Experience This!: Recent Episodes
Joey Coleman and Dan Gingiss
Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have more fun in the process. A fun collection of quick-hit segments filled with deep learning and takeaways, you don’t want to miss this audio experience! Find show notes and more goodies at http://www.experiencethisshow.com
396264
Learn about the must-read employee experience book of 2023, the shocking stats behind the biggest challenge facing organizations today, and a method for enhancing your customer experience by focusing on your employee experience.
Bite-Sized Delight From the Episode:
• Never Lose an Employee Again - By focusing on the First 100 Days of the employee journey, you can create the foundational experiences that will retain your best people for many years.
• Losing Employees Is Costly - Research shows that the cost of replacing an employee is somewhere between 3-4 times their annual salary.
• If You Seek Longterm Retention, Pay Attention to Each Step in the Employee Journey - Use six tools of communication to create remarkable interactions in each of the eight phases of the employee journey.
Are You Looking for Things We Referenced?
• Never Lose an Employee Again: The Simple Path to Remarkable Retention - by Joey Coleman
• Never Lose a Customer Again: Creating Lifelong Loyalty in the First 100 Days - by Joey Coleman
• Special Giveaway for Experience This! Show Listeners:
Fan Prize 1) Purchase one copy of Never Lose an Employee Again on Amazon 2) Send receipt to: joeyc@joeycoleman.com 3) Receive "Ten Most Commonly Asked Questions (and Answers) from Leaders Trying to Solve Employee Challenges"
Raving Fan Prize 1) Purchase one copy of Never Lose an Employee Again on Barnes & Noble 2) Send receipt to: joeyc@joeycoleman.com 3) Receive the "Fan" prize (see above) and Early Chapter from the Book ("The Eight Phases and Six Tools of a Remarkable Employee Experience")
Super Fan Prize 1) Purchase one copy on each platform (Amazon or Barnes & Noble or your favorite Indie Book Store) 2) Send receipt to: joeyc@joeycoleman.com 3) Receive the "Fan" and "Raving Fan" prizes, and the "Never Lose an Employee Again Implementation Kit"
Experience This Listener Rockstar Prize 1) Promote the new book (Never Lose an Employee Again) on social media 2) Tag Joey or Dan 2) Receive the: "Super Secret Antarctica Case Study"
• They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer - by Marcus Sheridan
• Society for Human Resource Management
• Association for Talent Development
• Work Insitute
• Well-Oiled Operations
• Salesforce
• Brasa Peruvian Kitchen
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again" and "Never Lose an Employee Again"
Dan Gingiss - keynote speaker and author of "Winning at Social Customer Care" and "The Experience Maker"
Learn about how ChatGPT and other AI software can create an entire episode of Experience This, the best CX brands according to ChatGPT, and asking ChatGPT all the tough customer experience questions.
Bite-Sized Delight From the Episode:
• Empathy in Customer Experience - When asked to create an episode of Experience This, ChatGPT focused on the power of empathy to build relationships with customers.
• Even AI Knows the Top CX Brands - ChatGPT easily identified the best brands for customer experience to include Zappos, Amazon, Southwest Airlines, Starbucks, Apple, Nordstrom, and Chewy.
• The "AI Experience" Is Limitless - The ease with which ChatGPT answers questions shows a host of practical applications for customer experience professionals and business leaders.
Are You Looking for Things We Referenced?
• ChatGPT
• Murf Studio
• Zappos
• Amazon
• Southwest Airlines
• Starbucks
• Apple
• Nordstrom
• Chewy
• Yoda - from Star Wars
• Jack Shepard - from Lost
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about the must-read customer experience book of 2023, how rockstars connect with their raving fans, and the things you never knew, but always wanted to ask, about CX professionals.
Bite-Sized Delight From the Episode:
• Create Superfans - Brittany Hodak's must-read book "Creating Superfans: How To Turn Your Customers Into Lifelong Advocates" offers a fantastic playbook for succeeding in the Experience Economy.
• Celebrate Half-Birthdays - stand out from the crowd by celebrating your customers' (and employees') half-birthdays.
• Go Beyond the Professional Experience - learn more about the life behind the work when we ask questions of three CX professionals
Are You Looking for Things We Referenced?
• Creating Superfans: How To Turn Your Customers Into Lifelong Advocates - by Brittany Hodak
• Lomi - countertop composting
• Jack Carr - fiction writer of the The Terminal List series
• Stamps.com - print postage at home!
• The End of the World is Just the Beginning: Mapping the Collapse of Globalization - by Peter Zeihan
• Never Lose an Employee Again: The Simple Path to Remarkable Retention - by Joey Coleman
• If I Understood You, Would I Have This Look on My Face?: My Adventures in the Art and Science of Relating and Communicating - by Alan Alda
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about an airline that decided to stop providing telephone customer service, how to improve on the B2B experience, and a government crackdown on unnecessary fees.
Bite-Sized Delight From the Episode:
• Don't Call Us - Frontier Airlines' controversial decision to eliminate their customer service phone number may save money but may cost them customer loyalty (and will surely impact customer experience).
• B2B Businesses Should Improve Their Customer Experience - In his new book, "Do B2B Better: Drive Growth Through Game-Changing Customer Experience," Jim Tincher shares tips and techniques for improving customer experience in a B2B setting and gaining executive buy-in for CX initiatives.
• The Government Plans to Help the Experience - The FTC is launching a new rulemaking process in an attempt to reduce junk fees for event ticketing, hotels, funeral homes, and other industries that force consumers to pay ridiculous fees.
Are You Looking for Things We Referenced?
• "Frontier Airlines Gets Rid of Telephone Customer Service" - by Leslie Josephs on CNC.com
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• "Do B2B Better: Drive Growth Through Game-Changing Customer Experience" - by Jim Tincher
• Biden Targets Hidden 'Junk Fees' from Banks, Cable TV, Concert Tickets - By Hannah Lang, Doina Chiacu, and Trevor Hunnicutt on Reuters
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about the value of having fun within a business, the way products differ from region to region, and the continued importance of connecting with your customers using meaningful, customized communications.
Bite-Sized Delight From the Episode:
• Explore Ways to Infuse More Fun in Your Workplace - Kristi Herold's new book, "It Pays to Play" offers a roadmap for enhancing employee engagement, retention, and participation using intentional play.
• Pay Attention to Whether You're Using the App or It's Using You - The difference between TikTok's Chinese version and American version illustrates the importance of being vigilant when it comes to social media usage and application, especially for more global outreach efforts.
• Find the Balance between Customer Data and Personalization - Salesforce's 8th Annual "State of Marketing" Report showcases how the best companies are pushing the envelope on customization of customer communications, while maintaining a healthy respect for customer privacy.
Are You Looking for Things We Referenced?
• "It Pays to Play: How Play Improves Business Culture" - by Kristi Herold at JAM
• Brian Solis, Global Innovation Evangelist at Salesforce
• TikTok in China vs. the U.S.A. - as featured on 60 Minutes
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• The 8th Annual “State of Marketing” Report from Salesforce
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about hilarious product instructions, what we love–and can’t stand–about health insurance, and our forecast for 2023 customer experience trends.
Bite-Sized Delight From the Episode:
• Even Labels Offer the Chance for an Experience - Product labels and instructions give you the chance to be witty, clever, and intriguing. Don't miss the opportunity to make every customer communication an experience.
• Health Insurance: Things We Love and Can't Stand - While everyone needs it and many benefit from it, there are plenty of ways that health insurance can improve on the current customer experience.
• Trends to Pay Attention to in 2023 - Business continuity, responsiveness to economic trends, personalization, and anticipation will continue to keep customer experience and employee experience issues top of mind in 2023.
Are You Looking for Things We Referenced?
• “65 of the Funniest Product Instructions and Tags" - by Greta Jaruševičiūtė at BoredPanda
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about an environmentally friendly ketchup bottle, a song for the age we’re living in, and a pre-written thank you card that will make you smile.
Bite-Sized Delight From the Episode:
• Is Your R&D Focused on Enhancing Your CX? - Heinz spent over 185,000 hours and $1.2 million to create a new, fully-recyclable ketchup bottle cap - because it was the right thing to do for the environment and their increasingly environmentally-conscious customers.
• Give Your Customers What They Want Before the Go - Ryan Anderson's catchy parody song reinforces the importance of making the customer experience better before your website visitors leave in frustation because they can't easily find what they want.
• Little Surprises Create Big Connections - Including a pre-written thank you note along with a child's birthday gift is a great way for the creative team at Wicked Uncle to connect their customers (those who purchase gifts for children) to their customers' customers/end users (the children that receive these gifts).
Are You Looking for Things We Referenced?
• “Why Heinz Spent 185,000 Hours Redesigning This Ketchup Bottle Cap" - by Adele Peters on FastCompany.com
• Ryan Anderson's website experience parody "Before You Go"
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• Wicked Uncle - perfect gifts for brilliant children
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about the rapidly changing digital landscape, an airline that’s trying to make sitting in the middle seat fun, and what makes the Starbucks experience so remarkable.
Bite-Sized Delight From the Episode:
• In Times of Uncertainty, Listen More - With so many massive changes in the digital environment, approach new platforms and technologies with a great deal of curiosity, but a healthy dose of skepticism. When in doubt, double down on the places your customers already frequent.
• Turn Your Worst Offering Into Something Exciting - Virgin Australia's creative lottery system offers prizes to those customers willing to endure the dreaded middle seat.
• Turn the Ordinary Into Extraordinary - Joseph Michelli's experience design classic "The Starbucks Experience" outlines 5 key principles any company can use to make their customer interactions extraordinary.
Are You Looking for Things We Referenced?
• “Airline Launches Lottery to Entice More Passengers to Sit in the Middle Seat" by Maggie Hiufu Wong at CNN Travel
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary - by Joseph A. Michelli
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about how to deliver unreasonable hospitality, a meal featuring your name in lights, and a great way to turn a mistake into marketing.
Bite-Sized Delight From the Episode:
• Be Unreasonable with Your Hospitality - Will Guidara's page-turner "Unreasonable Hospitality" details his journey turning a two-star brasserie into the world's #1 restaurant by focusing on over-the-top interactions and story-worthy flourishes.
• The Experience Starts Before the Meal - Partage's light-up table in their private dining room creates a remarkable experience for a meal before the food is even on the plate!
• Turn Your Mistakes Into Marketing - Punch Pizza's proactive outreach acknowledging a hiccup in their service, what they learned, and a request to "give them another chance" turned a first-time customer into a long-term advocate.
Are You Looking for Things We Referenced?
• “Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect” by Will Guidara
• Partage modern French dining in Las Vegas
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• Punch Pizza
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about how to deliver unreasonable hospitality, a meal featuring your name in lights, and a great way to turn a mistake into marketing.
Bite-Sized Delight From the Episode:
• Be Unreasonable with Your Hospitality - Will Guidara's page-turner "Unreasonable Hospitality" details his journey turning a two-star brasserie into the world's #1 restaurant by focusing on over-the-top interactions and story-worthy flourishes.
• The Experience Starts Before the Meal - Partage's light-up table in their private dining room creates a remarkable experience for a meal before the food is even on the plate!
• Turn Your Mistakes Into Marketing - Punch Pizza's proactive outreach acknowledging a hiccup in their service, what they learned, and a request to "give them another chance" turned a first-time customer into a long-term advocate.
Are You Looking for Things We Referenced?
• “Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect” by Will Guidara
• Partage modern French dining in Las Vegas
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• Punch Pizza
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about the evolving meaning of emojis in conversation, the sound of focusing on your core customers, and some innovative examples of immersive live event experiences.
Bite-Sized Delight From the Episode:
• Be Careful with Your Emojis - Emojis can have VERY different meanings depending on the age of the person sending and/or receiving the message.
• It Sounds Like You Could Focus More - Bose is refocusing on their core offerings after straying from its core audience. Make sure that your offerings and experiences are focused in on what matters most to your customers.
• Immersion is Increasingly the Expectation for Live Events - The more immersive and engaging your events are, the more memorable they are for participants. That means they will go back to the office and tell people about it, encouraging others to attend in the future.
Are You Looking for Things We Referenced?
• "The final word: Is the thumbs-up emoji dead?" - by Ayesha Rascoe on NPR
• "How Bose’s Marketing Chief is Cutting Through the Noise" - by Sam Forsdick in Raconteur
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• Professional Associations for Customer Engagement (PACE)
• Sprinklr Unifiers Roadshow
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about the evolving meaning of emojis in conversation, the sound of focusing on your core customers, and some innovative examples of immersive live event experiences.
Bite-Sized Delight From the Episode:
• Be Careful with Your Emojis - Emojis can have VERY different meanings depending on the age of the person sending and/or receiving the message.
