The Experience Strategy Podcast

In this episode of the Experience Strategy Podcast, hosts Joe Pine, Dave Norton, and Aransas Savas discuss their recent experiences at the Arival Conference and The Collaboratives, focusing on the evolving landscape of travel experiences and the impact of AI on search and social proof. They emphasize the importance of human connection in the age of AI, the significance of time well spent, and the necessity for companies to have a distinct point of view to thrive in a competitive market. Takeaways AI searches are five times longer than traditional searches. Web crawlers for AI tools are limited and slow. Search can be considered an experience in itself. The importance of social proof is increasing in search results. Human connection is essential in the age of AI. A good tour guide can significantly enhance the experience. Companies must have a unique point of view to survive. The concept of time well spent is crucial for success. Sameness in offerings will be a challenge for businesses. Continuous learning and adaptation are vital for experience strategists. Chapters 00:00 Introduction to the Experience Strategy Podcast 01:29 Insights from the Arrival Conference 05:50 The Impact of AI on Search and Experience 12:11 The Importance of Human Connection 19:00 Time Well Spent: A New Perspective 23:18 Conclusion and Future Directions   Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com  

Adweek just did a write up on Uber's new ad campaign and we found reasons to concur with the article and take what Uber is doing farther. In this episode of the Experience Strategy Podcast, hosts Aranzas Savas, Joe Pine, and Dave Norton discuss Uber's new advertising campaign, focusing on its storytelling approach and the importance of experiences in marketing. They explore how Uber positions itself as a service that enables meaningful experiences, the emotional, social, and systemic jobs it could fulfill, and the broader implications for brands in commoditized industries. The conversation also delves into the significance of modes and situations in user experience, and how universal storytelling can resonate with diverse audiences. Takeaways Uber's new campaign emphasizes storytelling over traditional advertising. Experiences are crucial for differentiation in a commoditized market. Uber positions itself as an enabler of meaningful experiences. The campaign highlights reliability and dependability as key selling points. Emotional and social jobs are opportunity areas for Uber experiences. The storytelling is both universal and situational--and Tiktokky Modes and situations play a significant role in Uber experiences. Chapters 00:00 Introduction to Uber's New Campaign 01:40 The Power of Storytelling in Advertising 04:00 Experiences as Differentiation in Marketing 07:28 The Role of Uber in Enabling Experiences 09:47 Promises and Expectations in Service 12:06 Social and Emotional Jobs of Uber 13:47 Aspirational and Systemic Jobs to Be Done 16:35 Modes and Situations in User Experience 20:17 Universal Storytelling in Advertising 22:24 Conclusion and Future Discussions Read more https://www.adweek.com/brand-marketing/uber-drives-home-the-power-of-showing-up-in-new-on-our-way-ad/ Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com  

In a recent HBR article, Yang Li shares his theory for how Pop Mart won young customers.  But we think that fragmented attention is not what Pop Mart has mastered. Instead, they have mastered markets within/situational markets. In this conversation, the speakers delve into emphasizing the importance of customer engagement and customization. They discuss Pop Mart's innovative strategies for capturing consumer attention and fostering a sense of belonging among customers. The dialogue also explores the evolution of market segmentation, the significance of creating immersive experiences, and the need for brands to prioritize experience over traditional branding methods.  Other brands discussed include Ffern, Lego, and Cracker Jacks.  Takeaways Attention is one of the three currencies of the experience economy. It's not an economy.  Pop Mart's success only partially lies in addressing fragmented consumer attention. Demographics are not effective for understanding individual consumers. Brands must cultivate surprise and delight and a sense of belonging. Timeless principles of experience design are still relevant today. Fusing real and virtual experiences can enhance customer engagement. Brands should focus on creating immersive experiences at home. The experience is more important than the brand itself. Packaged goods companies should prioritize customer experience in their strategies. Chapters 00:00 Understanding the Experience Economy 02:54 Pop Mart's Success in the Market 05:50 The Evolution of Market Segmentation 08:57 Creating Loyalty and Belonging 11:58 The Role of Surprise and Anticipation 15:03 Fusing Real and Virtual Experiences 17:57 Lessons from Pop Mart for Other Brands   Read more https://hbr.org/2025/07/how-pop-mart-won-young-customers-in-a-fragmented-attention-economy Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com  

