What's Next! with Tiffani Bova

Tapping Into Experience Innovation with Allen Adamson

Aug 17, 2023

Distinguished branding expert Allen Adamson discusses the importance of delivering exceptional customer experiences in a competitive market. He shares 8 lenses to help companies stand out and emphasizes the need for marketers to offer ideas to customers and assess their feedback. The podcast also explores market perspectives on AI, the metaverse, and skydiving, as well as the impact of the pandemic on consumer behavior. Additionally, it emphasizes the challenges marketers face in a multichannel world and the significance of understanding customer needs and creating extraordinary experiences.

26:30

Creator website

Episode guests

Allen Adamson

AI Summary

AI Chapters

Episode notes

Podcast summary created with Snipd AI

Quick takeaways

Delivering a satisfactory product is no longer enough to stand out; companies must provide an exceptional customer experience by identifying and reimagining a whole new way to serve their customers.

Instead of relying on customers to spearhead innovation, marketers should offer ideas to customers and assess their feedback, as most customers don't know how their lives could be better.

Deep dives

The Power of Fresh Perspective

Alan Addamson emphasizes the importance of approaching marketing with a fresh pair of eyes. In today's rapidly changing landscape, relying on traditional strategies and assuming customer satisfaction can be detrimental. By observing customers and imagining new solutions to their problems, marketers can stay ahead of the competition and make their companies more relevant. The key is to push the customer with new ideas and catalysts, rather than simply asking them how they feel about existing products or services.

Introduction

2min

AI Marketers, the Metaverse, Skydiving, and the Importance of a Fresh Perspective

2min

Adapting to Change and Finding Innovative Solutions

2min

Navigating the Challenges of Marketing in a Multichannel World

2min

The Importance of Understanding Customer Needs

17min

Understanding KPIs and Metrics for Marketers and Leaders

3min

Welcome to the What's Next! Podcast with Tiffani Bova.

This week I’m thrilled to bring you an episode of What’s Next! Podcast with a distinguished branding expert, Allen Adamson.

For the past several years, Allen has been an adjunct professor at New York University's Stern School of Business, where he also serves as the brand expert in residence at Berkeley Center for Entrepreneurship.

His previous books, including Brand Simple and, most recently, Shift Ahead, are used as textbooks in higher education business programs nationwide.

His latest book, Seeing the How, spotlights companies that have radically changed working life as usual by identifying and reimagining a whole new way to provide an overall better customer experience.

THIS EPISODE IS PERFECT FOR… marketers who want to reimagine the customer experience.

TODAY’S MAIN MESSAGE… delivering a satisfactory product is no longer a strong enough competitive advantage. In a sea of competition, Allen argues the way to stand out is to provide an exceptional customer experience. He details 8 lenses that will reveal the areas where a company can stand out.

WHAT I LOVE MOST… you can’t rely on customers to spearhead your innovation. Although surveys can provide meaningful insight, most customers don’t know how their life could be better. Instead, Allen suggests offering ideas to customers and then assessing their feedback.

Running Time: 26:29

Subscribe on iTunes

Find Tiffani on Social:

Find Allen Online:

Allen’s Book: