has been named one of the 100 Best Business Books of All Time! As business is constantly changing, the way to a customer’s heart has not. In fact, the idea of staging experiences to leave a memorable–and lucrative–impression is now more relevant than ever. Listen to James being interviewed by Dave Murray, sharing his insights on how the Experience Economy is a distinct competitive advantage!

About The Author

Dave Murray

Dave is the Senior Customer Experience Consultant for The DiJulius Group and has helped dozens of companies create incredible systems that allow them to consistently deliver superior customer service. Dave’s experience has varied from leading call centers and front-line team members, to working closely with key partners and stakeholders.