Podcast appearances and mentions of joe pine

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Episode 247FACULTY: Principal Ron BakerCLASS: #TheGuideIn this episode, Scott is in the office again with Accounting High Principal Ron Baker to discuss the future of accounting and the shift towards the transformation economy. Ron outlines the evolution of economic eras and how firms can position themselves to offer superior value by focusing on transformations rather than just services. They also touch on examples from various industries, and discuss the potential of subscription models.

Joe Pine was the first to identify many of the trends that have animated business for the last two decades, including the trend away from simple mass production to mass customization, and the emergence of the experience economy. Today, Joe joins us to discuss how those trends are influencing the future of work, and how companies might mass-customize experiences for employees.Joe Pine is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and startups. His best-selling book, The Experience Economy, has been published in 15 languages and used as a company guide for over 20 years.In this episode, Dart and Joe discuss:- The progression of economic value- The Experience Economy- The current transformation economy- How to customize a customer's experience and promote transformation- Brand authenticity- Focusing on value vs. price- The management style we need to create value- How to revitalize a business- The importance of company exploration and innovation- And more…Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. Joe is a co-founder of Strategic Horizons LLP and a lecturer at Columbia University. His best-selling book, The Experience Economy, has been published in 15 languages and used as a company guide for over 20 years.Joe serves as a Senior Fellow with the Design Futures Council and the European Centre for the Experience Economy. He previously served as a Visiting Scholar with the MIT Design Lab, a professor at Duke University, and a manager with IBM. Joe has been featured in The Wall Street Journal and Harvard Business Review. His other published works include Infinite Possibility, Authenticity, and Mass Customization.Resources Mentioned:The Experience Economy, by Joe Pine: https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975Mass Customization, by Joe Pine: https://www.amazon.com/Mass-Customization-Frontier-Business-Competition/dp/0875843727Authenticity, by Joe Pine: https://www.amazon.com/Authenticity-What-Consumers-Really-Want/dp/1591391458Travel that Can Change Your Life, by Jeffrey Kotler: www.amazon.com/Travel-That-Change-Your-Life/dp/0787909416Work with Dart:Dart is the CEO and co-founder of the work design firm 11fold. Build work that makes employees feel alive, connected to their work, and focused on what's most important to the business. Book a call at 11fold.com.

Of course, many people think of new year as a time for new beginnings and a resolution to be better, to lose weight, to get in shape, to stop smoking, to drink less, and to think of things that might be helpful to do to make things better. But in the Days of Awe ... We are challenged to do much more and in many cases we are challenged to do things that will improve the state of our soul, our state of mind, maybe even the very state of our being. My friend Joe Pine will remind us that it may be about a transformation and there may be some simple steps to begin, however we will need to not just begin but find the ways to sustain our growth, our spirit, and our good intentions to not only do better but be in better relationships with others and possibly even with God.

Send us a Text Message.In this episode of Living the Dream with Curveball, host Curveball sits down with Diane Hopkins, the founder and CEO of Xperes. Diane is a marketing guru with extensive experience in marketing communications, customer design strategy, and is a certified Experience Economy expert. Join us as Diane shares her journey from a traditional marketing career to becoming one of the first chief experience officers in the healthcare industry in the U.S., and eventually founding her own consulting business.www.expeers.netplease be sure to follow, rate, review, ad share this episode to as many people as possible.

On this episode of Christopher Lochhead: Follow Your Different, we delve into the revolutionary concept of the experience economy. Coined by Joe Pine and James Gilmore in the late 1990s, the experience economy has transformed how businesses engage with customers. This episode will break down the key insights from our conversation, offering actionable advice and thorough explanations on how to leverage the hero's journey framework to elevate customer interactions. You're listening to Christopher Lochhead: Follow Your Different. We are the real dialogue podcast for people with a different mind. So get your mind in a different place, and hey ho, let's go. Understanding the Experience Economy The experience economy is a concept that suggests businesses can create value by crafting memorable experiences for their customers, rather than just offering products or services. Pine and Gilmore's visionary work has influenced modern business thinking, pushing companies to focus on the emotional and experiential aspects of customer interactions. Key Takeaways: Shift from Goods to Experiences: Businesses need to move beyond selling products and services to creating immersive experiences that resonate with customers on a deeper level. Emotional Engagement: Experiences that evoke emotions are more likely to be remembered and valued by customers, leading to increased loyalty and advocacy.   The Hero's Journey Framework The hero's journey, a narrative structure popularized by Joseph Campbell, can be a powerful tool for businesses looking to create meaningful customer experiences. This framework involves a hero (the customer) embarking on an adventure, facing challenges, and ultimately achieving transformation. Steps of the Hero's Journey: The Call to Adventure: The customer recognizes a need or desire that prompts them to seek out a solution. Crossing the Threshold: The customer takes the first step towards addressing their need, often by engaging with a brand or product. Trials and Tribulations: The customer faces challenges and obstacles, which the brand helps them overcome. Transformation and Reward: The customer experiences personal growth and satisfaction from overcoming challenges, leading to a deeper connection with the brand.   Making Customers the Heroes One of the most impactful ways to engage customers is by positioning them as the heroes of their own stories. This approach not only enhances their experience but also fosters a sense of empowerment and loyalty. Actionable Tips: Understand Customer Needs: Conduct thorough research to understand the desires, pain points, and aspirations of your customers. Craft Personalized Experiences: Use the insights gained from your research to create tailored experiences that address individual customer needs. Support and Guide: Act as a mentor or guide, providing the tools and support customers need to overcome their challenges. For more insights and examples from the Category Pirates, download and listen to this episode. Don't forget to grab a copy (or gift!) of one of our best-selling books:  Snow Leopard: How Legendary Writers Create A Category Of One  The Category Design Toolkit: Beyond Marketing: 15 Frameworks For Creating & Dominating Your Niche  A Marketer's Guide To Category Design: How To Escape The “Better” Trap, Dam The Demand, And Launch A Lightning Strike Strategy The 22 Laws of Category Design: Name & Claim Your Niche, Share Your POV, And Move The World From Where It Is To Somewhere Different  **NEW!** The B2B Tech Marketer's Guide To Category Design: How To Engineer Your Market, Find What Makes You Different, And Become A Category Queen We hope you enjoyed this episode of Christopher Lochhead: Follow Your Different™! Christopher loves hearing from his listeners. Feel free to email him, connect on Facebook, Twitter, Instagram, and subscribe on Apple Podcast / Spotify!

Are you familiar with the game-changing impact of transitioning your business from offering services to providing experiences and even transformations? In this Exit Insights podcast episode with Joe Pine, the author of the influential book, "The Experience Economy," we explored the evolution of adding value to economic offerings for clients. The insights shared shed light on the transition from offering goods and services to providing experiences and transformations, ultimately elevating the economic value a business can offer. One key takeaway from the discussion was the necessity of determining the true business you are in and recognising the opportunities to shift up the progression of economic value. Understanding this is crucial to creating more economic value, increasing business valuation, and offering clients something far more valuable than just a service or good. As Joe Pine emphasised, this shift can lead to increased profitability, higher revenue, positive word-of-mouth, and greater engagement with customers. By aligning your business with the mindset of providing time well spent and outcomes for clients, you can position yourself for success in the experience and transformation economy. Want to learn more about leveraging experiences and transformations to enhance your business value? Consider subscribing to Joe Pine's Substack for the latest insights and cutting-edge strategies. Let's keep the conversation going and explore these game-changing concepts. What opportunities do you see for your business in transitioning to the experience and transformation economy? We'd love to hear your thoughts! Watch the episode here: https://succession.plus/uk/podcasts-uk/joe-pine/ If you would like to learn more about how to start preparing your business, then you can get more information here: It All Begins with Insights. Learn more about your ad choices. Visit megaphone.fm/adchoices

Are you familiar with the game-changing impact of transitioning your business from offering services to providing experiences and even transformations? In this Exit Insights podcast episode with Joe Pine, the author of the influential book, "The Experience Economy," we explored the evolution of adding value to economic offerings for clients. The insights shared shed light on the transition from offering goods and services to providing experiences and transformations, ultimately elevating the economic value a business can offer. One key takeaway from the discussion was the necessity of determining the true business you are in and recognising the opportunities to shift up the progression of economic value. Understanding this is crucial to creating more economic value, increasing business valuation, and offering clients something far more valuable than just a service or good. As Joe Pine emphasised, this shift can lead to increased profitability, higher revenue, positive word-of-mouth, and greater engagement with customers. By aligning your business with the mindset of providing time well spent and outcomes for clients, you can position yourself for success in the experience and transformation economy. Want to learn more about leveraging experiences and transformations to enhance your business value? Consider subscribing to Joe Pine's Substack for the latest insights and cutting-edge strategies. Let's keep the conversation going and explore these game-changing concepts. What opportunities do you see for your business in transitioning to the experience and transformation economy? We'd love to hear your thoughts! Watch the episode here: https://succession.plus/uk/podcasts-uk/joe-pine/ If you would like to learn more about how to start preparing your business, then you can get more information here: It All Begins with Insights. Learn more about your ad choices. Visit megaphone.fm/adchoices

Joe Pine has a knack for seeing workplace trends ahead of others. As a co-founder of Strategic Horizons LLP, he has helped organizations innovatively increase economic value for over three decades. Joe is a pioneer behind the experience economy, and he is now trailblazing the concept of a transformation economy in his latest book. Join us as we discuss the fifth and final economic offering and how it can impact employees and customers alike. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. In this episode, Dart and Joe discuss:- Joe's latest writing project on the transformation economy- Examples of transformative experiences - The economic value of customer transformation- How to recognize different types of transformation - Work as a transformation offering- The correlation between transformation and wealth- How to create transformative experiences for individual aspirations- Joe's outlook on the experience-design profession- And other topics…Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. Joe is a co-founder of Strategic Horizons LLP and a lecturer at Northeastern University. His best-selling book, The Experience Economy, has been published in 15 languages and used as a company guide for over 20 years. He is now pioneering the idea of a Transformation Economy through the development of his latest book. Joe is a Senior Fellow with the Design Futures Council and the European Centre for the Experience Economy. He previously served as a Visiting Scholar with the MIT Design Lab, a professor at Duke University, a lecturer at Columbia University, and a manager with IBM. Joe has been featured in The Wall Street Journal and Harvard Business Review. His other published works include Infinite Possibility, Authenticity, and Mass Customization. Resources mentioned:The Experience Economy¸ by Joseph Pine II: https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975  Mass Customization, by Joseph Pine II: https://www.amazon.com/Mass-Customization-Frontier-Business-Competition/dp/0875843727  Work, Pray, Code, by Carolyn Chen: https://www.amazon.com/Work-Pray-Code-Becomes-Religion/dp/0691219087The Anatomy of Genres, by John Truby: https://www.amazon.com/Anatomy-Genres-Story-Forms-Explain/dp/0374539227 The World Experience Organization Summit: www.WorldXO.org Connect with Joe:https://transformationsbook.substack.com/ www.StrategicHorizons.comLinkedIn: https://www.linkedin.com/in/joepine/ 

Business author Joe Pine joins the podcast to share how tourism leaders can leverage the power of experience to build successful companies.

