Talk:Customer experience/Archives/2014

Meaning out of Jargon

"With products becoming commoditized"- What does this even mean? — Preceding unsigned comment added by 94.174.115.15 (talk) 19:04, 31 January 2014 (UTC)

Initial Concept

We've no sources providing us information on who came up with the initial concept, so let's avoid WP:OR and WP:UNDUE.

• Carbone, Lewis; Haeckel, Stephen (winter 1994), "Engineering Customer Experiences", Marketing Management {{citation}}: Check date values in: |date= (help)</ref>

• Pine, B. Joseph II; Gilmore, James (7/1/98), "Welcome to the Experience Economy", Harvard Business Review {{citation}}: Check date values in: |date= (help)

--Ronz (talk) 19:28, 17 February 2011 (UTC)

The underpinnings and seminal articles on Customer Experience are 'Welcome to the Experience Economy' (HBR) and The Experience Economy (book). All CE consultancies use Pine and Gilmore as the key source especially for the economics of Experience. It is absolutely essential (especially since these seminal writings predate other authors and definitions such as Schmitt) to include this. Even more so since Pine and Gilmore have clearly stated (and I have provided references) that the CEM definition as service excellence is the 'bastardisation' of Customer Experience. The Pine and Gilmore definition which was first, seminal and underpins its economics (and that's a quote from wikipedias CEM page!) is critical to include and critical to make clear that it is Not the same as 'everything you experience'. It is about a distinct, economic offer different from the goods and services sold. It is about the value of spending time in immersive and absorbing Experiences that are personal and memorable. Everything you experience is a misinterpretation, service excellence rebranded and uses old economics of improve the service when the price is the same--<Pine and Gilmore articles and book> <Wikipedia entry on CEM>

Note: it doesn't matter who literally used the word Customer Experience first, what is important is 'who designed the underpinnings of Customer Experience as a concept first'. That is Pine and Gilmore (ref: Welcome to the Experience Economy, Experience Economy- HBR and book.' This was in late 1990s. — Preceding unsigned comment added by 92.6.1.86 (talk) 07:44, 11 May 2014 (UTC) Check your page Ronz --JC1717 (talk) 21:12, 17 February 2011 (UTC)

Let's discuss here so others can participate. I will likely not be able to explain the problems in detail soon. --Ronz (talk) 21:29, 17 February 2011 (UTC)

While we have documentation that Carbone and Haeckel used the phrase in 94, we have no source saying that was the first time it was used in this manner, or if the use of the phrase signified anything notable. --Ronz (talk) 00:51, 18 February 2011 (UTC)

I've gone ahead and removed it because of WP:OR and WP:NPOV concerns. If someone disagrees, WP:DR outlines how to pursue the dispute. --Ronz (talk) 15:38, 20 February 2011 (UTC)

My third party sources:

http://scholar.google.com/scholar?q=%22carbone+and+haeckel+1994%22&hl=en&as_sdt=0%2C24&as_ylo=1994&as_yhi=1998

1994-1998

So how specifically do any of these verify that this was the first time it was used in this manner and that the use is worth noting? --Ronz (talk) 20:23, 27 October 2014 (UTC)

" Likewise, in the retail sector managers are increasingly encouraged to "engineer customer experiences" that establish and maintain customer preference for an institution, much as Disney has done with its themeparks and Barnes & Noble with its bookstores (Carbone and Haeckel 1994)." - This is worth noting that Carbone and Haeckel were thinking about creating customer preference and distinguishing it as "engineering customer experiences" in 1998. They deserve credit and it should be noted. THis is from a third party source that is citing the original article from 1994.: http://www.acrwebsite.org/search/view-conference-proceedings.aspx?Id=11536

this is important in the formulation of the term and domain. — Preceding unsigned comment added by JC1717 (talk • contribs) 22:08, 28 October 2014 (UTC)

So instead of focusing on the first use of the phrase, we're now talking about the concept? I'd say that it's not a reliable source for the history of concept.

I think it would help to be a bit clearer on what you think the source(s), demonstrate. Then let's get some others' opinions. --Ronz (talk) 01:32, 29 October 2014 (UTC)