A company can measure the success of its transformation into the Experience Economy by evaluating customer satisfaction, engagement, and loyalty. It can also assess the impact on sales and revenue. For instance, if a company like Rawlings, which transformed baseball, sees an increase in sales and a higher level of customer engagement, it can be considered a successful transformation.
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By customizing each part of a customer experience, a product or service increases in value. Using key points from theater and stage, the book teaches...
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The Experience Economy isn't just about adding value; it's about transformation. The example of how the Rawlings company transformed baseball is a good way for readers to understand this game-changing concept. For a company that is the exclusive baseball manufacturer to the Major Leagues, the thought of improving upon a seemingly perfect product seems like a waste of time. But Rawlings realized that most of its customers aren't Major League players, they are people who enjoy baseball and a good game of catch.
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