• It Sounds Like You Could Focus More - Bose is refocusing on their core offerings after straying from its core audience. Make sure that your offerings and experiences are focused in on what matters most to your customers.
• Immersion is Increasingly the Expectation for Live Events - The more immersive and engaging your events are, the more memorable they are for participants. That means they will go back to the office and tell people about it, encouraging others to attend in the future.
Are You Looking for Things We Referenced?
• "The final word: Is the thumbs-up emoji dead?" - by Ayesha Rascoe on NPR
• "How Bose’s Marketing Chief is Cutting Through the Noise" - by Sam Forsdick in Raconteur
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• Professional Associations for Customer Engagement (PACE)
• Sprinklr Unifiers Roadshow
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about a less than logical checkout experience, the evolving role of mobile apps in banking, and an UN-VEGAS hotel in Las Vegas.
Bite-Sized Delight From the Episode:
• Sequencing of Customer Interactions Matters More than You Might Think - Make sure to use logic when creating customer interactions - especially those that happen in person. Customers want interactions to be logical and seamless, similar to the interactions they have come to expect from their online transactions.
• Mobile Matters! - Research from the banking industry shows that customers are expecting more and more of their interactions to happen on mobile. You need to double down on your mobile operations to allow customers to interact where they want to and where they find it most convenient.
• Little Things Can Have a Big Impact - thoughtful design of required elements of a business (walls, do not disturb signs, and housekeeping envelopes) creates standout moments and memories at the ENGLiSH Hotel in Las Vegas.
Are You Looking for Things We Referenced?
• Humanizing the Bank Customer Experience 2022
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• The ENGLiSH Hotel in Las Vegas
• Shelly Gray - Director of Sales & Marketing at The ENGLiSH Hotel in Las Vegas
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about a less than logical checkout experience, the evolving role of mobile apps in banking, and an UN-VEGAS hotel in Las Vegas.
Bite-Sized Delight From the Episode:
• Sequencing of Customer Interactions Matters More than You Might Think - Make sure to use logic when creating customer interactions - especially those that happen in person. Customers want interactions to be logical and seamless, similar to the interactions they have come to expect from their online transactions.
• Mobile Matters! - Research from the banking industry shows that customers are expecting more and more of their interactions to happen on mobile. You need to double down on your mobile operations to allow customers to interact where they want to and where they find it most convenient.
• Little Things Can Have a Big Impact - thoughtful design of required elements of a business (walls, do not disturb signs, and housekeeping envelopes) creates standout moments and memories at the ENGLiSH Hotel in Las Vegas.
Are You Looking for Things We Referenced?
• Humanizing the Bank Customer Experience 2022
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• The ENGLiSH Hotel in Las Vegas
• Shelly Gray - Director of Sales & Marketing at The ENGLiSH Hotel in Las Vegas
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about the psychology behind buyer decisions, what banking customers are looking for from their bank, and a car-buying experience with long-lasting effects.
Bite-Sized Delight From the Episode:
• B2B Still Involves Humans - Just because you operate in a B2B environment, doesn't mean your communications should lack a human touch. To make the most of the B2B Risk-Reward Gap, pay attention to the personal needs of the individual that is your point of contact with your customer.
• Don't Rest on Your Relationships! - Banks have long term customers but shouldn't take that loyalty for granted. There are many opportunities to enhance the personalized services, rewards, and mobile experiences that engage and retain bank customers.
• Failing to Deliver with New Customers Is a Disaster - the first few weeks and months of a customer relationship are the most important. Make sure to delivery and even over-deliver in this crucial time period.
Are You Looking for Things We Referenced?
• “Why B2B Buyers Choose the Safest, Rather than the Best, Solution" - by Ian Bruce (VP and Principal Analyst, Forrester Research) and Mike Pregler (VP and Research Director, Forrester Research)
• Humanizing the Bank Customer Experience 2022 - by American Banker and Monigle
• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about the psychology behind buyer decisions, what banking customers are looking for from their bank, and a car-buying experience with long-lasting effects.
Bite-Sized Delight From the Episode:
• B2B Still Involves Humans - Just because you operate in a B2B environment, doesn't mean your communications should lack a human touch. To make the most of the B2B Risk-Reward Gap, pay attention to the personal needs of the individual that is your point of contact with your customer.
• Don't Rest on Your Relationships! - Banks have long term customers but shouldn't take that loyalty for granted. There are many opportunities to enhance the personalized services, rewards, and mobile experiences that engage and retain bank customers.
• Failing to Deliver with New Customers Is a Disaster - the first few weeks and months of a customer relationship are the most important. Make sure to delivery and even over-deliver in this crucial time period.
Are You Looking for Things We Referenced?
• “Why B2B Buyers Choose the Safest, Rather than the Best, Solution" - by Ian Bruce (VP and Principal Analyst, Forrester Research) and Mike Pregler (VP and Research Director, Forrester Research)
• Humanizing the Bank Customer Experience 2022 - by American Banker and Monigle
• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about the importance of keeping your customers in the loop, the sound of customer silence, and the power of creative storytelling!
Bite-Sized Delight From the Episode:
• Keep Your Customers Informed - Research by Instacart shows that keeping customers aware about inventory and managing their expectations about availability leads to increased order frequency and increased lifetime value of the customer.
• Try Being Quiet - Explore the experience created by Amsterdam Schipol Airport and stores in Dublin by considering what it would be like to create a "quiet experience" for your customers.
• The Better the Story, the Better the Experience - A playful, edgy story (like laundering in a bank in the Ozarks) creates the kind of intrigue and curiosity that makes customers want to stay at the Bank Haus.
Are You Looking for Things We Referenced?
• “Why You Should Warn Customers When You’re Running Low on Stock" - by Benjamin Knight (Senior Data Scientist at Instacart) and Dmitry Mitrofanov (assistant professor of business analytics at the Carroll School of Management at Boston College) in the Harvard Business Review.
• Amsterdam Schipol Airport
• Experience This - Episode 82 - "Pizzability, Usability, and Adaptability!"
• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect
• Touch Stay - Digital Welcome Book
• The Bank Hause - Marthasville, Missouri rental with great story conceived by Tyann Marcink Hammond
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn how proactive customer service can increase loyalty, why timing is everything, and how to have fun with paying bills!
Bite-Sized Delight From the Episode:
• Proactively Reach Out to Customers - ComEd's "Storm is Coming" email helps customers to be prepared and stay informed in a challenging time. How can you let your customers know you are aware and paying attention to things that will effect them?
• Move Quickly and Respond Even Faster - Jay Baer's new "Time to Win: 2022 Consumer Patience Study" found two-thirds of respondents say speed is as important at price!
• Every Interaction is a Chance to Be Memorable - A playful way of delivering the bill (in the tines of a fork!) makes a trip to Breakfast Republic in San Diego remarkable and entertaining.
Are You Looking for Things We Referenced?
• ComEd (Commonwealth Edison Company)
• Experience This - Episode 140 - "De-Escalation, Refridgeration, and Communication!"
• The Time to Win: 2022 Consumer Patience Study - by Jay Baer
• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect
• The Experience Maker Newsletter
• Breakfast Republic California
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about a playful way to serve niche audiences, incorporating pop culture into your customer messaging, and a way to get your customers engaging with you every single day… for weeks on end!
Bite-Sized Delight From the Episode:
• Connect the Niches Within Your Customer Base - DuoLingo's language course for High Valyrian (a conlang from Game of Thrones) connects sub-segments of their customer base in a playful, engaging way.
• Every Customer Interaction is a Chance to Be Remarkable - Wistia's Terms of Service make Star Wars fans smile by referencing the infamous text scroll popularized in the movies.
• Challenge Your Customers to Use Your Products More - The Kindle Challenge gamifies reading, encouraging owners to use their Kindle frequently and consistently in order to win badges.
Are You Looking for Things We Referenced?
• "An update is coming… to our High Valyrian course!" - from the DuoLingo blog
• Experience This - Episode 161 - "Van Gogh, Oh No, and Duo!"
• May the 4th Be with You - Wistia Terms of Service
• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect
• Amazon Kindle Challenge
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about the brands consumers LOVE the most, a test that you definitely want to pass, and the retailers that are winning with in-store experiences.
Bite-Sized Delight From the Episode:
• Loved Brands Grow Faster - The third annual Brand Love report by Hootsuite and Talkwalker shows that loved brands grow 3X faster and the top brands are beauty and fashion because they deliver what customers want.
• Playful Little Touches Get Noticed - StreamYard's "test audio" feature produces smiles with a playful song by two members of the StreamYard support team
• Store Experience Still Matters - Brands that create a great in-store experience are attracting the 92% of customers who missed shopping in a store during the pandemic.
Are You Looking for Things We Referenced?
• Brand Love 2022 - by Hootsuite and Talkwalker
• Experience This - Episode 6 - "Robots, Pizza, and Music!"
• "I'm on Hold" by Alex Cornell
• StreamYard
• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect
• "11 Brands Winning with Memorable In-Store Experiences" by Bobby Marhamat for RetailCustomerExperience.com
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about a pre-purchase experience that created a big purchase, a common occurrence with an uncommon resolution, and a regular service without regular scheduling.
Bite-Sized Delight From the Episode:
• Treating People Well is the Best Upsell - When a salesperson listens, empathizes, and answers questions directly (like the team at Mattress Galaxy) it builds the kind of trust and rapport that leads to great sales.
• Make It Easy to Keep Doing Business With You - Customers move and when they do, making it easy to update their mailing address is a great way to continue receiving their business.
• Service Without Scheduling is Remarkable - Getting an oil change without scheduling an appointment is convenient, efficient, and easy - allowing Shimkat Motors to create a remarkable experience that builds affinity and loyalty.
Are You Looking for Things We Referenced?
• Mattress Galaxy
• Experience This - Episode 69 - "Emojis, Surveys, and Sodas!"
• Experience This - Episode 77 - "Cooks, Photographers, and Ditchers!"
• Experience This - Episode 88 - "Ignoring, Chatting, and Returning!"
• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect
• Shimkat Motors - No Appointment Required Oil Changes
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about how one company rolled back a major decision after customer backlash, how immersive experiences have become all the rage, and how you can create experiences anywhere - even when a customer makes a mistake.
Bite-Sized Delight From the Episode:
• Listen AND Respond to Your Customers - When loyal customers backlashed at the elimination of a feature enjoyed by a small but vocal portion of users, TurboTax reversed their decision and re-instated the "ItsDeductible" program.
• Think Immersive for Your Experiences - As customers crave more immersive experiences, explore ways to deliver "above and beyond" like the Museum of Ice Cream in Chicago.
• Make Mistakes and Errors Playful - A fun, playful, creative 404 error page is a great opportunity to bring surprise and delight to a customer that makes a mistake on your website.
Are You Looking for Things We Referenced?
• “Inside Perspective: From Harry Potter to Ice Cream, Immersive Experiences are Coming to Chicago: ‘Interactivity has been the trend’” - by Samantha Nelson in the Chicago Tribune
• The Experience Maker - by Dan Gingiss
• Dan's LinkedIn Discussion about 404 Error Pages
• Experience This - Episode 26 - "Healthy, Error-Free, and Pregnancy!"
• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about surprising interactions at a fantastic amusement park, a visit to a magical place - again, and going the extra mile to turn a bad experience into a remarkable one.
Bite-Sized Delight From the Episode:
• Gamify Your Customer Interactions - LEGOLAND offers a variety of unique, interesting opportunities for customers to explore the park, interact with staff, and experience surprise and delight moments every step of the way.
• Grow with Your Customers - Find new ways to deepen and augment the relationship with your veteran customers like Universal Studios Hollywood does by revisiting the customer experience on a regular basis to find ways to improve it!
• It's Okay to Make a Mistake with a Customer "If" You Learn From It - Hiring employees that are committed to delivering remarkable customer experiences leads to creative moments like the Disney employee that quickly learned some Portuguese to interact with a guest.
Are You Looking for Things We Referenced?
• LEGOLAND California
• Universal Studios Hollywood
• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect
• “Disney Worker Surprises Guest's 4-year-old Son — Even After She Yelled at Him.” - by Emerald Pellot in Yahoo! News "In the Know"
• Ryan Kelly - TikTok Story of Portuguese Spiderman
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about e-commerce companies that are moving to brick-and-mortar, helping your customers save money, and a beloved brand that has people talking -- but not in a good way.
Bite-Sized Delight From the Episode:
• Bricks Might Save Clicks - the rising costs of doing business online is leading many e-commerce brands to open physical retail locations.
• Squeaky Clean Transparency Is Best - Green cleaning company Dropps chose complete transparency when announcing a shipping price increase to customers and earned loyal fans in the process.
