Experience Strategy Podcast with Stone Mantel
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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/
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/
86 Episodes
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In this episode of the Experience Strategy Podcast, we’re joined by Brian Edwards. VP of Membership at the American Academy of Family Physicians (AAFP), to explore the unique challenges and opportunities of applying customer experience strategy within associations and membership-based organizations. Brian shares his insights on establishing common ground around the mission to navigate the complex governance structures, developing a segmentation approach that honors members’ needs at different stages, looking outside the association space for inspiration on retaining members and driving satisfaction, and using experience management frameworks to prioritize initiatives and focus on core competencies. With his extensive background in customer experience and operations leadership, primarily in the healthcare industry, Brian brings a wealth of knowledge and a passion for continuously improving the experiences of those around him. For access to this episode's transcripts, please click here.
In this episode of The Experience Strategy Podcast, we are thrilled to chat with Victor Chapela, co-founder and CEO of Suggestic, who shared how they are leveraging AI and data to dramatically rethink the intersection of lifestyle journeys and wellness. Tune in to this episode for Victor’s key insights: Focusing on what people can do realistically do vs. what they should do to minimize friction Tapping into extrinsic motivation by allowing people to share progress. Using AI interfaces like LLMs as a universal UI to collect data, model behaviors, and provide personalized guidance. The power of making something extremely difficult much easier to drive adoption and impact. This conversation exemplifies the importance of centering journeys on an individual’s unique goals and solutions, and provides a valuable model for using AI responsibly to enable personalized behavior change - leaving us energized about the implications for experience strategy across different industries. To access the transcripts to this episode, click here.
Today we are revisiting our talk with Amy Shore, Chief Customer Officer of Nationwide Insurance, about how to lead CX transformation and drive customer-centric leadership. In this episode we look at Amy’s mission to transform Nationwide Insurance into a truly customer-centric organization. Tune in as Amy walks us through the 3 key stages of this transformation. To access the transcripts to this episode, click here.
In today’s episode, we had the privilege of speaking with Thales Teixeira, a leading expert on customer-focused innovation. Thales is the co-founder of Decoupling and the author of “Unlocking the Customer Value Chain: How Decoupling Drives Consumer Disruption” Our discussion with Thales is a succinct masterclass in unlocking customer value by focusing on what matters most - money, time, and effort. We discussed how disruptive startups gain traction by decoupling and excelling at key value-creating activities while avoiding “value eroders” that waste customers’ precious currencies. Thales brought this concept to life by breaking down companies like Netflix eliminating the hassle of going to the video store, and Alibaba layering on services like payments to make shopping smoother. Whether an innovative startup or an established organization, prioritizing your roadmap to remove friction and create more time well spent is crucial for delighting your customers and staying ahead of disruptors. To access the transcripts for this episode, click here.
Dr. Natalie Petouhoff is the author of the award-winning WSJ best-selling book Empathy in Action. She guides brands to see empathy as a business construct that helps them reduce costs and increase value because they are delivering great customer and employee experiences. In this episode of The Experience Strategy Podcast, we explore the transformative power of empathy and its crucial role in shaping exceptional experiences for employees and customers. Check out Dr. Petouhoff’s book here. To dive deeper into the world of creating memorable experiences that drive customer loyalty and growth, follow Joe Pine and read his groundbreaking book, The Experience Economy. To access the transcripts for this episode, click here.
In this episode, we are joined by resilience expert, Simon T. Bailey, who launched his career at The Disney Institute. Listen to the episode to learn: The importance of transitioning from ego-driven to eco-conscious leadership Practical strategies for building trust and fostering innovation in today’s organizations How to create environments where employees can thrive and customers feel valued. Tune in now to enhance your leadership skills and transform your organization. For access to the transcripts to the episode, click here.
In this episode of the Experience Strategy Podcast, we are joined by Lee Roquet, the CEO of Finch, e-commerce marketing company. We talk about What Lee has learned in the shift from Chief Customer Officer roles to CEO roles- and what he now wishes every experience strategist knew. How to lead companies with an experience mindset How to lead teams with a people-first approach. Don’t miss this powerful and inspiring conversation! For access to the transcripts to the episode, click here.
Tune in to this episode of the Experience Strategy Podcast, featuring Craig Langlois, Equity of Learning District Data Coordinator for Berkshire Public Schools, to peek at the challenges and opportunities our public school systems face when creating experiences. Alongside guest host Mary Putman we look at how a well crafted experience strategy can make all the difference in bridging the gaps between creativity, innovation, and education. Click here, to access the transcripts to this episode.
In this episode, Sherif Mityas, a trailblazing leader at the helm of a conglomerate encompassing 57 distinctive restaurant chains, delves into the pivotal role of distinct value propositions and shared services in shaping the future of dining experiences. Highlighting the shift from convenience to a deeper focus on creating unparalleled experiences, Sherif explains how guest-centered leadership, blended with emotion, vision, and lots of data becomes a powerful recipe for innovation, personalization at scale, and business growth. This conversation offers a fascinating glimpse into the evolving restaurant industry, where technology meets nostalgia. Learn more about industry trends in our 2024 Experience Strategy Trend Report. Click here, to access the transcripts to the conversation with Sherif.
If you’re a fan of the Experience Strategy Podcast then you’re familiar with the idea of time well spent- in today’s episode Alain Hunkins author of CRACKING THE LEADERSHIP CODE who has more than 20 years in leadership training, adult learning and organizational development, is joining us to explore what time well spent looks like specifically in the employee experience - and how leaders can ensure that the time employees spend at work is valuable. For the full transcript of today's discussion with Alain, click here.
