05: Elizabeth Merrick May, Customer Strategist at Nest

05: Elizabeth Merrick May, Customer Strategist at Nest

Elizabeth has been a client, co-presenter, and industry friend for years. From her days at HSN, to her role within the Market Research Association (MRA), to her strategy and insights work at Nest, Elizabeth is without a doubt one of the smartest and most talented people I’ve ever worked with. It’s my absolute honor to have her on this podcast.

In her current role leading customer strategy and experience analytics for the Nest brand at Google, focused on smart home products, Elizabeth leads a team of world-class analysts focused on global product development, customer experience, and customer value.

Here are some things you’ll learn from this conversation with Elizabeth:

@ 6:45 – What are some universal truths she’s learned about consumers?

@ 10:10 – How research across more than 20 countries has taught Elizabeth that, with small variations, people around the globe want the same things.

@ 12:00 – How to personalize a message in a way that is scalable – creating a message that is both a mass message and a one-to-one communication

@ 15:47 – What is a “Moment of Truth” and how is it influenced by repetition, relevance, and reward?

If you liked this episode, I also recommend that you check out my conversation with Jamie Mustard where we discuss how to use singular big ideas to make messages, brands, and products stand out.

Thanks for listening and I hope your time spent with our podcast has brought you value. If you have any comments or suggestions on who would be great for us to talk with in future episodes, please leave a comment below. We’d love to hear from you.

Until next time, #BeEngagious.

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