Sep 8, 2021
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.
IN THIS EPISODE:
- [02:00] Dave explains what Business Strategy means.
According to Michael Porter (a Harvard Business Guru), Business
Strategy can be defined as a competitive position.
- [03:00] Dave defines Marketing Strategy by using
Philip Kolter’s definition from Northwestern University.
- [7:00] Why it’s important to recognize different
types of strategies in order to understand Experience
- [10:00] CX Strategy or Customer Experience
Strategy? Are those strategies the same thing as Experience
Strategy? Dave explains the differences between them.
- [14:00] What role does loyalty play in CX
- [17:00] How Starbucks changed the customer
experience for their customers.
- [21:30] Are Netflix and Amazon just Tech Companies
or can they be described as Experience Companies?
- [26:30] Aransas has observed in multiple
organizations that experience is situated as an operational effect
versus a strategic pillar. What is the risk of relegating it to an
- Companies need to understand that their business
strategy is about setting their businesses up in comparison to
- Customization is one of the key elements of
Customer Experience. It’s a first step towards recognizing the
audience as individuals. All technology today is customized in some
- Disruptive innovation has completely changed the
way the world looks today. One of the best examples is Amazon. At
one time, no one was paying attention to them, and now they have
completely disrupted the US economy.
- Strategy is important, but if companies want more
customers, they need to think more rigorously at what customers
need and deliver on those needs across operations, marketing,
innovation and business strategies.