Patients are humans. The digital health landscape is constantly evolving, and there is a lot of opportunity for the US healthcare system to better utilize tools and data to improve the patient experience by viewing them as human beings with individual needs and values. In today’s episode, we’re looking at the intersection of healthcare and experience with Jan Oldenburg of Participatory Health Consulting. Tune in to hear how we can start doing better by patients.

Visualization is an important part of meaningful motivation at every stage of the transformative process.

Companies can help support motivation through visuals that keep the goal top of mind, spark motivation, and show and celebrate progress towards the goal.

Visualizations fall into three categories: those we think about, those we imagine, and those we can see. People prefer to have a mix of both physical and digital visualization tools.

When people hire you for an Aspirational Job to be Done, they’re hiring you to help them create change. While it’s likely they’ll understand the outcome they’re looking to change, it's less likely they know how to change it (or they probably wouldn’t be hiring you.) Guiding and supporting change requires you to help boost awareness of what’s already happening. So, in part 3 of our 8-part series on Meaningful Motivation, we’re talking about the importance of designing moments of reflection that build awareness.

Most businesses only collect feedback from 1% of their customers and by the time they’ve reviewed it, it’s too late to effectively respond. It’s time to address the problem of biased and irrelevant customer research. Georgina Nelson, Founder of TruRating, joins us to discuss how she’s helping her clients collect actionable and contextual customer feedback at point-of-sale. Tune in to hear why it’s time to let go of Net Promoter Score (NPS).

More than ever, people expect their experiences with brands to motivate them to achieve their goals. We’ve done extensive research to understand what this takes and turned these insights into frameworks that any company can use. Tune in to learn powerful ways to design products and services that motivate and inspire!

As we continue our tour through the key design principles of Meaningful Motivation, our next stop is Meaningful Measurement. There are many elements that come to play in meaningful measurement, but for today, we’ll focus on one of the most important and often overlooked elements.

From KPIs to OKRs plenty has been written on measurement, but from a Meaningful Motivation perspective, we have to understand that as important as process is, humans are motivated by results. If you’re in the Motivation business, your customer is going to measure the value of their time spent with you and invested in your products and services, based on results.

Most companies focus on quantitative measurements, like pounds lost, dollars saved, or blood pressure lowered. Compared to qualitative measures, they are easier to measure, and therefore, demonstrate results. Unfortunately, these results usually aren’t compelling or consistent enough to maintain sustained engagement. To keep your customer focused throughout a process that will inevitably have ups and downs, you need to also be able to measure progress toward the benefits of these metrics. That’s where a compelling “why” comes in.

It’s time to start treating students like customers. Historically, higher education hasn’t leveraged modern customer experience techniques to support students throughout their journeys. In this episode, Cindy Casper, the first insights strategy consultant in higher education, makes the case for taking a fresh look at students’ needs. Tune in to discover the powerful insights and experience strategies Cindy and her team employed at Arizona State University to better support students at their institution.

We’ve spent years interviewing and observing thousands of people to understand what motivates them meaningfully. In this eight-part series we will share the eight key design principles for Meaningful Motivation that can be used to inform experience strategies. Whether you're working in financial services, health systems, spiritual or religious systems, family dynamics, wellbeing, education, employee experience or travel, if your job is to support customers in achieving a goal, then you need to understand meaningful motivation.

In this episode of The Experience Strategy Podcast, we are joined by Mary Putman, Lead Digital Strategist for The Collaboratives at Stone Mantel. We discuss how The Collaboratives make learning and research an interactive and transformative experience. Unlike conferences which provide ideas, but rarely support integration into your real-life scenarios, or traditional research that can cost hundreds of thousands of dollars per project, or development programs which can take years to complete, The Collaboratives teach you skills and frameworks to lead digital, hybrid, IRL Experience Strategy in your organization, while solving complex real-life problems at a fraction of the cost of even a single research project.

From Aristotle and Plato to modern brands like Disney and Apple, staging and storytelling have always been central to our experiences. Tune into today’s episode of The Experience Strategy Podcast to find out ways to use these timeless techniques to entice, engage and immerse your customer in your brand’s offerings.

From Starbucks to Netflix, companies today are competing to disrupt the market and deliver the best possible customer experience. But what does it take to differentiate your brand and drive results for your customers and your bottom line? Tune into today’s episode as we explain just what Experience Strategy means, and why it matters.

2020 reminded us that Wellness touches every part of our lives. As a result, companies are quickly discovering that workplace wellness is much more than in-house gyms, mindfulness apps, and healthy food in cafeterias. In this episode, we welcome Mia Kyricos, a globally respected thought-leader in the business of wellness, to explore the rapidly evolving landscape of Wellness and a uniquely integrated approach for helping organizations across all industries create purpose-driven wellness strategies designed to make companies, brands, services and colleagues inherently well.

How do you take a simple moment and turn it into something that is memorable every single day? Many of us have had wonderful experiences at hotels, but residential living has been slow to embrace the lessons of hospitality. In today’s episode of The Experience Strategy Podcast, we’re talking to Trevor Hightower, the founder of Craftwork, about creating meaningful moments for apartment residents and powerful ways to disrupt the residential real estate industry.

In today’s episode, we focus on a foundational strategic principle Experience Strategists call “time well spent.” Consumers have a choice about where to spend their time and money and those decisions are usually driven by how much value they get from an experience. Tune in to hear fresh ways for understanding the value of people’s time spent with your business, and how to design your service and products to create experiences that customers want to buy.

Covid-19 fundamentally shifted the way most people work. For many companies it’s meant newly distributed workforces, and prompted a need to find innovative ways to create meaningful employee experiences. In this episode of The Experience Strategy Podcast, we are joined by Valarie Udeh, from one of the world’s largest aerospace and defense companies, BAE Systems, to explore powerful strategies for engaging a remote workforce, managing diverse employees, and cultivating company culture, no matter where your employees do their work.

Getting a customer is one thing, but keeping them is the hard part. In this episode, Aransas and Dave speak with Heidi Bowman, a 30 year veteran in Marketing and Business Development and the VP of Marketing & Business Development at Silex Financial Group, a residential and commercial mortgage broker, about ways to keep customers connected to companies through experience strategies.

The experience of food shopping is fundamentally about reliability and consistency, but standout brands like Trader Joe’s use powerful Experience Strategies to differentiate their brands, add meaning and value for consumers, and build loyal fan bases. In this episode of the Experience Strategy Podcast, NYC-based blogger Halle Sarfin chats with Aransas and Dave about her love for grocery shopping at Trader Joe’s and what keeps her coming back.

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.

Welcome to this episode of The Experience Strategy Podcast! Aransas and Dave are joined today by Kylie Sachs, the owner of two thriving Milk Bar Cafes in Brooklyn, New York. Kylie’s café venture started in 2016 as a significant career and lifestyle change. Prior to making the switch to café/restaurant life, Kylie spent more than 20 years in management and finance at growing companies. Tune in to this episode as Aransas and Dave talk with Kylie about her “Team First” approach to running a business and how she achieves positive customer experiences. You don’t want to miss this insightful episode!