Horizons Pod with Nate Desmond · 2025-11-25 · 1h 12m
Listen now on YouTube , Spotify , and Apple . - Dave Finnegan is a customer experience executive and brand strategist who serves as Strategic Advisor at NewRoad Capital Partners, following transformative leadership roles at Orvis and Build-A-Bear Workshop, where he helped grow the company from 4 stores to over 400 locations globally. Here’s some of my takeaways from this week’s episode… 1/ Connection Drives Commerce Core insight: Business success is rooted in human relationships, not just transactions. At Build-A-Bear, the heart ceremony (where kids kiss the heart before putting it in their bear) wasn’t planned - it emerged from store associates creating meaningful moments with customers. 2/ Problems > Solutions Start by deeply understanding customer needs before jumping to solutions. Domino’s didn’t just need faster delivery - they needed better-tasting pizza. Only after nailing the core product did speed and convenience innovation matter. 3/ Experience First, Economics Second When innovating, focus on getting the customer experience right before worrying about costs. Good CFOs will invest millions if you can prove the experience drives returns.
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