我们生活在一个全新的时代。今天,商业的视野需要超越产品设计与实际服务……消费者的参与性与忠诚度比产品特性与利益更加重要……消费者期待与商家更多互动并对其发挥影响——而不仅仅是被动地购买商品与服务。对于今天重视体验胜过一切的消费者来说,产品本身已经不足以打动客户。“体验时代”已经来临。世界各地的高管与学者都已接受这一观点——在现代经济中,成功的关键是提供消费者体验,从而真正从竞争对手中脱颖而出。 We live in a brand new era. Today’s business vision needs to go beyond product design and real service ... consumer involvement and loyalty are more important than product features and benefits ... consumers expect more interaction with and impact on the business - and not just Passive purchase of goods and services. For consumers who value today’s experience better than anything, the product itself is not enough to impress customers. “Experience the era ” has come. Executives and academics around the world have accepted the notion that in modern economies the key to success is delivering a consumer experience that truly stands out from competitors.