The Experience Economy significantly impacts customer expectations by shifting the focus from the product itself to the overall experience associated with it. Customers now expect more than just a good product; they want a transformative experience that adds value to their lives. For instance, in the case of Rawlings, the company understood that their customers were not just Major League players but people who enjoy baseball and a good game of catch. Therefore, they focused on enhancing the overall experience of their customers, which in turn elevated their expectations.
By customizing each part of a customer experience, a product or service increases in value. Using ke...
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