• Even Customers That Love You Will Only Tolerate So Much - While investors love Vanguard's products, not caring enough to answer the phone or solve customer service problems is frustrating their long-term customers
Are You Looking for Things We Referenced?
• How Bricks Might Save Clicks: Rising costs of doing business online is making physical retail more appealing for e-commerce brands - by Jinjoo Lee in the Wall Street Journal
• Dropps - Green Cleaning Products
• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel
• Vanguard clients take to social media over customer service mishaps - by Erin Arvedlund in the Philadelphia Inquirer
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about using parodies to catch attention and stop social media scrolling, putting your customers first in every aspect of your business, and building raving fans with a generous grace period.
Bite-Sized Delight From the Episode:
• B2B Doesn't Give You Permission to be Boring2Boring - follow the example of Emily DeBrito Brady (TikTok: @emdibritobrady) and use humor and playfulness in your messaging to grab the attention of business buyers.
• Put Your Fans First - Savannah Bananas owner Jesse Cole offers a playbook for creating remarkable customer experiences in his brand new book, Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience!
• Make it Delightful to Do Business with You - Rad Power Bikes makes it easy to purchase and easy to be a fan with their customer-centric policies and practices.
Are You Looking for Things We Referenced?
• Fallon-esque Thank You Notes - by Emily DeBrito Brady on LinkedIn
• Follow Emily DeBrito Brady on TikTok: @emdibritobrady
• Sweet Fish - podcast production agency for B2B brands
• Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience - by Jesse Cole
• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel
• Rad Power Bikes
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about getting back to basics when everything else isn’t working, how changing the rules can inspire creativity and innovation, and the state of local businesses in a post-COVID world.
Bite-Sized Delight From the Episode:
• Get Back to the Basics of Focusing on Existing Customers - after years of trying to chase new customers, JC Penney's new CEO is focusing on retaining the local customers that already shop there.
• Make Your "Rules" Customer-Centric - When the Savannah Bananas wanted to enhance the experience of watching a baseball game, they designed a new set of rules for the game that were more fan-friendly, and in the process created a remarkable, entertaining, exciting experience.
• Don't Forget the Local Experience - Podium's "2022 State of Local Business" research found that today’s consumers are looking for ease of doing business and price as the key differentiators for the local business experience.
Are You Looking for Things We Referenced?
• "JCPenney’s CEO Is Done Chasing New Customers. ‘We Are Loving Those Who Love Us.'" - Suzanne Kapner in the Wall Street Journal
• The Savannah Bananas on MLB Radio
• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel
• State of Local Business Report - by Podium
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about a warm welcome that creates new loyalty, key tricks for keeping going when the experience starts to wane, and the importance of a final positive experience before a customer leaves.
Bite-Sized Delight From the Episode:
• Make Sure Your Employees are Loyal to Your Loyalty Program - Loyalty programs only work if everyone on your team genuinely understands the benefits and can explain them succinctly to your customers.
• Get Back to Basics - Alan Stein Jr.'s new book "Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout" offers tips and techniques for performing at a high level over an extended period of time - something every CX professional needs to do.
• Make Canceling Easy - Offboarding is just as important as onboarding and is often the final memory a customer has of your brand when they go out into the marketplace and talk about their interactions with you. Make sure they have nice things to say by making it easy to quit doing business with you.
Are You Looking for Things We Referenced?
• Kwik Rewards
• Dick’s Sporting Goods
• Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout - by Alan Stein, Jr.
• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel
• LawDepot
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about when good customers do bad things, the “last mile” in retail, and the “great expectations” of your customers.
Bite-Sized Delight From the Episode:
• It Could Always Be Worse - Customer experience professionals often worry about their customer fails and while we should always be trying to improve, it's also okay to laugh from time to time at customers' crazy expectations.
• Don't Forget the Last Mile - If you sell products that are delivered to your customers, the experience of delivery to their front door is STILL part of your experience. Make sure you deliver all the way!
• What Do Your Customers Really Expect? - Research from Chattermill shows that businesses may be delivering on their own expectations (internal), but most aren't meeting their customers' expectations (external).
Are You Looking for Things We Referenced?
• "43 ‘Customer Crimes’ That Customer-Facing Workers Can’t Stand" by Ross Yoder at BuzzFeed
• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel
• "Great eCXpectations: How to Deliver the CX Your Customers Really Want" - by Chattermill
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about an immersive art experience that keeps you coming back for more, a 90th birthday party gone awry, and the importance of cross-cultural consciousness. Bite-Sized Delight From the Episode:
• Explore Immersive Experiences - Immersive visual and audio components that bring old art to life in new and mesmerizing ways at the Van Gogh Immersive Exhibit offer inspiration for what brands can (and should) do to enhance and augment interactions with customers.
• Don't Make Mistakes at Key Customer Milestones - A Listener Story relates how a series of mistakes for a customer hosting a 90th birthday celebration created a negative experience that will last for years to come.
• Design Experiences to Cross Borders - By paying attention to language differences, Duo Lingo created a series of brand mascots that can transcend national borders and serve an international clientele.
Are You Looking for Things We Referenced?
• Immersive Van Gogh Exhibit - Minneapolis, Minnesota (and other locations)
• Spotify Playlist for the Immersive Van Gogh Exhibit
• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel
• Free Time: Lose the Busywork, Love Your Business - by Jenny Blake
• Conversation Corner with Help Scout
• Duolingo
• "How Zari, Bea, Lily, Lucy, and Lin came to life" by Emily Chiu and Sam Zabell
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about choosing between privacy and personalization, a meal prep delivery with only part of the meal, and how consumer preferences for online reviews are evolving. Bite-Sized Delight From the Episode:
• Put Your Customers First with a Privacy First Mindset - Be deliberate and conscientious with your digital data policies to respect and honor the amount of customer data you collect and how you use it.
• Don't Forget the Key Ingredients of a Remarkable Customer Experience - When a meal prep box service failed to include the protein, it was a mistake. When it failed to show empathy to the disappointed customer or to proactively fix the error, it delivered all the ingredients for a horrible experience that the customer felt compelled to share with others.
• A Customer Review Strategy is a Must for Businesses - The 2022 Local Consumer Review Survey by brightlocal offers the newest research on how consumers are using online reviews to choose, trust, and understand the businesses offering services in their local area.
Are You Looking for Things We Referenced?
• "Is It Possible to Have Both Privacy and Personalization?” - by Michelle Hawley at CMSWire
• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel
• Jacksonville Public Library in Florida
• Conversation Corner with Help Scout
• Local Consumer Review Survey 2022 - by brightlocal
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about how drains can draw customer attention, a whopper of a delivery tale, and a 1 star ending to a 4 star offering. Bite-Sized Delight From the Episode:
• Everything Speaks, Even Your Drain Covers - The commitment to customer experience is so great at The Savannah Bananas that an employee noticed rusty drain covers and replaced them with custom banana-themed drains - much to the surprise and delight of the team owners who always strive to put Fans First.
• Partner with Like-Minded Businesses to Find Like-Minded Customers - DoorDash Dash Pass holders received exclusive access to Burger King's new Whopper Melt as a way to drive interest and orders with these two symbiotic businesses.
• It's Okay If Customer Experiments Fail - The closure of Amazon's retail bookstores and 4-Star stores wasn't a failure because Amazon learned so much from the experiments and was willing to keep trying new ways to reach customers - even if it didn't work out the way they hoped.
Are You Looking for Things We Referenced?
• Jesse Cole - New Banana Drains (originally posted on LinkedIn)
• Savannah Bananas
• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel
• DoorDash Dash Pass
• Burger King - Whopper Melt
• Conversation Corner with Help Scout
• “Amazon plans to shut down more than 50 brick-and-mortar stores” - by Karen Weise in The New York Times
• The Non-Obvious Newsletter
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about how one restaurant is taking accessibility to new heights, putting the “customer” in “customer experience,” and what loyalty looks like when price doesn’t matter.
Bite-Sized Delight From the Episode:
• Accessibility Needs to Be Part of Your Customer Experience - Contento (a restaurant in New York City) excels at creating remarkable experiences for all patrons and especially those in wheelchairs as reported by Pete Wells in his article for The New York Times, "Accessibility Is a Right. This Restaurant Treats It That Way."
• Forget What You Think, What Do You Know?! - Annette Franz's book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, emphasizes the importance of listening to your customers and incorporating their input into your experience design.
• Increased Value Counters Price Increases - Amazon Prime realizes that they can increase prices for their subscription as long as they keep increasing the value of the membership.
Are You Looking for Things We Referenced?
• "Accessibility Is a Right. This Restaurant Treats It That Way." - by Pete Wells in the New York Times
• Pizzability - Experience This Show!, Season 4, Episode 82
• Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business - by Annette Franz
• Conversation Corner with Help Scout
• Amazon Prime
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about the improving experience of virtual reality, the evolving schedule of sharing content, and a simple way to add time to your day.
Bite-Sized Delight From the Episode:
• Virtual Is Becoming More Real - Attending a business meeting in virtual reality demonstrates that all businesses need to be thinking about the impact virtual reality will have on their business and the experiences they offer customers.
• Play with the Pacing of Content Distribution - Critically acclaimed series The Marvelous Mrs. Maisel shifts from dropping an entire season to dripping content at a pace of two episodes per week - continuing to experiment with the optimal experience for their viewers.
• Lose the Busywork, Love Your Business - Free Time by Jenny Blake offers an easy-to-implement approach for systematizing your business, creating better customer experiences, and making sure every question lives three lives.
Are You Looking for Things We Referenced?
• John Bowen - CEG Worldwide
• Jayson Gaignard - MMT
• Michael Potts - M2 Studios
• Accenture Buys 60,000 VR Headsets
• Here's When Every New Marvelous Mrs. Maisel Episode Drops on Amazon Prime - by Emily Burack in Town & Country Magazine
• The Marvelous Mrs. Maisel
• Conversation Corner with Help Scout
• Hooked: How to Build Habit Forming Products - by Nir Eyal
• Free Time: Lose the Busywork, Love Your Business - by Jenny Blake
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about how to make marketing fun, the current state of customer experience, and avoiding the buzzwords that people love to hate.
Bite-Sized Delight From the Episode:
• Fun Interactions Creates a Fun Workplace - The more colorful and playful your brand, the more you will attract that type of customer and employee.
• Happy Employees Equal Happy Customers - Based on research by GetFeedback, the relationship between employee experience and customer experience should be an infinity symbol - when employees are happy, they better serve customers, thereby making those customers happy.
• Beware Buzzwords - Using meaningless buzzwords leaves employees and customers confused, irritated, and wanting to run away from you and your offerings!
Are You Looking for Things We Referenced?
• Verblio - a fun place to work with fun marketing
• State of CX Report - by GetFeedback
• Conversation Corner with Help Scout
• 31 Buzzwords That Employees Truly Hate - by Geoffrey James on Inc.com
• 9 Business Buzzwords People Hate So Much They Won't Want to Work With You - by Minda Zetlin on Inc.com
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about auto-payments gone awry, naming the devices you love, and getting paid to be the delivery driver for your next takeout order. Bite-Sized Delight From the Episode:
• When Striving for Easy, Make the Process Easy - Allowing customers to make automatic, recurring payments reduces friction and increases convenience - but ONLY if you make the sign up and implementation process smooth and easy!
• What's in a Name? Personal Connection - Bose offers customers the option of personifying their noise cancelling headphones by giving them a name and in the process, creating a stronger bond between the user and their technological device.
• Reward Your Customers for Your Labor Shortages - Domino's new "tip" for customers picking up their pizza offers a playful way to acknowledge the practical realities of delivery driver labor shortages.
Are You Looking for Things We Referenced?
• Bose Noise Canceling Headphones
• Conversation Corner with Help Scout
• Domino's Response to the Labor Crunch: Pick Up Your Own Damn Pizza - by Rebecca Deczynski in Inc.com
• Press Release: Domino's Carryout Tips: Because You Earned It
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about a barista who showed genuine empathy for a customer in pain, a set of care and maintenance instructions that was seriously fun to read, and a theater experience that didn’t begin - or end - well. Bite-Sized Delight From the Episode:
• Empathy Creates Customer Connection - While a complimentary coffee is nice, a barista showing empathy to a grieving customer makes for a memorable and remarkable interaction.
• Even Your Instructions Can Be Entertaining - Goodr's Guide to Proper Eyewear Care & Maintenance brings a level of entertainment and humor to a retail product experience.
• Don't Hide from Your Customers - The only thing worse than a bad customer experience is a complete lack of recourse because you can't contact anyone in the organization for help!
Are You Looking for Things We Referenced?