Lil’ Miquela and Mia Zelu have millions of followers and generate serious income, despite being created with artificial intelligence. A recent article in the NY Times caught our attention and we just had to weigh in on how AI influencers are changing the way customers think about what they can trust. In this episode of the Experience Strategy podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the intriguing world of AI influencers, exploring their rise, the complexities of trust and authenticity in the digital age, and the implications for the future of influencer experiences. They discuss the evolving nature of social proof, the role of empathy in AI, and how brands can navigate the changing landscape of consumer relationships. The conversation highlights the need for transparency and authenticity in experience strategies, as well as the potential shift towards hyperlocal influencers. Takeaways AI influencers are gaining popularity and generating significant income. Parasocial relationships with AI are becoming more common. Trust in AI influencers is complex and multifaceted. Authenticity is increasingly important in the digital age. Social proof is being redefined in the context of AI. The role of empathy in AI is a contentious topic. Brands need to be transparent about AI-generated content. Micro-influencers may become more valuable than traditional influencers. Understanding customer needs is crucial for effective marketing. The future of AI and human relationships is uncertain and thought-provoking. Chapters 00:00 Introduction to AI Influencers 02:44 The Rise of AI Personalities 05:54 Trust and Authenticity in AI 08:53 The Evolution of Social Proof 11:53 AI and Empathy: A Complex Relationship 14:48 The Role of Brands and Influencers 17:47 Lessons for Experience Strategists 20:46 The Future of AI Storytelling 23:43 Conclusion and Reflections   Read more https://www.nytimes.com/2025/09/03/style/ai-influencers-lil-miquela-mia-zelu.html Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

In The New York Times article written by Daniel Currell, the author/consultant contents that Disney's tiered system is designed to target affluent guests, not middle class people. In this episode of the Experience Strategy Podcast, hosts Joe Pine, Dave Norton, and Aransas Savas discuss the article about Disney's transformation from an egalitarian experience to a tiered system. They explore the implications of this shift on the middle class, the increasing value placed on experiences, and the desire for connection among visitors. The conversation delves into the role of services, time value, and the exclusivity of certain experiences, ultimately addressing the future of Disney and its expansion opportunities. This episode is brought to you by The Cargo Agency and Feedback Now. Takeaways Disney has shifted from an egalitarian mindset to a tiered system. The value of experiences has increased significantly over the years. Wealth impacts the amount of time one can spend enjoying experiences. Visitors seek connective experiences with loved ones. Services play a crucial role in enhancing the overall experience. Having multiple channels is a key strategy for growth. Club 33 represents the only exclusive experience in the park. Time is a critical currency in the experience economy. Disney's pricing strategy reflects the value of experiences. The future of Disney may involve expansion and innovation.  Chapters 00:00 Introduction to the Experience Economy 00:26 Disney's Shift from Egalitarianism 01:44 The Value of Experience and Pricing 05:21 The Impact of Wealth on Experience 06:47 The Desire for Connection in Experiences 09:54 The Role of Services in Enhancing Experiences 12:03 Gamification and the Disney Ecosystem 15:47 The Exclusivity of Club 33 18:03 Time as a Currency in Experiences 21:18 The Future of Disney and Expansion Ideas Read more https://www.nytimes.com/2025/08/28/opinion/disney-world-economy-middle-class-rich.html?unlocked_article_code=1.iU8.Yl9x.HdJppkkpqYcr&smid=url-share Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

