Shows
The Experience Strategy PodcastNew Release Shows that Airbnb is Serious About In-Destination ExperiencesIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss Airbnb's recent rebranding and its shift from a focus solely on home bookings to a more holistic approach that includes services and experiences. They explore the implications of this transformation for the travel industry, emphasizing the importance of authenticity, operational platforms, and the experience economy. The conversation highlights the potential for Airbnb to create unique, transformative travel experiences that resonate with customers' desires for connection and personal growth.Takeaways* Airbnb is evolving from just home bookings to offering...2025-06-2529 min
The Experience Strategy PodcastFashion Group Zara is Introducing Travel ModeIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss fashion group Zara's innovative travel mode, which allows users to shop for products while traveling. They explore the concept of 'modes'—temporary mindsets and behaviors that influence customer experiences—and how Zara's travel mode can enhance customer engagement. The conversation delves into the importance of context, opportunities for improvement, and the potential for community building through social media. The hosts emphasize the dynamic nature of modes and the need for behavioral science to further explore this concept.TakeawaysZara...2025-06-1928 min
The Experience Strategy PodcastFashion Group Zara is Introducing Travel ModeIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss fashion group Zara's innovative travel mode, which allows users to shop for products while traveling. They explore the concept of 'modes'—temporary mindsets and behaviors that influence customer experiences—and how Zara's travel mode can enhance customer engagement. The conversation delves into the importance of context, opportunities for improvement, and the potential for community building through social media. The hosts emphasize the dynamic nature of modes and the need for behavioral science to further explore this concept. Takeaways Zara...2025-06-1928 min
The Experience Strategy PodcastThe Wall Street Journal on the Value of Getting People to Spend More Time with Your BrandIn this episode of the Experience Strategy Podcast, hosts Aranza Savas, Joe Pine, and Dave Norton discuss a significant shift in retail, focusing on how major brands are intentionally slowing down the shopping experience to enhance customer engagement. They explore the importance of creating meaningful experiences, the lessons learned from Toys R Us, and the need for authenticity in retail strategies. The conversation emphasizes measuring success beyond traditional sales metrics and highlights the future of experience-led brands.TakeawaysThe longer someone spends in a store, the more likely they are to convert into a purchaser.2025-06-1224 minThe Experience Strategy PodcastThe Wall Street Journal on the Value of Getting People to Spend More Time with Your BrandIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss a Wall Street Journal article written by Jennifer Williams about retail, focusing on how major brands are intentionally slowing down the shopping experience to enhance customer engagement. They explore the importance of creating meaningful experiences, the lessons learned from Toys R Us, and the need for authenticity in retail strategies. The conversation emphasizes measuring success beyond traditional sales metrics and highlights the future of experience-led brands. Takeaways The longer someone spends in a store, the more likely they...2025-06-1224 min
The Experience Strategy PodcastFree Advice for Tony Bates at Genesys on Empathy and AIIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss Tony Bates article in Fortune Magazine on the intersection of empathy, AI, and customer experience. They explore how empathy is often seen as a critical component in business interactions, especially in the context of AI's role in enhancing customer service. The conversation delves into the nuances of sympathy versus empathy, the importance of emotional jobs in customer interactions, and the need for businesses to differentiate themselves through human elements in an increasingly automated world.Chapters01:50 The Role of Empathy in...2025-06-0424 minThe Experience Strategy PodcastFree Advice for Tony Bates at Genesys on Empathy and AIIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss Tony Bates article in Fortune Magazine on the intersection of empathy, AI, and customer experience. They explore how empathy is often seen as a critical component in business interactions, especially in the context of AI's role in enhancing customer service. The conversation delves into the nuances of sympathy versus empathy, the importance of emotional jobs in customer interactions, and the need for businesses to differentiate themselves through human elements in an increasingly automated world. Chapters 00:00 Introduction to Experience S...2025-06-0424 min
The Experience Strategy PodcastWhat HBR Missed About Taylor Swift's GeniusSummaryIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the strategic genius of Taylor Swift, exploring how her approach transcends music to embody principles of experience strategy. They discuss her emotional connection with fans, authenticity, and the aspirational roles she plays for her audience, particularly young women. The conversation highlights the economic impact of her experiences and the lessons that can be drawn for businesses in the experience economy. TakeawaysTaylor Swift's success is rooted in her emotional connection with fans.2025-05-2824 min
The Experience Strategy PodcastWhat HBR Missed About Taylor Swift's GeniusSummaryIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the strategic genius of Taylor Swift, exploring how her approach transcends music to embody principles of experience strategy. They discuss her emotional connection with fans, authenticity, and the aspirational roles she plays for her audience, particularly young women. The conversation highlights the economic impact of her experiences and the lessons that can be drawn for businesses in the experience economy.TakeawaysTaylor Swift's success is rooted in her emotional connection with fans....2025-05-2324 minThe Experience Strategy PodcastWhat HBR Missed About Taylor Swift's GeniusSummary In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the strategic genius of Taylor Swift, exploring how her approach transcends music to embody principles of experience strategy. They discuss her emotional connection with fans, authenticity, and the aspirational roles she plays for her audience, particularly young women. The conversation highlights the economic impact of her experiences and the lessons that can be drawn for businesses in the experience economy. Takeaways Taylor Swift's success is rooted in her emotional connection with fans. Her s...2025-05-2324 min
The Experience Strategy PodcastCracker Barrel is in the Wall Street Journal | May 6, 2025This is a free preview of a paid episode. To hear more, visit theexperiencestrategist.substack.comSummaryIn this episode of the Experience Strategy Podcast, hosts Joe Pine, Aransas Savas, and Dave Norton discuss the Wall Street Journal article about Cracker Barrel's recent transformation efforts aimed at attracting younger customers while retaining their core base. They explore the challenges and opportunities of modernizing a legacy brand, emphasiz…2025-05-0720 minThe Experience Strategy PodcastCracker Barrel is in the Wall Street Journal | May 6, 2025In this episode of the Experience Strategy Podcast, hosts Joe Pine, Aransas Savas, and Dave Norton discuss the Wall Street Journal article about Cracker Barrel's recent transformation efforts aimed at attracting younger customers while retaining their core base. They explore the challenges and opportunities of modernizing a legacy brand, emphasizing the importance of experience strategy over mere aesthetic changes. The conversation highlights the role of employees in successful transformations, the impact of economic factors on customer behavior, and innovative ideas for enhancing the dining experience. Cracker Barrel is attempting to modernize while retaining its nostalgic appeal. Transformations often...2025-05-0720 min
The Experience Strategy PodcastScheels is in the Washington PostIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss the evolution of the podcast, introduce new co-hosts, and explore the concept of experiential retail through the lens of Scheels, a successful retail store. You might have seen in The Washington Post that Scheels is conquering middle America. During a downturn and with tariffs on the way, how will people shop at retailers like Scheels. They emphasize the importance of community, trust, and contextual design in creating meaningful experiences for customers. The episode wraps up with key takeaways for strategists looking to...2025-05-0226 min
