Pie and Gilmore performed some research between the sale of goods and service that accompanies those sales.  They were comparing experiences in the hotel industry, comparing the value of rooms to the value of service delivered by the staff.  I like how they transition from customer experience to memorable.

“…experiences occur whenever a company intentionally uses services as the stage and goods as props to engage an individual. While commodities are fungible, goods tangible, and services intangible, experiences are memorable”

Delivering a memorable experience is what we should all try to deliver to customers.  After all it is what we, as consumers ourselves, would like to have.

Managing Service Organizations: Does Having a “Thing” Make a Difference?

–John Bowen and Robert C Ford

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