About this episode

Jason Friedman discusses how theatrical principles can enhance customer experiences and drive business growth.

Summary In this episode, Jason Friedman shares his journey from theater lighting to transforming retail and business experiences through intentional, immersive customer journeys. Discover how to apply theatrical principles to create engaging, results-driven customer interactions and scale your business effectively. Takeaways Theater principles applied to business Creating immersive customer experiences The importance of intentionality in marketing Chapters 00:00 From Theater to Business: A Journey Begins 04:21 The Power of Intentionality in Customer Experience 07:30 Transforming Retail: The Footlocker Case Study 10:30 Crafting the Customer Journey: Reverse Engineering Success 13:25 Creating Immersive Experiences: Engaging the Senses 16:27 The Art of Over-Delivery: Finding Balance in Customer Service 29:37 The Power of Authenticity in Customer Service 34:02 Emotional Connections and Customer Experience 38:14 Managing Customer Expectations 42:02 Addressing Disconnects in Customer Experience 47:45 The Importance of Customer Feedback 52:13 Creating Value Beyond the Sale Connect with Jason: https://www.cxformula.com/ https://www.linkedin.com/in/thejasonfriedman/ Credits: Hosted by…

People in this episode

Hosts: Ryan Roghaar, Michael Smith

Guest: Jason Friedman

Topics covered

• immersive customer experiences
• theatrical principles in business
• intentional marketing
• customer journey
• customer service
• customer feedback

Keywords

• customer experience
• business growth
• theater principles
• retail transformation
• customer journey
• intentionality
• customer feedback

Mentioned in this episode

Organizations: Footlocker, CX Formula, LinkedIn, Eggs! The Podcast

Books & works: Perfect Day

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