• Starbucks
• Goodr Sunglasses
• Conversation Corner with Help Scout
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about how to keep your customers happy when you don’t meet their expectations, the expanding QR code experience, and enhancing your offerings to meet your customers where they are at.
Bite-Sized Delight From the Episode:
• Messaging Creates and Confirms Customer Expectations - When bad weather impacted an Antarctic experience, casting travelers as "modern day adventures" made uncertainty easier to handle.
• QR Codes are Back - To create the best customer experiences possible, you need to constantly be iterating and innovating when it comes to your use of technology - which means QR codes deserve another look in your business.
• Remote COVID Testing Showcases Creative Brand Extensions - A remotely-confirmed COVID test result gives BinaxNow a premium offering - and experience - for travelers.
Are You Looking for Things We Referenced?
• Maverick1000
• Antarctica21
• Join Joey in Supporting Marine Protected Areas in Antarctica
• Chilean COVID-19 Mobility Pass
• Coinbase Super Bowl QR Code Advertisement
• eMed Enabled COVID-19 At-Home Test and Lab Report
• Rate and Review The Experience This! Show
• Experience This Show! - past episodes
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about a simple way to recognize your customers, a doctor engaging his patients to improve the office experience, and breaking down President Biden’s executive order on customer service.
Bite-Sized Delight From the Episode:
• Don't Miss the Chance to Wish Someone Happy Birthday - Every customer has a birthday - but few businesses make the time to acknowledge their customer's special day and create a little moment of delight in the process.
• When In Doubt, Ask Your Customers - Dr. Ryan Stewart asked how to improve the design of his gynecology office and got fantastic suggestions from thousands of people - just because he asked.
• Even the Federal Government Cares about Customer Experience - A new Executive Order from President Biden details specific actions the Federal Government is taking to enhance the experience of every citizen.
Are You Looking for Things We Referenced?
• Dan's Birthday Wishes
• Dr. Stewart Wants Your Suggestions for His Office
• An Executive Order on Transforming Federal Government Customer Experiences
• Rate and Review The Experience This! Show
• Experience This Show! - past episodes
Learn more about the Experience This Show and the hosts:
Joey Coleman
https://joeycoleman.com/
Dan Gingiss
https://dangingiss.com/
Learn about how NOT to get someone’s attention in a first email, an in-depth review of Net Promoter Score, and when your phone is listening to the people around you.
Bite-Sized Delight From the Episode:
• CX Begins BEFORE Someone Becomes a Customer - Any interaction with a prospect (even a cold email outreach) starts to establish the future customer experience. Don't miss the chance to be remarkable and set the right tone for interactions you'll deliver in the future.
• Make Sure You Use Net Promoter Score the Right Way - Fred Reichheld's newest book "Winning on Purpose - The Unbeatable Strategy of Loving Customers" shows that when used properly, NPS scores are still a valuable way to enhance your customers' experiences and improve your bottom line.
• Listening to Your Customers Can Be Creepy - Using technology to listen to your customers' private conversations and then feed them targeted promotions can easily produce a negative experience.
Are You Looking for Things We Referenced?
• Winning on Purpose - The Unbeatable Strategy of Loving Customers - by Fred Reichheld
• Rate and Review The Experience This! Show
• Experience This Show! - past episodes
Learn more about the Experience This Show and the hosts:
Joey Coleman
https://joeycoleman.com/
Dan Gingiss
https://dangingiss.com/
Learn about how we’re doing CX all wrong, how to make time fly while waiting on hold, and how Experience This! is celebrating another milestone.
Bite-Sized Delight From the Episode:
• Make Sure Your Team in Enabled to Make Experiences - Nicholas Zeisler’s book “We’re Doing CX Wrong… And How To Get It Right” recommends process engineering (things like design thinking, Six Sigma, Lean, Kaizen, etc.) to enhance your customer experiences.
• Just Because It’s Required, Doesn’t Mean It Can’t Be Remarkable - Goettl Air Conditioning & Plumbing’s hold message turns an annoying delay into a playful, informative, engaging experience.
• Keep Making the Experience Better - After 150 episodes, we remain committed to bringing you new ideas to improve and enhance your customers’ and employees’ experiences.
Are You Looking for Things We Referenced?
• We’re Doing CX Wrong… and How To Get It Right - by Nicholas Zeisler, CCXP
• Goettl Air Conditioning and Plumbing
• Rate and Review The Experience This! Show
• Experience This Show! - past episodes
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about using customer’s personal data to develop new product offerings, taking small actions to have big results, and a way to get everything you need to do accomplished faster and with less stress.
Bite-Sized Delight From the Episode:
• Be Careful How You Use Customers’ Data - 23&me walks a fine line with their customer relationships when they use customer DNA data to create new drugs.
• Small Enhancements in Customer Data Have a Big Impact - A&S Motorcycles uses small touches (like office tours and responding to every online review) to deepen relationships with both customers and prospects.
• To Do Everything Better,Focus on Doing One Thing at a Time - Thatcher Wine’s book “The Twelve Monotasks: Do One Thing at a Time to Do Everything Better” encourages readers to narrow and limit activities and focus in order to counter the loss of productivity and impact that comes from multitasking.
Are You Looking for Things We Referenced?
• All Those 23andMe Spit Tests Were Part of a Bigger Plan - by Kristen V Brown in Bloomberg Businessweek
• A&S Motorcycles - home to Randy Felice
• Rate and Review The Experience This! Show
• The Twelve Monotasks: Do One Thing at a Time to Do Everything Better - by Thatcher Wine
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about what the U.S. government is doing to improve customer experience, a Canadian sports equipment retailer redefining an international symbol, and how to turn your customers and employees into lifelong fans.
Bite-Sized Delight From the Episode:
• Even the Government is Paying Attention to Customer Experience - The U.S. Federal Government is improving customer experience with legislation and executive actions focused on diversity and accessibility.
• Don’t Miss the Chance to Re-invent Icons - Ability Signs is on a mission to highlight abilities instead disabilities with an update to the infamous blue and white handicap wheelchair icon.
• 12 Actions for Improved Experience - Jon Picoult’s book “From Impressed to Obsessed" offers science-based experience design suggestions for turning customers and employees into lifelong fans.
Are You Looking for Things We Referenced?
• Emerging Trends in Customer Experience - Nextgov highlights the latest in digital service delivery in the federal government (e-book)
• Ability Signs
• From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans - by Jon Picoult
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about the importance of acknowledging customer loyalty, an extreme example of living the brand experience, and evolving the ways you interact with customers for the greater good of the planet.
Bite-Sized Delight From the Episode:
• Be Loyal to Those Who Show You Loyalty - Be generous with the points/benefits of your loyalty program and make it easy for customers to receive the perks they’ve earned.
• Let Customers Live Your Brand - Your most dedicated customers want to show their affinity and receive unique perks for continued and ongoing support/patronage.
• Sustain Support with Sustainable Offerings - As the marketplace becomes more environmentally conscious, your offerings and operations need to consider the environmental impact more.
Are You Looking for Things We Referenced?
• "Sale of Marlboro Ranch Snuffs Out Smokers’ Vacation Dreams" - by Jennifer Maloney and Omar Abdel-Baqui
• Improving Our Packaging - Amazon’s Shipping Sustainability Initiatives
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about finding your low-hanging fruit, building experiences right into your product or service, and how we measure thee - let us count the ways!
Bite-Sized Delight From the Episode:
• Improving CX Can Be Fast - Don’t miss the chance to dramatically improve your customers’ experiences by focusing on small. simple, effective enhancements.
• Build in an Experience - Don’t overlook directions, packaging, and product/service design as a place to infuse surprise and delight moments.
• Make Sure You Measure with the Right Metrics - Be sure you measure what matters by collecting data about your customer interactions that is relevant and actionable.
Are You Looking for Things We Referenced?
• 15 Low-Hanging Fruit Actions To Help Revamp Your Customer Experience - by The Forbes Business Council on Forbes.com
• Customer Experience Metrics - the Top 5 Ranked - by Dan Gingiss
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about the sound of a great experience, tasty treats in unexpected venues, and the vestiges of customer interaction that just aren’t functioning anymore.
Bite-Sized Delight From the Episode:
• Does Your Brand Sound Remarkable? - Use your customers’ aural cavities to seduce them into a subconscious sensory relationship.
• Is Your Brand Unexpectedly Easy? - Breeze’s healthy, quick, delicious meals stand out in the airport environment.
• Does Your Brand Have Leftover Elements? - If customer requirements change, make sure to update customer-facing signage.
Are You Looking for Things We Referenced?
• The Sound of Luxury - by Lucy Alexander in The Robb Report
• Fly with Breeze
• Dan Gingiss 404 Error Page
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about the best employee experiences in the country, where customer experience should live in a company, and why one airline is really mad at a third-party flight aggregator.
Bite-Sized Delight From the Episode:
• Great Employees Deliver Great Customer Experiences - As Newsweek’s “Most Loved Workplaces 2021” list shows, happy employees lead to happy customers.
• CX Is Important, But Where Should it “Live” - Dan and Joey agree that CX needs a prominent place in organizational hierarchy - but should it be lead by the Chief Marketing Officer or the Chief Experience Officer?
• Forcing Customer Loyalty - Southwest Airlines’ legal action against Skiplagged claims to preserve customer benefits - but does it?
Are You Looking for Things We Referenced?
• America’s Most Loved Workplaces 2021 - by Newsweek
• Southwest Wants to Force Customer Loyalty
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about a creative way to make your customers feel better about waiting, an airport experience that doesn't involve a plane, and a great prize for bulking up before winter.
Bite-Sized Delight From the Episode:
• Waiting Lists Don’t Need to Be Stagnant - Seth Godin offers a unique suggestion for a “smart line” that allows waiting customers to move up or down the list depending on their personal needs/desires.
• Unite Your Friends and Fans Using Social Media - Yaeger Airport’s playful and poignant use of social media helped unite their fans and the public at large to get a lost stuffed animal tiger back to its owner.
• Fat Bears Draw Virtual Crowds - A national park in the wilderness of Alaska uses a creative online contest to draw attention and focus to their rarely-seen wildlife.
Are You Looking for Things We Referenced?
• Swap the Line - by Seth Godin
• Yaeger Airport in Charleston, West Virginia
• Searching for the Owner of a Stuffed Animal Tiger Lost at the Airport
• Share Your Thoughts about The Experience This! Show
• Fat Bear Week at Katmai National Park and Preserve
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn how restaurants and hotels are dealing with bad customer behavior, why marketers are finally paying attention to customer experience, and why innovation doesn’t have to be complicated!
Bite-Sized Delight From the Episode:
• The Customer Isn’t Always Right - If customers aren’t behaving with civility, smart businesses will choose not to work with those customers, taking comfort in the fact that kind people want to go places that value kindness.
• More CMOs are Focusing on Customer Experience - According to new research from Salesforce, nearly 78 percent of CMO's now own customer experience for their organization and are working to create a cohesive customer journey across channels and devices.
• The Best Innovators Deliver Extraordinary Outcomes - In her new book RE:Think Innovation, Carla Johnson offers a framework for generating innovative ideas to push your organization forward.
Are You Looking for Things We Referenced?
• “Restaurants and Hotels Push Back Against the Uptick in Customer Tantrums” - by Clare Ansberry in The Wall Street Journal
• State of Marketing in 2021 - by Salesforce
• RE:Think Innovation: How the World's Most Prolific Innovators Come Up with Great Ideas that Deliver Extraordinary Outcomes - by Carla Johnson
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about getting your customers to share their memorable moments, charging for brief emotions, and timing your audience as they read your legal disclaimers!
Bite-Sized Delight From the Episode:
• Selfies Can be Social - Find ways to gently remind people how to take an offline experience (like a sunset) into an online venue (#NaplesGrande Sunset Selfie).
• Invoices are Touchpoints Too - Don’t miss the opportunity for a remarkable interaction by sending a poorly worded invoice.
• Customers Don’t Want to Read for Hours - Privacy Policies and Terms of Conditions that take longer than an hour to read create the wrong conditions for a positive customer experience.
CHALLENGE - Participate in our Listener Challenge by figuring out how long it would take to read your terms and conditions or privacy policy ( https://wordstotime.com/ ) and then sharing it with us!
Are You Looking for Things We Referenced?
• Naples Grande Beach Resort - Naples, Florida
• The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share - by Dan Gingiss
• “$11 for ‘brief emotion’? The Hidden Charges of US Healthcare are Utterly Enraging.” - by Arwa Mahdawi in The Guardian
• How Long It Takes to Read the Legal Fine Print on Popular Sites - by Ayaz Nanji on MarketingProfs.com
• Words to Time reading tool
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about dealing with unruly customers, exploring real-time data from your appliances, and the fight against digital pollution!
