The term, customer experience, was first coined by Joe Pine and Jim Gilmore in their 1998 article in Harvard Business Review. Pine and Gilmore noticed at the time that many products and services were becoming commoditized, making it difficult to differentiate on anything but price. They argued that innovative companies would need to create value in other ways, namely by providing customers with memorable experiences that enable them to connect with the brand in a highly personal way.

One of the brands that is obsessed with the customer experience is Hagerty. So, we sat down with Eric Kurt, Vice President of Hagerty Roadside, to hear about the Hagerty experience.

-LINKS-See all of Tiffani Bova's presentation about focusing on the “Customer Experience” on YouTube.https://www.youtube.com/watch?v=qfp48vXuwz8&ab_channel=NECAmerica