The Experience Economy significantly affects the relationship between a business and its customers by shifting the focus from simply selling products or services to providing memorable experiences. This transformation can lead to a deeper connection between the business and its customers, as it caters to their emotional needs and desires. For instance, Rawlings, the exclusive baseball manufacturer to the Major Leagues, realized that most of its customers are not professional 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.
By customizing each part of a customer experience, a product or service increases in value. Using ke...
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