Dave Norton - Ensure Your Customer's Time is Well Spent

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:

• Dave's site - Stone Mantel
• Dave’s site - The Collaboratives
• Dave's podcast - Experience Strategy Podcast
• Dave on LinkedIn