In an August 14th Vogue Business article by Madeleine Schultz , Saks Global, the parent company of Saks Fifth Avenue, Neiman Marcus and Bergdorf Goodman, discussed its personalisation strategy and an investment of $600 million for it's new platform. The only problem is: based on the article, we think they got it wrong. In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the evolving landscape of personalization in retail, particularly focusing on Saks Global's new strategies. They discuss the importance of understanding customer modes, the role of contextual data, and the challenges faced by traditional personalization approaches. The conversation highlights the need for brands to meet customers where they are, especially in the age of social shopping, and emphasizes the integration of online and offline experiences to enhance customer engagement. This episode is brought to you by The Cargo Agency and Feedback Now. Takeaways Personalization is a form of customization for individuals. Saks has invested heavily in personalization strategies. Modes thinking is crucial for effective personalization. Contextual data is essential for understanding customer needs. Traditional personalization approaches may feel outdated. Social shopping is a growing trend in retail. Brands must meet customers where they are online. Integration of online and offline experiences is key. Personalization should not just be about demographics. The future of retail lies in innovative and brave strategies. Chapters 00:00 Introduction to Personalization in Retail 02:57 Exploring Hyper-Personalization Strategies 05:55 The Importance of Context in Personalization 09:05 The Role of AI and Machine Learning 11:57 Challenges of Traditional Retail Personalization 14:49 The Shift Towards Social Shopping 17:45 Integrating Online and Offline Experiences 20:48 Future Directions for Retail Personalization Read more https://www.voguebusiness.com/story/consumers/inside-saks-globals-personalisation-strategy?utm_source=chatgpt.com Podcast Sponsors: Learn how to inspire advocacy https://www.thecargoagency.com Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com  

Q2 of the US economy was very kind to movie theaters who are still recovering from the pandemic. AMC's financial performance and the evolving landscape of cinema experiences suggests a rebirth for badly bitten sector. Thanks to A Minecraft Movie and other blockbusters, we are finally seeing the repurposing of movie theater. The hosts explore the importance of community and shared experiences in film, the role of content quality, and innovative strategies to engage audiences. The conversation emphasizes the need for theaters to enhance the overall experience to attract viewers back, highlighting the significance of immersive and communal elements in the movie-going experience. Takeaways The pandemic significantly impacted the experience sector, especially movie theaters. Improving the theater experience can lead to increased attendance. A Mindcraft Movie and other blockbusters created tremendous box office revenues. Content quality is crucial for drawing audiences back to theaters. Community experiences enhance the enjoyment of films. Innovative strategies can create shareable moments in cinema. Theaters need to focus on creating immersive experiences. Audience engagement is key to the future of cinema. Shared experiences can drive social media buzz and virality. The movie industry must adapt to changing viewer preferences. Designing for different viewing modes can enhance the cinema experience. Chapters 00:00 Introduction to the Experience Economy 01:15 The Impact of the Pandemic on Movie Theaters 03:33 The Premiumization of Movie Experiences 05:34 Challenges of Movie Theater Experiences 08:17 The Success of Community-Driven Films 12:30 Creating Shareable Experiences in Theaters 16:46 The Role of Experience in Movie Theaters 20:45 Conclusion and Broader Implications   Read more https://www.wsj.com/business/earnings/amc-posts-narrower-loss-as-sales-surge-7c161073?st=pqPSLX&reflink=desktopwebshare_permalink https://screenrant.com/a-minecraft-movie-chicken-jockey-scene-audience-reactions-explained/?utm_source=chatgpt.com Podcast Sponsor: Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss a recent episode of the Diary of a CEO featuring Mo Gawdot, who predicts a dystopian future driven by technology and AI. The conversation explores themes of transformation, the value of work, and the implications of AI on jobs and society. The hosts critique Mo Gawdot's techno-extremism and emphasize the importance of hope and purpose in navigating the future. Using insights from The Experience Economy, from Experience Strategy, and human behavior, they argue for a bright future for those focused on customer's needs and desires Takeaways Mo Gawdot predicts a 15-year dystopia followed by a utopia. Critique of techno extremism highlights the need for balance. Transformation is key to the future economy. Work provides purpose and meaning to individuals. AI will create new jobs, not eliminate them. Gawdot argues against hope and against innovation Embracing AI is crucial for future success. People are resources that drive innovation. Experience strategists need to develop a strategic point of view to thrive in the future Chapters 00:00 Introduction to the Experience Strategy Podcast 01:26 Mo Gawdot's Dystopian Predictions 02:54 Critique of Techno-Extremism 05:19 Transformation vs. Dystopia 10:24 The Role of Work in Human Dignity 14:41 AI and the Future of Work 18:59 Hope and Transformation 22:55 The Last Mile Issue in Automation 25:02 Future Skills for Experience Strategists   Read more https://open.substack.com/pub/theexperiencestrategist/p/the-future-is-uncertain-and-bright?r=257bs3&utm_campaign=post&utm_medium=web&showWelcomeOnShare=false Podcast Sponsor: Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

