#594: Designing for infinite moments of truth with Stratton Cherouny, The Office of Experience

The Agile Brand with Greg Kihlstrom

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 28 October 2024

⏱️ 28 minutes

🔗️ Recording | iTunes | RSS

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Summary

How can a single “moment of truth” with your brand exist when customers are unique, their experiences personalized, and the world continually changing? What if the success of your brand depends not on a single moment, but on an unlimited number of moments you might not even be aware of? This episode is brought to you by The Office of Experience, a design-driven, digital-first, vertically integrated, and collaborative agency that believes in the power of ideas and the strength of people. Today we’re going to discuss how to design for infinite moments of trust with Stratton Cherouny, Co-Founder and Co-CEO of The Office of Experience. We’ll dive into how brands can manage the many "moments of truth" that define the customer experience and ultimately drive loyalty and trust. Stratton Cherouny co-founded OX in 2014 after nearly 15 years working with digital and branding agencies in New York and Chicago. His client experience ranges from boutique brands in the lifestyle and apparel space to multinational leaders in consumer products, financial services, industrial manufacturing, and consulting. Throughout his career, Stratton has been at the forefront of innovation in brand transformation, design thinking and digital innovation. RESOURCES The Office of Experience website: https://www.officeofexperience.com Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Attend the Mid-Atlantic MarCom Summit, the region's largest marketing communications conference. Register with the code "Agile" and get 15% off. Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Transcript

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0:00.0	The Agile Brand.
0:02.0	Welcome to season 6 of the Agile Brand, where we discuss marketing technology and customer experience trends, insights, and ideas with enterprise and technology platform leaders.
0:18.0	We focus on the people, processes, data, and platforms that make brands successful, scalable, customer-focused and
0:25.0	sustainable. This is what makes an agile brand. I'm your host, Greg Kielstrom,
0:29.5	advising Fortune 1000 brands on Martek, marketing operations, and CX, best-selling author and speaker.
0:36.2	The Agile Brand Podcast is brought to you by Tech Systems, an industry leader in full-stack technology
0:41.4	services, talent services, and real world application.
0:45.0	For more information go to T.E.K systems.com.
0:49.0	Now let's get on to the show.
1:02.0	How can a single moment of truth with your brand exist when customers are unique, their experiences personalized, and the world continually changing? What if the success of your brand depends not on a single
1:05.4	moment but on an unlimited number of moments you might not even be aware of? This episode is brought
1:10.9	to you by the Office of Experience, a design-driven digital-first vertically integrated and collaborative agency that believes in the power of ideas and the strength of people.
1:20.0	Today we're going to discuss how to design for infinite moments of truth with Stratton Charoni, co-founder and co-ceeo of the Office of Experience.
1:28.5	We're going to dive into how brands can manage the many moments of truth that define customer experience and
1:34.2	ultimately drive loyalty and trust. Stratton, welcome to the show.
1:37.4	Thanks for having me, Greg. Yeah, looking forward to talking about this with you.
1:42.1	Before we dive in, why don't we looking forward to talking about this with you.
1:42.8	Before we dive in, why don't we,
1:45.5	if you don't mind just giving a brief background
1:47.8	and introduction on yourself as well?
1:50.2	Sure, yeah, my name is, as you said,
1:51.8	Stratton Sharoni, I'm co-founder and
	...

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