Rawlings company managed to transform the experience of baseball by realizing that most of its customers aren't Major League players, but people who enjoy baseball and a good game of catch. They understood that their product isn't just about being perfect for professional use, but also about enhancing the experience of the everyday player. This understanding allowed them to focus on improving the game experience for their majority customer base.
By customizing each part of a customer experience, a product or service increases in value. Using ke...
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