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