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:

Flashback: How to Adopt a Learner’s Mindset with Rachel Carlson of Guild Education