The Experience Strategy PodcastScheels is in The Washington PostThis is a free preview of a paid episode. To hear more, visit theexperiencestrategist.substack.comIn this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss the evolution of the podcast, introduce new co-hosts, and explore the concept of experiential retail through the lens of Scheels, a successful retail store. You might have seen in The Washington Post that Scheels is conquering middle America…2025-05-0226 min
The Experience Strategy PodcastTo Be Compelling Requires a Strategic Point of ViewWe just released an ebook that you and your company need to read. Here’s Aransas and me talking about what’s in the book. Be sure to get your copy. https://www.stonemantel.co/strategic-point-of-view-ebook This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit theexperiencestrategist.substack.com/subscribe2025-04-0119 min
The Experience Strategy PodcastHow to Stay Customer-Centric During Economic Downturns with Blake MorganIn this episode, experience strategists Dave Norton and Aransas Savas speak with Blake Morgan, the “Queen of CX” and a leading futurist in customer experience, about her latest book and insights on the future of customer service. Blake explains why customer service levels are at historic lows despite post-COVID digital transformations and emphasizes the need for companies to remain customer-centric during economic uncertainty. She introduces her WAYS framework for building effective CX strategies and discusses the critical role of empathy and human connection in an AI-driven world. Additionally, Blake highlights the essential connection between employee experience and customer loyalty, show...2024-11-1333 min
The Experience Strategy PodcastHow to Stay Customer-Centric During Economic Downturns with Blake MorganIn this episode, experience strategists Dave Norton and Aransas Savas speak with Blake Morgan, the “Queen of CX” and a leading futurist in customer experience, about her latest book and insights on the future of customer service. Blake explains why customer service levels are at historic lows despite post-COVID digital transformations and emphasizes the need for companies to remain customer-centric during economic uncertainty. She introduces her WAYS framework for building effective CX strategies and discusses the critical role of empathy and human connection in an AI-driven world. Additionally, Blake highlights the essential connection between employee experience and customer loyalty, show...2024-11-1333 min
Ask Brien ShowThe Customer Experience Blueprint: How Customer Insight Drives Innovation with Aransas Savas and Dave Norton of Stone MantelCustomer experience can make a huge difference in the success of a company, but it often gets overlooked. This week, we are joined by Aransas Savas and Dave Norton of Stone Mantel, a business that helps create better experiences for customers and helps clients create more value. Our guests discuss how they onboard new customers and uncover what their customers are needing in order for them to innovate and create new products. They share how they’ve helped past clients, and what businesses could do today to get them started with future customer expectations. Tune in to learn more ab...2024-11-0636 min
The Experience Strategy PodcastStone Mantel Webinar: Thriving in UncertaintyFriends, I hope you’ll enjoy this webinar about helping companies to think about and design for uncertainty. Experience strategists spend far too much time designing for the ideal and the permanent—when neither is real. In this webinar, my friend Brian Briskey and I will share two skills that all strategists should have: situational market analysis and scenario planning. You need these skills so you can help your company respond to the ever changing world, market forces, and customer needs. Stop designing for the ideal and the permanent! Start thinking about future scenarios and markets!Here’s the...2024-10-1843 min
Behavioral Grooves PodcastTop Secrets to Customer Success | Arsanas Savas and Dave NortonCo-hosts, meet co-creation! This week, Kurt and Tim are joined by special guests Aransas Savas and Dave Norton, hosts of the Experience Strategy Podcast. Together, they take on one of the biggest challenges companies face: truly understanding what their customers want and need.
Data can be valuable, but how useful is it if you don’t fully grasp the “what” or “why” behind those numbers? Aransas and Dave explain why co-creating with customers is a more effective approach than relying solely on data or assumptions. They dive into how blending behavioral science with experience strategy can create lasting va...2024-10-1448 min
The Experience Strategy PodcastCreating Time Well Spent in Communities with Feverbee Founder and Enterprise Community Strategist, Richard MillingtonIn this episode of the Experience Strategy Podcast, podcast hosts, Dave Norton and Aransas Savas explore the rapidly evolving landscape of enterprise community building with Rich Millington, founder of FeverBee and a leading expert in community strategy. With nearly two decades of experience helping organizations build thriving communities for members, customers, and employees, Richard brings a wealth of knowledge from working with industry giants like Google, Facebook, Oracle, and Wikipedia. His insights challenge traditional notions of community management, advocating for supporting existing ecosystems rather than controlled forums, and offering practical strategies for mapping community landscapes and measuring real outcomes...2024-09-1833 min
The Experience Strategy PodcastCreating Time Well Spent in Communities with Feverbee Founder and Enterprise Community Strategist, Richard MillingtonIn this episode of the Experience Strategy Podcast, podcast hosts, Dave Norton and Aransas Savas explore the rapidly evolving landscape of enterprise community building with Rich Millington, founder of FeverBee and a leading expert in community strategy. With nearly two decades of experience helping organizations build thriving communities for members, customers, and employees, Richard brings a wealth of knowledge from working with industry giants like Google, Facebook, Oracle, and Wikipedia. His insights challenge traditional notions of community management, advocating for supporting existing ecosystems rather than controlled forums, and offering practical strategies for mapping community landscapes and measuring real outcomes...2024-09-1833 min
The Experience Strategy PodcastLeveraging Transformational Travel to Drive Relevance and Impact at Sierra ClubIn this episode, Experience Strategy Podcast hosts Aransas Savas and Dave Norton sit down with Brian Anderson, Director of National Outings at the legendary Sierra Club. With over 130 years of advocating for people, places, and the planet, Sierra Club has mastered the art of crafting transformational travel experiences that drive personal growth and global impact. Packed with insights on experience design, engagement strategy, and impact measurement, this episode is a must-listen for anyone looking to harness the power of transformational experiences. Tune in now and discover how Sierra Club is pioneering a new era of meaningful, impactful travel.2024-08-2136 min
The Experience Strategy PodcastLeveraging Transformational Travel to Drive Relevance and Impact at Sierra ClubIn this episode, Experience Strategy Podcast hosts Aransas Savas and Dave Norton sit down with Brian Anderson, Director of National Outings at the legendary Sierra Club. With over 130 years of advocating for people, places, and the planet, Sierra Club has mastered the art of crafting transformational travel experiences that drive personal growth and global impact. Packed with insights on experience design, engagement strategy, and impact measurement, this episode is a must-listen for anyone looking to harness the power of transformational experiences. Tune in now and discover how Sierra Club is pioneering a new era of meaningful, impactful travel. 2024-08-2136 min
The Experience Strategy PodcastThe Power of Situational Markets in Experience StrategyIn the latest episode of The Experience Strategy Podcast, we’re dismantling traditional market segmentation and rebuilding it with the revolutionary concept of situational markets. Dave Norton, our experience futurist, gives us a sneak peak into his upcoming book that’s set to redefine how we create value. Joined by industry veteran John Gusiff, we discuss the power of jobs-to-be-done research, the limitations of demographic-based personas, and the critical importance of understanding evolving customer needs. From leveraging qualitative data to scale situational strategies, to anticipating your customers’ future selves, this episode is packed with game-changing ideas for forward-thinking experience strate...2024-08-0734 min
