SIMPLE brand With Matt Lyles
Do you ever wonder why the top brands are winning? It’s because they provide customers with the one thing that most brands aren’t - simplicity. How can you learn from them and create the same experiences on a smaller budget? The SIMPLE brand podcast will help.Join Matt Lyles, and his guests, as they share tactics, tips and strategies to help your business brand out from the crowd. You’ll learn how to create simple experiences for your customers and your team members through marketing, branding, content, social media, customer experience, leadership, organizational culture, productivity and so much more! Your customers live in a complicated world. Let’s make it SIMPLE. Guests include: Andrew Davis, David Burkus, Dee Ann Turner, Grant Baldwin, Heather Heuman, Melanie Deziel, Ray Edwards, Roger Dooley, Stacey Hanke and many others.
SIMPLE brand With Matt Lyles
Dave Norton - Ensure Your Customer's Time is Well Spent
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Matt Lyles
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Episode 120
In this week’s episode of the SIMPLE brand podcast, I talk with Dave Norton.
Dave’s the Founder and Principal of Stone Mantel, an insights consultancy focused on helping companies create meaningful experiences for their customers.
And he co-hosts the Experience Strategy Podcast where he explores how organizations create deep and meaningful relationships with their customers.
Dave and I discuss all the right ways to design your customer experience so that your customers won’t see it as time wasted - but rather as time well saved, time well invested, and especially time well spent.
Here’s what we discuss:
- With all the apps that promised to help save time, people feel like they have less time
- Brands make the mistake of focusing on convenience without considering time spent
- The difference among time well spent, time well saved, and time well invested in experiences
- How to be purposeful in focusing on time in your customer experience
- Focusing too much on customer segments and personas can limit innovative thinking
- More successful disruptors focus on situations and problems to solve vs a customer persona
- How to find out if your customers consider their experience time well spent
- The ideal way to pinpoint specific interactions to focus on to make time better
- How to proactively deal with the uncertainty of evolving customer expectations
RESOURCES FROM THIS EPISODE: