The Experience Strategy Podcast

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

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss a Wall Street Journal article written by Jennifer Williams about retail, focusing on how major brands are intentionally slowing down the shopping experience to enhance customer engagement. They explore the importance of creating meaningful experiences, the lessons learned from Toys R Us, and the need for authenticity in retail strategies. The conversation emphasizes measuring success beyond traditional sales metrics and highlights the future of experience-led brands. Takeaways The longer someone spends in a store, the more likely they are to convert into a purchaser. Retailers are adding experiences to encourage customers to linger longer. Time well spent is a key concept in enhancing customer experience. Experiences must be meaningful and relevant to the brand. Toys R Us failed to create relevant experiences for their target audience. Lego gets it. Camp.com gets it. Retail success should be measured by time value, not just sales per square foot. Authenticity in brand experiences is crucial for customer loyalty. Walmart is evolving to compete with experiential brands. Experience-led brands can charge for their unique offerings. Read More: https://www.wsj.com/articles/shop-slow-spend-more-the-retailers-hoping-that-customers-linger-0c87ea24?st=etbsMd&reflink=desktopwebshare_permalink https://camp.com Register for the free membership in the Collaboratives here: https://www.thecollaboratives.com/contest 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 Tony Bates article in Fortune Magazine on the intersection of empathy, AI, and customer experience. They explore how empathy is often seen as a critical component in business interactions, especially in the context of AI's role in enhancing customer service. The conversation delves into the nuances of sympathy versus empathy, the importance of emotional jobs in customer interactions, and the need for businesses to differentiate themselves through human elements in an increasingly automated world.  Chapters 00:00 Introduction to Experience Strategy Podcast 01:50 The Role of Empathy in AI and Business 06:43 Sympathy vs. Empathy in Customer Experience 12:12 Emotional Jobs and AI's Role 14:55 Human Element as a Differentiator 20:56 The Future of AI and Experience Strategy Read more here: https://fortune.com/article/ai-empathy-business-customer-loyalty-tech/?utm_source=search&utm_medium=suggested_search&utm_campaign=search_link_clicks Register for the free membership in the Collaboratives here: https://www.thecollaboratives.com/contest Sign up for the Experience Strategist Substack here:  https://theexperiencestrategist.substack.com  

Summary In this episode, the hosts discuss the upcoming book 'The Transformation Economy' by Joe Pine, exploring the readiness of the world for transformation, the role of technology, and the importance of creating experiences that lead to lasting change. They delve into the nuances of transformation, including the distinction between temporary and permanent changes, the interconnection between experiences and transformations, and the need for businesses to adapt their models to support customer outcomes. The conversation highlights the exciting potential for transformation in various industries and the importance of collaboration in achieving meaningful change. Takeaways The world is now ready for The Transformation Economy. Transformation is a big word, often scary. We only ever change through our experiences. Create the experience of transformation, not the promise. Temporary transformation is a type of transformation. You can't transform without experiences. Charge for the outcomes your customers achieve. Transformation requires follow-through and support. The future of transformation is super exciting. We need a chief transformation officer focused on customers.   Chapters 00:00 Introduction to the Transformation Economy 02:58 The Readiness for Transformation 06:00 The Role of Technology in Transformation 09:04 Personal Experiences and Transformation 12:08 Understanding Transformation: Temporary vs Permanent 14:55 The Interconnection of Experiences and Transformations 17:54 Levels of Experiences and Their Impact 20:50 Sustaining Transformation 24:00 Business Models for Transformation 27:13 The Future of Transformation Strategy  

Summary In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the strategic genius of Taylor Swift, exploring how her approach transcends music to embody principles of experience strategy. They discuss her emotional connection with fans, authenticity, and the aspirational roles she plays for her audience, particularly young women. The conversation highlights the economic impact of her experiences and the lessons that can be drawn for businesses in the experience economy.   Takeaways Taylor Swift's success is rooted in her emotional connection with fans. Her strategies reflect core principles of innovation and experience strategy Authenticity is key to maintaining relevance and trust with consumers. Super consumers are emotionally connected and deeply involved with the experience. Taylor Swift's evolution showcases the importance of staying true to oneself while innovating. Mentorship and community are significant aspects of her appeal to young women. Experiential engagement creates lasting memories and connections for audiences. The economic impact of her tours demonstrates the value of experiences. Her collaborations highlight the balance between authenticity and innovation. Taylor Swift serves as a modern case study for experience strategy in action.   Chapters 00:00 Introduction to Experience Strategy Podcast 01:24 Exploring Taylor Swift's Strategic Genius 05:36 Emotional Connection and Authenticity in Experience 10:32 Principles of Authenticity and Evolution 15:28 Aspirational Jobs and Mentorship 20:05 Experiential Engagement and Economic Impact Read more here: https://hbr.org/2025/03/the-strategic-genius-of-taylor-swift Register for the free membership in the Collaboratives here: https://www.thecollaboratives.com/contest Sign up for the Experience Strategist Substack here:  https://theexperiencestrategist.substack.com    

