In this episode of the Experience Strategy Podcast, hosts Joe Pine, Dave Norton, and Aransas Savas discuss their recent experiences at the Arival Conference and The Collaboratives, focusing on the evolving landscape of travel experiences and the impact of AI on search and social proof. They emphasize the importance of human connection in the age of AI, the significance of time well spent, and the necessity for companies to have a distinct point of view to thrive in a competitive market.

Takeaways

• AI searches are five times longer than traditional searches.
• Web crawlers for AI tools are limited and slow.
• Search can be considered an experience in itself.
• The importance of social proof is increasing in search results.
• Human connection is essential in the age of AI.
• A good tour guide can significantly enhance the experience.
• Companies must have a unique point of view to survive.
• The concept of time well spent is crucial for success.
• Sameness in offerings will be a challenge for businesses.
• Continuous learning and adaptation are vital for experience strategists.

Chapters

00:00 Introduction to the Experience Strategy Podcast
01:29 Insights from the Arrival Conference
05:50 The Impact of AI on Search and Experience
12:11 The Importance of Human Connection
19:00 Time Well Spent: A New Perspective
23:18 Conclusion and Future Directions

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https://theexperiencestrategist.substack.com

Adweek just did a write up on Uber's new ad campaign and we found reasons to concur with the article and take what Uber is doing farther. In this episode of the Experience Strategy Podcast, hosts Aranzas Savas, Joe Pine, and Dave Norton discuss Uber's new advertising campaign, focusing on its storytelling approach and the importance of experiences in marketing. They explore how Uber positions itself as a service that enables meaningful experiences, the emotional, social, and systemic jobs it could fulfill, and the broader implications for brands in commoditized industries. The conversation also delves into the significance of modes and situations in user experience, and how universal storytelling can resonate with diverse audiences.

Takeaways

• Uber's new campaign emphasizes storytelling over traditional advertising.
• Experiences are crucial for differentiation in a commoditized market.
• Uber positions itself as an enabler of meaningful experiences.
• The campaign highlights reliability and dependability as key selling points.
• Emotional and social jobs are opportunity areas for Uber experiences.
• The storytelling is both universal and situational--and Tiktokky
• Modes and situations play a significant role in Uber experiences.
  
  

Chapters

00:00 Introduction to Uber's New Campaign
01:40 The Power of Storytelling in Advertising
04:00 Experiences as Differentiation in Marketing
07:28 The Role of Uber in Enabling Experiences
09:47 Promises and Expectations in Service
12:06 Social and Emotional Jobs of Uber
13:47 Aspirational and Systemic Jobs to Be Done
16:35 Modes and Situations in User Experience
20:17 Universal Storytelling in Advertising
22:24 Conclusion and Future Discussions

Read more

https://www.adweek.com/brand-marketing/uber-drives-home-the-power-of-showing-up-in-new-on-our-way-ad/

Podcast Sponsors:

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Learn more about Stone Mantel

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https://theexperiencestrategist.substack.com

In a recent HBR article, Yang Li shares his theory for how Pop Mart won young customers. But we think that fragmented attention is not what Pop Mart has mastered. Instead, they have mastered markets within/situational markets. In this conversation, the speakers delve into emphasizing the importance of customer engagement and customization. They discuss Pop Mart's innovative strategies for capturing consumer attention and fostering a sense of belonging among customers. The dialogue also explores the evolution of market segmentation, the significance of creating immersive experiences, and the need for brands to prioritize experience over traditional branding methods.

Other brands discussed include Ffern, Lego, and Cracker Jacks.

Takeaways

• Attention is one of the three currencies of the experience economy. It's not an economy.
• Pop Mart's success only partially lies in addressing fragmented consumer attention.
• Demographics are not effective for understanding individual consumers.
• Brands must cultivate surprise and delight and a sense of belonging.
• Timeless principles of experience design are still relevant today.
• Fusing real and virtual experiences can enhance customer engagement.
• Brands should focus on creating immersive experiences at home.
• The experience is more important than the brand itself.
• Packaged goods companies should prioritize customer experience in their strategies.

Chapters

00:00 Understanding the Experience Economy
02:54 Pop Mart's Success in the Market
05:50 The Evolution of Market Segmentation
08:57 Creating Loyalty and Belonging
11:58 The Role of Surprise and Anticipation
15:03 Fusing Real and Virtual Experiences
17:57 Lessons from Pop Mart for Other Brands

Read more

https://hbr.org/2025/07/how-pop-mart-won-young-customers-in-a-fragmented-attention-economy

Podcast Sponsors:

Learn how to inspire advocacy

https://www.thecargoagency.com

Learn more about Stone Mantel

https://www.stonemantel.co

Sign up for the Experience Strategist Substack here:

https://theexperiencestrategist.substack.com