B. Joseph Pine II and James H. Gilmore, in a Harvard Business Review article wrote, “But experiences are not exclusively about entertainment; companies stage an experience whenever they engage customers in a personal, memorable way.”
I’d like to slightly change their quote to read, “ . . .authors stage an experience whenever they engage readers in a personal, memorable way.”
It’s my strong conviction that people expect us to give them a positive experience when they read our material (or hear us speak as this applies to presenting and speaking as well). They are consumers and as such they consume material and it’s up to us to engage them in a very personal and memorable way. Our consumers, our readers, want authors to consistently surprise and delight them and create an emotional bond with them. Yes, it’s a tall order, but once that special bond is created, consumers will work hard to remain loyal and spread the word about our books.
Here’s some ideas (call them touchpoints) to help you create this experience:
Remember, the ultimate goal of using these touchpoints and creating a loyalty-based experience is to draw a circle around your consumers—your readers. You are developing a “tribe” in the words of Seth Godin—a group of loyalists who can’t wait for your next book because the experience they had with this book was so delightful and remarkable.
 B. Joseph Pine II and James H. Gilmore, “Welcome to the Business Economy,” Harvard Business Review, July–August 1998