Bite-Sized Delight From the Episode:
• Train Your Team to De-Escalate with Customers - Pandemic-related stress is increasingly requiring your team to deal with emotional outbursts and erratic behavior from customers.
• Share Useful Data with Your Customers - LG’s refrigerator shares valuable reporting/information to help customers be more energy efficient and maximize the benefits of the product’s features.
• Everyone Needs to Reduce Digital Pollution - Ethan Beute and Stephen Pacinelli’s new book “Human Centered Communication” recommends every business apply the principles of human centered design to their daily digital communication.
Are You Looking for Things We Referenced?
• LG "Smart" Refrigerators
• Human Centered Communication: a Business Case Against Digital Pollution - by Ethan Beute and Stephen Pacinelli
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn how to make up for missing pieces in your customer experience, why it’s crucial to think long term in a short term environment, and how you can take pointers on being remarkable - from the DMV!
Bite-Sized Delight From the Episode:
• Your Personality is a Force - LEGO’s playful, Star Wars-themed response is a perfect example of letting your brand personality shine in customer communications.
• Focus on the Long Term - Dorie Clark’s new book “The Long Game” offers a powerful framework and useful tactics for making long-term choices in a short-term environment.
• Know More about Your Customers - The Iowa DMV’s use of optional designations on a driver’s license allows for a higher level of personalized service and interaction for everyone that sees the ID.
Are You Looking for Things We Referenced?
• “A Customer Discovered Their $350 Lego Set Was Missing Pieces. The Company's Response Was Brilliant.” - by Jason Aten at Inc.com
• The Long Game: How to Be a Long-Term Thinker in a Short-Term World - by Dorie Clark
• Iowa Driver’s License - Optional Designations
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about the rising expectations of retail customers, getting into your customers’ brains, and how a traditional Chinese practice may make working from home more tolerable.
Bite-Sized Delight From the Episode:
• Upgrade Your Online Presence - Shifting customer expectations in a post-COVID era require you to enhance your online/ecommerce experience now.
• Experience Behavioral Economics - Melina Palmer’s newest book ”What Your Customer Wants and Can’t Tell You” offers a guide and checklist to unlock your customers’ decision-making process and apply psychology/behavioral economics to your business.
• Shift the Environment - blending feng shui with customer experience can inspire your team/staff and your customers.
Are You Looking for Things We Referenced?
• The Changing Face of Retail: What Modern Consumers Expect From Retail Customer Service - Kustomer
• What Your Customer Wants and Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics - by Melina Palmer
• Companion Workbook for “What Your Customer Wants and Can’t Tell You” - by Melina Palmer
• Claire Bosco Scott - BizShui Method
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about how to get your customers to “come back” again and again, how D.A.D. can help you stand out in a crowd, and how to grow your business by growing your clients’ business!
Bite-Sized Delight From the Episode:
• Avoid the “Terminator” Customer - Shep Hyken’s newest book ”I’ll Be Back” explains why customers leave and how to design your business to keep them coming back.
• Different Experiences Can’t Be Ignored - Mike Michalowicz offers a three set process for differentiating, attracting, and directing prospects to become customers in his entertaining and actionable new book “Get Different.”
• People Want to be Members Instead of Customers - By focusing on making people feel like a member, author John Jantsch shows how you can create “The Ultimate Marketing Engine.”
Are You Looking for Things We Referenced?
• I'll Be Back: How to Get Customers to Come Back Again & Again - by Shep Hyken
• Get Different: Marketing That Can't Be Ignored! - by Mike Michalowicz
• The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share - by Dan Gingiss
• The Ultimate Marketing Engine: 5 Steps to Ridiculously Consistent Growth - by John Jantsch
Learn more about the Experience This Show and the hosts:
Joey Coleman
Dan Gingiss
Learn about the hottest new CX book of 2021 in a special episode featuring an exclusive, all-access, backstage pass, behind-the-scenes interview with the author!
Bite-Sized Delight From the Episode:
• Be an Experience Maker - make every business decision with the customer in mind.
• Design W.I.S.E.R. Experiences - Witty, Immersive, Shareable, Extraordinary, and Responsive interactions lead to loyal customers and raving fans.
• Keep in Mind that Offline is Becoming Online - Everything we do, everywhere we go, we can pull out our phones, take a picture or video, and turn an offline experience into an online experience.
Are You Looking for Things We Referenced?
• The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share - by Dan Gingiss
• Discover Card
• Chewy.com
• Sipsmith Gin
Learn more about the Experience This Show and the hosts:
Dan Gingiss
Joey Coleman
Learn about reconnecting with familiar brands in the COVID-era, when temperature impacts the client experience, and a lawyer’s office that is fun to visit.
Bite-Sized Delight From the Episode:
• Make Apologies about Your Customers - Delta welcomes back flyers with new protocols and apologizes for not meeting customer expectations.
• Clear, Consistent Customer Communication Avoids Frustration - An air conditioning company’s failure to communicate costs them the project and a long-term customer.
• Unexpected Experiences in Unexpected Places Create Remarkable Interactions - A law firm with “The World's Greatest Toy Closet” creates a memorable interaction for their client’s children.
Are You Looking for Things We Referenced?
• Delta’s Apology for Not Meeting Customer Expectations
• The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share - by Dan Gingiss
• Shaheen Law Firm (Richmond, VA) - home to The World’s Greatest Toy Closet
Learn more about the Experience This Show and the hosts:
• Joey Coleman
• Dan Gingiss
Learn about one of the greatest CEOs of this generation sharing his final thoughts, the common path to uncommon success, and a listener takes on customer reviews -- every last one of them.
Bite-Sized Delight From the Episode:
• From Earth’s Most Customer-Centric to Earth’s Best Employer/ Safest Place to Work - Amazon commits to delivering remarkable employee and environmental experiences in the future.
• The Path Forward is Clear - John Lee Dumas’ book, The Common Path to Uncommon Success provides a 17 step plan for financial freedom and fulfillment.
• Reply to Every Review - From Good to Bad and Everything In Between - Experience This! listener Rosina Cavano shares how replying to bad reviews turns unhappy customers into raving fans.
Are You Looking for Things We Referenced?
• Jeff Bezos Final Letter to Amazon Shareholders
• The Common Path to Uncommon Success: A Roadmap to Financial Freedom and Fulfillment - by John Lee Dumas
• Solvvy - The Next-Gen Chatbot
• Fuse Lenses
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about creating a workplace that employees and customers love, making your big ideas irresistible, and the power of a protagonist playlist.
Bite-Sized Delight From the Episode:
• Gauge Employee Experience by How Often They Say “I Love it Here!” - Learn how to go undercover in your business to accurately gauge employee experience, and then enhance it, with Clint Pulver’s new book (I Love It Here) as your guide
• Connect Your Ideas with a Common Throughline - Tamsen Webster’s book, Find Your Red Thread offers a blueprint for using story to make your big ideas irresistible.
• Forget Their Shoes - Step Into Your Customers’ Headphones - A protagonist playlist like the one created by author Olivia Abtahi for her book Perfectly Parvin offers inspiration for creating a playlist to accompany your customers’ journeys.
Are You Looking for Things We Referenced?
• I Love It Here: How Great Leaders Create Organizations Their People Never Want to Leave - by Clint Pulver
• Find Your Red Thread: How to Make Your Big Ideas Irresistible - by Tamsen Webster
• Solvvy - The Next-Gen Chatbot
• Perfectly Parvin - by Olivia Abtahi
• Perfectly Parvin Protagonist Playlist
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about a new app that helps you see even if you can’t, why making and keeping your promises is key to a successful experience, and why dumping generic language may bring you closer to your customers.
Bite-Sized Delight From the Episode:
• Can Your Customers See You? - Starbucks partners with Aira to create accessible experiences for blind and low vision customers.
• What Promises Are You Making? - Jeff Toister’s book, "The Guaranteed Customer Experience" showcases the power of every employee knowing the promises made to the customer, as well as the role they play in fulfilling those promises.
• Can I Call YOU By Name? - Personalizing your customer communications (even just to say you vs. user) creates more connection and improves your bottom line.
Are You Looking for Things We Referenced?
• Starbucks offers Aira, creating accessible experience for blind and low vision customers
• The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises - by Jeff Toister
• Solvvy - The Next-Gen Chatbot
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about offering new products to your raving customers, speaking words of encouragement when you aren’t in the room, and making the big leap to do it on your own.
Bite-Sized Delight From the Episode:
• If Your Fans Love You, They Will Buy Your Next Product - Fostering a strong connection with existing customers (like Pela does) is the best way to get customers for your next new product.
• Untimed Experiences Create Memorable Moments - a message on a bathroom mirror at Children’s National Hospital creates a memorable interaction at just the right moment in the brand experience.
• The Self-Employed Experience - Jeffrey Shaw’s brand new book "The Self-Employed Life" offers a playbook for managing the business’ owners experience with personal development, business strategies, and daily habits.
Are You Looking for Things We Referenced?
• Lomi - Turn Waste To Compost with a Single Button
• Children’s National Hospital
• Solvvy - The Next-Gen Chatbot
• The Self-Employed Life: Business and Personal Development Strategies That Create Sustainable Success - by Jeffrey Shaw
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about making your website available to ALL customers, focusing on the little things to bring out creativity, and a restaurant known for its - Instagram page?!
Bite-Sized Delight From the Episode:
• Design Experiences for ALL of Your Prospects and Customers - Innovative tools like Accessibe (which makes websites ADA and WCAG compliant) allow you to create positive experiences for a variety of people in an easy and efficient way.
• Innovation Keeps Experiences Fresh - Josh Linkner’s new book Big Little Breakthroughs shows how micro-innovations all you to tackle tough challenges and seize transformational opportunities.
• Fun Messaging Creates Fun-Loving Fans - El Arroyo’s playful signage, when displayed on Instagram, takes a fun in-person signage experience and expands it into the world-wide, digital arena.
Are You Looking for Things We Referenced?
• Accessibe
• Big Little Breakthroughs: How Small, Everyday Innovations Drive Oversized Results - by Josh Linkner
• Solvvy - The Next-Gen Chatbot
• Instagram for El Arroyo Restaurant in Austin, Texas
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about enticing your customers to come back after COVID, videos that capture your brand spirit, and managing camera fatigue in a video-based business environment.
Bite-Sized Delight From the Episode:
• Entice Old Customer with New Experiences - Delta encourages flyers to return to the sky with new ways to earn status/miles, extended deadlines, and enhanced benefits.
• Aspirational is the New Inspirational - Red Bull captures their brand spirit with aspirational and entertaining videos.
• Beware Zoom Fatigue - Citi Group creates Zoom-Free Fridays to combat video fatigue during the pandemic
Are You Looking for Things We Referenced?
• Delta Airlines Entices Flyers with Enhanced Rewards
• Speedriding Through An Alpine Resort - From Avoriaz With Love - by Red Bull
• Solvvy - The Next-Gen Chatbot
• Citi Creates ‘Zoom-Free Fridays’ to Combat Pandemic Fatigue - by Anna Schaverien in the New York Times
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about the state of customer experience in 2021, the answers to all of your baking questions, and what we love – and can’t stand – about hiring contractors.
Bite-Sized Delight From the Episode:
• Catch Up with Your Customers - most customers are using multiple messaging platforms, but most brands are lagging behind, creating a negative customer experience.
• Help is a Phone Call Away - King Arthur Baking Company’s customer hotline can help with all your baking needs - even if you’re NOT using their flour in the recipe.
• Measure Twice, Cut Once - Building contractors offer a host of behaviors to model - or avoid - when it comes to creating remarkable customer experiences.
Are You Looking for Things We Referenced?
• The Definitive Guide to CX 2021 - by Conversocial
• Bakers Hotline - King Arthur Baking Company
• Solvvy - The Next-Gen Chatbot
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about a secret message for an interstellar audience, making products that consumers actually want, and warning customers about bad things before they even realize it.
Bite-Sized Delight From the Episode:
• Hidden Messages Draw Attention - A series of messages hidden in codes and imagery added an “Easter Egg” layer of creativity and intrigue to NASA’s Perseverance Rover project on Mars.
• Eliminate the Middle for a Better Experience - China’s fast growing C2M (consumer-to-manufacturer) offerings pair big data with AI to identify the latest consumer shopping trends and then produce custom products for direct-to-consumer sale.
• Tell Customers the Bad New Quickly - American Express uses text messages and phone calls to make cardholders aware of potential fraud within minutes.
Are You Looking for Things We Referenced?
• “NASA Sent a Secret Message to Mars. Meet the People Who Decoded It.” - by Kenneth Chang in the New York Times
• Pinduoduo’s Consumer-To-Manufacturer (C2M) Offerings
• Solvvy - The Next-Gen Chatbot
• American Express
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about the importance of being relevant to your customers, how augmented reality is helping to ease purchase decisions, and how to use data to drive predictive CX.