B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.   In 1999 Joe and his partner James H. Gilmore wrote the best-selling book ‘The Experience Economy: Work Is Theatre & Every Business a Stage', which demonstrates how goods and services are no longer enough; what companies must offer today are experiences - memorable events that engage each customer in an inherently personal way. Joe is also co-author of ‘Authenticity: What Consumers Really Want', which recognizes that in a world of increasingly paid-for experiences, people no longer accept the fake from the phony, but want the real from the genuine; and ‘Infinite Possibility: Creating Customer Value on the Digital Frontier', on how to use digital technology to stage experiences that fuse the real and the virtual.   In his speaking and teaching activities, Joe has addressed both the World Economic Forum and TED and is a Visiting Scholar with the MIT Design Lab. He has also taught at Penn State, Duke Corporate Education, the University of Minnesota, UCLA's Anderson Graduate School of Management, and the Harvard Design School. He serves on the editorial boards of Strategy & Leadership and Strategic Direction, is honorary editor of The International Journal of Mass Customization, and is a Senior Fellow with both the Design Futures Council and the European Centre for the Experience Economy, which he co-founded.   In this episode of Masters of Storytelling, Maya talks to Joe about the art of packaging ideas, the difference between fake and faux, and why if you treat your customers like the individuals that they are they will be your customers forever.   Join Joe on Substack while he works on his new book on the Transformation Economy: https://strategichorizons.com/the-transformation-economy-and-you/   For more information about Joe Pine, visit: www.strategichorizons.com/pine-and-gilmore/joe-pine/   For more information about BRC Imagination Arts, visit: www.brcweb.com

Joe Pine is on my Mount Rushmore of Customer Experience.   He shares the exact moment, quite by accident, that the concept of "experience" as the next economy after the service economy was hatched. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage. Joe believes that goods and services are no longer enough; what customers want are experiences—memorable events that engage each individual in an inherently personal way. Join me on The Delighted Customers Podcast as Joe shares a vision for business—a world focused on human flourishing, where individuals become better people and achieve their goals. Discover how understanding your customers' wants, needs, and desires can help you create greater value and make a positive impact. Joe shares practical insights and real world stories of how you can drive business outcomes.  Here are some highlights: The concepts of mass customization and the experience economy Creating robust, cohesive, personal, dramatic, and transformative experiences Comparing work to theater and the importance of intentional and engaging experiences Changing the world of business to focus on human flourishing The importance of not wasting customers' time and aligning value with what customers value The concept of "customering" and the individualization megatrend Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Joe Pine's global stature and influence in the commercial world are overshadowed only by his towering faith and surrender to Christ.

You seldom hear the word Customer Service anymore because it has been replaced by another word. We are always talking about the Customer Experience. Well how did that happen and what does it mean. On today's project program we're going to help you better understand how you can do business better today by understanding how customer service became the customer experience, and how that has now led to what we call The Transformation Economy, in which people pay not for what you do but they pay for what they got. This story by Joe Pine will tell you how it happened and what you need to do about it

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used.    Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards.    So, how can businesses leverage these insights into payment methods to assist customers in handling their emotional response to spending?   To put it simply, the answers lie in Mental Accounting and Reframing.   Mental Accounting plays a pivotal role in how customers navigate their emotions regarding spending. It serves to alleviate guilt and elevate happiness in spending scenarios. Thus, it's crucial to consider mental accounting within the broader context of managing customers' emotional experiences.   In this episode, we explore where your customers are emotionally relative to the purchases they make and how guiding them to an improved mental accounting from your business perspective is essential. It turns out that messages that acknowledge and address customers' emotional responses to spending can be a powerful strategy in enhancing their overall satisfaction and engagement during transactions. Here are some other key moments in the discussion:   04:09  Ryan explains how money can be spent on anything, however the biases we create using mental accounting help us manage our emotions regarding our spending.  07:20  Colin associates a podcast with Joe Pine regarding how customers value their time in experiences differently depending on the type of timed transaction it is.    17:43  We discuss the importance of understanding what mental accounting your customers are using and working with that to help them feel more satisfaction with their purchase. 21:08  We explore how financing in the mix can change the spending experience for customers.   28:09  We share the key takeaways from Mental Accounting and how you can leverage it to improve your experiences with customers. About Colin Shaw LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy'. The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years.  Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience.    Click here to learn more about Professor Ryan Hamilton of Emory University.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.   Please tell us how we are doing! Complete this short survey.   

Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used.    Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards.    So, how can businesses leverage these insights into payment methods to assist customers in handling their emotional response to spending?   To put it simply, the answers lie in Mental Accounting and Reframing.   Mental Accounting plays a pivotal role in how customers navigate their emotions regarding spending. It serves to alleviate guilt and elevate happiness in spending scenarios. Thus, it's crucial to consider mental accounting within the broader context of managing customers' emotional experiences.   In this episode, we explore where your customers are emotionally relative to the purchases they make and how guiding them to an improved mental accounting from your business perspective is essential. It turns out that messages that acknowledge and address customers' emotional responses to spending can be a powerful strategy in enhancing their overall satisfaction and engagement during transactions. Here are some other key moments in the discussion:   04:09  Ryan explains how money can be spent on anything, however the biases we create using mental accounting help us manage our emotions regarding our spending.  07:20  Colin associates a podcast with Joe Pine regarding how customers value their time in experiences differently depending on the type of timed transaction it is.    17:43  We discuss the importance of understanding what mental accounting your customers are using and working with that to help them feel more satisfaction with their purchase. 21:08  We explore how financing in the mix can change the spending experience for customers.   28:09  We share the key takeaways from Mental Accounting and how you can leverage it to improve your experiences with customers. About Colin Shaw LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy'. The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years.  Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience.    Click here to learn more about Professor Ryan Hamilton of Emory University.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.   Please tell us how we are doing! Complete this short survey.   

If you care at ALL about customer experience, you must listen to this episode.Joe Pine is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and startups, and he obsesses over customer experience. He write books about it.He lectures about it.It's his claim to fame.You won't want to miss this episode, as Joe explains:1. How companies really get customer experience wrong (and how to get it right)2. How the best customer experiences leverage the theater of the Freytag Diagram3. The 3.5 phases of transformation

In this episode of the Skift Meetings Podcast, we host acclaimed author, speaker, and management advisor Joe Pine. Our conversation revolves around turning events into experiences. We explore how events that create memorable experiences are important creators of value and connection. Joe explains the difference between branding and experience. We discuss the incredible power of events to be part of the transformation economy. We detail why it is best to create virtual or hybrid events that go beyond what is possible at in-person events rather than trying to replicate them. And we debate why it's important for brands to charge directly for experiences. Skift Meetings is defining the future of business events. Don't miss our daily content, reports and events.

Joe Pine II is the author of The Experience Economy: Competing For Customer Time, Attention, and Money and Co-Founder of Strategic Horizons LLP. Joe Pine began programming computers in the 7th grade. He worked at IBM for 13 years and moved up to management and strategic roles within that company. Since the he has been a consultant, coach, expert and author on the topics discussed today.  Favorite success quote/mantra: "Go beyond goods and services to staging experiences and guiding transformations for each one of your individual customers." In this episode with Joe Pine, we will discuss: What is the Experience Economy? Today's sponsor: MarginEdge: Fluctuating food prices. Staffing challenges- Now more than ever you need to control costs to remain profitable. MarginEdge is a restaurant management software that lets you see your food and labor costs in real time. By automating your invoice processing and totally digitizing your back office, MarginEdge saves your team hours on paperwork and gives you instant insights to manage your prime costs. No contract. No setup fee. See how it works at marginedge.com/unstoppable. Restaurant Technologies the company that helps restaurants, “Control the kitchen chaos.” With RT's total oil management, you get: Dependable fresh bulk cooking oil delivery; Filtration + oil usage monitoring and reporting; Used cooking oil pick-up, and recycling; And say goodbye to messy, dangerous restaurant rendering tanks-yuck. RT's end-to-end cooking oils solution helps you manage your used cooking oil storage, collection, and recycling- conveniently, safely, and cleanly- with no upfront costs. Head to www.RTI-inc.com, and let them know the Restaurant Unstoppable Podcast sent you their way. Owner.com is the leading all-in-one platform for restaurant marketing. Owner.com powers everything from SEO-optimized websites, direct online ordering, automated email and text marketing, built-in loyalty programs, zero commission delivery, and branded mobile apps for your restaurant that integrate right into your POS. With Owner.com, there are no contracts, no hidden fees, and nothing to lose. Join thousands of restaurant owners using Owner.com to grow direct online sales, save thousands in third-party fees, and simplify their online presence all-in-one.Book a free demo today at owner.com/unstoppable and see why Owner.com is the #1-rated Restaurant Marketing Software. Restaurant Systems Pro - Join the 60-day Restaurant Systems Pro FREE TRAINING. This is something that has never been done before. This 60-day event is at no cost to you, but it is not for everyone. Fred Langley, CEO of Restaurant Systems Pro, will lead a group of restaurateurs through the Restaurant Systems Pro software and set up the systems for your restaurant. During the 60 days, Fred will walk you through the Restaurant Systems Pro Process and help you crush the following goals: Recipe Costing Cards; Guidance in your books for accounting; Cash controls; Sales Forecasting(With Accuracy); Checklists; Budgeting for the entire year; Scheduling for profit; More butts in seats and more… Click Here to learn more. Contact: Chech out the Strategic Horizons website Thanks for listening!

