As co-author of The Experience Economy: Work Is Theatre & Every Business a Stage, James H. Gilmore literally wrote the book that spawned worldwide interest in experience design, customer experience management, and experiential marketing. Gilmore‘s most recent book, Authenticity: What Consumers Really Want, contends that Authenticity is the new Quality—that businesses must learn to manage authenticity as a distinct business discipline. Indeed, in a world of increasingly commercialized activity—intentionally staged and technologically mediated—people today want the real from the genuine, not the fake from some phony.
Jim Gilmore is co-founder of Aurora, Ohio-based Strategic Horizons LLP. He is a “professional observer,” sought by enterprises for his expertise in designing new ways of adding value to their economic offerings. He is a frequent keynote speaker, as well as workshop facilitator and executive coach; professional societies, trade associations, and individual companies also engage Jim Gilmore to help design their overall events. Most interestingly, organizations employ him to conduct “learning excursions”—peripatetic tours of exemplary experiences in the cities in which they convene conferences and events, followed by intensive debriefs to extract lessons learned from the touring. Jim Gilmore‘s ideas have been featured in numerous articles on business strategy and innovation for such publications as the Harvard Business Review, The Wall Street Journal, and Investors Business Daily.
Mr. Gilmore began his career with Procter & Gamble and then spent over ten years consulting with Cleveland Consulting Associates and Computer Sciences Corporation, heading up CSC Consulting’s process innovation practice before starting his own firm. Jim Gilmore is currently a Batten Fellow and Visiting Lecturer at the Darden School of Business at the University of Virginia. He previously served as the 2002-2003 Dean Helen LeBaron Hilton Endowed Co-chair at the College of Family & Consumer Sciences at Iowa State University. Mr. Gilmore is a graduate of the Wharton School of the University of Pennsylvania—and an avid Cleveland Indians baseball fan.
Categories: Customer Experience, Marketing, Retail