by Aransas Savas & Dave Norton
Have you ever had an experience as a customer that left you wondering, “What were they thinking?” The Experience Strategy Podcast has your answer! We are endlessly curious about what makes great customer experiences and the strategies that successful (and unsuccessful) organizations leverage to create deep and meaningful relationships with their customers. In each episode we explore a notable customer experience through the customer’s perspective to unearth the powerful strategic lessons in these experiences for brands large and small. Whether you are part of a vast experience strategy team, or you’re a small business owner interested in creating an experience strategy that drives customer loyalty and value, you'll find powerful, actionable CX and employee experience insights in every episode. The Experience Strategy Podcast is hosted by Dave Norton and Aransas Savas. Dave is an Experience Strategist, the Founder of Stone Mantel, an insights consultancy, and Author. Aransas is a Coach and Experience Designer who has worked with leading consumer-facing brands, to create meaningfully motivating experiences for the last 20 years. Learn more at https://experiencestrategypodcast.com and https://www.stonemantel.co/
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Publishing Since
6/26/2021
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November 13, 2024
<p>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.</p> <p>To access transcripts to this episode, click <a href= "https://www.stonemantel.co/blog/how-to-stay-customer-centric-during-economic-downturns-with-blake-morgan"> here</a>.</p>
October 23, 2024
<p dir="ltr">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: </p> <ul> <li dir="ltr" aria-level="1"> <p dir="ltr" role="presentation">Why some common ways of measuring customer happiness might not work well</p> </li> <li dir="ltr" aria-level="1"> <p dir="ltr" role="presentation">How to use CX to attract investors </p> </li> </ul> <p dir="ltr">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. </p> <p dir="ltr"><strong>For access to the transcripts to this episode, click <a href= "https://www.stonemantel.co/blog/integrating-experience-into-corporate-vision-with-george-barnett-of-the-strategy-toolkit"> here</a>.</strong></p> <p> </p>
September 18, 2024
<p>In this episode of the Experience Strategy Podcast, podcast hosts, Dave Norton and Aransas Savas explore the rapidly evolving landscape of enterprise community building with <a href= "https://www.linkedin.com/in/richard-millington-5a32782/">Rich Millington</a>, founder of <a href= "https://www.feverbee.com/">FeverBee</a> and a leading expert in community strategy. With nearly two decades of experience helping organizations build thriving communities for members, customers, and employees, Richard brings a wealth of knowledge from working with industry giants like Google, Facebook, Oracle, and Wikipedia. His insights challenge traditional notions of community management, advocating for supporting existing ecosystems rather than controlled forums, and offering practical strategies for mapping community landscapes and measuring real outcomes. Tune in to this episode for a fresh perspective on creating meaningful, collaborative experiences that drive genuine value for businesses and their stakeholders.</p> <p>For access to the transcripts of this episode, click <a href= "https://www.stonemantel.co/blog/creating-time-well-spent-in-communities-with-feverbee-founder-and-enterprise-community-strategist-richard-millington"> here</a>. </p>
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