Why do specific merchandise and service encounters look like magic, making them all but destined for success, while other things languish on shop shelves? In order to get a better comprehension of that, maybe there's no better spot to turn to than the universe of magic. Consider that some professional magicians are constantly under pressure to produce new "effects" that will wow the crowd and ultimately result in a transformational customer experience.
As such, these magicians can't just be advanced on a whim; they must have a systematic manner of doing so on a regular basis. The note provides some practical insights into a procedure of development that is common to both the "tricks" that awe a spellbound audience, and what companies should do to give customers unforgettable product and service encounters.
PUBLICATION DATE: May 15, 2012 PRODUCT #: 613C01-PDF-CHI
This is just an excerpt. This case is about INNOVATION & ENTREPRENEURSHIP
Related Case Solutions & Analyses:
Loblaw Companies Ltd.: Differentiation in the 90s and Beyond
At Play Productions (C)
Exporting American Culture
Argentinas YPF Sociedad Anonima (A)
David Melcher
General Dynamics and Computer Sciences Corp.: Outsourcing the IS Function (D)
American Barrick Resources Corp.: Managing Gold Price Risk
NEC
ABB Deutschland (A)
McCaw Cellular Communications Inc. (B)
