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.

In this episode of The Experience Strategy Podcast, we’re joined by George Barnett, strategy expert and author of The Strategy Toolkit, a newsletter that includes excerpts from his books on strategy, plus insights, analysis and strategy for the 21st century. We look at how business strategy has changed over the last 20 years and why customer experience is now so important for success. George shares stories from his work, showing how focusing on customer experience can help businesses grow and attract investors. Tune in to the episode as we discuss:

• Why some common ways of measuring customer happiness might not work well

• How to use CX to attract investors

This episode is a must-listen for anyone interested in making customer experiences better and ways to have a bigger impact on their company’s decision.

For access to the transcripts to this episode, click here.

In this episode of the Experience Strategy Podcast, podcast hosts, Dave Norton and Aransas Savas explore the rapidly evolving landscape of enterprise community building with Rich Millington, founder of FeverBee and a leading expert in community strategy. With nearly two decades of experience helping organizations build thriving communities for members, customers, and employees, Richard brings a wealth of knowledge from working with industry giants like Google, Facebook, Oracle, and Wikipedia. His insights challenge traditional notions of community management, advocating for supporting existing ecosystems rather than controlled forums, and offering practical strategies for mapping community landscapes and measuring real outcomes. Tune in to this episode for a fresh perspective on creating meaningful, collaborative experiences that drive genuine value for businesses and their stakeholders.

For access to the transcripts of this episode, click here.

In this episode of the Experience Strategy Podcast, Sarah Dusek, an entrepreneur, venture capitalist and author, takes listeners on a journey through her remarkable career in experience-driven business. From founding the pioneering glamping company Under Canvas to her current venture in global regenerative travel, Sarah demonstrates how aligning personal passion with customer needs can create industry-shaping innovations. She shares valuable insights on the power of businesses to mold culture and drive positive change, emphasizing the importance of sustainability and community impact in experience design. Sarah's discussion of her upcoming book, "Thinking Bigger," offers a compelling perspective on women's empowerment in business and the significance of dreaming big when it comes to making an impact. Throughout the conversation, she provides experience strategists with practical advice on developing strong points of view, building conviction, and creating internal advocates for successful implementation. This episode is a masterclass in experience strategy, offering lessons on scaling innovative concepts, incorporating regenerative practices, and bridging the gap between visionary ideas and real-world execution.

To access the transcripts to this episode, click here.

In this episode, Experience Strategy Podcast hosts Aransas Savas and Dave Norton sit down with Brian Anderson, Director of National Outings at the legendary Sierra Club. With over 130 years of advocating for people, places, and the planet, Sierra Club has mastered the art of crafting transformational travel experiences that drive personal growth and global impact. Packed with insights on experience design, engagement strategy, and impact measurement, this episode is a must-listen for anyone looking to harness the power of transformational experiences. Tune in now and discover how Sierra Club is pioneering a new era of meaningful, impactful travel.

Click here for access to the transcripts of this episode

In the latest episode of The Experience Strategy Podcast, we’re dismantling traditional market segmentation and rebuilding it with the revolutionary concept of situational markets. Dave Norton, our experience futurist, gives us a sneak peak into his upcoming book that’s set to redefine how we create value. Joined by industry veteran John Gusiff, we discuss the power of jobs-to-be-done research, the limitations of demographic-based personas, and the critical importance of understanding evolving customer needs. From leveraging qualitative data to scale situational strategies, to anticipating your customers’ future selves, this episode is packed with game-changing ideas for forward-thinking experience strategists.

For access to the transcripts for the episode, click here.