Innovation plays a crucial role in the Experience Economy. It's not just about improving products or services, but about transforming the entire customer experience. Companies like Rawlings, for example, innovate not just by improving their baseballs, but by understanding and enhancing the overall experience of their customers, most of whom are not professional players but people who enjoy a good game of catch.
By customizing each part of a customer experience, a product or service increases in value. Using ke...
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