The Experience Economy significantly impacts customer expectations and demands by shifting the focus from the product itself to the experience it provides. Customers now seek transformation and value-added experiences. For instance, in the case of Rawlings, they realized that their customers are not just Major League players but people who enjoy the game. Therefore, they focused on enhancing the overall experience of playing and enjoying baseball, not just manufacturing the baseballs. This shift in focus to the experience can lead to higher customer satisfaction and loyalty.
By customizing each part of a customer experience, a product or service increases in value. Using ke...
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