The Experience Strategy PodcastThe Power of Situational Markets in Experience StrategyIn the latest episode of The Experience Strategy Podcast, we’re dismantling traditional market segmentation and rebuilding it with the revolutionary concept of situational markets. Dave Norton, our experience futurist, gives us a sneak peak into his upcoming book that’s set to redefine how we create value. Joined by industry veteran John Gusiff, we discuss the power of jobs-to-be-done research, the limitations of demographic-based personas, and the critical importance of understanding evolving customer needs. From leveraging qualitative data to scale situational strategies, to anticipating your customers’ future selves, this episode is packed with game-changing ideas for forward-thinking experience strate...2024-08-0734 min
The Experience Strategy PodcastEnhancing Customer Experiences with Driving Business Value with AR/VRIn this episode of The Experience Strategy Podcast, hosts Dave Norton and Aransas Savas sit down with AR/VR trailblazers Spencer Cook from Continuum, and Bryan Searing of Stone Mantel to explore the transformative power of Augmented Reality and Virtual Reality in crafting captivating customer experiences. Fresh off the Experience Strategy Collaboratives program, where cutting-edge AR/VP concepts were tested with real customers, Spender and Bryan share exclusive insights ad real-world case studies that demonstrate the immense potential of these technologies in driving business growth.Tune in and gain:* Actionable strategies for leveraging AR/VR...2024-08-0635 min
The Experience Strategy PodcastEnhancing Customer Experiences with Driving Business Value with AR/VRIn this episode of The Experience Strategy Podcast, hosts Dave Norton and Aransas Savas sit down with AR/VR trailblazers Spencer Cook from Continuum, and Bryan Searing of Stone Mantel to explore the transformative power of Augmented Reality and Virtual Reality in crafting captivating customer experiences. Fresh off the Experience Strategy Collaboratives program, where cutting-edge AR/VP concepts were tested with real customers, Spender and Bryan share exclusive insights ad real-world case studies that demonstrate the immense potential of these technologies in driving business growth. Tune in and gain: Actionable strategies for leveraging AR/VR...2024-07-2535 min
The Experience Strategy PodcastThe 2024 Experience Strategy Trend ReportThe cultural and economic forces influencing your customer in 2024 will have a lasting impact on your experience strategy. Join Dave Norton, Experience Strategy Futurist, and Aransas Savas, lead researcher for our Trend Report, for insights and guidance from our decade-long study into customer behavior and mindsets. This episode isn’t just a glance at trends; it’s a deep dive into the interconnected tapestry shaping the future of your strategy. In this episode, we dissect the value of time versus money, the paradoxical impact of technology on time scarcity, the evolution of smart homes, and the prevalent lone...2023-12-0648 min
The Experience Strategy PodcastThe 2024 Experience Strategy Trend ReportThe cultural and economic forces influencing your customer in 2024 will have a lasting impact on your experience strategy. Join Dave Norton, Experience Strategy Futurist, and Aransas Savas, lead researcher for our Trend Report, for insights and guidance from our decade-long study into customer behavior and mindsets. This episode isn’t just a glance at trends; it’s a deep dive into the interconnected tapestry shaping the future of your strategy. In this episode, we dissect the value of time versus money, the paradoxical impact of technology on time scarcity, the evolution of smart homes, and the prevalent lone...2023-12-0648 min
The Experience Strategy PodcastThe 5 Big Questions Experience Strategists Need to Ask Right NowDo you want to have more impact as an experienced strategist? In this episode, you’ll learn how to drive more revenue, value, and customer satisfaction, so that you can have a greater impact for your company. Each year we analyze millions of data points and conduct hundreds of customer and experience strategist interviews in order to understand the biggest challenges facing customers and companies. We then connect solution-oriented teams in a year-long research and innovation journey to research and launch innovative, paradigm-shifting solutions that drive greater impact for companies and their customers. We divide teams into tr...2023-06-2844 min
The Experience Strategy PodcastThe 5 Big Questions Experience Strategists Need to Ask Right NowDo you want to have more impact as an experienced strategist? In this episode, you’ll learn how to drive more revenue, value, and customer satisfaction, so that you can have a greater impact for your company. Each year we analyze millions of data points and conduct hundreds of customer and experience strategist interviews in order to understand the biggest challenges facing customers and companies. We then connect solution-oriented teams in a year-long research and innovation journey to research and launch innovative, paradigm-shifting solutions that drive greater impact for companies and their customers. We divide teams into tr...2023-06-2844 min
The Experience Strategy PodcastRevisited - How Conjoint and Max Diff Can Help CX Leaders Make Better DecisionsExperience strategists are navigating increasingly complex decisions. Customer journeys are increasingly complex, channels are proliferating, expectations continue to rise, and data is abundant. How do we help our companies make the best decisions about how and where to spend money? Craig Lutz is uniquely well positioned to help us answer this question. Craig has been a data scientist and researcher at Qualtrics since 2007 where he has conducted thousands of conjoint analysis projects with Qualtrics. He is also the designer of Qualtrics' conjoint analysis DIY technology, the author of Exploring Conjoint Analysis and a prominent thought leader on i...2023-05-2939 min
The Experience Strategy PodcastRevisited - How Conjoint and Max Diff Can Help CX Leaders Make Better DecisionsExperience strategists are navigating increasingly complex decisions. Customer journeys are increasingly complex, channels are proliferating, expectations continue to rise, and data is abundant. How do we help our companies make the best decisions about how and where to spend money? Craig Lutz is uniquely well positioned to help us answer this question. Craig has been a data scientist and researcher at Qualtrics since 2007 where he has conducted thousands of conjoint analysis projects with Qualtrics. He is also the designer of Qualtrics' conjoint analysis DIY technology, the author of Exploring Conjoint Analysis and a prominent thought leader on i...2023-05-2939 min
The Experience Strategy PodcastExperience at Scale: How to Maintain and Elevate Your CX as Your Company Grows With Traci DeForgeOn this very special episode of The Experience Strategy Podcast, Dave Norton and Aransas Savas are getting meta as they are joined by the producer of this podcast and the Founder and CEO of Produce Your Podcast, Traci DeForge. Traci is a pioneer in the world of podcasting and has created a thriving business in helping companies translate their services into audio formats that grow their brands. The industry is changing, though, and her clients' needs are evolving, so in this conversation, we help her identify powerful new ways to serve her clients, boost the value of...2023-03-0846 min
The Experience Strategy PodcastExperience at Scale: How to Maintain and Elevate Your CX as Your Company Grows With Traci DeForgeOn this very special episode of The Experience Strategy Podcast, Dave Norton and Aransas Savas are getting meta as they are joined by the producer of this podcast and the Founder and CEO of Produce Your Podcast, Traci DeForge. Traci is a pioneer in the world of podcasting and has created a thriving business in helping companies translate their services into audio formats that grow their brands. The industry is changing, though, and her clients' needs are evolving, so in this conversation, we help her identify powerful new ways to serve her clients, boost the value of...2023-03-0846 min
The Experience Strategy PodcastHow Conjoint and Max Diff Can Help CX Leaders Make Better Decisions With Craig LutzExperience strategists are navigating increasingly complex decisions. Customer journeys are increasingly complex, channels are proliferating, expectations continue to rise, and data is abundant. How do we help our companies make the best decisions about how and where to spend money? Craig Lutz is uniquely well positioned to help us answer this question. Craig has been a data scientist and researcher at Qualtrics since 2007 where he has conducted thousands of conjoint analysis projects with Qualtrics. He is also the designer of Qualtrics' conjoint analysis DIY technology, the author of Exploring Conjoint Analysis and a prominent thought leader on i...2023-03-0239 min