I get mad when people waste my time. It's probably why I have such a beef with cable companies and organizations' call centers that have long hold times. Wasting someone's time is also a waste of an opportunity to deliver an excellent customer experience.  The source of my ire is likely tied to time being our most precious resource by some estimations. Therefore, when you waste it, you are careless with something with a finite supply. Some of us have more than others available—or left as the case may be.  So, when an organization wastes customers' time, it can be one of the worst things they could do to increase customer loyalty and customer-driven growth. Would you want to be anxious to return to an experience that wasted yours? Not bloody likely, I say.  By contrast, saving time is among the most essential things you could do for a customer. People will pay a premium for it, too.  Regarding time and customers, one of the most essential things you can do is to make it worthwhile. In other words, any time customers give you should return to them as a memory of time well spent.  The ideas expressed thus far here are not ours. Time progression is a critical area that key opinion leaders in the experience economy are exploring these days.  In this episode, we host Strategic Horizons' Joe Pine, author of The Experience Economy and co-founder of the concept of Time Progression, to discuss what that means and how it can influence how customers respond to your experience.  Here are some other critical moments in the discussion: 03:22  Colin asks Pine to explain the concept of Time Progression to the listeners who have yet to become familiar with it.  09:49  We discuss organizations doing interesting things with time analysis that companies would be wise to emulate and those that have decided to take up more customer time that companies should not. 19:25  Pine explains why healthcare is a transformational experience, so it should do better with patients' time progression. 26:02  We discuss where we think SMART products should go, as Pine wrote in HBR in his article, "Are Your Digital Platforms Wasting Your Customer's Time?" 28:53  Pine shares his practical tips for how to improve your performance regarding time progression with customers. _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Joe Pine is on my Mount Rushmore of Customer Experience.  He shares the exact moment, quite by accident, that the concept of "experience" as the next economy after the service economy was hatched.In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money featuring an all-new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre & Every Business a Stage.Joe believes that goods and services are no longer enough; what customers want are experiences—memorable events that engage each individual in an inherently personal way.Join me on The Delighted Customers Podcast as Joe shares a vision for business—a world focused on human flourishing, where individuals become better people and achieve their goals. Discover how understanding your customers' wants, needs, and desires can help you create greater value and make a positive impact.Joe shares practical insights and real world stories of how you can drive business outcomes.  Here are some highlights:The concepts of mass customization and the experience economyCreating robust, cohesive, personal, dramatic, and transformative experiencesComparing work to theater and the importance of intentional and engaging experiencesChanging the world of business to focus on human flourishingThe importance of not wasting customers' time and aligning value with what customers valueThe concept of "customering" and the individualization megatrendMeet JoeB. JOSEPH PINE II is an internationally acclaimed author, speaker, and managementadvisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.In December 2019 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, andMoney featuring an all-new Preview to their best-selling 1999 book The ExperienceEconomy: Work Is Theatre & Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy companies now compete against the world for the time, attention, and money of individual customers. The Experience Economy has been published in fifteen languages and was named one of the 100 best business books of all time.Mr. Pine also co-wrote Infinite Possibility: Creating Customer Value on the DigitalFrontier with Mr. Kim C. Korn, Authenticity: What Consumers Really Want with Mr.Gilmore, and in 1993 published his first book, the award-winning Mass Customization: The New Frontier in Business Competition. His latest article in the Harvard Business Review is “The ‘New You' Business” (January-February 2022), coauthored with Lance Bettencourt, Jim Gilmore, and Dave Norton. In his speaking and teaching activities, Mr. Pine has addressed the World Economic Forum, the original TED conference, and the Consumer Electronics Show. Today he is a Lecturer in Columbia University's Master's Program in Technology Management in the School of Professional Studies.Sign up for the newsletter https://strategichorizons.com/contact/LinkedIn: https://www.linkedin.com/in/joepine/Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is  Kelly Molson, Founder of Rubber Cheese.Download the Rubber Cheese 2022 Visitor Attraction Website Report - the first digital benchmark statistics for the attractions sector.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website rubbercheese.com/podcast.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned in this podcastCompetition ends July 31st 2023. The winner will be contacted via Twitter. Show references: 2023 Visitor Attraction Website Report Survey - https://www.rubbercheese.com/visitor-attraction-website-report-2023 Andy Povey, Managing Director UK & Ireland for ConviousSkip the Queue episode: https://www.skipthequeue.fm/episodes/andy-poveyConvious: https://www.convious.com/Andy Povey Twitter: https://twitter.com/MrTicketeerAndy Povey LinkedIn: https://www.linkedin.com/in/andypovey/Andy Povey joined Convious in November 2021 as managing director for UK and Ireland. Andy has worked in the attractions industry since the early nineties when he began as a ride operator at Chessington World of Adventures. He stayed with the Tussaud's company and later Merlin Entertainments for another 18 years, working in a variety of operational jobs at Rock Circus, Madame Tussauds, and central support, where he was responsible for the group's ticketing systems. After Merlin, he worked for Gateway Ticketing Systems for ten years, opening and then overseeing their UK operation, before transferring his experience to the Convious team. Outside work, Andy enjoys visiting attractions of all shapes and sizes with his family. Simon Addison, Heritage Business Manager at the Roman BathsSkip the Queue episode: https://www.skipthequeue.fm/episodes/simon-addisonRoman Baths: https://www.romanbaths.co.uk/Simon Addison Twitter: https://twitter.com/addisonsimonSimon Addison LinkedIn: https://www.linkedin.com/in/simonaddison/Simon Addison is the Business Manager, Roman Baths and Pump Room, Bath, and heads the finance and business planning functions at the Roman Baths. He is responsible for business analysis, pricing strategy and leads the benchmarking work.Simon started his career in the financial services industry, where he qualified as a chartered management accountant with the Bank of New York. He moved to the National Trust in 2012, where he held roles in the finance team. Latterly he was responsible for the Trust's finances in Somerset, Dorset and Wiltshire. Simon joined the senior leadership team at the Roman Baths in 2017.Simon joined the Board of the Association of Leading Visitor Attractions in May 2022. Dominic Jones, CEO of The Mary Rose Museum, and Director of Portsmouth Historic DockyardSkip the Queue episode: https://www.skipthequeue.fm/episodes/dominic-jonesThe Mary Rose: https://maryrose.org/Portsmouth Historic Dockyard: https://www.historicdockyard.co.uk/Dominic Jones Twitter: https://twitter.com/DominicJonesUKDominic Jones LinkedIn: https://www.linkedin.com/in/dominicejones/Dominic Jones was recruited to the Mary Rose in 2019 ago as Chief Operating Officer, and became CEO in 2021.  He brings an excellent background in commercial visitor attractions (Disney, Merlin) and creative visitor experience development.During his time at the Mary Rose, he has already driven an excellent commercial and operational performance and worked closely with previous Chief Executive to create the new Portsmouth Historic Dockyard joint venture with the National Museum of the Royal Navy, which launched successfully in August 2020.  Transcriptions: Kelly Molson: Welcome to Skip The Queue, a podcast for people working in or working with visitor attractions. I'm your host, Kelly Molson. Today's episode is a little bit different. I speak to Dominic Jones, CEO of the Mary Rose Museum and Director of Portsmouth Historic Dockyard. Simon Addison, Heritage Business Manager at the Roman Baths and Andy Povey, Managing Director, UK and Ireland of Convious. Dom, Simon and Andy share with you the merits of taking part in the 2023 Visitor Attraction Website Survey. We talk about how the report has shaped their digital strategies and what that's delivered to their attractions in terms of increased revenue and improved customer experience. If you like what you hear, you can subscribe on all the usual channels by searching Skip The Queue. Kelly Molson: So I've got Dominic Jones, Simon Addison and Andy Povey here. All past guests, all good friends. We don't need to do icebreakers here because we all know each other pretty well now. But we are going to do a little mini round of unpopular opinions again, because, let's face it, that's why people listen to this podcast. Dominic, I'm going to start with you. Dominic Jones: Why would you start with me? That's so unfair. It's obvious that Simon is your favourite. We can know this is how it works with Bath. He gets all of the good stuff and you come to Dominic first. I used my best unpopular opinion last time when I talked about not mentioning the weather. And I always think my unpopular opinion should be work related. So this one is an interesting one and I wonder whether you will disagree with me, let alone Simon and Andy. But I think when doing discounting, online or in person in our industry. You shouldn't use percentages, and you should use physical pounds, because I think people who use percentages can really confuse people. And also, I just think it's bad form. Kelly Molson: I should throw this one over to Andy, really, because he's pricing expert man, isn't he?Andy Povey: I go that far, Kelly. I actually agree with Dominic, but from a geeky technical perspective.Dominic Jones: Love Andy, always loved Andy. You know what, he's one of those guests that you just love. Simon Addison: Dom, is this just an unpopular opinion because you just can't do percentages, you just want to know how many pounds to take off. Is that what it is? Kelly Molson: Percentages are hard. We're not all like numbers people like you, Simon. Dominic Jones: We're not all born with a calculator. The other thing is that actually, the great British public, our international public, they don't want to be working out. They want to enjoy the day outside. They want to enjoy the Roman Baths, they don't want to be sitting there working out, “What these percentages off mean?”Simon Addison: Dom, you not listen to my podcast on pricing strategy.  We don't discount. Andy Povey: But that was going to be my point. Simon Addison: Yeah, we should be confident enough to the quality of our own products, Dom. That will be my unpopular opinion. We shouldn't discount as an industry, but that's not what I've prepared. Andy Povey: Discounting just seems like a really easy, quick thing for marketeer to do when they're desperate. And I think we should be a little bit more confident about what we're doing and actually use better tools and better ways of communicating the value of what it is that the attraction is doing. So slightly more unpopular, I suppose, Dom, would be let's not do discounts at all. Doesn't matter weather it's 4 pounds or percentages or whatever, then just don't do it.Kelly Molson: So, I'm just gonna come at this from a car boot perspective, which I have to skip randomly. But I love a little bargain. I went to a car boot sale. I'm renovating a cottage in North Norfolk at the moment and I'm trying to furnish it with as much second hand things as possible. So car boot sales are my friend right now, and if I had gone up to the stall and been like, "What's your best price on this?". And they said, "You can have 10% off", I'd have been like, "But what does that mean? It's 05:00 in the morning and my brain can't work this out". But two pounds is yes. Dominic Jones: And it works. And also, there's an element of, you do need to put discounting in, because you've got to look at reaching different audiences. You've got people like Kelly who want to bargain. So you need to put out a decoy pricing in. So they think, "Oh, I'm not paying that for tickets, but I got 2 pounds off, aren't I lucky? I like that.” The problem with percentages is it's people trying to be too clever and it's marketeers trying to be a little bit too clever. And I've never liked it. It's not as bad as the weather. I hate the weather being used as an excuse, but my second one is using percentages in discounting.Kelly Molson: Okay. I'm glad that you changed that quickly to discounting and not marketing because there's a lot of percentages in my report, which we'll discuss later. Right, Simon, moving on to you. Simon Addison: Yeah, okay. It's nothing to do with work. Camping is not a holiday. There's no way that camping is a holiday. But I love the outdoors. We're going on holiday to Pembrokeshire in a couple of months, we'll be outside most of every day. We will walk in the cross paths in whatever the weather. But at the end of the day, we got a little cottage that we are renting to come back to for a shower that haven't got to queue for. We're not sharing a toilet block like camping, washing up, cooking, they're disproportionately hard work, and that's assuming it's sunny. If it rains, it's just miserable. Simon Addison: We can go out and get wet and we don't have to worry about whether we're ever going to get dry for the rest of the week in a tent. The kids will wake up. I haven't finished yet. Kelly. In a tent, they'll wake up at five in the morning when it gets light, and that means just the suffering of the holidays extended over an even longer day. And worst of all, the red wine is too cold and the white wine is too warm. Just miserable. Dominic Jones: Do you not have a fridge when you do camping? Simon Addison:  Dom, I don't camp. You might have got that from there. Dominic Jones: I go camping. I have a fridge. I have a blow up tent. I have all the cons. Kelly Molson: Do you take your bed like the glastonbury dude? Dominic Jones: Well, I try and turn up late to someone else that can turn it all up, but it's very nice. Kelly Molson: Simon, I'm with you on this. I love the outdoors. I'm a big nature girl, but camping is a no no for me. It is miserable. Even glamping. I went glamping on a friend's hen doo once and even that was just a step too far for me. Everything was grubby. It rained, everything was then damp. Everything was damp. Like, everything was damp. It was horrible. Cottage all the way. Hello. I've got one in North Norfolk coming up, available for rent in September. If you're interested in a holiday in beautiful North Norfolk.Dominic Jones: You should go to car boot sales. I believe they've got some great deals at the moment. Kelly Molson: Yeah. They do have some great bargains, Dominic.Simon Addison:  Will you offer me a percentage discount on your cottage in North Norfolk? Kelly Molson: Right, I like that one. I don't think that's going to be that unpopular, if I'm honest. Andy, over to you, final one. Andy Povey: When you first broached the idea of coming back to the podcast, I was really excited and the fact that I was going to join probably my two favourite podcast guests was really exciting. So my unpopular opinion is hopefully it's going to be borne out or proven by this episode of Skip The Queue, in that Dominic Jones isn't going to be number one on the Skip the Queue chart by the end of next week. Dominic Jones: That's so harsh. Now, what have I ever done to hurt you, Andy? Andy Povey: You've not hurt me, Dom, you're not. It's just a little friendly competition. Simon Addison: Is Dom number one? He's never mentioned it. I've literally never heard him talk about. Andy Povey: I don't know where you'd get that from. Dominic Jones: I'm a very shy guy. Am I number one? You're joking me. Really? Kelly Molson: Yes, you do not know?Dominic Jones: We should tell people about this. This needs to get out there before it changes. Kelly Molson: So I said, if Dominic is still number one at Christmas, I'm going to send him a gift. I'm going to send him something commemorative for this at Christmas. So he was number one last Christmas. You were the official Skip the Queue Christmas number one. Dominic Jones: Amazing, I did not know that. Wow.Kelly Molson: Yeah, I know. It is amazing. I'm sure you've not mentioned that before. Andy Povey: You never talked about it. Kelly Molson: We're just at the end of June where we're recording this, so there's still a fair few months to go. We do have our summer break coming up, the season five will start in September. So we've got from September to December for someone to topple you off that number one slot. Dominic Jones: I'm happy to be toppled. And joking aside, both Andy and Simon's podcast were amazing and I love both of them. And actually all of your guests are really I do really love Skip the Queue. It's one of those treats you get to looking to the new Skip the Queue podcast. So if I get toppled from number one, life is okay. Kelly Molson: You are very kind. Right. Thank you for sharing those unpopular opinions. What would be lovely listeners if you follow us over on Twitter, you can just search for Skip the Queue. I'd like to know who's unpopular opinion you preferred the most out of those three, please. Maybe I'll do a little poll on Twitter next week when this podcast episode launches. Right. This is completely unscripted and this is really last minute for the guests and so I'm super grateful that you could come and join me today. Now, it is a bit of an unusual episode for me because I actually don't tend to talk about the stuff that I do or Rubber Cheese does on this podcast. Maybe tiny little snippets of it here and there, but we never kind of dedicate an episode to the things that we do. Kelly Molson: We had a free slot and I thought, I wanted to come on and talk about the initiative that we started last year that is now running in its second year. So bear with me while I explain a little bit of a background about it. So back in May 2022, Rubber Cheese, my agency, launched the first national survey of visitor attraction websites. So I've been asked to speak on a webinar by the lovely team at Kallaway PR, who have also Will Kallaway has been a guest on the podcast. They asked me to come on and talk about cart abandonment and ways that kind of design and UX can help prevent it. So I went away, put my slides together, tried to search for some data that would back up a few theories that I had. Kelly Molson: And that was when I kind of hit a bit of a brick wall. Yeah, brick wall, that's what I'm trying to say. Couldn't find any specific data for the sector. I could find data about cart abandonment rates for all kinds of ecommerce sites, all kinds of pharmaceutical companies. Anything and everything that you could think of was out there except visitor attractions. And I realised that I think the data gets a bit skewed for them because they were kind of getting put into hospitality or tourism in general, or hotels sometimes, I think outdoor and sports. So I wasn't kind of able to back up theories that I had with the data. So that led us to setting up the survey. Kelly Molson: And were really, really lucky to have some amazing bunch of people like the teams at ALVA and ASVA who totally supported the initiative and shared it with their members. Last year, we had a brilliant response. We had 70 leading attractions from up and down the UK take part. And in November last year, were able to launch the very first Visitor Attraction Website Report, which saw us set the first digital benchmarks for the sector. So the sector now has benchmarks for add to basket rate, basket abandonment rate, bounce rate, conversion rate, load times and then the report, because of the kind of questions that we asked, we got loads of key insight into user experience, booking journeys, mobile experience and loads, loads more. Kelly Molson: But more importantly, that report, since its launch, has enabled attractions to make improvements to their websites, which makes their service better for their clients and makes their digital presence better. So it's been such an exciting thing to be involved in and it is a real passion project for me. I've loved every minute of setting it up. This year, we are now in our second year of running it and we've got a brilliant partner in Andy and the team at Convious, which I'm thrilled about. Say thank you. So I've asked you all to come on today to talk a little bit about the survey and the report and what it has enabled you to do. I want to start a little bit with Dominic and Simon, really, and ask them the questions, because they are in the position of being senior leaders in a visitor attraction. Kelly Molson: They've both publicly spoken to me and said that the report has enabled them to do some really exciting things. And I think it's probably important for me to state that you're not our clients, like Rubber Cheese is not. We don't work with either of you from a client perspective. I'd definitely count you as friends and obviously Skip the Queue podcast alumni now as well. So, Simon, let me come to you first. What has the report enabled you to do at Roman Baths and why has it been important for you to kind of take part? What's it delivered for you? Simon Addison: Sure, I think the report came out at a really important time for us because were already in the midst of a website redesign project. So what the report enabled us to do was to look at the findings in the report, the stats in the report, and ensure that were building our new website in a way that optimised that sort of user experience and customer journey. But I think also in visitor attractions, our websites are often trying to do two quite different things. So, on the one hand, it's sort of the gateway to a visit. It's the first place that people go when they're planning their visit and they want to maybe buy a ticket and come to Bath. Simon Addison: At the same time, it's also telling sort of our more engaged audience, information about the collection and information about the history of the site or research that we're undertaking. And we want to be able to really quickly segregate those two audiences, because one audience we want to keep there for as long as possible to delve into the stories that we want to tell them and to really sort of effectively convert them from a very transactional relationship, which is buying a ticket to one of more of a supporter where they might donate in future. They'll become engaged in our program. And so designing a website that on the first page helps to divert visitors from that sort of more engaged, we're here to learn from, “We want to buy a ticket for Saturday”, and sort of get them on their journey quickly, efficiently and as few clicks as possible. Simon Addison: So I think having that endorsement of the importance of the user, the journey, how many clicks is optimal before people start abandoning and giving up, that was so helpful in the way that were designing the website. Kelly Molson: Amazing. That is such a good testimony for what we've done. And obviously we can't do any of that unless people take part in the survey and submit their data. And so we can understand and learn how websites are performing