Summary In this episode, the hosts discuss the recent bankruptcy of Weight Watchers and explore the implications for the company's future. They analyze the shift from a focus on human interaction to technology, the importance of understanding customer aspirations, and the need for a strong brand identity. The conversation emphasizes the necessity for Weight Watchers to redefine its approach to transformation and support, moving beyond just weight management to encompass broader health and well-being goals. Takeaways The Experience Strategy Collaboratives help strategists build better experiences. Weight Watchers' bankruptcy highlights the need for a strong point of view. Human interaction is crucial for transformational businesses. Technology should support, not replace, human connection. Weight Watchers struggled with branding and trust issues. The company needs to focus on transformation and support. Understanding customer aspirations is key to success. Weight management is a complex issue that requires a holistic approach. The future of Weight Watchers may involve multiple job focuses. The hosts express hope for Weight Watchers' success and transformation. This episode is brought to you by The Experience Strategy Collaboratives. You might be the lucky winner of a free membership to the Experience Strategy Collaboratives. To register go to https://www.thecollaboratives.com/contest

In this episode of the Experience Strategy Podcast, hosts Joe Pine, Aransas Savas, and Dave Norton discuss the Wall Street Journal article about Cracker Barrel's recent transformation efforts aimed at attracting younger customers while retaining their core base. They explore the challenges and opportunities of modernizing a legacy brand, emphasizing the importance of experience strategy over mere aesthetic changes. The conversation highlights the role of employees in successful transformations, the impact of economic factors on customer behavior, and innovative ideas for enhancing the dining experience. Cracker Barrel is attempting to modernize while retaining its nostalgic appeal. Transformations often fail when they ignore the core customer base. Experience should lead brand decisions, not the other way around. Employee involvement is crucial for successful transformations.  Economic changes can create opportunities for brands like Cracker Barrel. Experience strategy can be a powerful tool in attracting customers. Innovative dining experiences can differentiate a brand. Understanding customer needs is essential for effective transformation. Merchandising strategies can enhance the overall experience.   Chapters 00:00 Introduction to Experience Strategy Podcast 01:05 Cracker Barrel's Transformation Journey 04:05 Understanding Cracker Barrel's Nostalgia and Experience 08:10 The Role of Aesthetics in Experience 10:06 Employee Engagement in Transformations 14:07 Navigating Economic Challenges and Customer Needs 18:04 Innovative Ideas for Enhancing Customer Experience 20:16 Conclusion and Future Insights

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss the evolution of the podcast, introduce new co-hosts, and explore the concept of experiential retail through the lens of Scheels, a successful retail store. You might have seen in The Washington Post that Scheels is conquering middle America. During a downturn and with tariffs on the way, how will people shop at retailers like Scheels. They emphasize the importance of community, trust, and contextual design in creating meaningful experiences for customers. The episode wraps up with key takeaways for strategists looking to enhance their experience strategies. Takeaways The podcast has an additional co-host! Joe Pine The Washington Post did a great article about marketing experience retailer, Scheels. Scheels is a successful example of experiential retail. Experiential retail can drive sales for surrounding stores. Community involvement builds trust with customers. Charging for experiences can turn marketing into a profit center. Design experiences with the customer's context in mind. Companies that reinvest in communities earn sustainable trust. The importance of creating third places for community gathering. Experience strategies should focus on customer systems. Engaging in local experience excursions can provide valuable insights. This episode brought to you by The Experience Strategy Collaboratives. Enter to win a free one-person membership in the Collaboratives —a $35,000 value! Chapters 00:00 Welcome Back to Experience Strategy Podcast 03:22 Introducing the New Format and Co-Hosts 05:24 Exploring the Scheels Experience 11:01 The Importance of Context in Experience Design 18:06 Building Trust Through Community Engagement 21:11 Wrap-Up and Key Takeaways

In this episode, experience strategists Dave Norton and Aransas Savas speak with Blake Morgan, the “Queen of CX” and a leading futurist in customer experience, about her latest book and insights on the future of customer service. Blake explains why customer service levels are at historic lows despite post-COVID digital transformations and emphasizes the need for companies to remain customer-centric during economic uncertainty. She introduces her WAYS framework for building effective CX strategies and discusses the critical role of empathy and human connection in an AI-driven world. Additionally, Blake highlights the essential connection between employee experience and customer loyalty, showcasing how businesses like Trader Joe’s thrive by investing in their people. This episode offers invaluable insights for CX leaders and anyone passionate about fostering customer-centric cultures that endure. To access transcripts to this episode, click here.

In this episode of The Experience Strategy Podcast, we’re joined by George Barnett, strategy expert and author of The Strategy Toolkit, a newsletter that includes excerpts from his books on strategy, plus insights, analysis and strategy for the 21st century. We look at how business strategy has changed over the last 20 years and why customer experience is now so important for success. George shares stories from his work, showing how focusing on customer experience can help businesses grow and attract investors. Tune in to the episode as we discuss:  Why some common ways of measuring customer happiness might not work well How to use CX to attract investors  This episode is a must-listen for anyone interested in making customer experiences better and ways to have a bigger impact on their company’s decision.  For access to the transcripts to this episode, click here.