In this Oh Snap “Guess What I Saw” episode of Just Press Record, Matt Zeigler brings workplace communication strategist and keynote speaker Nancy Burger back to react to a clip from psychologist Naomi Win on language, repair, and trust. Together, they unpack how the words we use — and the meanings we quietly attach to them — can deepen connection, create misunderstanding, and shape how we lead, work, and show up in our relationships.

They dig into why repair matters more than compatibility, how curiosity can beat blame in hard conversations, and what it really means to co-create every relationship you’re in. Nancy shares stories from her non-linear career, including Wall Street, her new keynote “Who Do You Think You Are?”, and how leaders can use vulnerability, accountability, and self-reflection to build durable trust.

This special Oh Snap format pulls a prior guest back to watch a clip and see what it reveals about their work in the wild. Naomi Win’s riff on language, apples, and misunderstanding becomes a launchpad for talking about fear, internal narratives, and “garden glove” change — the kind where everyone gets their hands a little dirty in service of growth.

In this conversation, they get into:

How language can connect us and still open the door to misunderstanding

Why the meanings we attach to words shape reactions, stories, and relationships

Curiosity vs. responsibility as a frame for hard conversations at work and at home

How assumptions and old narratives distort workplace conflict and team dynamics

Why persuasion and the “perfect story” are not enough to build trust as a leader

How leaders build trust by admitting mistakes and sharing vulnerability in public

Nancy’s journey from finance to fear-focused communication work, and how she reframed it

Internal repair vs. external repair, and why we co-create every relationship we’re part of

How conflict, handled well, becomes “scar tissue” that strengthens trust over time

Why sustainable change in organizations looks more like garden gloves than white gloves

If you like overhearing smart, slightly weird, very human conversations about leadership, relationships, and the stories underneath all of it, hit subscribe and come hang out with us.

Chapters

00:00 Naomi Win on language, apples and misunderstanding

03:03 Introducing Nancy Burger and the Oh Snap Guess What I Saw format

06:06 Nancy’s new keynote on self-limiting thoughts

07:16 Why repairs matter more than compatibility

09:31 How words carry different meanings for different people

11:43 Replacing responsibility with curiosity

13:11 How assumptions and personal stories shape conflict

15:42 Why persuasion alone does not build trust

16:05 How leaders build trust through vulnerability

17:50 Nancy on rewriting the story of her finance career

19:27 How we participate in creating the things we say we do not want

21:10 Curiosity in parenting, marriage, friendship and work

23:37 The difference between internal repair and external repair

24:23 Why every relationship is co-created

26:04 Why trust is always a story with tension

27:20 How conflict creates scar tissue and stronger relationships

29:27 Why workplace relationships require learning the stories behind behavior

30:16 Why Matt wanted Nancy to see the Naomi Win clip

31:28 Garden glove services and sustainable change

32:38 Where to find Nancy Burger

The Experience Expert met the Event Curator, and it turns out they’d been working on the same problem from opposite directions. Joe Pine, author of The Experience Economy and The Transformation Economy, and Shannon Staton, founder of Collective Experiences, sit down to talk about how you actually design, customize, and protect experiences that move people from simple “nice event” to something that changes them.

They get into mass customization with Lego bricks and Coca-Cola machines, the progression from commodities to transformations, high-touch investor retreats, membership communities, and what it really means to take people from awkward handshakes to real hugs in just a few days.

Topics covered

Why “mass customization” is more than a business buzzword

How Lego bricks explain the power of modular experience design

Joe Pine’s path from IBM to Mass Customization and The Experience Economy

Shannon Staton’s path from retail to Mauldin, Real Vision, and Collective Experiences

Why great events are built around people, not just content or speakers

How Collective Experiences creates high-trust, high-touch membership retreats

The difference between goods, services, experiences, and transformations

How companies and events get commoditized when they lose what made them special

What Starbucks reveals about the risk of making experiences feel less human

How transformation happens when experiences help people become who they want to be

Why “handshakes to hugs” might be your best signal that an experience changed people