in the first place. But for me, it's really exciting to hear that because I guess having those kind of baseline benchmarks is a starting point for the industry. And that's, for me, what was missing completely in that we can talk about how we want them to improve and how we want the sector to move on. And I think, Andy, we've had a conversation before where we kind of feel like the sector is a little bit behind, where other industries are probably about four or five years, potentially behind in some areas. Andy Povey: I'd go even further than that, Kelly.Kelly Molson: Oh, wow. Okay. Yeah. Andy Povey: Generally people don't pick up the phone to me and ask me to come and talk about their ecommerce platforms if they're perfectly happy with what they're doing. So maybe I'm seeing a different side of the market. But it astounds me how many attractions there are that aren't able to monitor their performance, to look at their conversion rates, to look at their basket abandonment rates, all that kind of stuff. It's astounding, which is why I'm really happy to be working with you on the survey this year. Kelly Molson: Okay, well, let me go to Andy now. So, Andy, introduce yourself for your role at Convious.Andy Povey: So I'm responsible for everything we do with Convious in the UK and Ireland. So job title is MD, UK and Ireland. Kelly Molson: So Andy and I got introduced quite a while ago, actually, now. I feel like it was a Ticketing Professionals Conference. Was it there? Andy Povey: I think it was Dominic Jones that introduced us at the Museums and Heritage. Kelly Molson: Yes, it was Museums and Heritage. It was.Andy Povey: And it did indeed. Dominic Jones: I can't believe you forgot that. Kelly Molson: Yes, it was with the Sarcophagus.Dominic Jones: I brought two great people together. I mean, I feel like I don't get the credit for this introduction. Thank you. Kelly Molson: I'm sorry. Dominic Jones: You do? Kelly Molson: Yeah, it was you. You're actually really good at introducing people.Dominic Jones: Talented people. Talented people to each other. Kelly Molson: Yeah. You grabbed me at this year's Eminet show and introduced me to multiple people, actually. It was very kind of you. What a kind man you are. Dominic Jones: It's a pleasure. Andy Povey: Isn't he? Kelly Molson: So this year, well, I mean, I guess this is thanks to you, Dominic. So Dominic introduced Andy and I.Dominic Jones: You are welcome, by the way. Welcome. Kelly Molson: Why is it important for Convious to be part of what we're doing this year with the report?Andy Povey: Well, it's actually more important to me on a personal level, I think, Kelly. I'm a massive fan of attractions have been for my whole working life, which is there have been quite a lot of years in that so far, and I just want to see attractions doing better than they do at the moment. We've shared lots of conversations about really awful booking experiences, not just for attractions. Booking tickets to my kids, after school clubs. Personal bear of mine is dreadful. Don't ever do it if you don't have to. Andy Povey: So I find that really frustrating. It upsets me to see attractions getting it wrong and some get it really wrong. So having some benchmarks, having some industry standards where people can go, actually, we're not doing what we should be doing. And why aren't we able to measure that? And what does it mean to our business by not measuring that? It's really important. Kelly Molson: It is really important. It's been phenomenal to have the support of Convious and specifically Andy and Mirabelle, who I've worked very closely with over the past few months on this project. What it's also allowing us to do, and hopefully this will grow year on year, is that it's opening up to a European audience as well. So, Andy, Convious is a Dutch company originally. Andy Povey: Yes. So we're headquartered in Amsterdam. Germany is actually our largest market in terms of volume of customers, but we also have significant presence in France and Belgium, Netherlands and Bedelux area. Kelly Molson: So we have had a number of submissions this year from European countries. And that's all down to Convious. Andy Povey: Thank you. Kelly Molson: We would hope over the next few years that this can start to grow and grow and become something that isn't solely focused on the UK market, which would be really exciting. We did actually have a Canadian zoo take part yesterday, which was quite exciting. So the message is slowly starting to spread out worldwide as well. An international survey. That's exciting, isn't it? Andy Povey: Absolutely, yeah. Dominic Jones: It was a game changer. That's what you've done. You've created something that is a true game changer. I remember getting very excited about the results and sitting at the back of the London Transport Theatre or wherever you launched them, and then just getting depressed every single slide. I was like, “Oh, no, we don't do that, or, we don't do that well, or, that's not great”. But it was fantastic because actually, for the first time ever, were able to compare ourselves and think, “Right, so if this is the industry standard, how can we make that better? How can we adapt that at the Mary Rose in Portsmouth Historic Dockyard?” and things like the five steps to make a booking and all this other sort of stuff that you were putting out. And I remember writing my book and thinking, “This is awful. This is absolutely awfu”l because we are performing way worse than that. We're still not fixed it.Dominic Jones: We've got some money to look at websites and we put some new websites in and we're still developing it. But even little things like we changed and had a microsite last summer, we had one of our best summers ever, but we did that because of your data. We were looking and thinking, “We've got too many steps to making a booking or It takes too long to load this page, or actually we need to.” So I think you've really been a massive game changer, and if now you're getting the Canadians involved, I mean, it's going to be fantastic. I can't wait to see what they've got to say. Dominic Jones: So I do genuinely think you've made a big difference and I can't wait to see this year's results and next year's results. And I hope this is something you keep doing forever because you've made a real difference. You really have. Kelly Molson: Dominic, you're so kind. That's really kind. Thank you. That's amazing feedback. What I love about what you said is that you've actively been able to take the data that people have supplied and go, “We are here. We're not performing to that point yet. But if we make these changes, we can get to that point.” And that's what I love. This is what this is all about. It's about marginal gains. It's about making those tiny little 1% improvements every day and getting better and better. We couldn't ask for more. That's what we hoped. Dominic Jones: And before I get kicked and hit by all my colleagues, there were lots of things that were doing great as well. But actually, you don't talk about them, do you? Don't say, “Oh, well, we're doing okay because we're very British, we only really talk about the things that we want to improve or we're not doing right.” But I do think it's a phenomenal game changer and it's the sort of report that you can use as a toolkit to really sort of check where you are and where you want to be. And I genuinely can't wait for the next one. I hope we get a preview for doing this podcast. Did we get an early release? Is that part of the deal? Simon, did you sign something like that? Simon Addison: Yeah, signed it all. Dom, did you not get the paperwork? Dominic Jones: Of course you did. He's got people. Kelly Molson: If you've taken part in the survey, you will get it exclusively before it is released to the general public. So, I mean, I can confirm that you both have, which is a relief. Dominic Jones: Of course we have. We're early adopters, we love it. Simon Addison: I did check before we came on this afternoon that we completed it because I thought that would be really awkward. Dominic Jones: You probably won the Convious prize, right, for being one of the people that completed it all. The 100th person to complete. I saw all that online, honestly.Andy Povey: I think everyone got one by you, Dom. I don't know what it was you've done to upset Mirabelle in our marketing team. Dominic Jones: I think you're taking this podcast thing a little bit too seriously. Simon Addison: Just to go back to what you were saying, Kelly, about marginal gains, I think that is where the value of this is, because most of us have got websites that are capable of selling a ticket. But when you operate a visitor attraction as successful as Dom's, or you get hundreds of thousands of people going to your website or to your attraction each year, millions of people to the website. Simon Addison: And if you can achieve a 1% shift in a customer behaviour, the returns on that are really significant. So you don't have to suddenly come up with a revolutionary new website. You have to focus on what are the things that are just holding you back a little bit, removing those pain points from the customer journey. The uplift is so significant of just achieving a small percentage change. I know Dom doesn't like percentages, but that is what we're talking about here. Dominic Jones: No, with that terms, I do, absolutely. And you're absolutely right. And even little things like how it looks on a mobile as opposed to looking on a desktop.Simon Addison: Exactly.Dominic Jones: Change our way of thinking. And you've got to keep doing it because that's what's going to make this industry and where we all work and the amazing places that we work in even better. It's brilliant. Kelly Molson: Well, we absolutely will continue to do it. So this is the second year that we're running it and we have no intention of stopping. Just going back to what you said, Simon. I think what you said about making what you already have better in terms of your website, I think that's a really important point to push is that it has been a really weird few years. And this year I think all of us were kind of hoping this would be a year of normality. And let's face it really hasn't, has it? It's been another odd one. Kelly Molson: So we've started off the year, there's an awful war happening, there's a terrible cost of living crisis, there's all kinds of stuff happening that is affecting attractions. Yet again, affecting all of us, really, but affecting attractions in terms of whether people are going to come, how much they're going to spend, what they're going to do. We know that marketing budgets were going to be probably drastically cut this year by at least 15, 20%. That was the message that was being given when I attended the ALVA Heads of Marketing meeting before Christmas. So I think that being able to look at the report and use it to implement changes to what you already have is really important. You may not have the budget to go out and start again. Kelly Molson: You don't necessarily need to, but if there's improvements that you can be made to your site in terms of the performance or the speed, all of those things are going to help. They're all things that will add up over time and ultimately make the performance of it better and make the customer experience better. So think that's quite an important message to talk about. Another thing to add is that this year we're doing it again. We're asking the same questions that we did last year because obviously we need the same data set, but it's more so it's bigger and better. We'll get feedback on whether that's too much for people, but we're asking questions around Usability, whether you're collecting feedback. We're asking questions around kind of promotions and discounts and how people are measuring their traffic sources and whether they're doing user tests. Kelly Molson: So there's so much more that's going to be in it from this year. And one really exciting thing which you touched on, Dominic, is that everybody that takes part in the survey will get exclusive access to the report before it's made public. But actually, as soon as you've filled in the survey this year, you get a little mini report. And what it does is benchmark you where you are now against the benchmarks from last year. So it will give you a little report to identify how your website is performing based on last year's benchmarks that we identified. Now that's really important. So you could be underperforming, you might be performing too, you might be overperforming, you might be doing better than those benchmarks from last year, and those benchmarks may change dramatically from last year to this year, we don't know yet. Kelly Molson: So that's like a little added bonus. If you're on the fence about taking part, you will get something that's actionable as soon as you've taken part in the survey this year. This year the report will launch towards the end of September. We will release dates and be a bit more specific once we've closed the survey. But this episode is going to launch on the 5th July. That means that you've just got one week left to take part. So one week left before the survey closes on the 12th of July. So if you are thinking about it, stop thinking about it. Go and do it. It will literally take 20 minutes. You're going to need your Google Analytics open or other analytics tool that you use. You can find the link to the survey in our show notes of this show. Kelly Molson: You can head over to Rubbercheese.com and you will find the link to it on the home page. Or you can search for the 2023 Visitor Attraction Website Report and you will find it. You can head over to Convious and you will find it on Convious website. It's everywhere. Go find it. Do it. Take part. These guys did it. Made a big difference. Dominic Jones: Best 20 minutes of your life. Just do it. Just do it. Honestly, what else can you do? So much value in 20 minutes. There's not much else you can do.Kelly Molson: I worry about how you spend your time. If that's the best 20 minutes of real life. Dominic, that's a concern, but, I mean, he's not wrong. Dominic Jones: I mean at work, not like in real life. I do amazing things in my normal life. Kelly Molson: If you could talk to all of the visitor attractions that are listening now, what would you say to them to encourage them to go and take part? Simon Addison: I would say that if you're not already looking at the things you need to fill in, then you should be looking at them anyway. So you say it takes 20 minutes, Kelly, to fill them in? I'll be honest. I didn't fill them in for the Roman Baths, our Digital Marketing officer did. And I think Dom's blank face when you're talking about the mini report also tells me that he didn't fill it in for Mary Rose either. But it's 20 minutes. But it's all data that you should be looking at. And if you're not looking at it's probably a prompt that you or your teams need to be looking at it anyway. Simon Addison: And getting that report allows you to either make the case with your trustees or your board to invest if you need investment, or it provides an endorsement of the quality of the website and the offer that you've got. Either one of those things is really useful and we know how hard it is to get investment. Kelly, you talked about marketing budgets at the moment. If you want to get money to invest in your website, having this evidence will help convince your CEO or your Trustees that's the right thing for you to do. And equally, if you don't need to, then this is confirmation of that. So that's what I'd say. Kelly Molson: Thank you. That is brilliant. How about you, Dom? Dominic Jones: I'd agree and I'll come clean. I didn't fill it in either, but someone did do it. But it's not the filling in, it's the reading it and using it that counts. Right? That's what matters. It's about receiving it and doing something with it. I actually think it's really useful to get as much benchmark data as possible in this industry. And actually what you do is you give us this for websites, you give it for ecommerce and it's fantastic. I wish there were more people doing it in all the areas of our industry because actually this visitor attraction to get benchmarks is quite rare. So it's fantastic to get that. So I really appreciate that. And I would say if you're listening and you work in a visitor attraction, why wouldn't you do this? Dominic Jones: Because like Simon says, you can understand where you are. You can use it for funding, you can use it towards getting revenue, you can use it towards recruiting some extra people in your team. You can use it to how you performance manage your team. You can use it for so many things. It's such a good document. I can't stress enough, I might not have filled out the form, but I definitely read it and I definitely used it and I do definitely love it.Kelly Molson: Wow. So appreciative of your fabulous comments. Thank you both. Andy, what would you add to that? Andy Povey: Well, I don't know that I can, but really it shouldn't really take you that long to complete this because you should be all over this kind of data anyway. If you're a digital offer in any business and if you're not looking at this kind of stuff, then it's probably time to really start managing your business in a much better way. And really, just to reiterate the point, that an incremental improvement, just a 0.5% improvement in the results in this kind of area can deliver you hundreds and hundreds of thousands of pounds extra additional revenue over a twelve month period. So what else is that you could do in your business in 20 minutes that's going to potentially deliver that kind of result? Kelly Molson: Wow. There you go. I think you've said it all. Well done. Thank you. I really appreciate this. I threw this at you literally a few days ago to come on and they've had no time to prepare whatsoever. So I'm super grateful that you've given up a little bit of time for me to talk about it today. This is something that I'm so passionate about. I bloody love this podcast. I'm so lucky that I get to talk to such lovely people. And I think, like you've all said, just like, I mean, like echoing what Andy said, being able to make this industry better is something that is literally like at the core of me right now. I just want to see good people doing really good things and having really good results. Kelly Molson: So if everyone could please just go out and fill the Blooming survey and I'd be really grateful. Thank you. Right, books. Have you all prepared a book today? I didn't ask you to. I've got a book, but I feel like you might have. Right, throw it out. Dominic Jones: So I've got a book called The Alignment Advantage Transform Your Strategy, Culture and Customers to Succeed. Now, I love a good strategy book, so the last time I was on the podcast I recommended Good Strategy, Bad Strategy, a great book about strategy. I did bill it as the best book on strategy. Scrap that. It's the second best book on strategy. This is now the best book on strategy because it talks about how you have to align your culture and as a strategic enabler, your strategy and your experience. And for people who listen to Skip the Queue or fill out the Rubber Cheese Website Survey or work with Convious, one of the best people to work with in the world, they will love this book. It is incredible. The only book to read on Strategy by Richard Nugent, The Alignment Advantage. Fantastic. Dominic Jones: There is also an interview with a great guy from the Mary Rose in chapter two, I can't remember his name. I think it rhymes with Dominic Jones. I can't remember it fully, but it's very good to read.Kelly Molson: I knew that there was something like that coming. I knew, Dominic. Amazing. Thank you for another number one strategy book. Simon, what would your book be and have you featured in it? Simon Addison: I can say I have not featured in this book. Unlike Dom, I don't read a lot of business and leadership books. I tend to read for escapism and relaxation. But I have picked a workbook and it's probably the only workbook I've gone back to and reread portions of. And it's called Leadership: Plain and Simple by Steve Radcliffe. The book was a foundation of a leadership course that I did when I was at the National Trust, which was called Future Engage, Deliver. And it was centered on the idea that in order to be an effective leader, you need to have clarity of your vision for the future. You need to engage your colleagues and your teams in that future and then collectively, you need to work together to deliver it. And it sort of broke that strategy and leadership piece into those three distinct portions. Simon Addison: And it had some really helpful models in there for self reflection, for getting meaningful feedback from teams and developing techniques to engage stakeholders in the delivery of your vision. I would recommend that obviously it's not the first or the second best book on leadership, but maybe it's the third. Who knows?Kelly Molson: Love that. What's really interesting is these books. Both neither of those books have been recommended on the podcast before, so I always like it when a new ones come up because I add it onto my little wish list on Amazon. Dominic Jones: I'm going to read that book. I've not heard of that one, Simon, but that sounds amazing. I do love the book recommendations. I do the same. I go buy them. Except for the Harry Potter one.Kelly Molson: I already had and you knocked Geoff off as well, didn't you? Dominic Jones: Did I knock Geoff off? Kelly Molson: Yeah. Geoff was number one for quite a while. Dominic Jones: Is he no longer number one? Skip the Queue. Kelly Molson: No, did I not tell you that you are number one?Simon Addison: Once you edit this out, kelly, this is going to be a really short podcast episode. Kelly Molson: I'm leaving all of this in. Andy, what about you? Have you got a book that you'd like to share? Andy Povey: A book I'll keep going back to is The Experience Economy by Joe Pine. And I don't know whether someone else has recommended this in the past, but for me, that whole life chain value thing, the graph where you talk about a thing becoming a commodity and everything moving into the sort of experience space, really fits with what we're doing in our industry. It really fits with what we do at Convious. The reason I enjoy what we do. Kelly Molson: It's a good book. I'm going to ask Joe if he'll come on the podcast. Andy Povey: So I saw him talking at the Blooloop conference a few years ago. Absolutely compelling. Dominic Jones: Could he maybe talk at the January? Why don't we get him on 2025 podcast? Let's do that, right? Kelly Molson: Yeah, let's discuss it off the pod. Yeah, we'll discuss that later. Thank you all. I'm so grateful. Oh, as ever. Sorry, listeners. If you want to win a copy of those books, head over to our Twitter feed. You know what to do. Retweet this podcast announcement. But more importantly, go and fill in the survey. Be so grateful. Andy Povey: Fill in the survey. Kelly Molson: Fill in the survey. We have got, actually a podcast exclusive. Let me tell you how many attractions have taken part so far. Last year, 2022, 70 attractions from up and down the country took part. This year with a week well, actually, it's two weeks today, but a week to go. When this podcast launches, 129 attractions have taken part. So we've nearly doubled on last year. I'm so thrilled. But, yeah, if we could get that to 140, that would be amazing. Imagine 140 attractions being able to improve their websites this year, being able to improve their customer service, being able to improve their bottom line. That's what it's all about. Thanks, guys. You've been amazing. Simon Addison: Thanks, Kelly. Dominic Jones: Incredible.Andy Povey: Thank you, Kelly. Kelly Molson: Thanks for listening to Skip the Queue. If you've enjoyed this podcast, please leave us a five star review. It really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned. Skip The Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. You can find show notes and transcriptions from this episode and more over on our website, rubbercheese.com/podcast.

