HBR IdeaCastWhat You Must Deliver to Win Customers Today
Feb 13, 2026 · 29 min
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 retain customers in today's competitive environment. He sees the next wave in business as one focused on offering outcomes to customers - and t…