The Experience Strategy PodcastHow Conjoint and Max Diff Can Help CX Leaders Make Better Decisions With Craig LutzExperience strategists are navigating increasingly complex decisions. Customer journeys are increasingly complex, channels are proliferating, expectations continue to rise, and data is abundant. How do we help our companies make the best decisions about how and where to spend money? Craig Lutz is uniquely well positioned to help us answer this question. Craig has been a data scientist and researcher at Qualtrics since 2007 where he has conducted thousands of conjoint analysis projects with Qualtrics. He is also the designer of Qualtrics' conjoint analysis DIY technology, the author of Exploring Conjoint Analysis and a prominent thought leader on i...2023-03-0239 min
The Experience Strategy PodcastWhy you need a strategic POV on your CXOn today’s episode of Experience Strategy Podcast, hosts Dave Norton and Aransas Savas will prove to you that your business needs a strong strategic POV on your customer experience in order to thrive. Listen in to hear how brands like @Apple, @W Hotels, and @Best Buy’s Geek Squad used a compelling experience POV to innovate and drive business success. KEY TAKEAWAYS One of the key elements of an experience strategy is a point of view statement. The POV statement describes the near future needs of your customers and how your company is g...2023-02-2236 min
The Experience Strategy PodcastWhy you need a strategic POV on your CXOn today’s episode of Experience Strategy Podcast, hosts Dave Norton and Aransas Savas will prove to you that your business needs a strong strategic POV on your customer experience in order to thrive. Listen in to hear how brands like @Apple, @W Hotels, and @Best Buy’s Geek Squad used a compelling experience POV to innovate and drive business success. KEY TAKEAWAYS One of the key elements of an experience strategy is a point of view statement. The POV statement describes the near future needs of your customers and how your company is g...2023-02-2236 min
The Experience Strategy PodcastWeb3, The Future of FashionToday we are joined by Matt Maher, a Futurist specializing in augmented and virtual realities, web3, the metaverse, artificial intelligence, the internet of things (IoT), and voice technology. Hybrid experiences are now table stakes, whether you’re in healthcare, wellness, events, or banking. In this episode, Matt will help us look not just at the future of fashion and other physical goods, but also at the future of our industry as a whole. If you are responsible for building innovative and future-proof customer experiences, listen in and get your channel strategy ready for what’s next. 2022-08-0333 min
The Experience Strategy PodcastModes Series, Episode 3: How High Performers Like Zibby Owens Switch ModesToday we are joined by Zibby Owens, an author, podcaster, publisher, CEO, and mother of four. Zibby recently published her memoir: Bookends: A Memoir of Love, Loss, and Literature and her first children’s book Princess Charming. As part of our ongoing Modes series, Zibby helps us understand what it’s like to be a multi-hyphenate jetting from one mode to another, and the tools, behaviors and mindsets that help her thrive. If you’re an experience strategist creating products for high performing multi-mode customers, listen now! IN THIS EPISODE: [3:20] Zibby provides a brief...2022-07-2040 min
The Experience Strategy PodcastModes Series, Episode 3: How High Performers Like Zibby Owens Switch ModesToday we are joined by Zibby Owens, an author, podcaster, publisher, CEO, and mother of four. Zibby recently published her memoir: Bookends: A Memoir of Love, Loss, and Literature and her first children’s book Princess Charming. As part of our ongoing Modes series, Zibby helps us understand what it’s like to be a multi-hyphenate jetting from one mode to another, and the tools, behaviors and mindsets that help her thrive. If you’re an experience strategist creating products for high performing multi-mode customers, listen now! IN THIS EPISODE: [3:20] Zibby provides a brief...2022-07-2040 min
The Experience Strategy PodcastModes Series, Episode 2: Applying Modes Thinking to Shopping PlatformsJamie Norwood, named to Inc.’s Top 100 Female Founders and Forbes 1000, is the co-founder of Stix, a fast-growing startup in healthcare challenged by how to serve extremely distinct customer needs. In this episode we look at how Modes can create confident shoppers, a sense of community, and continuity across shopper journeys. Tune in and discover how you can apply these frameworks to businesses of any size or category. IN THIS EPISODE: [1:20] Intro to Jamie Norwood and her company Stix. [4:38] Personalization and individualization for customers. [7:52] What questions should a company ask to get star...2022-07-0633 min
The Experience Strategy PodcastModes Series, Episode 1: A Revolutionary Way to Manage Restaurant, CX, and BrandToday we are talking to Roger Beasley about Customer Modes, the mindsets and behaviors that help people get jobs done. We look at what they are and how they work through the lens of the restaurant industry. Tune in to learn how modes thinking has the key to unlock experience strategy and journey work in powerful new ways. IN THIS EPISODE: [1:35] Introduction to Roger Beasley [3:37] What are modes, jobs, ques, and how do they work together? [8:39] How to connect the brand to the consumer. [12:13] Roger talks about how technology shifted the mode peo...2022-06-2239 min
The Experience Strategy PodcastBig Brands and the Hero TrapHow can you turn your customer into a superhero? In today's episode, we are joined by Thomas Kolster, the Author of The Hero Trap and Goodvertising and one of the most recognized thinkers globally, where marketing, business, and sustainability meet. This week's episode covers experiences, why they are more sustainable than things, and how to make them truly transformational. Tune in to learn more about why you should be putting your customers in charge and turning them into superheroes instead of your brand. IN THIS EPISODE: [01:48] Thomas’s career background. [03:56] Why Thomas chooses sustainability to...2022-06-0837 min
The Experience Strategy PodcastBig Brands and the Hero TrapHow can you turn your customer into a superhero? In today's episode, we are joined by Thomas Kolster, the Author of The Hero Trap and Goodvertising and one of the most recognized thinkers globally, where marketing, business, and sustainability meet. This week's episode covers experiences, why they are more sustainable than things, and how to make them truly transformational. Tune in to learn more about why you should be putting your customers in charge and turning them into superheroes instead of your brand. IN THIS EPISODE: [01:48] Thomas’s career background. [03:56] Why Thomas chooses sustainability to...2022-06-0837 min
The Experience Strategy PodcastWhen Measurement is Part of the ExperienceDoes your experience serve your current customer? How about your future customer? Do you know if your experience is time well spent for your customer? Or if they are truly engaged? Or if the outcomes you’re delivering matter to them? In today’s episode, we are joined by Sheila Akbar, the president & COO of Signet Education to explore what happens when companies make measurement a meaningful part of the experience. IN THIS EPISODE: [01:20] What is Signet Education and what do they do? [04:35] How does Sheila take a holistic approach with Signet Educati...2022-05-2539 min
The Experience Strategy PodcastNiche Segments and Omni-Channel in FinTechIn today’s episode, we are joined by Rilla Delorier. Rilla has over 30 years of experience as an executive leader within the financial services industry, serving as a trusted advisor to the CEOs of PNC, SunTrust, and Umpqua Bank. Tune in as we uncover how niche customer segments have completely upended the traditional way of thinking about banking, why it’s important to go after unmet customer needs, and the power of FinTech's approach to agile innovation. IN THIS EPISODE: [02:08] Rilla’s career background and companies she has worked with. [08:11] Importance of going aft...2022-05-1145 min
The Experience Strategy PodcastLessons From a Guest Experience EvangelistIn today’s episode, we are joined by Josh Liebman, the Guest Experience Evangelist for ROLLER Software. Josh has worked for some of the top tourism destinations in the world, from Walt Disney World and Universal Studios to Ritz Carlton, The Four Seasons, and Coca-Cola. With nearly 17 years of designing experiences in this industry, Josh specializes in service standards, complaint resolution, and guest feedback. Tune in as we look at how customer needs and expectations have changed and what we can do to help them feel cared for, supported, inspired, and connected in a post-pandemic world. I...2022-04-2742 min
