Why you need a strategic POV on your CX

Experience Strategy Podcast with Stone Mantel

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Why you need a strategic POV on your CX

Dave Norton

Feb 22, 2023

On today’s episode of Experience Strategy Podcast, hosts Dave Norton and Aransas Savas will prove to you that your business needs a strong strategic POV on your customer experience in order to thrive. Listen in to hear how brands like @Apple, @W Hotels, and @Best Buy’s Geek Squad used a compelling experience POV to innovate and drive business success.

KEY TAKEAWAYS

One of the key elements of an experience strategy is a point of view statement.
1. The POV statement describes the near future needs of your customers and how your company is going to dedicate resources to meet those needs in a unique and compelling way.
2. There are a variety of ways to create a POV statement including a declarative statement, an insight statement, a story, a theme, and a comparison.
3. Once you have the statement you can begin to build frameworks that help your organization to make better decisions regarding experience

Discussion about this podcast

Experience Strategy Podcast with Stone Mantel

Have you ever had an experience as a customer that left you wondering, “What were they thinking?” The Experience Strategy Podcast has your answer!

We are endlessly curious about what makes great customer experiences and the strategies that successful (and unsuccessful) organizations leverage to create deep and meaningful relationships with their customers. In each episode we explore a notable customer experience through the customer’s perspective to unearth the powerful strategic lessons in these experiences for brands large and small.

Whether you are part of a vast experience strategy team, or you’re a small business owner interested in creating an experience strategy that drives customer loyalty and value, you'll find powerful, actionable CX and employee experience insights in every episode.

The Experience Strategy Podcast is hosted by Dave Norton and Aransas Savas. Dave is an Experience Strategist, the Founder of Stone Mantel, an insights consultancy, and Author. Aransas is a Coach and Experience Designer who has worked with leading consumer-facing brands, to create meaningfully motivating experiences for the last 20 years.

Learn more at https://experiencestrategypodcast.com and https://www.stonemantel.co/

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