Cracker Barrel is in the Wall Street Journal | May 6, 2025

The Experience Strategy Podcast

In this episode of the Experience Strategy Podcast, hosts Joe Pine, Aransas Savas, and Dave Norton discuss the Wall Street Journal article about Cracker Barrel's recent transformation efforts aimed at attracting younger customers while retaining their core base. They explore the challenges and opportunities of modernizing a legacy brand, emphasizing the importance of experience strategy over mere aesthetic changes. The conversation highlights the role of employees in successful transformations, the impact of economic factors on customer behavior, and innovative ideas for enhancing the dining experience.

• Cracker Barrel is attempting to modernize while retaining its nostalgic appeal.
• Transformations often fail when they ignore the core customer base.
• Experience should lead brand decisions, not the other way around.
• Employee involvement is crucial for successful transformations.
• Economic changes can create opportunities for brands like Cracker Barrel.
• Experience strategy can be a powerful tool in attracting customers.
• Innovative dining experiences can differentiate a brand.
• Understanding customer needs is essential for effective transformation.
• Merchandising strategies can enhance the overall experience.

Chapters

00:00 Introduction to Experience Strategy Podcast

01:05 Cracker Barrel's Transformation Journey

04:05 Understanding Cracker Barrel's Nostalgia and Experience

08:10 The Role of Aesthetics in Experience

10:06 Employee Engagement in Transformations

14:07 Navigating Economic Challenges and Customer Needs

18:04 Innovative Ideas for Enhancing Customer Experience

20:16 Conclusion and Future Insights