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn't. To remedy this giant hole in our content, we recorded this podcast.  Now, part of not having any content on the subject means I didn't have a definition ready for the term. However, like anyone would these days, I fixed that with an internet search. I found an excellent one at HubSpot, another great one at Salesforce, and third at Qualtrics. Each of these definitions was unique and oddly familiar. However, together they do a great job of defining the general outline of the concept. To summarize them, let's say that customer engagement is about interacting with customers in a connected way through a variety of channels to build an emotional connection with them.  In a recent podcast with Customer Experience pioneer Joe Pine, we explored the idea of time well spent. One addition I might make to the combination definition from my previous three sources is to deliver an experience that a customer thinks of as “time well-spent.” Often when customers feel this way about your product, service, or experience, they will recommend it to their friends and family—which is an excellent indication of engagement.  In this episode, we explore the concept of customer engagement and how you can craft a winning strategy for it in your experiences. Plus, we fill a hole in our content to satisfy Vijay's request and feel better about the job we are doing engaging you with our content.  Here are some other key moments in the discussion: 03:53  We share definitions regarding Customer Engagement and how we agree and disagree with part of them. 10:44  We discuss how finding a new idea in marketing is essential, so, reengaging old concepts under a new name is fine if it means solid strategy comes back into fashion.  17:02  We revisit the idea first shared by Pine on an earlier podcast about how engagement is also about time, from giving it to you to thinking of what was spent with you as a good investment.  20:52  Ryan offers his critique about the concept of customer engagement and a common mistake many organizations make when trying to improve it.  22:43  Colin share his key takeaways about the concept and how you can apply a practical strategy for engagement moving forward.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