Bite-Sized Delight From the Episode:
• Focus on Relevance - New research from Coveo shows the relevance is a key element of the customer experience conversation.
• Augmented Reality in Your Own Home - Empire Carpet is but one company in the home improvement space that is harnessing the power of augmented reality to create a remarkable experience in the home.
• The Future of CX - McKinsey Quarterly makes four predictions about turning data into insight and action using predictive analytics.
Are You Looking for Things We Referenced?
• Coveo Relevance Report 2021: Ecommerce
• Empire Carpet Augmented Reality
• Solvvy - The Next-Gen Chatbot
• Prediction: The Future of CX - McKinsey Quarterly
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about getting people to come to court, when the custom clothing experience just doesn't measure up, and a remarkable birthday celebration at a car dealership.
Bite-Sized Delight From the Episode:
• Design to Experience Compliance - Redesigning a court summons for a better, clearer user experience allowed scientists to reduce missed court appearances and keep warrants from being issued.
• Apologies Must Be Sincere - When a custom suit company failed to deliver for a wedding, the bland email apology didn’t measure up to a positive experience.
• Say Yes to Future Customers - When Shimkat Motors heard that a “future” customer loved their new rock wall for displaying cars, they turned a six year old’s birthday into something to talk about!
Are You Looking for Things We Referenced?
•"Behavioral Nudges Reduce Failure to Appear for Court" - by Alissa Fishbane, Aurelie Ouss, and Anuj K. Shah in Science magazine
• Solvvy - The Next-Gen Chatbot
• Skimkat Motors - Fort Dodge, Iowa
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about a new way to take your vitamins, how government regulations affect businesses, and creating intentional friction in e-commerce.
Bite-Sized Delight From the Episode:
• A Daily Dose of Experience - Custom vitamins with personalized messaging from Care/of creates customer connection and builds long-term loyalty.
• Print Ads for Social Media Catch the Eye - Facebook’s effort to promote regulatory legislation stands out for placement in the newspaper.
• Friction for the Win - The "IKEA Effect" occurs when high quality furniture must be assemble by the customer - leading to a perceived increase in value, while reducing overall costs.
Are You Looking for Things We Referenced?
• Care/of - personalized daily vitamins (50% off first order)
• Facebook Encourages Regulation
• Solvvy - The Next-Gen Chatbot
• "Friction in e-commerce: Sometimes it’s a good thing." - by Branwell Moffatt on The Future of Customer Engagement & Experience
• Season 5, Episode 101 - Agree to Disagree: The Benefits and Costs of More Convenience (discussing Privacy)
• Season 2, Episode 42 - Required Remarkable: Assembling Target Furniture
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about an advertisement with extra special details, cutting edge research on the power of online reviews, and a creative way to get customers to follow your directions.
Bite-Sized Delight From the Episode:
• Provide the Name, Height, and Weight - Stellar Equipment’s new product release included the name of the models - as well as their measurements - to make sizing up an online purchase easier for their customers.
• Online Reviews are More Powerful than Ever - Research from Podium’s “2021 State of Reviews Report” shows the impact to sales and retention when it comes to online reviews of your business, products, and services.
• The Sounds of Success - specifically-timed song sets allow for perfect pasta thanks to Barilla’s pasta-specific playlists.
Are You Looking for Things We Referenced?
• Stellar Equipment - Free Shell System
• Podium
• 2021 State of Reviews Report
• LoveThePodcast.com/ExperienceThis
• Solvvy - The Next-Gen Chatbot
• Mixtape Spaghetti Playlist - Barilla Pasta
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about using video to help explain things to your customers, avoiding irrelevance through digital innovation, and a maid service that is doing far more than just sweeping and dusting.
Bite-Sized Delight From the Episode:
• Show Customers What You Did - Fields BMW shared a video check-up of Dan’s car - leading to confidence in the tune-up and ongoing loyalty as a customer.
• Beware Loving Who You Already Are - Getting caught up in your current brand identity stops innovation. Find more great gems in Howard Tiersky’s fantastic book Winning Digital Customers.
• Remarkable Experiences Retain Customers - by making sure to deliver amazing experience across the first eight visits, Robin Murphy and her team at Maid Brigade keep customers for over 40 visits!
Are You Looking for Things We Referenced?
• Fields BMW
• "Winning Digital Customers: The Antidote To Irrelevance" - by Howard Tiersky
• FREE Chapter from Winning Digital Customers
• Solvvy - The Next-Gen Chatbot
• Robin Murphy at Maid Brigade
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about products that provide their own soundtrack, rockstars that aren’t real, and a story that made me want to try a brand new product.
Bite-Sized Delight From the Episode:
• What is the sound of your product? - LEGO created a podcast for their Iron Man Art set and a custom playlist of white noise on Spotify to add a “sound” to their offerings.
• Is She Real? Does It Matter? - Computer generated personas like Lil Miquela add a new and fascinating dimension to the concept of an influencer when the consumer knows the influencer isn’t a real human.
• Tell Your Story in a Simple, Compelling Fashion - the San Juan Island Sea Salt website and packaging sells the value and creativity of the product before the jar is ever opened!
Are You Looking for Things We Referenced?
• Ultimate Iron Man - by LEGO
• LEGO on Spotify - The Waterfall
• Lil Miquela - Hard Feelings
• Lil Miquela
• ThisPersonDoesNotExist.com
• Solvvy - The Next-Gen Chatbot
• San Juan Island Sea Salt
• “Website Navigation by Tank Design” - Experience This Show - Episode 48
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about a portrait of your pet, zeroing in on customer centricity, and how “mini” -- and even “no” -- have become big.
Bite-Sized Delight From the Episode:
• Unexpected Presents Create Raving Fans - Chewy sends customers paintings of their dogs (the customer’s dog that is) as a highly personalized, surprise and delight thank you for being a customer.
• Zero In on Customers - Dennis Geelen’s new book “The Zero In Formula: The Definitive Guide to Building a Disruptive and Sustainable Business Through Customer-Centric Innovation” provides a playbook for creating remarkable customer experiences.
• A Little Sample Can Create a Big Fan - by packaging drinks in mini-bottle size, new brands can grow big fans.
Are You Looking for Things We Referenced?
• “Cezanne or Chewy?” by Joseph Pisani in the Chicago Sun Times
• “Chewy.com and the Power of Word-of-Mouth Marketing” - Experience This Show - Episode 17
• “Chewy Revisted” - Experience This Show - Episode 50
• "The Zero In Formula: The Definitive Guide to Building a Disruptive and Sustainable Business Through Customer-Centric Innovation” by Dennis Geelen
• Solvvy - The Next-Gen Chatbot
• “Don’t Sneer at This Beer Anymore” by Josh Noel in the Chicago Tribune
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn why your branding may spoil the experience, how to use nostalgia in unexpected ways, and what your culture says about your customer experience.
Bite-Sized Delight From the Episode:
• Branded Box Fail - If your product is something a customer might give as a gift, make sure to check with them before shipping a highly-branded package to an unsuspecting recipient and ruining the surprise with you branding.
• Nostalgic Hold Music - Octopus Energy creates an emotional connection with their customers by using their birthday to play the #1 song from when they were 14 years old as their hold music.
• Make Sure Your EX and CX are Part of Your Interview Process - show candidates how your company culture operates before they join the team to maximize their culture fit.
Are You Looking for Things We Referenced?
• “Anticipate Customer Needs and Engage Them with Your Packaging” - Experience This Show - Episode 56
• 52 Things I Learned in 2020 - by Tom Whitwell (Flux Studios)
• Octopus Energy - Hold Music
• Solvvy - The Next-Gen Chatbot
• “4 Steps to Sharing Company Culture During the Interview Process, and Why You Need To” - by Tony Amante Schepers
Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about encouraging your customers to do business with your competitors, using visuals to connect at every step in the customer journey, and watching how brands behave when they don’t know they are being watched.
Bite-Sized Delight From the Episode:
• Burger King Wants You to Order a Big Mac - Desperate times call for bold action and when your industry is struggling, a purchase from your competitor still helps you
• The Visual Sale - Marcus Sheridan and Tyler Lessard provide a playbook for incorporating video into your marketing, sales, and customer service/experience activities
• What to Do When Your Customers Are Watching You?! - make sure that your employees know they are being watched and their behavior while “on duty” reflects on the overall brand experience
Are You Looking for Things We Referenced?
• "Burger King urges customers to order food from McDonald's, Subway and KFC instead" - Gloucestershire Live Website
• The Visual Sale: How to Use Video to Explode Sales, Drive Marketing, and Grow Your Business in a Virtual World - by Marcus Sheridan and Tyler Lassard
• Experience Points - presented by Avtex
• Kind Delivery Driver Shovels Snow After Dropoff
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about making your mark on your best customers, why the robots may be coming faster than we think, and how holiday shopping habits are changing amidst a global pandemic.
Bite-Sized Delight From the Episode:
• Making Your Mark on Brand Ambassadors - Continuing to connect with your VIP customers year after year creates a long-term relationship and leads to ongoing, positive word of mouth
• The Age of Intent - P.V. Kannan explores the role AI will play in the future of business operations
• Ecommerce Marketing 2020 - a study of 1,000 consumers by Ignite Visibility shows dramatic shits in online purchasing trends and behaviors
Are You Looking for Things We Referenced?
• Maker’s Mark Ambassador Program
• Age of Intent by P.V. Kannan
• Experience Points - presented by Avtex
• Ecommerce Marketing Survey by Ignite Visibility
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about using handwritten notes to create connection, refreshing the sound of your brand, and trying to figure out what happened next when you only know the first half of the story.
Bite-Sized Delight From the Episode:
• If You Can’t Touch, Use a Personalized Touchpoint - As brands navigate touchless interactions in the COVID-era, an enterprising Delta flight attendant uses personal, handwritten thank you notes to make a lasting impression on passengers
• Evolving a Sonic Brand - When Netflix moved out of the living room and into the cinema, they needed to update their famous “ta-dum” sound cue to be worthy of a Hollywood production. Cue Hans Zimmer for the symphonic solution!
• What Happened? - see if our celebrity contestant Rohit Bhargava can figure out What Happened when he only knows the first part of a customer experience story!
Are You Looking for Things We Referenced?
• On This Delta Flight, the Crew Did Something to Remind All of Us of the Importance of Creating Personal Connections - by Jason Aten on Inc.com
• Netflix’s New Sound Cue - by Hans Zimmer
• Experience Points - presented by Avtex
• Rohit Bhargava - innovation and marketing expert, founder of the Non-Obvious Company, and Wall Street Journal best selling author of six business books
• What Happened? - Celebrity Guest Rohit Bhargava - Experience Points
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about a camping trip gone awry, why every customer touchpoint matters, and thinking fast when money is on the line.
Bite-Sized Delight From the Episode:
• A Camping Trip Gone Awry - overselling and under-delivering is a recipe for bad customer experiences - even in the great outdoors
• Identify and Optimize Customer Experience Touchpoints - look at every interaction when designing your experiences and don’t forget that customer journeys aren’t linear
• Think Fast! - see if our celebrity contestant Shep Hyken can Think Fast and answer even faster as part of our new game show Experience Points!
Are You Looking for Things We Referenced?
• Managing Expectations: A Customer Experience That Leaves Praise on the Table - Guest blog post by Jamie Drake on the Dan Gingiss blog
• How to Identify and Optimize Customer Experience Touchpoints - by Jessica Greene at Help Scout
• Experience Points - presented by Avtex
• Shep Hyken - the "godfather" of customer service - customer service expert, keynote speaker, and best-selling author
• Think Fast - Celebrity Guest Shep Hyken - Experience Points
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about new ways to get inside your customer’s imagination, little details that help deliver big outcomes, and the excitement that comes from figuring out if something is real or not.
Bite-Sized Delight From the Episode:
• Innovate with the Help of Your Customer’s Imagination - the best organizations realize genius, insight, and ingenuity lies within their customer’s imagination - they just need to access it and collaborate to co-create something special
• Help Customers Read the Fine Print - a collection of reading glasses for citizens to use when visiting the county Auditor’s Office provides a level of personal care not normally witnessed in government offices
• Fake or Fact?! - see if our celebrity contestant Neen James can figure out which experiences are Fake or Fact as part of our new game show Experience Points!
Are You Looking for Things We Referenced?
• Inside Your Customer’s Imagination - 5 Secrets for Creating Breakthrough Products, Services, and Solutions - by Chip Bell
• Disruption (from the Inside Your Customer’s Imagination Song Book by Chip Bell)
• Experience Points - presented by Avtex
• Neen James - leadership expert, best-selling author, and world class speaker on attention, productivity, and focus
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about reading in darkness, servicing on video, and confusing your customers.