The Experience Strategy Podcast is available on all major podcast platforms for free.  In this episode, the hosts discuss the complexities of tourism in Italy, particularly focusing on the balance between local experiences and tourist demands. They explore the impact of consumer behavior on travel, the need for sustainable tourism practices, and the importance of transformational travel that benefits local communities. The conversation emphasizes the necessity for destinations to adapt to changing trends and the value of holistic travel experiences that respect both tourists and residents. Takeaways In Europe, tourists are getting squirted by residents and Bezos and Sanchez's wedding makes locals mad. Italy's tourism faces challenges balancing local needs and tourist demands. The concept of slow tourism promotes quieter, more authentic experiences. Tourism should support local economies and respect residential areas. Consumer behavior in travel is increasingly influenced by social media. Destinations need to adapt quickly to changing trends and demands. Transformational travel can enhance community engagement and support. Tourist fees can help fund local infrastructure and services. A subscription model for travel experiences could foster repeat business. Travel experiences should cater to diverse traveler needs and preferences. Holistic travel experiences encompass cultural, environmental, and community aspects. Chapters 00:00 Exploring the Vibrancy of Italy 06:14 The Challenges of Mass Tourism 12:11 Adapting to Changing Consumer Demands 18:10 Transformational Travel and Community Impact 23:17 The Future of Travel Experiences Read more https://fortune.com/2024/07/09/barcelona-residents-fed-up-with-tourism-squirting-visitors-with-water-guns/ https://www.tourism-review.com/italy-draws-visitors-with-its-fancy-experiences-news15039 https://www.businessinsider.com/glad-we-did-not-buy-one-dollar-italy-home-2024-12 https://www.nytimes.com/2025/06/20/style/jeff-bezos-lauren-sanchez-wedding.html https://www.nytimes.com/2025/06/15/travel/europe-tourism-protests.html   Podcast Sponsor: Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot   Learn more about Stone Mantel https://www.stonemantel.co   Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com

This episode builds on Dave Norton's article on Substack about Kate King's report in the Wall Street Journal: Can the French Reinvent America's Broken Department Store Model. Aransas Savas, Joe Pine, and Dave Norton discuss the evolving landscape of retail, particularly focusing on the experiential model as exemplified by the French department store Printemps. They explore the differences between traditional American department stores and European models, emphasizing the importance of creating engaging experiences that encourage customers to linger. The conversation also touches on metrics for measuring success in experiential retail and highlights case studies like La Varia Leo bookstore, while critiquing Macy's for missing opportunities to connect with consumers. Takeaways The American department store model is in decline. Experiential retail focuses on creating reasons for customers to stay. Time spent in a retail space correlates with increased sales. European department stores are thriving by offering immersive experiences. Retailers need to shift from product staging to experience staging. Metrics for success should include time well spent and revenue increases. Charging for experiences can turn marketing into a profit center. La Varia Leo bookstore successfully monetized its experience. Macy's has not adapted to the experiential retail trend. Retailers must innovate to compete with online shopping. Sound bites "It's about time well spent." "You want to hang out there." "Macy's has done none of this." Chapters 00:00 Introduction to the Experience Economy 02:46 The European Retail Experience 11:30 Transformative Retail Experiences 19:58 Metrics for Success in Retail 23:35 The Future of Retail Experiences   Read more https://www.wsj.com/real-estate/commercial/can-the-french-reinvent-americas-broken-department-store-model-ff719a4a?st=9K6WB8&reflink=desktopwebshare_permalink https://theexperiencestrategist.substack.com/p/america-looks-to-europe-to-reinvigorate Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Learn more about Stone Mantel https://www.stonemantel.co Sign up for the Experience Strategist Substack here: https://theexperiencestrategist.substack.com