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What You Must Deliver to Win Customers Today

Overview

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What You Must Deliver to Win Customers Today

HBR IdeaCast

Feb 13
HBR IdeaCast

HBR IdeaCast

Feb 13
OverviewShownoteHighlightsTranscriptChaptersPins

Shownote

What if your customers aren't looking for better products and services, but for a way for themselves to become better? While the experience economy remains important, Strategic Horizons cofounder B. Joseph Pine II argues that it's not enough to acquire and...

Highlights

This episode explores a profound evolution in how businesses create value—not by selling things or even experiences, but by guiding customers through meaningful, lasting personal change.
00:10
Companies get paid only upon customer success in the transformation economy
09:32
Outcomes matter more than inputs in the transformation economy
15:36
The third phase of transformation, follow-through, is crucial for ensuring the change is sustained
21:25
Texas State Technical University risked 100% of its funding based on student outcomes
27:05
A financial startup, Simplity, designed a system for advisors to align financial goals with life goals, leading to transformational conversations with customers

Chapters

What Does It Really Mean to Help Someone Transform—Not Just Serve Them?
00:00
Why Are More People Seeking Life Change Instead of Just Better Products?
06:26
How Do You Design a Personalized Journey That Actually Sticks?
12:08
What Happens When You Only Get Paid If Your Customer Succeeds?
18:43
Who Needs to Believe in Transformation—and How Do You Win Them Over?
24:28

Transcript

Alison Beard: I'm Alison Beard, I'm Adi Ignatius, and this is the HBR IdeaCast. B. Joseph Pine II: Adi, what was your New Year's resolution for 2026? Alison Beard: We kind of do more predictions than resolutions. I have lots of predictions, but I guess m...