Bringing CX to Associations and Membership Organizations with Brian Edwards, CP of Membership at AAFP
Experience Strategy Podcast with Stone Mantel
Release Date: 05/22/2024
How to Stay Customer-Centric During Economic Downturns with Blake Morgan
Experience Strategy Podcast with Stone Mantel
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....
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Integrating Experience into Corporate Vision with George Barnett of the Strategy Toolkit
Experience Strategy Podcast with Stone Mantel
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...
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Creating Time Well Spent in Communities with Feverbee Founder and Enterprise Community Strategist, Richard Millington
Experience Strategy Podcast with Stone Mantel
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 , founder of 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...
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Creating Purpose-Driven Experiences with Sarah Dusek
Experience Strategy Podcast with Stone Mantel
In this episode of the , , an entrepreneur, venture capitalist and author, takes listeners on a journey through her remarkable career in experience-driven business. From founding the pioneering glamping company to her current venture in global regenerative travel, Sarah demonstrates how aligning personal passion with customer needs can create industry-shaping innovations. She shares valuable insights on the power of businesses to mold culture and drive positive change, emphasizing the importance of sustainability and community impact in experience design. Sarah's discussion of her upcoming...
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Leveraging Transformational Travel to Drive Relevance and Impact at Sierra Club
Experience Strategy Podcast with Stone Mantel
In this episode, Experience Strategy Podcast hosts Aransas Savas and Dave Norton sit down with Brian Anderson, Director of National Outings at the legendary Sierra Club. With over 130 years of advocating for people, places, and the planet, Sierra Club has mastered the art of crafting transformational travel experiences that drive personal growth and global impact. Packed with insights on experience design, engagement strategy, and impact measurement, this episode is a must-listen for anyone looking to harness the power of transformational experiences. Tune in now and discover how Sierra Club...
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The Power of Situational Markets in Experience Strategy
Experience Strategy Podcast with Stone Mantel
In the latest episode of The Experience Strategy Podcast, we’re dismantling traditional market segmentation and rebuilding it with the revolutionary concept of situational markets. Dave Norton, our experience futurist, gives us a sneak peak into his upcoming book that’s set to redefine how we create value. Joined by industry veteran John Gusiff, we discuss the power of jobs-to-be-done research, the limitations of demographic-based personas, and the critical importance of understanding evolving customer needs. From leveraging qualitative data to scale situational strategies, to anticipating...
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Enhancing Customer Experiences with Driving Business Value with AR/VR
Experience Strategy Podcast with Stone Mantel
In this episode of , hosts Dave Norton and Aransas Savas sit down with AR/VR trailblazers Spencer Cook from Continuum, and Bryan Searing of Stone Mantel to explore the transformative power of Augmented Reality and Virtual Reality in crafting captivating customer experiences. Fresh off the Experience Strategy Collaboratives program, where cutting-edge AR/VP concepts were tested with real customers, Spender and Bryan share exclusive insights ad real-world case studies that demonstrate the immense potential of these technologies in driving business growth. Tune in and gain: Actionable...
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Situational Markets and Employee Experiences with Steve Usher of The Experience Designers Podcast
Experience Strategy Podcast with Stone Mantel
In this episode of the Experience Strategy Podcast, we are joined by special guest , founder and host of . We go deep into the core principles that drive success in experience strategy across both customer and employee offers. We challenge the status quo, pushing beyond played-out persona-based segmentation to explore the untapped potential of situational markets and context. Tune into this episode. It’s time to zoom out, see the big picture, and take full responsibility for executing on the complete job to be done. For access to the transcripts to this episode, click .
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The Keys to Employee Engagement with the RecogNATION Podcast
Experience Strategy Podcast with Stone Mantel
In this episode, we jam with Neely Adkins and Kailey Savona from the RecogNATION Podcast. As fellow experience nerds focused on the employee side, we discuss the importance of celebrating milestones and micro-moments in the employee journey, emphasizing how vital it is to make every employee feel valued, connected, and heard. The key takeaway? In a world of increasing AI and automation, empathy and human connection will be true differentiators, and as experience strategists, our role is to champion and scale those human-centric cultures. To access transcripts to this episode, click .
info_outline![Experience Strategy in the Educational Journey with the Founders of [YELLOWCAR] show art](https://assets.libsyn.com/content/172916972?height=50&width=50)
Experience Strategy in the Educational Journey with the Founders of [YELLOWCAR]
Experience Strategy Podcast with Stone Mantel
In this episode of the Experience Strategy Podcast, we’re joined by Dr. David Willows and Suzette Parlevliet, co-founders of , the world’s leading experience strategy and consultancy firm for schools. David and Suzette share their insights on transforming education through the lens of experience strategy, discussing the unique challenges and opportunities in the international school landscape. They introduce the Felt Experience Indicator, a tool developed by [YELLOW CAR] to help schools measure and understand the experience of their community members, fostering a culture of listening,...
info_outlineIn 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.