The challenge of keeping people genuinely connected after an event ends

How to “program serendipity” without over-scripting an experience

Why structured reflection matters after meaningful experiences

How frameworks can give language to things practitioners already do intuitively

Timestamps

00:00 Mass customization, experiences, and transformation

03:00 Why Just Press Record puts two strangers together

05:40 Meet Joe Pine

06:00 Meet Shannon Staton

08:39 Joe’s first job as a ride operator

10:52 Shannon’s first job at Bed Bath & Beyond

12:07 How Shannon’s early work led to finance and events

17:12 How getting fired helped launch Joe’s career

20:48 IBM, AS/400, and discovering customer uniqueness

23:58 Shannon hears “mass customization” for the first time

28:59 Lego building blocks and modular customization

29:53 Dell, negative working capital, and customized computers

31:08 How customized goods become services

33:46 How customized services become experiences

35:26 Shannon on the personal side of bringing people together

36:47 Designing investor retreats around conversation and place

40:39 What Collective Experiences is

43:18 Joe Pine analyzes Shannon’s membership model

45:34 The progression of economic value

47:15 Why experiences can become commoditized

47:16 Starbucks, sensory design, and losing the human touch

49:02 The Transformation Economy

50:01 Memorable, meaningful, transporting, and transformative experiences

50:38 Shannon on keeping Collective different

01:12:00 Third places, chrysalis moments, and introverts at events

01:13:00 Frameworks, intuition, and experience design

01:17:00 Handshakes to hugs as a signal of transformation

01:18:00 Giving language to what people already do

01:19:07 Programming serendipity

01:22:48 Keeping people connected after the experience ends

01:23:36 Reflection and making experiences last

01:25:08 Where to find Joe Pine

This episode explores the deep connection between music, memory, and markets through a wide-ranging conversation with trader Tony Greer (TG Macro, The Macro Dirt Podcast).

What starts as a set of once-in-a-lifetime live music stories (Warren Haynes, Black Crowes at the Beacon, Blind Melon at Wetlands) turns into a deeper look at how creativity, pattern recognition, and emotion shape the way we interpret both art and investing.

This is a special “Oh Snap, Guess What I Saw” episode where Matt pulls a clip from a prior Just Press Record conversation and brings in a returning guest to see what it reveals about how they think, work, and see the world.

Matt and Tony reflect on iconic live performances, the energy of 1990s New York music scenes (Wetlands, CBGB, 3am diners), and how being a “music analyst” mirrors the mindset required to navigate financial markets.

At one point Tony describes a VIX 40 tape as a “symphony,” and by then it’s obvious he can’t separate how he watches markets from how he watches bands.

The conversation blends storytelling, nostalgia, and practical insight into how great art and great investing both rely on recognizing patterns, timing, and risk in real time.

Topics Covered

• The difference between a concert and a full “night out” experience

• Why live music creates lasting emotional and sensory memories

• Tony Greer’s early experiences in the NYC music scene in the 1990s (Wetlands, CBGB)

• The parallels between analyzing music and analyzing financial markets

• How volatility in markets compares to musical crescendos and “symphonies”

• The role of curiosity and pattern recognition in both investing and art

• Why some performances stand out as “perfect nights” and others don’t

• How environment, timing, and energy shape memorable experiences

• The importance of perspective and hindsight in understanding art and markets

• Stories behind iconic songs and artists, from Blind Melon to Dolly Parton turning down Elvis

Timestamps

00:00 Introduction and setup of the “Oh Snap, Guess What I Saw” format
02:40 Weekend mindset and stepping away from markets
03:10 Clip introduction and first reactions to live music stories
07:40 Meeting Warren Haynes and early concert experiences
09:10 Black Crowes front-row concert and unforgettable live energy
12:20 The NYC music scene in the early 1990s and Wetlands Preserve
14:30 Discovering Blind Melon before mainstream success
18:10 How live music shaped Tony’s early life in New York
20:40 The difference between concerts and full-night experiences
22:10 Being an “analyst” of music and judging live performances
24:00 How music fits into daily life and work routines
26:00 Parallels between music, markets, and pattern recognition
27:40 Volatility as a “symphony” and market movements as art
29:10 Music, marketing, and markets as interconnected systems
31:00 Peak live music moments and sensory experiences
33:00 CBGB and the broader NYC music ecosystem
35:40 Why music helps us understand the world with perspective
37:30 The emotional weight behind iconic songs and artists
39:00 The story behind “I Will Always Love You” and Dolly Parton
40:40 Music as captured emotion and cultural time capsules
42:00 Cover songs, reinterpretation, and artistic evolution
43:50 Closing thoughts and where to find Tony Greer