The Experience Strategy PodcastWhat Happens Food and Experience MeetIn today’s episode, we are joined by Ryan Hutmacher, an award-winning chef and founder of the Well Beyond Food project. As a self-proclaimed experientialist, his company creates custom food experiences designed to foster connection & promote inclusion within organizations and their teams. Tune in as we discuss the importance of authenticity to brand-building and ways to measure the ROI and impact of intangible experiences. IN THIS EPISODE: [03:41] Ryan shares what the Well Beyond Food project is and what it aims to do. [05:26] Well Beyond Food’s mission is to allow people to be seen...2022-04-1331 min
The Experience Strategy PodcastThe 6 Reasons Innovation Fails With Dwayne KingIn today’s episode, we are joined by Dwayne King who works at the intersection of experience transformation, human-centered innovation, UX design & research. His unique view of organizations has allowed him to diagnose the real reasons 90% of innovation labs fail. Tune in to learn how to lead the other 10% and set your innovators up for success. IN THIS EPISODE: [04:40] Pursuing the wrong idea can be one of the key elements why your innovation efforts might fail right at the beginning. [08:12] Companies no longer need to stay within their category. Dwayne shares an exampl...2022-03-2948 min
The Experience Strategy PodcastThe Seven Essential Behavior Change PrinciplesToday’s we are joined by Julie O’Brien Ph.D., a behavioral scientist working at the intersection of wellbeing and technology. Julie shares insider knowledge into how companies of all sizes can use science to improve their customer experience. Tune in as Julie shares the seven most important behavior change principles for Experience Strategists. In This Episode: [01:58] Julie shares how behavioral scientists collaborate in the creation of successful products and services. [04:11] Elements necessary for an innovation to be successful. [06:41] Distinctions between behavioral mapping and journey mapping. [09:44] Why it is crucial for companies to integ...2022-03-1536 min
The Experience Strategy PodcastA Top Ten List for Hotels of TomorrowIn today’s episode, we are joined by Ron Swidler, Chief Innovation Officer at The Gettys Group Companies and creator of the Hotel of Tomorrow® Project, a think tank that unites teams of hospitality experts to ideate, prototype, and test innovations for the near and more distant future of the hotel industry. From technological innovations and new business models to unprecedented shifts in customer expectations, Ron shares the top 10 things hotels should be doing to prepare for the future. In This Episode: [01:59] Ron elaborates on the major shifts he has seen in custome...2022-03-0242 min
The Experience Strategy PodcastA Top Ten List for Hotels of TomorrowIn today’s episode, we are joined by Ron Swidler, Chief Innovation Officer at The Gettys Group Companies and creator of the Hotel of Tomorrow® Project, a think tank that unites teams of hospitality experts to ideate, prototype, and test innovations for the near and more distant future of the hotel industry. From technological innovations and new business models to unprecedented shifts in customer expectations, Ron shares the top 10 things hotels should be doing to prepare for the future. In This Episode: [01:59] Ron elaborates on the major shifts he has seen in custome...2022-03-0242 min
The Experience Strategy PodcastSupporting Working Moms Through SystemsToday we are joined by Joyce Cadesca, Founder and President of famHQ, a tech-enabled family concierge service supporting working moms in managing their households and careers. In this episode we look at the functional, social, emotional, aspirational, and systemic Jobs To Be Done in this exciting new startup. In This Episode: [01:31] What famHQ is all about. [04:58] What inspired Joyce to create famHQ. [07:09] How famHQ is establishing “villages” around single moms of color. [11:24] Dave asks about the jobs that famHQ performs for their customers. [17:04] How the people and the tools that famHQ employ...2022-02-1638 min
The Experience Strategy PodcastSupporting Working Moms Through SystemsToday we are joined by Joyce Cadesca, Founder and President of famHQ, a tech-enabled family concierge service supporting working moms in managing their households and careers. In this episode we look at the functional, social, emotional, aspirational, and systemic Jobs To Be Done in this exciting new startup. In This Episode: [01:31] What famHQ is all about. [04:58] What inspired Joyce to create famHQ. [07:09] How famHQ is establishing “villages” around single moms of color. [11:24] Dave asks about the jobs that famHQ performs for their customers. [17:04] How the people and the tools that famHQ employ...2022-02-1638 min
The Experience Strategy PodcastThe Umami StrategyExperiences, like umami flavors, can be difficult to pin down. Both ideas transcend words, so how do you define them? How do you measure them? How do you help leaders and customers understand the value? In this episode, we are joined by Aga Szóstek, Ph.D. a strategic experience designer and author of "The Umami Strategy” as we discuss how to create experiences that are not just memorable, but powerfully impactful. In This Episode: [04:08] Why did Aga name her book The Umami Strategy? [07:50] What drove Aga to focus on experience strategy? [13:59] Why vis...2022-02-0249 min
The Experience Strategy PodcastExperience Strategy Predictions and Precautions for 2022The pandemic has influenced every aspect of how we deliver customer experiences. We are joined today by experience strategy pioneers Colin Shaw and Joseph D. Pine to make predictions about what the new normal will look like… and recommendations about what it should look like. Will 2022 be the year today’s companies step forward into the future or will they stay stuck in the past? In This Episode: [03:39] Joe and Colin share why people are listening to experts that cultivate digital services and experiences. [08:52] How Colin and Joe define “experiences.” [13:37] Colin and Joe discuss “ex...2022-01-1948 min
The Experience Strategy PodcastRetail TransformationWhat will it take for in-person retailers to remain successful in a world increasingly dominated by Amazon? In two words: Transformative Experiences! In this episode we offer predictions and guidance for retailers who are ready to earn the economic power of guiding their customers on meaningful and impactful transformational journeys. In This Episode: [02:00] What exactly is the Transformation Economy? [03:32] Where Transformations fit within the Experience Economy as described by B. Joseph Pine II and James H. Gilmore [04:36] Dave reflects on an article he co-wrote called The New You Business: How to Compete on P...2022-01-0534 min
The Experience Strategy PodcastRetail TransformationWhat will it take for in-person retailers to remain successful in a world increasingly dominated by Amazon? In two words: Transformative Experiences! In this episode we offer predictions and guidance for retailers who are ready to earn the economic power of guiding their customers on meaningful and impactful transformational journeys. In This Episode: [02:00] What exactly is the Transformation Economy? [03:32] Where Transformations fit within the Experience Economy as described by B. Joseph Pine II and James H. Gilmore [04:36] Dave reflects on an article he co-wrote called The New You Business: How to Compete on P...2022-01-0534 min
The Experience Strategy PodcastDisrupting Big Pharma With Patient ExperienceVeteran researcher and pharmacist Kevin Asher knows the pharmaceutical industry inside out. Today he joins us to discuss innovative digital solutions that were born during the pandemic, industry breakthroughs, and the patient data powering the most valuable patient experiences. In This Episode: [03:49] How has the pharmaceutical industry’s focus shifted over the last sixteen years? What has changed? [06:58] Kevin shares what he believes is the biggest area of growth for the pharmaceutical industry. [07:55] An industry breakthrough for treating chronic musculoskeletal pain has just been licensed by the FDA. [09:00] How can patient care be improved thro...2021-12-2235 min
