Adweek just did a write up on Uber's new ad campaign and we found reasons to concur with the article and take what Uber is doing farther. In this episode of the Experience Strategy Podcast, hosts Aranzas Savas, Joe Pine, and Dave Norton discuss Uber's new advertising campaign, focusing on its storytelling approach and the importance of experiences in marketing. They explore how Uber positions itself as a service that enables meaningful experiences, the emotional, social, and systemic jobs it could fulfill, and the broader implications for brands in commoditized industries. The conversation also delves into the significance of modes and situations in user experience, and how universal storytelling can resonate with diverse audiences.

Takeaways

• Uber's new campaign emphasizes storytelling over traditional advertising.
• Experiences are crucial for differentiation in a commoditized market.
• Uber positions itself as an enabler of meaningful experiences.
• The campaign highlights reliability and dependability as key selling points.
• Emotional and social jobs are opportunity areas for Uber experiences.
• The storytelling is both universal and situational--and Tiktokky
• Modes and situations play a significant role in Uber experiences.
  
  

Chapters

00:00 Introduction to Uber's New Campaign
01:40 The Power of Storytelling in Advertising
04:00 Experiences as Differentiation in Marketing
07:28 The Role of Uber in Enabling Experiences
09:47 Promises and Expectations in Service
12:06 Social and Emotional Jobs of Uber
13:47 Aspirational and Systemic Jobs to Be Done
16:35 Modes and Situations in User Experience
20:17 Universal Storytelling in Advertising
22:24 Conclusion and Future Discussions

Read more

https://www.adweek.com/brand-marketing/uber-drives-home-the-power-of-showing-up-in-new-on-our-way-ad/

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 a recent HBR article, Yang Li shares his theory for how Pop Mart won young customers. But we think that fragmented attention is not what Pop Mart has mastered. Instead, they have mastered markets within/situational markets. In this conversation, the speakers delve into emphasizing the importance of customer engagement and customization. They discuss Pop Mart's innovative strategies for capturing consumer attention and fostering a sense of belonging among customers. The dialogue also explores the evolution of market segmentation, the significance of creating immersive experiences, and the need for brands to prioritize experience over traditional branding methods.

Other brands discussed include Ffern, Lego, and Cracker Jacks.

Takeaways

• Attention is one of the three currencies of the experience economy. It's not an economy.
• Pop Mart's success only partially lies in addressing fragmented consumer attention.
• Demographics are not effective for understanding individual consumers.
• Brands must cultivate surprise and delight and a sense of belonging.
• Timeless principles of experience design are still relevant today.
• Fusing real and virtual experiences can enhance customer engagement.
• Brands should focus on creating immersive experiences at home.
• The experience is more important than the brand itself.
• Packaged goods companies should prioritize customer experience in their strategies.

Chapters

00:00 Understanding the Experience Economy
02:54 Pop Mart's Success in the Market
05:50 The Evolution of Market Segmentation
08:57 Creating Loyalty and Belonging
11:58 The Role of Surprise and Anticipation
15:03 Fusing Real and Virtual Experiences
17:57 Lessons from Pop Mart for Other Brands

Read more

https://hbr.org/2025/07/how-pop-mart-won-young-customers-in-a-fragmented-attention-economy

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

Lil’ Miquela and Mia Zelu have millions of followers and generate serious income, despite being created with artificial intelligence. A recent article in the NY Times caught our attention and we just had to weigh in on how AI influencers are changing the way customers think about what they can trust. In this episode of the Experience Strategy podcast, hosts Aransas Savas, Joe Pine, and Dave Norton delve into the intriguing world of AI influencers, exploring their rise, the complexities of trust and authenticity in the digital age, and the implications for the future of influencer experiences. They discuss the evolving nature of social proof, the role of empathy in AI, and how brands can navigate the changing landscape of consumer relationships. The conversation highlights the need for transparency and authenticity in experience strategies, as well as the potential shift towards hyperlocal influencers.

Takeaways

• AI influencers are gaining popularity and generating significant income.
• Parasocial relationships with AI are becoming more common.
• Trust in AI influencers is complex and multifaceted.
• Authenticity is increasingly important in the digital age.
• Social proof is being redefined in the context of AI.
• The role of empathy in AI is a contentious topic.
• Brands need to be transparent about AI-generated content.
• Micro-influencers may become more valuable than traditional influencers.
• Understanding customer needs is crucial for effective marketing.
• The future of AI and human relationships is uncertain and thought-provoking.

Chapters

00:00 Introduction to AI Influencers
02:44 The Rise of AI Personalities
05:54 Trust and Authenticity in AI
08:53 The Evolution of Social Proof
11:53 AI and Empathy: A Complex Relationship
14:48 The Role of Brands and Influencers
17:47 Lessons for Experience Strategists
20:46 The Future of AI Storytelling
23:43 Conclusion and Reflections

Read more

https://www.nytimes.com/2025/09/03/style/ai-influencers-lil-miquela-mia-zelu.html

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