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A company can turn its product or service into an experience by understanding its customers and their needs. It's not just about the product or service itself, but how it's used and the value it brings to the customer. For example, a company like Rawlings, which manufactures baseballs, realized that most of its customers are not Major League players, but people who enjoy baseball and a good game of catch. So, they focused on enhancing the experience of these customers. This could be done by creating engaging content around the product, organizing events, or even improving the product based on customer feedback.
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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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