The Experience Strategy PodcastDisrupting Big Pharma With Patient ExperienceVeteran researcher and pharmacist Kevin Asher knows the pharmaceutical industry inside out. Today he joins us to discuss innovative digital solutions that were born during the pandemic, industry breakthroughs, and the patient data powering the most valuable patient experiences. In This Episode: [03:49] How has the pharmaceutical industry’s focus shifted over the last sixteen years? What has changed? [06:58] Kevin shares what he believes is the biggest area of growth for the pharmaceutical industry. [07:55] An industry breakthrough for treating chronic musculoskeletal pain has just been licensed by the FDA. [09:00] How can patient care be improved thro...2021-12-2235 min
The Experience Strategy PodcastMaking Smarter Homes With Experience InsightsOur homes are getting smarter! The more technology understands our unique needs and modes, the more it can make our lives easier and more meaningful. Today we are joined by Tanseela Molani, the Senior Manager of Experience Research at the Chamberlain Group, to discuss how experience insights are shaping the future of smart home technology. In This Episode: [1:14] What is experience research? [3:06] How Chamberlain Group is working to benefit their consumers in current times. [5:30] Identifying consumer needs. [7:28] How do consumer trust and convenience come into play when companies are designing new technologies and ser...2021-12-1542 min
The Experience Strategy PodcastMaking Healthcare ConvenientThere is an undeniable increase in demand for more convenient healthcare. In today’s episode, we are joined by thought leader and Chief Scientist for the Health and Human-Machine Systems Group at the Johns Hopkins Applied Physics Laboratory, Michael McShea, to talk about the why and how of making healthcare more convenient and helpful for patients. Join us for Part 2 of our series on Digital Innovation in Healthcare as we discuss how technology is helping healthcare providers work better, and patients heal better. In This Episode: [02:10] Introducing Michael and his thoughts on how...2021-12-0840 min
The Experience Strategy PodcastDigital Health Technology Improving Patient JourneysIn part 1 of our series on Digital Innovation in Healthcare In today’s episode, we’re discussing why now is the moment for healthcare to look at patient journeys through fresh eyes. Joined by Tom Donnelly, Ph.D., who has a background in psychology and leads the MedTech group at Branding Science, we look at how digital interventions can lead to better health outcomes and other ways technology can improve the patient experience. In This Episode: [01:50] Introducing Tom, what he’s been focusing on these days, and what drives him. [03:30] Patient journeys and how...2021-12-0136 min
The Experience Strategy PodcastHuman + Digital Support = MagicThere’s nothing better than a human to understand other humans. In today’s episode, we’re joined by Jess Lynch, Founder and CEO of Wishroute, to discuss the #1 thing most digital wellness companies are missing: human-powered accountability supported by technology. If it’s your job to help people achieve their goals, don’t miss this episode. In This Episode: [02:00] Introducing Jess and Wishroute. [10:36] Collecting meaningful data and having a human in the loop. [16:34] How Wishroute combines automation and humans for consistent, scalable, and high quality customer support. [19:04] Using meaningful data to motivate and support cus...2021-11-1738 min
The Experience Strategy PodcastMeaningful Patient Experiences and Digital Health SolutionsPatients are humans. The digital health landscape is constantly evolving, and there is a lot of opportunity for the US healthcare system to better utilize tools and data to improve the patient experience by viewing them as human beings with individual needs and values. In today’s episode, we’re looking at the intersection of healthcare and experience with Jan Oldenburg of Participatory Health Consulting. Tune in to hear how we can start doing better by patients. In This Episode: [01:30] Introducing Jan and her role at Participatory Health Consulting. [09:34] The complexities of the he...2021-11-1041 min
The Experience Strategy PodcastMeaningful Patient Experiences and Digital Health SolutionsPatients are humans. The digital health landscape is constantly evolving, and there is a lot of opportunity for the US healthcare system to better utilize tools and data to improve the patient experience by viewing them as human beings with individual needs and values. In today’s episode, we’re looking at the intersection of healthcare and experience with Jan Oldenburg of Participatory Health Consulting. Tune in to hear how we can start doing better by patients. In This Episode: [01:30] Introducing Jan and her role at Participatory Health Consulting. [09:34] The complexities of the he...2021-11-1041 min
The Experience Strategy PodcastThe Future of Smart FashionIn today’s episode, we imagine a world in which consumers have the knowledge and power to comprehend the impact of our garments throughout their life cycles. We are joined by Amy Lee, the Senior Trends and Insights Manager at Avery Dennison to learn the research, applications, and benefits of smart fashion technology like RFID. Listen in to learn how a little bit of data in just the right place can impact society as a whole. You don’t want to miss this one! In This Episode: [03:41] Introducing Amy, Avery Dennison, and RFID...2021-11-0335 min
The Experience Strategy PodcastThe New Era of Experience Management With Georgina NelsonMost businesses only collect feedback from 1% of their customers and by the time they’ve reviewed it, it’s too late to effectively respond. It’s time to address the problem of biased and irrelevant customer research. Georgina Nelson, Founder of TruRating, joins us to discuss how she’s helping her clients collect actionable and contextual customer feedback at point-of-sale. Tune in to hear why it’s time to let go of Net Promoter Score (NPS). In This Episode: [02:55] Introducing Georgina and TruRating. [04:02] Examining survey fatigue and the underrepresentation of customer experience. [07:54] The thesis behind TruRating. [11:25] Ensuring a...2021-10-2737 min
The Experience Strategy PodcastWhy Students Should Be Treated Like Customers with Cindy CasperIt’s time to start treating students like customers. Historically, higher education hasn’t leveraged modern customer experience techniques to support students throughout their journeys. In this episode, Cindy Casper, the first insights strategy consultant in higher education, makes the case for taking a fresh look at students’ needs. Tune in to discover the powerful insights and experience strategies Cindy and her team employed at Arizona State University to better support students at their institution. In This Episode: [02:28] Cindy’s transition from Sam’s Club to Arizona State University. [06:50] The downside of thinking that students need to prove th...2021-10-2038 min
The Experience Strategy PodcastThe Collaboratives With Mary PutmanIn this episode of The Experience Strategy Podcast, we are joined by Mary Putman, Lead Digital Strategist for The Collaboratives at Stone Mantel. We discuss how The Collaboratives make learning and research an interactive and transformative experience. Unlike conferences which provide ideas, but rarely support integration into your real-life scenarios, or traditional research that can cost hundreds of thousands of dollars per project, or development programs which can take years to complete, The Collaboratives teach you skills and frameworks to lead digital, hybrid, IRL Experience Strategy in your organization, while solving complex real-life problems at a fraction of the...2021-10-1335 min
The Experience Strategy PodcastWhat is Meaningful Motivation?More than ever, people expect their experiences with brands to motivate them to achieve their goals. We’ve done extensive research to understand what this takes and turned these insights into frameworks that any company can use. Tune in to learn powerful ways to design products and services that motivate and inspire! In This Episode: [00:53] What led Dave’s team to start exploring Meaningful Motivation. [05:52] How Meaningful Motivation is different from the ways people have thought about motivation in the past. [08:50] The value of purpose. [11:40] Understanding motivation and repairing trust with customers. [15:08] Breaking down the principles of M...2021-10-0634 min
The Experience Strategy PodcastWhat is Meaningful Motivation?More than ever, people expect their experiences with brands to motivate them to achieve their goals. We’ve done extensive research to understand what this takes and turned these insights into frameworks that any company can use. Tune in to learn powerful ways to design products and services that motivate and inspire! In This Episode: [00:53] What led Dave’s team to start exploring Meaningful Motivation. [05:52] How Meaningful Motivation is different from the ways people have thought about motivation in the past. [08:50] The value of purpose. [11:40] Understanding motivation and repairing trust with customers. [15:08] Breaking down the principles of M...2021-10-0634 min
