Sherrill Kaplan of Hand and Stone on human centered digital experience: why a crowd meter and a waitlist are emotional features, not just convenient data ones.
Sherrill Kaplan, Chief Revenue Officer at Hand and Stone, on human centered digital experience: why the best digital features are solving a feeling, not just surfacing data.
Before Hand and Stone she was Chief Digital Officer at Planet Fitness, with more than 20 years across Zipcar, Dunkin Brands, American Express, and Citigroup.
In this conversation with Tullio Siragusa:
• The Planet Fitness crowd meter as an emotional feature, not a data one
• Why data without the corresponding emotion is only half the puzzle
• Booking and waitlist design as friction removal at Hand and Stone
• What happens when the internal culture contradicts the external brand promise
• Being the same person in the boardroom, the leadership room, and your team's room
Her framing is worth stealing: people are not buying the transaction, they are buying how the transaction makes the rest of their day feel.
Listen to the full episode: https://www.theblisspodcast.com/the-role-of-empathy-in-leadership-with-sherrill-kaplan/
More from Sherrill Kaplan: https://www.theblisspodcast.com/guests/sherrill-kaplan/
More from the series: https://www.theblisspodcast.com/categories/bliss-businesses-series/