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The Experience Economy changes the relationship between businesses and their customers by shifting the focus from simply selling products or services to creating memorable experiences. This transformation allows businesses to add value and differentiate themselves in the market. For example, Rawlings, a company that manufactures baseballs, realized that most of its customers are not Major League players, but people who enjoy baseball and a good game of catch. By focusing on this experience, they were able to enhance their relationship with their customers.
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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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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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