POST-COVID. ARE WE STILL IN THE EXPERIENCE ECONOMY? An interview with Joseph Pine II

In a lengthy interview for the podcast LUX & TECH, best-selling author of "The Experience Economy" Joseph Pine II claims COVID 19 has not changed the fundamental principle that sees experiences at the top of the economic value progression. CARLO PIGNATARO: As we speak today, June, 2020, the world has suffered and is still suffering a major pandemic called COVID-19 and most countries in the world are slowly getting out of an ...

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The dangers of a “No negativity allowed here” culture

It occurs to me that positive thinking, if not balanced with a good dose of critical thinking, risk assessment, and thoughtful disagreement, can do more harm than good. In a time when the multi-billion dollar self-help industry promotes heavily the idea that negativity is the root of all evil, I believe that this oversimplified message can mislead many people who may end up confusing prudence, risk assessment and disagreement (albeit based ...

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This is why service is a job for leaders

As I write this article, I am in the midst of writing a book on spectacular and luxurious customer service, a research-based manual that companies and individuals can use to transform and improve the way they serve their clients. To be precise, I should say that I am re-writing this book that was almost ready a year ago. The reasoning behind this is that I was struck by the realisation that ...

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Emotional Selling – Rule #1

If one thing drives me crazy, it’s meeting people trying to sell me something, be it a product service, or idea, and doing so without showing the slightest trace of excitement or enthusiasm.

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How to say NO to clients

You don’t want to say "NO" to your clients, do you? But you don’t want to say "YES" either if their requests cannot be met. So how do you solve this dilemma?

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