In this episode of the Experience Strategy Podcast, hosts Joe Pine, Aransas Savas, and Dave Norton discuss the Wall Street Journal article about Cracker Barrel's recent transformation efforts aimed at attracting younger customers while retaining their core base. They explore the challenges and opportunities of modernizing a legacy brand, emphasizing the importance of experience strategy over mere aesthetic changes. The conversation highlights the role of employees in successful transformations, the impact of economic factors on customer behavior, and innovative ideas for enhancing the dining experience.

• Cracker Barrel is attempting to modernize while retaining its nostalgic appeal.
• Transformations often fail when they ignore the core customer base.
• Experience should lead brand decisions, not the other way around.
• Employee involvement is crucial for successful transformations.
• Economic changes can create opportunities for brands like Cracker Barrel.
• Experience strategy can be a powerful tool in attracting customers.
• Innovative dining experiences can differentiate a brand.
• Understanding customer needs is essential for effective transformation.
• Merchandising strategies can enhance the overall experience.

Chapters

00:00 Introduction to Experience Strategy Podcast

01:05 Cracker Barrel's Transformation Journey

04:05 Understanding Cracker Barrel's Nostalgia and Experience

08:10 The Role of Aesthetics in Experience

10:06 Employee Engagement in Transformations

14:07 Navigating Economic Challenges and Customer Needs

18:04 Innovative Ideas for Enhancing Customer Experience

20:16 Conclusion and Future Insights

In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Dave Norton, and Joe Pine discuss the evolution of the podcast, introduce new co-hosts, and explore the concept of experiential retail through the lens of Scheels, a successful retail store. You might have seen in The Washington Post that Scheels is conquering middle America. During a downturn and with tariffs on the way, how will people shop at retailers like Scheels. They emphasize the importance of community, trust, and contextual design in creating meaningful experiences for customers. The episode wraps up with key takeaways for strategists looking to enhance their experience strategies.

Takeaways

• The podcast has an additional co-host! Joe Pine

• The Washington Post did a great article about marketing experience retailer, Scheels.

• Scheels is a successful example of experiential retail.

• Experiential retail can drive sales for surrounding stores.

• Community involvement builds trust with customers.

• Charging for experiences can turn marketing into a profit center.

• Design experiences with the customer's context in mind.

• Companies that reinvest in communities earn sustainable trust.

• The importance of creating third places for community gathering.

• Experience strategies should focus on customer systems.

• Engaging in local experience excursions can provide valuable insights.

• This episode brought to you by The Experience Strategy Collaboratives. Enter to win a free one-person membership in the Collaboratives —a $35,000 value!

Chapters

00:00 Welcome Back to Experience Strategy Podcast

03:22 Introducing the New Format and Co-Hosts

05:24 Exploring the Scheels Experience

11:01 The Importance of Context in Experience Design

18:06 Building Trust Through Community Engagement

21:11 Wrap-Up and Key Takeaways

In this episode, experience strategists Dave Norton and Aransas Savas speak with Blake Morgan, the “Queen of CX” and a leading futurist in customer experience, about her latest book and insights on the future of customer service. Blake explains why customer service levels are at historic lows despite post-COVID digital transformations and emphasizes the need for companies to remain customer-centric during economic uncertainty. She introduces her WAYS framework for building effective CX strategies and discusses the critical role of empathy and human connection in an AI-driven world. Additionally, Blake highlights the essential connection between employee experience and customer loyalty, showcasing how businesses like Trader Joe’s thrive by investing in their people. This episode offers invaluable insights for CX leaders and anyone passionate about fostering customer-centric cultures that endure.

To access transcripts to this episode, click here.