Scott Harris is a Founder, CEO, and author. He’s the CEO of Experience.com, a company he founded in 2015 to redefine the way the world thinks about Customer Experience, Employee Experience, and the all-important interplay between the two.

Scott and I had the pleasure of working at Experience.com together, and he might just be the only person that’s more passionate about experience than me. In today’s episode, we discuss the ever-changing rules for success in the digital landscape and the importance of understanding the new algorithms that shape consumer behavior. After listening to our conversation, you’ll be better prepared to win online and transform your organization into an experience-led enterprise.

Show Notes

3:28 - Scott tells us about Experience.com

5:50 - Hows silos are ruining businesses today

9:40 - Covid impacted the way people buy and refer businesses

11:35 - Brittany shares her theory for why our buying processes have changed, and it’s not what you think it is!

15:03 - Scott cites the blue dot on Maps as an example of how algorithms are shaping our behaviors

17:18 - How technology drives our behavior

18:06 - How Google has turned our habits into math and how companies can use the strategy to win online

19:16 - Scott breaks down the three components that Google looks for when serving you with search options

20:28 - Too many businesses are misallocating their time because they don’t realize the rules have changed

22:11 - You are what the Internet says you are

23:01 - How a loan officer might try to optimize their online presence

26:55 - The conclusion a prospect might jump to if your online presence isn’t updated or accurate

27:07 - If you have your location and product information on your profiles, what’s the last step that you need to beat out your competitors?

30:05 - A recent AI interaction that blew Scott away

35:09 - Why an experience management platform is so crucial for your organization

37:08 - “You put data in motion to power your business. If you’re not doing that, you’re behind.”