Bite-Sized Delight From the Episode:
• Not Seeing is Experiencing - Wuguan Books in Taiwan offers an incredible retail experience by forcing customers to shop for books in the dark - a unique interaction that gets customer talking, while giving them a remarkable experience in the process.
• Humanize the Customer Experience - Personalized videos and custom voice notes allow companies to create a personal connection with customers by making one-off communications the norm.
• Make Errors Easy to Correct - if a customer makes a mistake, tell them and make it easy for them to correct.
Are You Looking for Things We Referenced?
• “At this bookstore in Taiwan, visitors shop in the dark” - by Maggie Hiufu Wong for CNN Travel (cnn.com)
• “A Surreal New Bookstore Has Just Opened in China" - by Elizabeth Stamp in Architectural Digest
• Habit Nest
• Experience Points - presented by Avtex
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about a little touch that drew a lot of attention, the power of seeing someone's face when they speak, and a viral sensation that brought together two classic brands.
Bite-Sized Delight From the Episode:
• The Power of Little Notes - Fretboard Coffee uses handwritten insert cards within their packaging to make a special connection with their coffee customers.
• The Apple Mask - Apple delivered enhanced comfort and security for their customers and employees with custom designed masks to use during the COVID-19 pandemic.
• Emotional Intelligence Goes Viral - a savvy response to a viral TikTok video left Ocean Spray looking wise, relevant, connected, and courteous.
Are You Looking for Things We Referenced?
• Fretboard Coffee
• “Apple Design Teams Develop Special Face Masks for Employees” - by Mark Gurman in Bloomberg.com
• Experience Points - presented by Avtex
• Ocean Spray Just Gave Viral Skateboarding TikTok Guy an Extraordinary Gift - It’s a Lesson in Emotional Intelligence - by Justin Bariso in Inc.com
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about the mysteries of mystery shopping, texting for help, and why channel switching is a good way to anger your customers.
Bite-Sized Delight From the Episode:
• Mystery Shoppers Reveal Experience Secrets - Claire Boscq-Scott’s book The Secret Diary of a Mystery Shopper offers exceptional findings from the observations of unknown shoppers.
• The Evolving Role of Text Messaging - Customers are familiar with text messaging - but not with using text to communicate with businesses. Take the time to teach them and this could become a great way to stay in contact.
• Don’t Switch Them to a Different Channel - Pushing customers to your preferred communication channel instead of meeting them where they are is not only frustrating to them, but it increases the likelihood of a negative experience overall.
Are You Looking for Things We Referenced?
• The Secret Diary of a Mystery Shopper by Claire Boscq-Scott
• “5 Ways To Stay Ahead of the Competition” - by Podium
• Experience Points
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about concluding a business relationship in a remarkable way, making it easy for your customers to comply with your contracts, and archaic interactions that hamper your success.
Bite-Sized Delight From the Episode:
•The Xcellent Xfinity Xperience - by turning the process of cancelling service into a positive experience, Xfinity/Comcast earns the chance to get the business back in the future.
• Thoughtful Design Makes Contract Compliance Easy - U-Haul’s frequent reminders about refueling a rental truck lead to ease and efficiency for everyone involved in the rental process.
• Don’t Get Caught in Old Ways to Update a New Address - Make sure common customer requests (like a change of mailing address) are easy to deliver on - as opposed to using archaic technologies and timeframes.
Are You Looking for Things We Referenced?
• Xfinity (Comcast)
• U-Haul
• Experience Points
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about using technology to know where to go, the move to telemedicine during the pandemic, and a framework for creating more content than you could possibly want.
Bite-Sized Delight From the Episode:
• Traffic Lights in the Bathroom - strategically placed red and green lights let visitors to the Dallas Fort Worth Airport maximize efficiency by previewing availability before a patron even enters the restroom.
• A Doctor's Visit Without a Waiting Room - COVID-19 forced doctors to adopt more telemedicine solutions - a trend that has permanently shifted the health care experience for the better.
• Create Limitless Amounts of Content - By activating a deep well of creativity inside you, Melanie Deziel’s new book The Content Fuel Framework offers a systematic process for generating stories and content pieces.
Are You Looking for Things We Referenced?
• The Rise of Telemedicine During the COVID-19 Pandemic
• Experience Points
• The Content Fuel Framework: How to Generate Unlimited Story Ideas - by Melanie Deziel
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about the frustrating process of trying to pay your health insurance premiums, the boundaryless world of augmented reality, and planning your day without using electronics.
Bite-Sized Delight From the Episode:
• Can I Please Just Give You My Money?! - If a brand makes the experience of trying to pay your bill a challenge, what other terrible experiences can you expect in the future?!
• Pokemon Invasion at the Magic Kingdom - an Augmented Reality Experience at Walt Disney World Resort - With augmented reality knowing no borders, it’s just a matter of time before every brand can create experiences within your brand spaces.
• Analog Planning Solutions Thriving in a Digital World - Ugmonk’s newest product (Analog) builds raving fans before they even experience the product.
Are You Looking for Things We Referenced?
• The AR that Ate Disney World - by Josh Goldblum
• Experience Points
• Analog - non-digital productivity system by Ugmonk
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about the story behind the story of America’s biggest winery, CX heroes who remain behind-the-scenes, and a lifetime warranty that over-delivered.
Bite-Sized Delight From the Episode:
• Your Brand Spirit Should Be Evident in Everything You Do - An innovative audiobook format captures the Barefoot Wines story in a way that aligns with the brands creative and playful spirit.
• The People Behind the Scenes "Make" The Customer Experience - A team of experience architects and implementers contribute to the overall experience at a Chicago Blackhawks Hockey Game.
• Avoid Customer "Baggage" with a Strong Warranty - Kenneth Cole’s commitment to their luggage warranty keeps customers loyal and zealously advocating their products for decades.
Are You Looking for Things We Referenced?
• The Barefoot Spirit: How Hardship, Hustle, and Heart Built America's #1 Wine Brand - by Bonnie Harvey and Michael Houlihan
• The goal-horn operator. The ‘Split the Pot’ seller. The Zamboni driver. Meet 8 behind-the-scenes people who make things go during Blackhawks games at the United Center. - by Jimmy Greenfield in The Chicago Tribune
• Experience Points
• Kenneth Cole Luggage
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
* Note: audio clip from “The Barefoot Spirit” used with permission.*
Learn about admitting mistakes before your customers notice them, building fans by sharing secret recipes, and revisiting the power of customer evangelism.
Bite-Sized Delight From the Episode:
• Acknowledge Mistakes Before Customers Notice To Build Lifelong Loyalty - By reprinting a misprinted cover before Juniper Books’ customers noticed a mistake, they garnered goodwill and affirmed their commitment to a remarkable product experience.
• Embrace Employee Creativity and Enthusiasm - Normally experts at designing customer experiences, Chik-fil-a missed the opportunity to harness their employee’s talent when she made a “secret menu hacks” Tik Tok video and instead fired her - leading to even more undesired publicity.
• Build a Cult of Customers - Shep Hyken’s book Cult of the Customer outlines a process for creating a corporate culture that is so focused on taking care of and tending to employees and customers, that the culture itself creates evangelists
Are You Looking for Things We Referenced?
• Juniper Books (https://www.juniperbooks.com/)
• Tik Tok - Chik-fil-a Menu Hacks
• Experience Points - presented by Avtex
• The Cult of the Customer - by Shep Hyken
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about working from home - from a coffee shop, creative evolution to the classroom experience, and how “not juice” became a hit for a juice company.
Bite-Sized Delight From the Episode:
• Stay Connected to Customers with Physical Contact - Virtual backgrounds from Starbucks allow loyal customers to feel connected to their usual “third space” even when confined to their home.
• Classroom Creativity Allows for Student Certainty - Turning desks into Jeeps gives first graders a playful way to navigate fears and concerns about COVID-19.
• Become Known for the Opposite of What You’re Known For - A generous donation of “not juice” allows Capri Sun to help out during a pandemic.
Are You Looking for Things We Referenced?
• Starbucks Virtual Backgrounds
• Two Florida teachers turned their students' desks into little Jeeps to make social distancing less scary
• Not Juice Capri Sun Taste Test
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about talking to customers in uncertain times, a remarkable credit card experience, and the power of Cracker Jack-esque surprises.
Bite-Sized Delight From the Episode:
• Concrete Communication in Uncertain Times - Using concrete, specific language helps give customers confidence in your ability to help them navigate uncertain times.
• The Apple Credit Card - Changing the Landscape Again - By designing an aesthetically pleasing, customer-friendly credit card Apple hopes to reinvent yet another category.
• Inflatable Pools with a Free Prize Inside - An unexpected free gift (that would normally be an upsell) helps connect end users to the manufacturer - even thought the item was purchased through a third party.
Are You Looking for Things We Referenced?
• Speaking to Customers in Uncertain Times - by Packard, Moore, and McFerrin in the M.I.T. Sloan Management Review
• The Apple Credit Card
• Cracker Jack-esque Surprises
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about major shifts in customer expectations, a not-so-average birthday celebration, and turning customers into raving fans.
Bite-Sized Delight From the Episode:
• COVID-19’s Impact on Customer and Employee Experience - The pandemic has spurred digital and home delivery models as fast growing trends, while an added desire for safety continues to emerge for both customers and employees.
• Add a Little Sparkle to Your Interactions - By replacing the expected (cake and candles) with the unexpected (sparklers and handmade chocolates), Fleming’s Steakhouse creates a remarkable birthday celebration.
• Fanocracy: Turning Fans into Customers and Customers into Fans - David Meerman Scott and his daughter Reiko show how “fandom” is something any organization or person can create.
Are You Looking for Things We Referenced?
• How Coronavirus is Shaping Consumer Trends - by Sitel Group
• Adapting Customer Experience in the Time of Coronavirus - by McKinsey
• Fleming's Prime Steakhouse & Wine Bar
• Fanocracy: Turning Fans into Customers and Customers into Fans - David Meerman Scott and Reiko Scott
Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!
Learn about infusing remarkable into your common interactions, switching the default mode to something legendary, and gaining attention with an international perspective..
Bite-Sized Delight From the Episode:
• The Experience Before the Experience Matters Too - By starting the experience before a guest is even checked in, the Montage Los Cabos creates raving fans and repeat customers.
• Your Voice Matters More Than Ever - Playfully incorporating voice technologies into your customer interactions will allow you to stand out from the crowd and be ahead of the noise.
• Think.Do.Say. - Ron Tite’s actionable and entertaining book Think.Do.Say. offers a playbook for creatively capturing the attention of increasingly distracted consumers.
Are You Looking for Things We Referenced?
Montage Los Cabos
You Can Now Have John Legend as Your Google Assistant Voice - by Jordi Lippe-Mcgraw in Architectural Digest
Think. Do. Say. – by Ron Tite
Get more resources and the full show notes at http://ExperienceThisShow.com. Thanks for joining us for Season 5 and we’ll see you soon for Season 6!
Learn about what the past decade can teach us about the next decade, how a bespoke publisher creates raving fans, and how the future of personal information is going to get even more messy.
Bite-Sized Delight From the Episode:
• Pay Attention to Customer Trends - By considering global expectation shifts like the ones presented in Rohit Bhargava’s fantastic book Non Obvious Megatrends, the business of today is ready for the customer of tomorrow.
• Making Things Beautiful Rockets Your Business Forward - Incorporating aesthetic, design, and hyper-personalization allows you to stand out in the crowd and build a legion of raving fans like Juniper Books.
• Allow for Convenience, But Protect Privacy - Walking the fine line of making it easier to do business with you, while protecting your customers’ personal data, is a tightrope that every business needs to walk in 2020 and beyond.
Are You Looking for Things We Referenced?
Non Obvious Megatrends - by Rohit Bhargava
Juniper Books
For the Love of Books - Thatcher Wine
The Convenience Revolution – by Shep Hyken
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Join us as we look back on some of our favorite customer experience stories and celebrate our 100th episode with our “Best of the Best” show.
Bite-Sized Delight From the Episode:
• Unique Customer Experiences Get Talked About - The common thread in our top 5 “This Just Happened” segments? Create an experience that your customers want to tell everyone about… and they will do just that.
• Every Single Element of the Experience Deserves Your Attention - When every touchpoint is part of one cohesive experience, the impact is noticeable, significant, and long-lasting.
• Just Because Something is Required, Doesn’t Mean it Needs to Be Boring - Evaluate every customer touchpoint that you’re required to have in your business and look for ways to make it remarkable!
Are You Looking for Things We Referenced?