The Experience Strategy PodcastAncient Principles for Staging Modern ExperiencesFrom Aristotle and Plato to modern brands like Disney and Apple, staging and storytelling have always been central to our experiences. Tune into today’s episode of The Experience Strategy Podcast to find out ways to use these timeless techniques to entice, engage and immerse your customer in your brand’s offerings. In This Episode: [00:55] What does economic progression have to do with birthday cakes? [05:25] What does staging experiences mean? [06:00] Aristotle and Plato used the same design principles as Apple and Disney. [08:45] The strategic power of unboxing? [15:00] One of the biggest mistakes companies are making is think...2021-09-2946 min
The Experience Strategy PodcastEcosystems of Wellbeing2020 reminded us that Wellness touches every part of our lives. As a result, companies are quickly discovering that workplace wellness is much more than in-house gyms, mindfulness apps, and healthy food in cafeterias. In this episode, we welcome Mia Kyricos, a globally respected thought-leader in the business of wellness, to explore the rapidly evolving landscape of Wellness and a uniquely integrated approach for helping organizations across all industries create purpose-driven wellness strategies designed to make companies, brands, services and colleagues inherently well. In This Episode: [03:00] Using wellness as a strategic differentiator in business. [05:30] It’s not ju...2021-09-2227 min
The Experience Strategy PodcastExperience First: Hotelifying Apartment LivingHow do you take a simple moment and turn it into something that is memorable every single day? Many of us have had wonderful experiences at hotels, but residential living has been slow to embrace the lessons of hospitality. In today’s episode of The Experience Strategy Podcast, we’re talking to Trevor Hightower, the founder of Craftwork, about creating meaningful moments for apartment residents and powerful ways to disrupt the residential real estate industry. In This Episode: [02:00] Building apartments has always been more about the physical space and less about the experience. Here’s how Craftwo...2021-09-1539 min
The Experience Strategy PodcastWhat the Heck is Experience Strategy Anyway?From Starbucks to Netflix, companies today are competing to disrupt the market and deliver the best possible customer experience. But what does it take to differentiate your brand and drive results for your customers and your bottom line? Tune into today’s episode as we explain just what Experience Strategy means, and why it matters. IN THIS EPISODE: [02:00] Dave explains what Business Strategy means. According to Michael Porter (a Harvard Business Guru), Business Strategy can be defined as a competitive position. [03:00] Dave defines Marketing Strategy by using Philip Kolter’s definition from Northwestern University. [7:00] Why it...2021-09-0835 min
The Experience Strategy PodcastWhat the Heck is Experience Strategy Anyway?From Starbucks to Netflix, companies today are competing to disrupt the market and deliver the best possible customer experience. But what does it take to differentiate your brand and drive results for your customers and your bottom line? Tune into today’s episode as we explain just what Experience Strategy means, and why it matters. IN THIS EPISODE: [02:00] Dave explains what Business Strategy means. According to Michael Porter (a Harvard Business Guru), Business Strategy can be defined as a competitive position. [03:00] Dave defines Marketing Strategy by using Philip Kolter’s definition from Northwestern University. [7:00] Why it...2021-09-0835 min
The Experience Strategy PodcastTime Well SpentIn today’s episode, we focus on a foundational strategic principle Experience Strategists call “time well spent.” Consumers have a choice about where to spend their time and money and those decisions are usually driven by how much value they get from an experience. Tune in to hear fresh ways for understanding the value of people’s time spent with your business, and how to design your service and products to create experiences that customers want to buy. IN THIS EPISODE: [01:30] Why businesses should pay attention to the Experience Strategy principle of “time well spent”. [05...2021-09-0128 min
The Experience Strategy PodcastTime Well SpentIn today’s episode, we focus on a foundational strategic principle Experience Strategists call “time well spent.” Consumers have a choice about where to spend their time and money and those decisions are usually driven by how much value they get from an experience. Tune in to hear fresh ways for understanding the value of people’s time spent with your business, and how to design your service and products to create experiences that customers want to buy. IN THIS EPISODE: [01:30] Why businesses should pay attention to the Experience Strategy principle of “time well spent”. [05...2021-09-0128 min
The Experience Strategy PodcastEmployee Engagement in a Post-Covid WorldCovid-19 fundamentally shifted the way most people work. For many companies it’s meant newly distributed workforces, and prompted a need to find innovative ways to create meaningful employee experiences. In this episode of The Experience Strategy Podcast, we are joined by Valarie Udeh, from one of the world’s largest aerospace and defense companies, BAE Systems, to explore powerful strategies for engaging a remote workforce, managing diverse employees, and cultivating company culture, no matter where your employees do their work. IN THIS EPISODE: [03:00] Valarie discusses her team at BAE Systems and her responsibilities. She exp...2021-08-2537 min
The Experience Strategy PodcastEmployee Engagement in a Post-Covid WorldCovid-19 fundamentally shifted the way most people work. For many companies it’s meant newly distributed workforces, and prompted a need to find innovative ways to create meaningful employee experiences. In this episode of The Experience Strategy Podcast, we are joined by Valarie Udeh, from one of the world’s largest aerospace and defense companies, BAE Systems, to explore powerful strategies for engaging a remote workforce, managing diverse employees, and cultivating company culture, no matter where your employees do their work. IN THIS EPISODE: [03:00] Valarie discusses her team at BAE Systems and her responsibilities. She exp...2021-08-2537 min
The Experience Strategy PodcastUnlocking Customer LoyaltyGetting a customer is one thing, but keeping them is the hard part. In this episode, Aransas and Dave speak with Heidi Bowman, a 30 year veteran in Marketing and Business Development and the VP of Marketing & Business Development at Silex Financial Group, a residential and commercial mortgage broker, about ways to keep customers connected to companies through experience strategies. IN THIS EPISODE: [02:30] How mortgage brokers differentiate themselves through their services and product offering. [06:00] Heidi says Silex sets itself apart from the competition by offering exclusive services to their clients. [12:00] Heidi describes the homebuying process for...2021-08-1848 min
The Experience Strategy PodcastUnlocking Customer Loyalty With Heidi BowmanGetting a customer is one thing, but keeping them is the hard part. In this episode, Aransas and Dave speak with Heidi Bowman, a 30 year veteran in Marketing and Business Development and the VP of Marketing & Business Development at Silex Financial Group, a residential and commercial mortgage broker, about ways to keep customers connected to companies through experience strategies. IN THIS EPISODE: [02:30] How mortgage brokers differentiate themselves through their services and product offering. [06:00] Heidi says Silex sets itself apart from the competition by offering exclusive services to their clients. [12:00] Heidi describes the homebuying process for...2021-08-1848 min
The Experience Strategy PodcastThemes, Adventures, and Shopper Identities at Trader Joe'sSHOW NOTES: The experience of food shopping is fundamentally about reliability and consistency, but standout brands like Trader Joe’s use powerful Experience Strategies to differentiate their brands, add meaning and value for consumers, and build loyal fan bases. In this episode of the Experience Strategy Podcast, NYC-based blogger Halle Sarfin chats with Aransas and Dave about her love for grocery shopping at Trader Joe’s and what keeps her coming back IN THIS EPISODE: [02:00] Halle shares what motivated her to create a platform for sharing positive and motivational vibes that could help he...2021-08-1127 min
