Join us for the second installment of our six-episode series about the Experience Economy.
What is the epicenter of our corporate goals and objectives? Do we have our priorities pointing at the right target? Where does customer perception fit into the puzzle of our operational centricities? Do we embrace a company-first, or a customer-first mindset? The Experience Economy is notorious for slowly dissolving companies that consistently focus on internal initiatives, rather than the invoice-paying buyers! This five-minute show looks at how we hitch up our revenue horses to our product carts!
Hello everybody and welcome to the Simple Biz 360 Podcast. We are in episode two of a six part series. This is called The Experience Economy. Stick with us. We'll see you in a minute. Hello everybody. My name's Jeff Mason. I'm your host today on the Simple Biz 360 Podcast. We are in episode two of a six part series, honing in on the Experience Economy. You can find us on YouTube , uh, rumble tv, IGTV, and 28 audio platforms. So we thank you for being here and, and we really , uh, are excited today to call this episode's called Embracing the Experience Economy. So, the first episode was acknowledging lasted a little bit more than five minutes. I assure you today is gonna be just five, but today we're really asking you to, you know, now that you've acknowledged that there is this thing called the experience economy, now we have to embrace it and figure out how to prosper, figure out how to monetize in this, figure out how to be successful, figure out how to make our companies fit into this, this puzzle of the experience economy. So it's really about answering the call, okay? You know, if you agree that it's, it's it's there, it's existing, we have to cater to these, you know, experiences that we create , uh, with our customers, and this is the way we lead ourselves into repeat and referral business, then we really ask you to look at your centricity. Is your company stacking the eccentricities, right? And we would really argue that if you are doing things as a customer centric company, great, you're on the right track. If you're doing things as a company centric company, you may really wanna , you know, take that weekend at the cabin and think through this a little more. And , and what do I mean by that? Well, I , I , you know, somebody was telling me a story about a public company recently that, you know, they, they started out the, the , um, annual meeting and the CEO came out and he said, Hey, you know, thanks everybody for being here and, you know, we wanna make sure this year that we do everything we can to make the shareholders happy, okay? You know, it's a public company. I , I , I get it to a degree, but, you know, make the shareholders happy or make the customers happy, and that will result in making the shareholders happy. So I think it was a little inverted. There's a lot of inversion going on out there. And the first thing we would say is, if you really wanna fit in and you really wanna make the experience economy work, what we've seen, what we've read, what we've heard, what we've talked to other people about is the companies that stack the centricity the right way. And if you stack your customer centricity before your , uh, com company centricity, you're , you're doing the right thing. You're putting the proverbial horses before the cart. And then this whole idea of serving people, you know, we, we love to go back to the big dig. You know, you want a big company's take on it. Boom. Let's show you Starbucks 1995. They do the big dig, right? They, they go on this long research project, their marketing department to figure out the brand DNA , and they come out of this thing and they realize they're an atmospheric brand. And one day Mr. Schultz is grabbing a cup of coffee in Seattle from one of the local baristas, and he says, Hey, what's what , what do you really think that Starbucks DNA is? And you know what this, this barista said? He said , it's really easy, Mr. Schultz, at Starbucks, we don't serve coffee to people. We serve people coffee. So we're all in the serve people business. And, and if you can, if you can make that customer centricity stacked on top of the company centricity, right? So you're focused on the customer, and if you can see things the way the big dig resulted in seeing things and this barista seeing things, right? We're all serving people. So if we can go in into this whole, you know, developing of a mindset to do business in the experience economy, then a central part to this. And really the epicenter of it is going to be, you know, embracing it from the customer's point of view and delivering whatever you do, how , however you deliver it, do it in a way that aims at trying to create a good experience for them. Again, we , we mention, you know, every time we talk about this, we, we we're gonna mention a song that kind of highlights the episode. You can kind of connect it in your own mind . So , so the first one was why I Can See Clearly Now by Johnny Nash. Well, this is If You do things this way, the Allman Brothers Trouble No More their first album, right? 1969, great tune Trouble No More. We will see you for episode three of se of the six part series next week in 168 hours .