Packaging

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As companies advance into the Experience Economy, which offers customers engaging experiences instead of just goods and services, “experience design” is becoming as much a business imperative as product design and process design.

The Geek Squad Guide to World Domination:

Case for the Experience Economy DVD-ROM demonstrates the logic behind staging compelling themed experiences. The DVD draws upon the work of B. Joseph Pine II and James H. Gilmore, authors of The Experience Economy.

Brought to you by the Batten Institute, dedicated to promoting research on entrepreneurship and innovation

• A special invitation from Stephens to help him solve actual business challenges

• A keyword search engine

• Student assignments

• A-four-step methodology for designing engaging, themed experiences

• Nine video segments with Jim Gilmore, coauthor of The Experience Economy

• Sixteen video segments in which Stephens outlines the success factors of The Geek Squad

Geek squad: A Case for the experience economy UVA-BAT-1042

The Geek Squad Guide To World dominaTion: A CAse for the experienCe eConomy

DVD-ROM by Gosia Glinska, James H. Gilmore, & Marian Chapman Moore

• A compelling account of how Robert Stephens turned a computer repair service into an international business by transforming customer transactions into memorable, themed experiences

This DVD-ROM focuses on the Geek Squad, a 24-hour computer repair task force, and its founder and Chief Inspector Robert Stephens. In 1994, Stephens started with $200, a bike, and the conviction that he wanted to do more than just deliver computer repair services. He launched an experience business instead. Built around the theme “comedy with a straight face,” the Geek Squad exemplifies the principles of experience design and demonstrates that even mundane business interactions can be turned into engaging, memorable customer events.

On this DVD-ROM, you will find:

About the authors:

James H. Gilmore is a Batten Fellow and Visiting Lecturer at the Darden School of Business at the University of Virginia. He is a coauthor, with B. Joseph Pine II, of The Experience Economy and Authenticity In 2008, Time magazine dubbed the core of Pine and Gilmore’s thinking “synthetic authenticity” and included it among its “10 Ideas That Are Changing the World.”

Gosia Glinska is a senior researcher at Darden’s Batten Institute and author of business case studies. She has developed, with Jim Collins, “The Good to Great Experience,” a DVD-ROM companion to the international bestseller Good to Great which is available through Darden Business Publishing.

Marian Chapman Moore is a Professor of Business Administration at the Darden School of Business, where she teaches marketing. Her research focuses on marketing management and marketing strategy.