In this week’s episode of the SIMPLE brand podcast, I talk with Dave Norton.
Dave’s the Founder and Principal of Stone Mantel, an insights consultancy focused on helping companies create meaningful experiences for their customers.
And he co-hosts the Experience Strategy Podcast where he explores how organizations create deep and meaningful relationships with their customers.
Dave and I discuss all the right ways to design your customer experience so that your customers won’t see it as time wasted - but rather as time well saved, time well invested, and especially time well spent.
Here’s what we discuss:
- With all the apps that promised to help save time, people feel like they have less time
- Brands make the mistake of focusing on convenience without considering time spent
- The difference among time well spent, time well saved, and time well invested in experiences
- How to be purposeful in focusing on time in your customer experience
- Focusing too much on customer segments and personas can limit innovative thinking
- More successful disruptors focus on situations and problems to solve vs a customer persona
- How to find out if your customers consider their experience time well spent
- The ideal way to pinpoint specific interactions to focus on to make time better
- How to proactively deal with the uncertainty of evolving customer expectations
RESOURCES FROM THIS EPISODE:
