The New Decision-Making Paradigm

Experience Strategy Podcast with Stone Mantel

Today we're sitting down with the Director of Retail CX at Clayton Homes, Michael Stanton. Clayton Homes is a Berkshire Hathaway Company that provides more homes to families than any other housing company in America.

Michael's noticed, like many other experience strategists, that our inner circles are shifting. In addition to families, Clayton now sells more homes to friends, siblings, and others, who are redefining the buying experience. The questions Clayton Homes is asking are questions we should all be asking.

Here are a few you might want to consider:

• Who is in my customer’s inner circle?

• How is that inner circle going to participate in the buying process and the use of the product?

• How can we support our customers in making values-based and aspirational decisions?

• How do we effectively digitize the decision-making process?