Episode 5.1 – What Are We Really Selling? Products, Services, and Experiences

A product is more than something sitting on a shelf. In this episode, Dr. Derek introduces Unit 5 on Product and Brand Strategy with new guest voices Emily Carter, a customer experience analyst, and Tom Kessler, owner of three independent rural Wisconsin gas stations. Together, they explore goods, services, experiences, product layers, customer value, and the role of service quality in product strategy. Through examples from convenience stores, digital customer journeys, and everyday business decisions, listeners learn why customers do not simply buy products—they buy benefits, solutions, experiences, and value.