The Experience Strategy PodcastThemes, Adventures, and Shopper Identities at Trader Joe'sSHOW NOTES: The experience of food shopping is fundamentally about reliability and consistency, but standout brands like Trader Joe’s use powerful Experience Strategies to differentiate their brands, add meaning and value for consumers, and build loyal fan bases. In this episode of the Experience Strategy Podcast, NYC-based blogger Halle Sarfin chats with Aransas and Dave about her love for grocery shopping at Trader Joe’s and what keeps her coming back IN THIS EPISODE: [02:00] Halle shares what motivated her to create a platform for sharing positive and motivational vibes that could help he...2021-08-1127 min
The Experience Strategy PodcastUnpacking The Experience Pioneers EpisodeYour hosts, Aransas and Dave, recently had the opportunity to speak with the true pioneers of Experience Strategy, Lou Carbone, Joe Pine, and Bernd Schmitt for a previous episode of The Experience Strategy Podcast. These pioneers shared so much valuable information that Aransas and Dave decided to sit down together and thoroughly unpack the ‘aha moments’ from that episode. Tune in to hear a breakdown of the key lessons these Pioneers shared. IN THIS EPISODE: [01:22] Lou Carbone discusses how experiences can transform companies and their employees. [03:00] Dave unpacks Lou’s description of the experiences he had a...2021-08-0437 min
The Experience Strategy PodcastUnpacking The Experience Pioneers EpisodeYour hosts, Aransas and Dave, recently had the opportunity to speak with the true pioneers of Experience Strategy, Lou Carbone, Joe Pine, and Bernd Schmitt for a previous episode of The Experience Strategy Podcast. These pioneers shared so much valuable information that Aransas and Dave decided to sit down together and thoroughly unpack the ‘aha moments’ from that episode. Tune in to hear a breakdown of the key lessons these Pioneers shared. IN THIS EPISODE: [01:22] Lou Carbone discusses how experiences can transform companies and their employees. [03:00] Dave unpacks Lou’s description of the experiences he had a...2021-08-0437 min
The Experience Strategy PodcastMeaningful Experiences at Milk Bar BrooklynWelcome to this episode of The Experience Strategy Podcast! Aransas and Dave are joined today by Kylie Sachs, the owner of two thriving Milk Bar Cafes in Brooklyn, New York. Kylie’s café venture started in 2016 as a significant career and lifestyle change. Prior to making the switch to café/restaurant life, Kylie spent more than 20 years in management and finance at growing companies. Tune in to this episode as Aransas and Dave talk with Kylie about her “Team First” approach to running a business and how she achieves positive customer experiences. You don’t want to miss this insightful...2021-07-2840 min
The Experience Strategy PodcastMeaningful Experiences at Milk Bar BrooklynWelcome to this episode of The Experience Strategy Podcast! Aransas and Dave are joined today by Kylie Sachs, the owner of two thriving Milk Bar Cafes in Brooklyn, New York. Kylie’s café venture started in 2016 as a significant career and lifestyle change. Prior to making the switch to café/restaurant life, Kylie spent more than 20 years in management and finance at growing companies. Tune in to this episode as Aransas and Dave talk with Kylie about her “Team First” approach to running a business and how she achieves positive customer experiences. You don’t want to miss this insightful...2021-07-2840 min
The Experience Strategy PodcastThe Power of Omni-Channel Experience Strategies with Liz GrausamWelcome to this episode of The Experience Strategy Podcast! Aransas and Dave are joined today by tech executive Liz Grausam, who shares her personal experience consolidating her finances. Managing personal finances has become an epic chore for many consumers. Big banks, burdened by outdated technology, aren’t making it easier for consumers to choose them in an increasingly competitive market. In this episode we look at the cost of tech debt on the customer experience, and ways businesses can use omni-channel experience strategies to create lasting loyalty. In This Episode: [03:00] After Liz left her job...2021-06-3027 min
The Experience Strategy PodcastThe Power of Omni-Channel Experience StrategiesWelcome to this episode of The Experience Strategy Podcast! Aransas and Dave are joined today by tech executive Liz Grausam, who shares her personal experience consolidating her finances. Managing personal finances has become an epic chore for many consumers. Big banks, burdened by outdated technology, aren’t making it easier for consumers to choose them in an increasingly competitive market. In this episode we look at the cost of tech debt on the customer experience, and ways businesses can use omni-channel experience strategies to create lasting loyalty. In This Episode: [03:00] After Liz left her job...2021-06-3027 min
The Experience Strategy PodcastExperience PioneersIn this episode, Aransas and Dave are joined by the experience strategy pioneers, Lou Carbone, Joe Pine, and Bernd Schmitt to take us back to the birth of Experience Strategy, Design and Marketing. In this episode we dig into the cultural and business forces that drove the experience revolution, explore how experience strategy has transformed business development, product design, and marketing, and discover what these pioneers predict is on the horizon. In This Episode: [03:12] Lou Carbone talks about his career background in advertising [08:55] Aransas speaks with Bernd about creating and selling consumers an experience, n...2021-06-3056 min
The Experience Strategy PodcastA Spotlight on SpotifyWelcome to the Experience Strategy Podcast! Today we are shining a spotlight on Spotify. Spotify has completely transformed how we listen to music forever. Launched in 2008, Spotify has grown to have over 356 millions users and includes a free or premium membership to access exclusive features of music listening, offline access, and ad free listening experiences. Spotify has found a way to connect with consumers on a deep level of emotional response by noticing our likes and dislikes in music and even offering new suggestions for you to discover. Your hosts Aransas and Dave welcome guest Margaret Callcott to talk...2021-06-3032 min
The Experience Strategy PodcastExperience PioneersIn this episode, Aransas and Dave are joined by the experience strategy pioneers, Lou Carbone, Joe Pine, and Bernd Schmitt to take us back to the birth of Experience Strategy, Design and Marketing. In this episode we dig into the cultural and business forces that drove the experience revolution, explore how experience strategy has transformed business development, product design, and marketing, and discover what these pioneers predict is on the horizon. In This Episode: [03:12] Lou Carbone talks about his career background in advertising [08:55] Aransas speaks with Bernd about creating and selling consumers an experience, n...2021-06-3056 min
The Experience Strategy PodcastSpotlight on Spotify with Margaret CallcottWelcome to the Experience Strategy Podcast! Today we are shining a spotlight on Spotify. Spotify has completely transformed how we listen to music forever. Launched in 2008, Spotify has grown to have over 356 millions users and includes a free or premium membership to access exclusive features of music listening, offline access, and ad free listening experiences. Spotify has found a way to connect with consumers on a deep level of emotional response by noticing our likes and dislikes in music and even offering new suggestions for you to discover. Your hosts Aransas and Dave welcome guest Margaret Callcott to talk...2021-06-3032 min
The Experience Strategy PodcastGetting to know Dave and AransasWelcome to the Experience Strategy Podcast, the only podcast focused on the challenges of creating and executing an experience strategy. In this debut episode, your hosts, Aransas Savas and Dave Norton welcome you to their new podcast. Aransas is a coach and Experience Designer who has worked with leading consumer brands for the last 20 years. Dave is an Experience Strategist and the founder of the Insights Consultancy, Stone Mantle and author. Listen in to learn a little more about Dave and Aransas and the ways this show is going to tap into smart consumers, small b...2021-06-2620 min
The Experience Strategy PodcastGetting to know Dave and AransasWelcome to the Experience Strategy Podcast, the only podcast focused on the challenges of creating and executing an experience strategy. In this debut episode, your hosts, Aransas Savas and Dave Norton welcome you to their new podcast. Aransas is a coach and Experience Designer who has worked with leading consumer brands for the last 20 years. Dave is an Experience Strategist and the founder of the Insights Consultancy, Stone Mantle and author. Listen in to learn a little more about Dave and Aransas and the ways this show is going to tap into smart consumers, small b...2021-06-2620 min