The cultural and economic forces influencing your customer in 2024 will have a lasting impact on your experience strategy. Join Dave Norton, Experience Strategy Futurist, and Aransas Savas, lead researcher for our Trend Report, for insights and guidance from our decade-long study into customer behavior and mindsets. This episode isn’t just a glance at trends; it’s a deep dive into the interconnected tapestry shaping the future of your strategy. In this episode, we dissect the value of time versus money, the paradoxical impact of technology on time scarcity, the evolution of smart homes, and the prevalent loneliness amidst reduced physical interactions. But here’s the kicker – beyond just trends, we discuss the critical need for businesses to transcend superficial personalization. Discover how to authentically align experiences with customer desires and behaviors. Tune in for a roadmap to adapt, thrive, and craft winning experience strategies amid the rapidly evolving landscape.
In this episode, we’re joined by Will Kingston, Customer Strategy Consultant at Acquis Cortico-X and Podcast Host for The Spectator Australia. Together, we explore Will’s CX Manifesto and global CX trends, and make predictions on what’s coming in the upcoming 2024 CX landscape. Throughout our discussion, we emphasize how vital it is to set clear expectations, deliver on promises, and enhance customer performance – to build the foundation of a successful experience, trust.
Today, we sat down with Joseph Michelli to explore the unprecedented challenges businesses face today, with customer satisfaction at a 17-year low despite the growing emphasis on customer experience. Listen in to learn actionable insights for experience strategists and business owners, including a clear roadmap to navigating these volatile, uncertain, complex, and ambiguous (VUCA) times. Discover how to build trust, exceed customer expectations, and create lasting loyalty by crafting exceptional customer journeys, adapting to multiple possible futures, and simplifying your channel strategy for maximum impact.
Amy Shore spent most of her career in Sales and Operations. Three years ago she became the Chief Customer Officer of Nationwide Insurance with a mission to transform it into a truly customer-centric organization. In this episode, Amy will walk us through the 3 key stages of this transformation.
In this enlightening episode, we dive into the world of data ethics and user trust with our special guests, Andy and Michael Madson. With extensive expertise in data experience design, healthcare, finance, and user experience, they shed light on the critical aspects of clear data communication and empathic listening to counter the darker implications of data usage. Together, we explore strategies for democratizing data literacy and simplifying complex data concepts to ensure transparency and trustworthiness. As we navigate the complexities of data ethics in an era dominated by artificial intelligence, you’ll gain valuable insights into how to combat the dark side of data experience design and pave the way for a more trustworthy and responsible data-driven future.
Are you ready to elevate your business success by harnessing the power of collaboration? In this episode, we sat down with Rich Sheridan, CEO of Menlo Innovations to understand how he has driven Menlo Innovations to success through teamwork and innovation. Tune in to this episode to discover: Actionable strategies to transform your workplace into a hub of teamwork and innovation. Insight into Menlo Innovations’ collaborative approach and how you can apply similar principles to boost efficiency, quality, and innovation within your workplace. Real-world examples of successful collaboration across various industries. Check out our blog for more ways to improve the impact of your experience strategy for your customer and company.
Satyam Kantamneni is Managing Partner and Chief Experience Officer of UXReactor, former Managing Director of Product Design at Citrix and PayPal. He is the author of “User Experience Design: A Practical Playbook to Fuel Business Growth.” In this conversation, we talk to Satyam about AI as a force multiplier for companies who understand their customers’ needs. Key Takeaways: Just because you can use technology to solve a problem, doesn’t mean you should. Instead use the technology or process that best addresses the problem. There are two types of companies: the ones that know their customer’s needs and the ones who are adopting technology. The valuable AI tools will give people superpowers, not replace them Yesterday’s delight is today’s expectation.
Companies with large sales forces are now building CX in an increasingly digital world: B-B selling today is less about personal relationships and more about value creation. As buyers evolve towards more digital interchanges they still want knowledgeable customer support to create the most value at each stage of the buyers’ journey. In this episode, we are joined by Kellie Glueck to hear how Kimberly-Clark Professional has adapted to customer and market changes to make CX a central aspect of its business-to-business model with customers.
Do you want to excel through the stories you tell, but find yourself struggling to clarify your message and impact? Our guest today is Park Howell, known as The World’s Most Industrious Storyteller for his track record of growing purpose-driven brands by using the power of story. Listen to learn: Why stories are the most direct route to empathy How to make your customer the hero of your story How to use the ancient ABT (AND, BUT, and THEREFORE) Framework to cast a spell with your story. Learn more about Park and his work at https://businessofstory.com/ He also hosts the popular weekly Business of Story podcast, is the author of Brand Bewitchery, and co-author of The Narrative Gym for Business. He joins us today to share one of his most well-knkown frameworks: The ABT framework. AKA AND, BUT and THEREFORE. Let’s go back to the beginning. What prompted you to look for this framework?
Want to deliver a more seamless patient experience but are challenged by organizational silos? In this episode you’ll learn how to get the research, partnerships, and innovation processes you need, so you can compete more effectively. We are joined by Tiffany Mura, the Strategic Lead, Healthcare for Stone Mantel where she focuses on growing the practice and helping healthcare clients create transformational experiences for patients, caregivers, and healthcare professionals. With almost 20 years’ experience across all key healthcare sectors - from life sciences to health insurance to digital/non-traditional - Tiffany brings a cross-industry perspective and deep knowledge of the space to help clients tackle the most challenging problems facing healthcare today. She has worked on both the agency and the client side, giving her a first-hand understanding of the internal corporate challenges clients face when trying to drive innovation and effect transformative change. Tiffany shares emerging trends, resources, and game-changing frameworks for succeeding in the competitive Healthcare industry. Connect with Tiffany: Email: tiffanymura@stonemantel.co LinkedIn:llinkedin.com/in/tiffanymura
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