In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss an article from the Wall Street Journal about High Point University in North Carolina, which has become a magnet for wealthy students. They explore how the university's focus on creating transformational experiences and life skills prepares students for their future careers. The conversation also touches on the role of parents in educational choices, the future of higher education, and the need for universities to have a strong point of view on their purpose and offerings.

Oh and listen to Aransas' assessement of Love Shack Fancy.

Takeaways

• High Point University is setting a new trend in education.
• Transformational experiences are key to preparing students for careers.
• Parents play a crucial role in educational choices.
• The focus should be on life skills, not just degrees.
• Higher education needs to adapt to changing societal needs.
• Universities must understand their customer base.
• A degree should be seen as an output, not an outcome.
• Colleges need to differentiate themselves in a competitive market.
• Transformational offerings can attract students and parents alike.
• The future of education may involve more practical skills and less traditional degrees.

Chapters

00:00 Introduction to Experience Strategy Podcast
00:39 High Point University: A New Blueprint for Education
05:19 Transformational Experiences in Higher Education
10:26 The Role of Parents in Educational Choices
12:46 Cultural Fit in College Selection
16:48 The Future of Higher Education
21:03 Experiential Retail: Lessons from Love Shack Fancy

Read More:

https://www.wsj.com/us-news/education/north-carolina-college-high-point-amenities-30b0fc14?mod=hp_lead_pos7

https://www.loveshackfancy.com

Podcast Sponsors:

Learn more about Stone Mantel

https://www.stonemantel.co

Sign up for the Experience Strategist Substack here:

https://theexperiencestrategist.substack.com

In this episode of the Experience Strategy Podcast, hosts Joe Pine, Dave Norton, and Aransas Savas discuss PwC's recent report on growth through experience. They explore the evolving definitions of customer experience, emphasizing the importance of trust and meaningful interactions. The conversation delves into PwC's four dimensions of exceptional experiences: coherence, personalization, engagement, and distinctiveness. The hosts critique traditional measurement methods in customer experience, advocating for a focus on meaningful experiences rather than mere service delivery. They also discuss the significance of managing moments of frustration and the concept of modes in customer journeys, concluding with insights from case studies in various industries.

Takeaways

• Customer experience is fragile and requires trust.
• Meaningful experiences drive customer loyalty.
• Seamlessness is the baseline, not a value add.
• Exceptional experiences are defined by PwC as coherence, personalization, engagement, and distinctiveness.
• Measurement should focus on meaning, not just metrics.
• Managing frustration can create deeper customer relationships.
• Modes influence how customers interact with experiences.
• Retail must embrace experiential strategies to thrive.
• Trust is a predictor of growth in customer experience.
• The shift towards experience as a business strategy is gaining traction.

Chapters

00:00 Introduction to Experience Strategy Podcast
02:17 Understanding Customer Experience and Trust
05:21 Defining Exceptional Experiences
09:41 The Importance of Measurement in Experience
12:10 Rethinking Value Creation and Trust
13:57 Managing Moments of Frustration
16:43 Modes and Their Impact on Experience
17:09 Case Studies in Exceptional Experiences
19:30 Conclusion and Future Insights

Read More:

https://www.pwcresearch.com/uc/images/GrowthThroughExperience_2025.pdf

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

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

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