The Experience Strategy Podcast

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 Traditional personalization approaches may feel outdated.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  

This discussion dives into the Atlanta Braves' innovative business model with the Battery Atlanta, showcasing how it transforms the ballpark into a vibrant year-round destination. The hosts explore the shift towards experience-first strategies in sports and retail, emphasizing the importance of creating holistic experiences. They highlight potential transformations in healthcare environments and the broader economic implications of experience-driven urban spaces, illustrating how sports venues can drive community engagement and attract tourism.

In this episode, we dive into the intriguing world of integration therapies within Silicon Valley's tech culture. Inspired by a Wall Street Journal article, we discuss how psychedelics are becoming mainstream among tech workers, leading to the rise of integration therapists. These professionals help individuals process their experiences with substances like ayahuasca and psilocybin, aiming to combat burnout and unlock creativity. We explore the therapeutic potential and unintended consequences of this trend, including the phenomenon of workers leaving the industry after profound experiences. Takeaways Psychedelics are becoming mainstream in Silicon Valley. Integration therapy is essential for processing psychedelic experiences. Many tech workers face existential crises after psychedelic use. Therapeutic use of psychedelics is viewed positively by some. Reflection is crucial for meaningful transformation. Journaling can enhance personal agency and clarity. Travel can provide new perspectives for personal growth. Integration helps sustain the benefits of transformative experiences. Companies can benefit from encouraging reflection among employees. The conversation around psychedelics is evolving and complex.   Chapters 00:00 Introduction to Psychedelics in Silicon Valley 02:09 The Role of Integration Therapies 05:57 Therapeutic Uses of Psychedelics 09:57 Moral Perspectives on Psychedelics 14:10 Transporting vs. Transformative Experiences 18:20 The Power of Journaling and Reflection 21:44 Encapsulation and Integration in Transformation 23:57 Conclusion and Reflections on the Discussion   Read More: https://www.wsj.com/lifestyle/so-you-took-ayahuasca-the-therapist-will-see-you-now-eee7476b?st=8GRcX3&reflink=desktopwebshare_permalink 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 the intersection of aging and technology, particularly focusing on how technology can be designed to support cognitive health as we age. They reflect on a personal article by Robert Fabricant in Fast Company that challenges the current approach to technology for the aging population, advocating for ambient adaptive technology that promotes dignity and agency. The conversation explores the need for AI design that accommodates cognitive decline, the importance of contextual awareness in technology, and the potential for transformational technology to enhance the quality of life for older adults. This podcast is brought to by Feedback Now, the world’s best solution for real-time feedback. Takeaways: AI Technology should be designed for aging well. Cognitive decline requires specific support. Adaptive technology can enhance dignity in aging. Ideally AI should passively support people in cognitive decline Contextual awareness can improve how people engage with tool. Designing for accessibility benefits everyone. Transformational technology can maintain cognitive function. Data can empower users to understand their health better. The future of technology lies in integration with life systems.   Chapters” 00:00 Introduction to the Experience Strategy Podcast 01:17 Reflections on Aging and Technology 04:12 The Role of Adaptive Technology 12:03 Contextual Experience Design 15:52 Superpowers and Cognitive Support 20:39 The Future of Health Technology 23:54 Designing for Resilience vs. Performance Read More: https://www.fastcompany.com/91350804/why-im-wishing-for-different-technology-on-fathers-day 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 Airbnb's recent rebranding and its shift from a focus solely on home bookings to a more holistic approach that includes services and experiences. They explore the implications of this transformation for the travel industry, emphasizing the importance of authenticity, operational platforms, and the experience economy. The conversation highlights the potential for Airbnb to create unique, transformative travel experiences that resonate with customers' desires for connection and personal growth. Takeaways Airbnb is evolving from just home bookings to offering services and experiences. Transformative travel is about creating lasting changes in identity and aspirations. Airbnb's operational platform can help travelers manage their entire itinerary. Authenticity in travel experiences is key to perceived value. Experience stacking allows for unique offerings that enhance customer engagement. The shift from a sharing economy to an experience economy is crucial for value creation. Vetting experiences builds trust and enhances customer satisfaction. Airbnb's community aspect deepens the travel experience. The future of travel will focus on personalized and bespoke experiences. Airbnb's approach could raise the standard for the entire travel industry. Chapters 00:00 The Evolution of Airbnb: A New Era in Travel 03:24 Transformative Experiences: Beyond Just Stays 06:16 Operational Platforms: The Future of Travel Itineraries 09:12 Authenticity in Travel: The Airbnb Advantage 14:50 The Shift from Sharing to Experience Economy 17:33 Creating Value Through Experiences 20:34 The Role of Trust and Vetting in In Destination Experiences 23:27 The Future of Airbnb and the Experience Economy   Read More: https://news.airbnb.com Register for a free pilot program with Feedback Now https://marketing-info.feedbacknow.com/free-pilot Register for the free membership in the Collaboratives here: https://www.thecollaboratives.com/contest Sign up for the Experience Strategist Substack here: The Experience Strategist A newsletter about creating value for customers, employees, and companies. By Dave Norton  

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss fashion group Zara's innovative travel mode, which allows users to shop for products while traveling. They explore the concept of 'modes'—temporary mindsets and behaviors that influence customer experiences—and how Zara's travel mode can enhance customer engagement. The conversation delves into the importance of context, opportunities for improvement, and the potential for community building through social media. The hosts emphasize the dynamic nature of modes and the need for behavioral science to further explore this concept. Takeaways Zara's travel mode allows shopping while traveling. Modes are temporary mindsets that influence behavior. Travel mode operates without internet access, enhancing usability. Anticipating customer context is crucial for effective modes. Supporting customer modes can create more buying opportunities. Zara's travel mode is a key conversion strategy. Leveraging community and social media can enhance customer experience. Zara should focus on its strengths in fashion. Behavioral science should study modes more extensively. The dynamic nature of modes offers opportunities for brands. Chapters 00:00Exploring Zara's Travel Mode Initiative 06:01Understanding Human Modes vs. Technology Modes 08:45The Importance of Context in Customer Experience 14:49Evaluating the Effectiveness of Zara's App Features 17:43Leveraging Community and Social Media for Engagement 20:47The Role of Behavioral Science in Understanding Modes 26:46Future Directions and Listener Engagement