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Businesses can maintain their competitive edge in the Experience Economy by focusing on transformation and adding value to their products or services. They should understand their customers' needs and preferences and strive to enhance their experiences. For instance, a company like Rawlings, which is the exclusive baseball manufacturer to the Major Leagues, realized that most of its customers are people who enjoy baseball and a good game of catch. Therefore, they focused on improving the product to enhance the experience of these customers, rather than just the professional players.
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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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