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Experience Strategy Podcast with Stone Mantel

Sep 14, 2022

Today we dive into Turnaround mode with Lisa Gable, former US Ambassador, UN Delegate, and the bestselling author of Turnaround: How to Change Course When Things Are Going South. Lisa has turned around businesses, teams, nonprofits, political campaigns, and government projects, finding solutions to the hairiest problems. Since experience strategies must create economic value, losing sight of the Job to be Done is one of the costliest strategic errors a company can make. In this episode, Lisa teaches experience strategists how to find focus, listen to stakeholders, and lead from the heart and head in order to bring value for both companies and their customers.



  • Companies can get off-track and when they do they need people like Lisa Gable to help them create a new map for getting where they want to go
  • Turnaround mode has two parts: solving for the economic crisis and building the new opportunity
    • To address the crisis, companies need to take a hard look at legacy investments that may be meaningful, but don’t create value. 
    • To build a new opportunity, leaders need to move forward with speed, agility and heart.
  • Steps for managing an experience strategy turnaround
    • Assess your channels and experiences to figure out what you no longer need
    • Determine the Job to be Done to figure out what’s most important
    • Move forward courageously, while being cognizant of the power of communication