We first spoke with Joe Pine way back in March of 2015 primarily about his books, The Experience Economy and Infinite Possibility. Our key takeaway from Joe's work is his Economic Value Progression graph which asserts that transformations are the highest level (at least in this world). This insight has become even more important as organizations move to subscription based models. We are looking forward to getting Joe's take and ask him about his recent piece in the Harvard Business Review - The New You Business.

We first spoke with Joe Pine way back in March of 2015 primarily about his books, The Experience Economy and Infinite Possibility. Our key takeaway from Joe's work is his Economic Value Progression graph which asserts that transformations are the highest level (at least in this world). This insight has become even more important as organizations move to subscription based models. We are looking forward to getting Joe's take and ask him about his recent piece in the Harvard Business Review - The New You Business.

We first spoke with Joe Pine way back in March of 2015 primarily about his books, The Experience Economy and Infinite Possibility. Our key takeaway from Joe's work is his Economic Value Progression graph which asserts that transformations are the highest level (at least in this world). This insight has become even more important as organizations move to subscription based models. We are looking forward to getting Joe's take and ask him about his recent piece in the Harvard Business Review - The New You Business.

Joe Pine was the first to identify many of the trends that have animated business for the last two decades, including the trend away from simple mass production to mass customization, and the emergence of the experience economy. Today, Joe joins us to discuss how those trends are influencing the future of work, and how companies might mass-customize experiences for employees. Joe Pine is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and startups. His best-selling book, The Experience Economy, has been published in 15 languages and used as a company guide for over 20 years. In this episode, Dart and Joe discuss:- The progression of economic value - The Experience Economy- The current transformation economy- How to customize a customer's experience and promote transformation- Brand authenticity- Focusing on value vs. price- The management style we need to create value- How to revitalize a business- The importance of company exploration and innovation- And more…Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. Joe is a co-founder of Strategic Horizons LLP and a lecturer at Columbia University. His best-selling book, The Experience Economy, has been published in 15 languages and used as a company guide for over 20 years. Joe serves as a Senior Fellow with the Design Futures Council and the European Centre for the Experience Economy. He previously served as a Visiting Scholar with the MIT Design Lab, a professor at Duke University, and a manager with IBM. Joe has been featured in The Wall Street Journal and Harvard Business Review. His other published works include Infinite Possibility, Authenticity, and Mass Customization. Resources Mentioned:The Experience Economy, by Joe Pine: https://www.amazon.com/Experience-Economy-New-Preface-Authors/dp/1633697975 Mass Customization, by Joe Pine: https://www.amazon.com/Mass-Customization-Frontier-Business-Competition/dp/0875843727 Authenticity, by Joe Pine: https://www.amazon.com/Authenticity-What-Consumers-Really-Want/dp/1591391458 Travel that Can Change Your Life, by Jeffrey Kotler: www.amazon.com/Travel-That-Change-Your-Life/dp/0787909416  

The conversation with Tom Davenport was a treat. Even though his latest book, "All-in On AI: How Smart Companies Win Big with Artificial Intelligence" was a big topic of discussion, what lured me in was his seminal book from back in the day called, "The Attention Economy." It was foundational for me, along with Joe Pine's "The Experience Economy." --------------------------------------------------------------------------------- Top 10 Takeaways: 1. Attention is the new currency: In the attention economy, where distractions are abundant, prioritizing and managing attention becomes crucial for productivity and deep engagement. 2. AI transforms the creative process: Generative AI technologies like GPT have the potential to automate content generation, improve quality, increase variety, and personalize content. 3. First drafts become less valued: AI systems like GPT are surpassing human capabilities in writing first drafts, leading to a shift where humans become editors and prompters in the creative process. 4. Editors become essential: As AI generates content, humans must embrace the role of editors to refine and improve the output, identifying novel ideas and ensuring effective communication. 5. New skills are required: Editing and refining AI-generated content are skills that need to be taught and nurtured, as they become essential for leveraging generative AI systems effectively. 6. Copywriting faces disruption: AI poses a significant challenge to copywriters, as it can produce commoditized ad copy more efficiently, but novel approaches to advertising still require human creativity. 7. AI is a threat and an opportunity: Generative AI technologies pose a significant threat to certain job roles, but those who embrace and collaborate with AI will be more effective and productive in their work. 8. Regulation and governance are necessary: AI technologies require better regulation and governance frameworks to address ethical concerns, accountability, and the potential misuse of AI-generated content. 9. Investment and commitment are key: Organizations need to move beyond experimentation and make significant investments in AI, creating dedicated structures and fostering a culture of continuous AI adoption. 10. Embrace AI or be left behind: Ignoring the transformative potential of AI is not an option. Organizations and individuals must embrace AI, adapt, and learn how to effectively leverage it for productivity, creativity, and competitive advantage. Learn more about your ad choices. Visit megaphone.fm/adchoices

Ron and Ed once again take the show on the road. For the third time, they are honored to appear at the Meeting of the Minds. Aside from taking questions from the attendees, they will have a conversation about an Harvard Business Review article from Joe Pine et al entitled, The “New You” Business. - https://hbr.org/2022/01/the-new-you-business

Ron and Ed once again take the show on the road. For the third time, they are honored to appear at the Meeting of the Minds. Aside from taking questions from the attendees, they will have a conversation about an Harvard Business Review article from Joe Pine et al entitled, The “New You” Business. - https://hbr.org/2022/01/the-new-you-business

Ron and Ed once again take the show on the road. For the third time, they are honored to appear at the Meeting of the Minds. Aside from taking questions from the attendees, they will have a conversation about an Harvard Business Review article from Joe Pine et al entitled, The “New You” Business. - https://hbr.org/2022/01/the-new-you-business

Time is our most valuable resource. It's a resource that you aren't able to get any more of,  no matter what you do, and you are losing more of it every second.  When you look at it like that, asking people for their time a much bigger deal than you might have considered at first. Therefore, when you are spending it with them, you should make the most of it.  Moreover, you are competing for customers' time. So, when they do give it to you, they are going to evaluate whether that was a good move afterward. If you are careful with it, you can end up on the bad side of an evaluation and a losing side of the battle for their attention in the future.  Joe Pine, co-author of The Experience Economy, writes about this battle for customer attention and how they evaluate time given to you in a recent article about 'Competing for Customer Time'. Check it out here. We also hosted him on a recent podcast where he shared his three categories for customers' evaluations of time given to your organization. They include time well saved, time well spent, and time well invested.  In this episode, we discuss these three categories and what they mean to organizational experiences. We also talk about how some organizations do it well, and some waste our time unapologetically.    Here are some other key moments in the discussion:   03:22  Colin explains how the three categories of customer evaluation of time as Pine explained in the article and on the recent podcast created an Aha! Moment that rivals some of the most significant in his career.  08:10  Colin shares a story about calling his health insurance company and how they did not respect his time, how that could result in his finding a new provider, and how they will never know why.   12:39 We share an example of a company that takes their service and elevates it with the theatrical to create a time well spent evaluation.  22:44 We get into time well invested, and what expectations customers are likely to have before they would give an organization a positive evaluation in this area. 25:33 We share our final thoughts on what is happening here regarding the battle for customer's time and how you can leverage this insight for your organization.   Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

The differences between the opposite ends of the spectrum and how to own any position you choose to claim.How to migrate from one point on the spectrum—selling, marketing, service delivery and authority building—to another.Matching your business and revenue model (including how big an audience you'll want to attract) to your unique balance between consulting and coaching.Deciding which kinds of transformations matter most to you.The role of advisory retainers in moving across the spectrum.Quotables“It (coaching) feels a lot more like a transformation that you're selling and…it feels more like you're transforming the buyer into thinking a new way.”—JS“You have these opposite ends of the spectrum between consulting and coaching and then there's so many points in between you can own.”—RM“I took baby steps from consulting to coaching because it was like a relatively small number of people paying me a relatively high amount of money.”—JS“I had this philosophy—even when consulting—that the answer wasn't in me. The answer was in the client. And my job was to get that answer out.”—RM“It's really hard for me to imagine ever reversing direction on that spectrum (of consulting to coaching).”—JS“Now my greatest joy is when somebody hits a new level. Watching that dawn on people—midwifing those transformations—that's what I value.”—RM“And they're like, ‘I know I've heard you say this a thousand times, but you said it a little differently this time, and all of a sudden it clicked.' I just love those because they're so visceral to the reader or the listener.”—JS“Advisory retainers are another option where you can start to straddle the difference between classic consulting (where you're doing) and classic coaching (where you're always there).”—RMThe Experience Economy Episode with Joe Pine

Have you progressed beyond the dark ages of stodgy, antiquated law practice? If you're listening to this show, I bet you have, but has your service delivery fully embraced the current experience economy? What does that even mean? Our guest, Joe Pine, is here to explain. Joe is a distinguished author, speaker, and management advisor. We focus our talk largely around his influential book, The Experience Economy, and what that means for law firm owners. As our economy has shifted from a simple commodity-based one to a much more refined experience-based economy, our offerings and service delivery must change. Joe explains the five tenets that should guide your offerings in the modern economy. You should be: 1. Robust 2. Cohesive 3. Personal 4. Engaging 5. Transformative  That final step, transformation, is crucial. You need to be defining the outcome of the experience and how you change your clients' situations. Joe explains each step in detail, and gives examples of how you can employ each one in your firm.  Find Joe at https://strategichorizons.com/, on LinkedIn at https://www.linkedin.com/in/joepine/, or on Twitter at https://twitter.com/joepine. ----- FiveStarCounsel.com Ask a question and we'll answer on the show! Get our FREE client service whitepaper!  

