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