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Rawlings likely identified that most of its customers are not Major League players through market research and sales data. By analyzing who is purchasing their products, they could determine that the majority of their customers are regular people who enjoy baseball and a good game of catch, rather than professional Major League 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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