The CX Goalkeeper had the great opportunity to interview Joe PineLinkedIn Headline: Speaker, management advisor, and author of such books as The Experience Economy, Infinite Possibility, Authenticity, and Mass Customization.Highlights:The progression of the economic valueMass CustomizationMeasuring memorabilitiesThe future of CXJoe's Golden Nuggetand much more on https://www.cxgoalkeeper.com/JoePine

Joe Pine - Co-Founder at Strategic Horizons LLP [Experience Economy]ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

Do you want more time, attention, and money from your prospects and clients? You will love this conversation with one of my all-time favorite authors, Joseph Pine, author of The Experience Economy. Our guest today is Joseph Pine II. He is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups. He is co-founder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In 2020 Joseph Pine and James Gilmore released a new edition of one of my all-time favorite business books, The Experience Economy: Competing for Customer Time, Attention, and Money. This book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. I'm not alone in being a fan of this book. The Experience Economy has been published in fifteen languages and was named one of the 100 best business books of all time by 800ceoread. Joe is also a contributor to the Harvard Business Review. He co-authored a thought-provoking article in the January 2022 edition, "The New You Business." This article is packed with powerful ideas we will explore in our conversation today. If you have a sales team and you want to boost results, you need to get to know Selling From the Heart. What's excellent about Selling From the Heart is how it takes a different approach to drive sales. The goal is to build trust quickly with clients and prospects through authenticity. The result is more effective prospecting, higher close rates, and more referrals. Best of all, the Selling From the Heart methodology works with your existing sales model. To learn more, visit www.sellingfromtheheart.net and make sure to listen to me and my co-host Larry Levine each week on the Selling From the Heart Podcast!

How can you build active communities as a B2B company?Bill Staikos, Senior VP at Medallia, talks to Sammy about his experience in community building, what leverages Medallia's community, and how his personal brand on LinkedIn plays into it.What's in it for you:1. Why and how Medallia invests in their client led community & community events to drive growth2. How B2B companies can start building active communities3. Who to hire to be successful with community building4. How Bill sets his focus for content topics for thought leadership5. Bills framework to create content consistently on LinkedInAbout Bill:Bill is Senior Vice President, Evangelist and Head of Community Engagement at Medallia. He provides expertise in CX Strategy and CX & Contact Center Tech Stack. His areas of experience also include research & insights, data & analytics, transformation, journey analytics & orchestration, metaverse, artificial intelligence and machine learning – to make better decisions around customers, employees and building a customer-centric culture. Bill loves playing Legos with his kids. On most days, he meditates at his desk for 10 minutes before starting work.Find Bill on LinkedIn: https://www.linkedin.com/in/becustomerled/ Bill's business book recommendations: On the Road: the Original Scroll – Jack Kerouac https://amzn.to/3yDHoft Experience Economy, With a New Preface by the Authors: Competing for Customer Time, Attention, and Money – B. Joseph Pine, James H. Gilmore https://amzn.to/3O5pHLM The Wallet Allocation Rule: Winning the Battle for Share - Timothy L. Keiningham https://amzn.to/3RvY69f The Grid: The Master Model Behind Business Success - Matt Watkinson https://amzn.to/3cfDbHt The Snowball: Warren Buffett and the Business of Life - Alice Schroeder https://amzn.to/3AOMLLv Bill's favorite business leaders:Jack Welch – https://www.linkedin.com/in/johnfwelch/ Fred Reichheld – https://www.linkedin.com/in/fredreichheld/ Joe Pine – https://www.linkedin.com/in/joepine/ Justin Welsh – https://www.linkedin.com/in/justinwelsh/ Dennis Geelen – https://www.linkedin.com/in/dennis-geelen-5a95703/ Our GROW B2B FASTER episode with Justin Welsh: https://podcast.sawoo.io/1166228/10418104-ep-52-justin-welsh-is-cracking-the-linkedin-code-2m-revenue-in-2-years-posts-with-1-000s-of-likes-comments-and-0-spent-on-marketing __________About Medallia:Medallia offers a SaaS platform focused on customer experience management. The award-winning Medallia Experience Cloud leads the market in understanding and managing customer, employee and citizen experiences. Using Medallia Experience Cloud, customers can reduce churn, convert disengaged customers into promoters and buyers, create cross-sell and up-sell opportunities on the fly, and make revenue-generating business decisions that provide a clear and strong return on investment.Website: https://www.medallia.com/ Industry: Software developmentCompany size: 2000Headquarters: San Francisco, California, United StatesFounded: 2001__________About the host Sammy:Sammy and SAWOO enable you to drive recruiting & employer branding via your hiring managers on LinkedIn. We help you:- Speed up hiring - Reduce hiring costs - Create an authentic Employer Brand- Create a Talent Pool that you can tap into any timeGet in touch with Sammy: https://www.linkedin.com/in/sammygebele/__________ Past show guests:  Justin Welsh, Ian Koniak, and many more.

Today I'm so happy to be talking to Mitch Bach about what makes a great guided experience and how you can create wow moments in your programmes. Mitch is one of those people you meet and instantly get on with. He's warm, witty and whip-smart. We met in New York a few years ago and have been friends ever since. We share the same passions about making guided experiences interactive, participative, memorable and even, transformative.  Mitch is the co-founder of TripSchool, a community of 6,000+ tour guides, tour leaders and entrepreneurs committed to lifelong learning. He's also the leader of Tourpreneur, a community of 4,000+ tour operators. Both organisations offer training, mentorship, meetups, and a wide range of other resources to empower and encourage experience creators. And that's what we're talking about today - guided experiences and tours. We discuss what makes a great guided tour and what makes a great guide. Then we spend some time exploring what a ‘wow' moment is and how you can create them to make your programmes more memorable and, even transformative.  This is a longer chat than usual as we had so much to talk about. You will definitely want to grab a notebook as there are so many takeaways from this chat. So, here it - enjoy! Links Tourpreneur Community Group - http://facebook.com/groups/tourpreneur (facebook.com/groups/tourpreneur) TripSchool - http://thetripschool.com/ (thetripschool.com) Books Mitch recommended: The Experience Economy - B. Joseph Pine II and James H. Gilmore  The Power of Moments - Chip Heath Interpretation: Making a Difference on Purpose - Sam H. Ham The Art Engager Episode 32 - https://podcast.artengager.com/episode/6-ways-to-create-awe-inspiring-experiences-with-art-and-objects (6 Ways to Create Awe-Inspiring Moments) Tourpreneur Podcast episode with Joe Pine about experiences: https://podcasts.apple.com/gb/podcast/the-experience-economy-in-tours-and-activities/id1447408463?i=1000566631925 (The Experience Economy in Tours and Activities with Joe Pine)

The Experience Economy in Tours and Activities with Joe Pine In this episode, Chris Torres, Mitch Bach and Pete Syme talk with author Joe Pine to discuss The Experience Economy and how this can help deliver transformational experiences in tours and activities. We discuss... - What the Experience Economy is - How to design an experience - How to deliver an experience at every stage - Delivering transformational experiences in day tours and multi-day tours - How the Experience Economy fits in with the digitisation of tours and activities Join the Tourpreneur community: https://www.facebook.com/groups/tourpreneur Grab a copy of The Experience Economy: https://www.amazon.com/dp/1633697975/ref=cm_sw_r_tw_dp_MHM65SGJTGJK6TK4CF49

If you're in business today – and even if you aren't – you can't go too long without hearing, reading or talking about customer experience, and more broadly the experience economy. That wasn't always the case. In fact it wasn't until Joe Pine and his co-author James Gilmore introduced us all to the term experience economy in a 1998 article, then authored the seminal book The Experience Economy a year later. And things in business really haven't been the same since. Recently my CRM Playaz co-host Paul Greenberg and I had the pleasure of having Joe Pine join us for a LinkedIn Live conversation on how the ideas put forth in the book have evolved over time, and how companies have done putting those principals in the book into action – especially over the past few turbulent years.

You may remember Joe Pine from podcast #19. He's the co-author of The Experience Economy, Infinite Possibility, and Authenticity and author of Mass Customization as well as co-founder of Strategic Horizons LLP. On today's episode, Sarah welcomes Joe back to discuss a column he co-wrote recently for HBR titled The “New You” Business which dives into the business opportunity of transformation.

Joe Pine is an acclaimed author, speaker, management advisor, and co-founder of Strategic Horizons LLP. Joe's career began with performance analysis with IBM, where he was introduced to the idea of Mass Customization after joining the strategy team. After this journey, he co-founded Strategic Horizons LLP, a thinking studio centered around helping clients think differently and conceive new ways to develop their economic value through the lens of the experience economy and mass customization. Throughout Joe's notable career, he has filled many shoes and learned many skills that he shares in order to help grow the next generation of professionals. In this interview, Joe talks about the experience economy, mass customization, and transformation.   The Experience Economy “You see experiences everywhere, and you see how much people value the experiences that they have.” Everybody wants to live their life to the fullest, and the main way to bring that fulfillment to people is through experiences. When lots of people want something, there will inevitably be an economy centered around it. As the world has evolved, we have seen shifts in these economies. From industrial to knowledge, and knowledge to services. The new shift is turning those services into experiences.  On a dramatic increase over the past 25 to 30 years, this economy endlessly grows the expansive world of experiences. Even now, people are looking for things as simple as shopping to turn into something more. As recent world events have shown, many things can be done from the comfort of home. People now need a reason to come into the store other than buying things, as it is nearly pointless unless an experience is created for them. As the world evolves technologically, people are realizing that they need to experience something before they buy it. This all leads to the end goal of an economy creating memorable and meaningful experiences.    Mass Customization “Mass Customization automatically turns a service into an experience.” From an economical standpoint, tailoring ‘something' into ‘something more specific' can truly make a difference. This made-to-order mindset is what people heavily desire within the experience economy. Mass customization is the bridge between products and services, and most importantly, services to experiences.  Before recent innovations, the attractions community treated people like mass products, no matter what, everybody got the same thing. There was little to no tailored experience, and it left a very big spark of theming out of themed entertainment. Once bigger companies implemented new technology, people began to experience things tailored to what they want. This made-to-order mindset being implemented further expanded the industry into an entire new world of innovation, allowing companies to get more personal and customize the individual.    Transformation “It's about going beyond the experience to help your customers achieve their aspirations.” Transformation is an important part of life, happiness, and the economy. People only change through the experiences they have. There are many different cases where people would naturally experience transformation, or will go about seeking it personally. When experiences are created, it is important to acknowledge and try to direct how people will be transformed.  People actively seek change. Even in experiences outside of the themed entertainment industry, people can overcome something like their fear and walk out of that experience feeling like an improved person. When people seek experiences, they also seek transformation. Providing and nourishing this delicate part of experiences is key to the experience economy. In addition, to further enhance the transformation that people are looking for, using mass customization is key. Overall, transformation is the end result of experiences, and that should be more recognized and improved to even further grow the experience economy.   To connect with Joe, connect with him on LinkedIn and follow him on Twitter.  To learn more about Strategic Horizons and the Experience Economy certification, visit www.strategichorizons.com.  For the frontline video training course, visit www.onstagetraining.com.   This podcast wouldn't be possible without the incredible work of our amazing team: Scheduling and correspondence by Kristen Karaliunas Branding and design by Fabiana Fonseca Summary by Mason Nichols To connect with AttractionPros: attractionpros@gmail.com

