Sep 1, 2021
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.
IN THIS EPISODE:
- [01:30] Why businesses should pay attention to the
Experience Strategy principle of “time well spent”.
- [05:30] Companies can work on the value of “time
well spent” with them by asking consumers for feedback about what
is important or meaningful to them.
- [08:00] Dave explains ING Bank's efforts in the
early 2000’s to improve their consumers' experience by using
technology to create a more convenient and quicker experience.
- [14:00] The strategic decision companies like
Starbucks, 7Eleven, Panera Bread, and Facebook took to
differentiate themselves and create “time well spent” for their
- [18:00] Companies, like IKEA, offer the experience,
but not “time well spent”. This leaves consumers feeling frustrated
and limits their opportunity to grow.
- [26:00] Aransas discusses the three big questions
that every business should ask themselves about the experience
they’re providing their customers.
- “Time well spent” is a foundational principle of
Experience Strategists, and by evaluating what your customer
values, you can create an experience they want to pay
- Making your business or product convenient isn’t
enough. You have to understand your business's role in providing
the best possible experience to your consumers.
- To ensure your customers value your experience ask
them: Does the experience feel like it is time well saved, spent,
or invested? If not, understand why and design your experience with
those needs in mind.