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.
By customizing each part of a customer experience, a product or service increases in value. Using ke...
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