We're living in an Experience Economy whereby customer needs continue to change. How can you better differentiate your brand and compete for customers' limited time, attention, and money?  Featured guest Joe Pine, an internationally acclaimed author, speaker, and management advisor explains the five E's to differentiate and make it easy to interact with your brand. As Joe says, "Drama is friction" and you must provide frictionless experiences as customers expect. Learn more at DoingCXRight.com/podcasts

What will it take for in-person retailers to remain successful in a world increasingly dominated by Amazon? In two words: Transformative Experiences! In this episode we offer predictions and guidance for retailers who are ready to earn the economic power of guiding their customers on meaningful and impactful transformational journeys.    In This Episode:    [02:00] What exactly is the Transformation Economy? [03:32] Where Transformations fit within the Experience Economy as described by B. Joseph Pine II and James H. Gilmore [04:36] Dave reflects on an article he co-wrote called The New You Business: How to Compete on Personal Transformations for the Harvard Business Review.   [06:20] How does understanding people's wish for transformation influence how companies think about jobs to be done?   [09:50] Which retailers are currently doing well with Transformations? [16:57] We make suggestions for ways Home Depot could successfully compete in the Transformation Economy.  [33:43] What it is going to take for in-person retail to stick around in the world of Amazon.   [34:05] Here is a video Dave and Aransas made with Joe Pine to help you dig deeper into the concept of transformational jobs within the retail industry.  https://www.stonemantel.co/hbr-article   Key Takeaways:    77% of consumers tried new shopping habits in 2021.   Experiences drive a greater economic value.  People are more willing to invest in them.   Retailers need to know what role they are going to play to help people transform their customers' lives.   Companies that focus on the progressive journeys of their customers rather than just the spending aspect tend to build more trust with their customers.  

Professional property managers want to create great experiences for residents, investors, and their teams. They also want the profit rewards that go along with it. But experience design and innovation is hard and requires a skill set that is distinct from real estate knowledge and expertise.   In this Bonus PMLX Masterclass, Andrew talks with Joe Pine, author of the bestseller “The Experience Economy” and the world's leading authority and trainer on becoming an experience designer.   To learn more about Joe Pine and his company, visit at https://bit.ly/j-pine   Follow the conversation PMs are having about this and more at https://bit.ly/pmlx-fb   Stay up to date on events and resources at https://bit.ly/rbp-home   Follow The Triple Win by Second Nature and never miss an episode!

There's a big difference between services and experiences, and according to this week's guest, companies who are not staging experiences are missing important revenue opportunities. In this episode, Joe Pine, internationally acclaimed speaker and bestselling author of The Experience Economy: Competing for Customer Time, Attention, and Money, joins host Shawn Nason to challenge leaders from all industries to rethink their approach to customer experience. Learn more about your ad choices. Visit megaphone.fm/adchoices

Your hosts, Aransas and Dave, recently had the opportunity to speak with the true pioneers of Experience Strategy, Lou Carbone, Joe Pine, and Bernd Schmitt for a previous episode of The Experience Strategy Podcast. These pioneers shared so much valuable information that Aransas and Dave decided to sit down together and thoroughly unpack the ‘aha moments' from that episode. Tune in to hear a breakdown of the key lessons these Pioneers shared.   IN THIS EPISODE:  [01:22] Lou Carbone discusses how experiences can transform companies and their employees. [03:00] Dave unpacks Lou's description of the experiences he had as a strategist in the 1980s, learning different marketing execution approaches from companies like Disney, and how the pioneers decided to do something more transformational for companies. [07:00] Dave and Aransas discuss the importance of analyzing what the customer is experiencing and how companies can improve that experience for them. Favoring the comprehensive viewpoint as the customer is key in accomplishing this. [10:00] Aransas discusses Bernd's opinion about looking at the consumer's sensory experience and how that goes into the consumer experience design. [14:00] Aransas and Dave discuss using customization in service of the consumer's experience rather than the brand experience. [18:00] Data and technology has been a driving force in moving customization forward to create personal connections to consumers. Aransas and Dave discuss ways companies like Netflix and Stitch Fix have tailored their customers' experiences through premium memberships. [23:00] Dave discusses “Journey Mapping” and delves into Harvard Professor, Michael Porter's five forces, and how companies used these strategies to create their business models [26:30] Aransas discusses the change that's taken place for businesses and consumers to connect with the advancement of technology and social media. [29:08] A clip from Bernd discussing customer experience management. Dave shares what that means and how companies can manage the customer experience by examining it holistically and innovatively by using measurement and analytics.   KEY TAKEAWAYS:  The pioneers were part of a revolution in consumer experience by examining what big companies were doing for their consumers and then taking that information and transforming the experiences for other companies to utilize. Once companies started to market their services by looking at consumers' viewpoints and sensory experience, they could create a more targeted approach towards marketing to their ideal customers. Consumer experience changed heavily with technology and customization. Companies that were able to use data and technology to tailor to the customer's specific needs were able to capture more positive experiences with their customers leading to more sales or premium service subscriptions.   Links Mentioned: The Experience Strategy Podcast Episode 4 - Experience Pioneers BIO:   Lou Carbone Lou Carbone is founder and CEO of Experience Engineering®, Inc.. Since the late 1980's, Carbone has continuously been at the forefront of studying, exploring and developing value creation through experience management and is often referred to as the Godfather of Experience Management. He is recognized as a thought leader in the field as well as an experience management futurist, continuously innovative, hands-on academic/practitioner. He wrote the book “Clued In: How to keep customers coming back, again and again, published by FT Prentice Hall which won Fast Company's Reader's Choice Award.  Lou originated the concept of Emotional and Unconscious Clue Based Experience Design and Total Experience Management® and a robust proprietary methodology and perspective called Experience Engineering®.    Joe Pine B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money with many new ideas, frameworks, and exemplars plus a new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre; Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy companies now compete against the world for the time, attention, and money of individual customers.    Bernd Schmitt Bernd Schmitt is Robert D. Calkins Professor of International Business and Faculty Director of the Center on Global Brand Leadership at Columbia Business School in New York. He is widely recognized for his major contributions to branding, marketing, and new technologies through his unique focus on the customer experience and innovation. He has published in the major marketing journals and written nine books which have been translated into 25 languages, including, among others, Experiential Marketing, Customer Experience Management, Big Think Strategy and Happy Customers Everywhere. Schmitt has consulted and developed brand, experience and innovation strategies for clients in consumer packaged goods, automobile, electronics, software, financial services, pharmaceuticals, beauty and cosmetics, hospitality, and media industries.

In this episode, Aransas and Dave are joined by the experience strategy pioneers, Lou Carbone, Joe Pine, and Bernd Schmitt to take us back to the birth of Experience Strategy, Design and Marketing. In this episode we dig into the cultural and business forces that drove the experience revolution, explore how experience strategy has transformed business development, product design, and marketing, and discover what these pioneers predict is on the horizon.   In This Episode: [03:12] Lou Carbone talks about his career background in advertising [08:55] Aransas speaks with Bernd about creating and selling consumers an experience, not just a product,  while adding value to their lives [11:00] Experiential marketing to influence how people think, feel, act and relate to product features [17:27] Joe sharet how we enable differentiated experiences and how they adapt and change over time  [25:00] Lou digs deeper into the the influence ofconsumer's environments [32:39] Joe speaks about the progression of economic value [34:10] Bernd explains more about the project/customer experience management framework. Focusing on how customers see things rationally, emotionally, and experientially and creating value-based experiential platforms [44:00] How experiences have changed from the early 2000's digital revolution and how technology has been integrated into our daily lives.    Key Takeaways:   Many companies are bogged down by Industrial Age ideas that prioritize process over experience Goods and services are not enough anymore in this day in age- companies must emphasize the experience for their customers in order to create lasting relationships with consumers. Focusing on how customers feel and relate and how the business can help them with any pain points in their lives and solve any problems is key to creating a connection.  Fusionomics is the exploration of how consumer experience will continue to change with developing technology and how this integrates into our lives. How companies and businesses adapt and change to keep up with technology will be the key to creating a positive experience for consumers.  The future will belong to companies that create platforms integrating services, products, and meaningful experiences     Bio: Lou Carbone Lou Carbone is founder and CEO of Experience Engineering®, Inc.. Since the late 1980's, Carbone has continuously been at the forefront of studying, exploring and developing value creation through experience management and is often referred to as the Godfather of Experience Management. He is recognized as a thought leader in the field as well as an experience management futurist, continuously innovative, hands-on academic/practitioner. He wrote the book “Clued In: How to keep customers coming back, again and again, published by FT Prentice Hall which won Fast Company's Reader's Choice Award. Lou originated the concept of Emotional and Unconscious Clue Based Experience Design and Total Experience Management® and a robust proprietary methodology and perspective called Experience Engineering®.    Joe Pine B. Joseph Pine II is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy: Competing for Customer Time, Attention, and Money with many new ideas, frameworks, and exemplars plus a new Preview to their best-selling 1999 book The Experience Economy: Work Is Theatre; Every Business a Stage. The book demonstrates how goods and services are no longer enough; what companies must offer today are experiences – memorable events that engage each customer in an inherently personal way. It further shows that in today's Experience Economy companies now compete against the world for the time, attention, and money of individual customers.    Bernd Schmitt Bernd Schmitt is Robert D. Calkins Professor of International Business and Faculty Director of the Center on Global Brand Leadership at Columbia Business School in New York. He is widely recognized for his major contributions to branding, marketing, and new technologies through his unique focus on the customer experience and innovation. He has published in the major marketing journals and written nine books which have been translated into 25 languages, including, among others, Experiential Marketing, Customer Experience Management, Big Think Strategy and Happy Customers Everywhere. Schmitt has consulted and developed brand, experience and innovation strategies for clients in consumer packaged goods, automobile, electronics, software, financial services, pharmaceuticals, beauty and cosmetics, hospitality, and media industries.

Welcome to the Experience Strategy Podcast, the only podcast focused on the challenges of creating and executing an experience strategy.   In this debut episode, your hosts, Aransas Savas and Dave Norton welcome you to their new podcast. Aransas is a coach and Experience Designer who has worked with leading consumer brands for the last 20 years. Dave is an Experience Strategist and the founder of the Insights Consultancy, Stone Mantle and author. Listen in to learn a little more about Dave and Aransas and the ways this show is going to tap into smart consumers, small business owners and big business experts to understand what makes an impactful experience strategy.    In This Episode: [01:00] Getting to know Dave and Aransas and how they met [04:18] Aransas's start in theatre and her love for storytelling that led her to became interested in Experience Strategy [06:20] Dave's PhD work and time at a design firm where he led design research  [08:00] The influence of Joe Pine and Jim Gilmore's book, The Experience Economy[09:20] The thrill of redesigning a resort private island and cruise lines experience industry [11:27] The genesis of The Stone Mantel Collaborative [13:00] Stories of working with CocoaVia, Disney and the Smithsonian [15:00] Creating meaningful experience strategies in 2021 [17:17] The goals of the Experience Strategy Podcast [20:00] How we will grade companies that we dig into on The Experience Strategy Podcast   Key Takeaways: There are hundreds of Customer Experience Podcasts out there, but this is the only one designed to help companies big and small design experience strategies that deepen brand relationships The show will feature small business owners, big names in experience strategy and smart consumers to create actionable impact  The hosts main hope for this podcast is to help a business think about things from the consumer's standpoint. Questions like, Did the consumer feel like this was time well spent? Did they reach their target audience? What are different techniques that can be used?