EmpowerCX Now - podcast hosted by Joey Coleman and Dan Gingiss featuring our friends at Sitel Group
Thanks for listening to our first 100 episodes and here’s to 100 more!
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about a memorable employee onboarding experience, insurance for your pizza, and the cost of poor customer experience.
Bite-Sized Delight From the Episode:
• Investing in Employee Experience with Continuing Education - By investing heavily to create an immersive employee onboarding program at Deloitte University, the company proves their commitment to continuing education for all team members.
• Mitigating Fears with Unexpected (but Appreciated) Insurance - By removing any apprehension for a delivery mishalf, Domino’s Pizza gives customers the confidence to trust delivery of their dinner and put the act of getting food to the dining room table in the hands of a stranger.
• The Cost of Neglecting Customer Experience - While the benefits of good customer experience are clear, there are real financial costs to negative customer experience including loss of sales, reputation, customers, and talented staff.
Are You Looking for Things We Referenced?
• How Deloitte's $300 Million Investment In Employee Experience Is Paying Off - by Dan Gingiss in Forbes.com
• Deloitte University
• Domino's Carry Out Insurance Commercial
• The Cost of Neglecting Customer Experience - by Benedict Clark in Acquire
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about mobile phone cases you can bury in your garden, special privileges for those that make green choices, and the shifting expectations of thirsty customers!
Bite-Sized Delight From the Episode:
• Trendy and Environmentally Conscious Go Together - Pela Case offers a stylish mobile phone case that is study, well-built, trendy, and environmentally conscious - leading to raving fans all over the world.
• Every Customer Touchpoint Shows What You Value - More and more customers are looking for organizations that do their part to help the environment and “green” parking spaces are but one way to signal the type of customer you’re trying to attract.
• Change Your Business to Meet Shifting Expectations - As customers change what they expect, the best businesses shift their operations to meet customers’ new behaviors. Delta Airlines and the Atlanta Airport conserve and restore water by installing reusable water bottle filling stations throughout the airport to the delight of their increasingly environmentally conscious customers.
Are You Looking for Things We Referenced?
• Pela Case - compostable mobile phone cases
• Delta Airlines Water Conservation and Restoration Project
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about Amazon’s approach to customer service, a nefarious attempt to silence customers, and the unique challenges of replacing a mattress you don’t want.
Bite-Sized Delight From the Episode:
• Customer Service Tenets for Everyone - Amazon’s Six Tenets of Customer Service offer a roadmap for creating effortless, efficient interactions.
• Prioritizing Money Can Cost You Customers - While research from the University of Minnesota shows that making it hard for consumers to complain has a financial upside, the long term cost to your customer experience reputation isn’t worth it.
• The Less Effort the Better - By making it simple and easy to return a purchase, companies get people talking and build long-term trust.
Are You Looking for Things We Referenced?
• 6 Customer Service Tenets Used By Amazon To Create Effortless Experiences - by Dan Gingiss, Forbes.com
• 'Your call is important to us': Not really, University of Minnesota study shows - by Jackie Crosby, Minnesota Star Tribune
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about the connected community of the future, the response to the robot invasion, and paying for anything with one hand behind your back.
Bite-Sized Delight From the Episode:
• Connect it All Together - Toyota’s new Woven City promises to combine environmentally friendly buildings, modern technology, and immersive experiences into the city of the future.
• When Everyone Focuses on Technology, Go Back to Basics to Stand Out - FirstBank positions itself against the competition by offering 24/7 human support - instead of chatbots and AI-enabled assistants.
• Make it Beyond Easy for Your Customers to Pay - Amazon is betting on a new technology that will make payment so easy, customers will just need to wave their hand.
Are You Looking for Things We Referenced?
• Toyota’s Creepy New “Prototype Town” is a Real-Life Westworld - by Lilly Smith, FastCompany.com
• FirstBank
• Cash, Plastic or Hand? Amazon Envisions Paying with a Wave - by AnnaMaria Andriotis, Wall Street Journal
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about one company's efforts to make large returns painless and simple, five ways to disrupt a common travel experience, and what we love and can't stand about the rental car industry!
Bite-Sized Delight From the Episode:
- Turn a Mistake into a Great Experience - Even when things go wrong, if you work to deliver a remarkable experience you can create a raving fan.
- When You Do the Same Things as Your Competitors, Everyone Loses - You'll stop being treated like a commodity as soon as you stop acting like one.
- Small Things Can Make a Big Difference - Improve your customer touchpoints by comparing them to the best and worst of the rental car industry.
Are You Looking for Things We Referenced?
• Wayfair
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about how businesses are successfully navigating the COVID-19 crisis by prioritizing customers, employees, and suppliers.
Bite-Sized Delight From the Episode:
Calm, Confident, Actionable Messages - Communicating in times of crisis requires you to go beyond “checking the box” and instead identify opportunities to provide real value in context with your brand offerings.
Relaxing Policies and Procedures - It’s time to review all of your policies and procedures to create COVID-19 conscious versions. Put people over profits in the short term to keep customers and employees in the long term.
Happy Employees Equals Happy Customers - Employee experience is just as vital (if not more so) than customer experience during times of crisis. Don’t forget about the people that serve your customers.
Don’t Forget About Your Suppliers and Providers - Every business and individual has suppliers, vendors, providers, and merchants that provide critical products and services. What are you doing to take care of your suppliers/providers so that they are still in business after the COVID-19 crisis ends?
Use Your Resources/Expertise to Help - Identify ways to provide valuable resources to your customers and prospects alike.
Are You Looking for Things We Referenced?
Message from Schwab’s CEO Walt Bettinger
Capitalism Meets Coronavirus: How Companies Are Responding - by JUST Capital
10 Positive Updates on the COVID-19 Outbreaks From Around the World - by McKinley Corbley on Good News Network
The FutureLoop Pandemic Special Edition - by Peter Diamandis
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about using modern tools to showcase classical art, a museum where kids can touch the exhibits, and how to create even more time to serve your customers.
Bite-Sized Delight From the Episode:
- New Methods Attract New Audiences - The Musée d’Orsay museum in Paris uses an Instagram to reach a new, younger audience.
- Let Guests Touch the Exhibits - The Frost Museum of Science uses a variety of interactive exhibits and encounters to create an unforgettable visitor experience.
- It's Time to Create More Systems in Your Organization - Mike Michalowicz’s book Clockwork offers a blueprint for implementing systems so your business can run itself.
Are You Looking for Things We Referenced?
Paris's Musée d’Orsay Hires Its First Instagram Artist-in-Residence by Elizabeth Stamp
Frost Science Museum in Miami, FL
Clockwork - by Mike Michalowicz
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about an immersive experience devised to inspire creative design, one place where the robots may be meeting their demise, and how to improve the most-maligned industry of all - the Post Office.
Bite-Sized Delight From the Episode:
- Immersive Experiences Stand Out - All-encompassing, immersive design allows a dental equipment company to stand out from the competition.
- The Robot Revolution May Be Delayed - Some of the early adopters of robot-automated restaurants are shutting their doors and turning off the robots for lack of customer interest.
- The Government is Listening (On Social Media) - Social media gives such a loud voice to customers that even the government is listening.
Are You Looking for Things We Referenced?
Benco CenterPoint
Some of San Francisco’s Robot-Run Restaurants are Failing. - by Katie Canales in Business Insider.
Avtex Engage 2020
How to Enhance Citizen Experience with Social Media by Propel
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about reinventing the shopping mall, the experience of becoming a new manager, and how the comforts of home can make strange places feel more familiar.
Bite-Sized Delight From the Episode:
• The “Shopping” Mall is Now the “Experience” Mall - The 3-million-square foot American Dream mall focuses on experience and entertainment to re-invent traditional retail.
• You’re a Manager, Now What? - Ryan Hawk’s book “Welcome to Management” offers a playbook of practical, actionable advice for making new leaders successful.
• Comforts of Home on the Road - By placing an Amazon Echo smart speaker into each guest room, The Charlotte Marriott City Center makes visitors feel at home by inviting Alexa into the conversation.
Are You Looking for Things We Referenced?
Welcome to the Era of the Post-Shopping Mall - by Amanda Hess, New York Times
Welcome to Management - by Ryan Hawk
Avtex Engage
Charlotte Marriott City Center
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about ten ways to put customer experience to work in your business, using video to explain yourself, and creative ways to take online communications into the real world.
Bite-Sized Delight From the Episode:
• Win Tomorrow's Customers Today - Blake Morgan shares ten things that will define the future customer in her new book "The Customer of the Future: 10 Guiding Principles For Winning Tomorrow's Business."
• Show Me What You're Saying - Tony Jones (Innovation Director at Signal TV) shares creative ways to use video to explain yourself to customers.
• Take the Online into The Real World - A thoughtful response to a sick birthday girl makes for an unexpected offline experience that creates a lifelong customer.
Are You Looking for Things We Referenced?
The Customer of the Future: 10 Guiding Principles For Winning Tomorrow's Business
Signal TV
Zogics
Puffs Tissues
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about brands that keep and don't keep their promises, putting new functionalities into your luggage, and helpful parking lots.
Bite-Sized Delight From the Episode:
• Keeping Promises - Schmidt's deodorant went above and beyond by answering our listener's questions and then sending free products, while two other brands promised to do something - and then never did.
• Travel Away With New Luggage - The new "Away" brand luggage creates a remarkable experience by offering a generous return policy, a customer-friendly warranty, and fun messages on their packaging.
• Smart Parking Lot - Have you ever gone to the mall and forgotten where you parked your car? That will be an experience of the past when all parking lots adopt the same technology used by a Miami shopping mall to help visitors find misplaced vehicles in the parking lot.
Are You Looking for Things We Referenced?
Schmidt's Deodorant
Away Travel
Avtex Engage 2020
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about ways to make your customers go away, the exploding popularity of live chat, and how one retailer offers “returns made easy”... just not the retailer that advertises it.
Bite-Sized Delights From the Episode:
• What Not to Say - Micah Solomon shares words and phrases to avoid in a customer-focused culture in his book, Ignore Your Customers (And They’ll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience
• Up Your Chat Game - Comm100's "Live Chat Benchmark Report 2020" details trends in chat statistics including the use of co-browsing, proactive chatting, and chatbots.
• Unusual Return Policies - Amazon packages can now be returned at Kohl's but the process is still a bit choppy. What happens when the best intentions fail because of poor execution?
Are You Looking for Things We Referenced?
Ignore Your Customers (And They’ll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience
Live Chat Benchmark Report 2020 by Comm100
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about a restaurant that makes meals specifically for you, a magician who wants you in on the trick, and a guide to living in the now, by learning from the past.
Bite-Sized Delight From the Episode:
• Incorporate Technology to Deliver Unique Experiences - Singularity Sushi in Tokyo plans to use DNA samples and biometrics to deliver custom created, 3D printed sushi to patrons seeking a one-of-a-kind meal.
• Magic Isn’t Just for Magicians - Darren Brown’s Broadway show “The Secret” leaves clues for creating breathtaking interactions that will leave your customers raving to their friends and family.
• In a Busy World, Make Time for Silence - Ryan Holiday’s book Stillness is the Key offers a recipe for getting more out of life by putting less into your life.
Are You Looking for Things We Referenced?
Singularity Sushi
Darren Brown’s Secret
Avtex Engage
Stillness is the Key - by Ryan Holiday
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Discover how profit and customer satisfaction can go hand in hand, how a romance novelist dives into her character development, and how LEGO manages to make lifelong customers.
Bite-Sized Delight From the Episode:
• Customer Satisfaction or Profit? - Learn whether a satisfied customer or turning a profit is more important to measure your success.
• Character Immersion Creates Customer Loyalty - A romance novelist explains how immersing herself in her characters helps her provide a great customer experience.
• LEGOs and Harry Potter - Discover how LEGO made a lifelong customer through an empowered employee and a connection with Harry Potter.
Start the Conversation:
Have we taken steps to truly understand the path our customers take to interact with our brand?
Are You Looking for Things We Referenced?
Which is your CX Priority: Satisfied Customer or Profit? by Mary Drummond
www.alliepleiter.com
Experience Conversations
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn why it's important to maintain a standard of excellence, why you may need to fix things about your business that aren't broken, and why a simple math error can cause your customers to lose their trust in you.
Bite-Sized Delight From the Episode:
• Be Careful About Raising the Bar - Explore how maintaining a standard of excellence will set you apart from the competition.
• If It Ain't Broke, It May Need Fixing - Learn why it's important to improve and enhance all aspects of the business, even if they aren't broken.
• Sometimes Math Matters - See how simple math errors can cause your customers to lose trust in you.
Start the Conversation:
Are our security policies or processes negatively impacting our customers?
Are You Looking for Things We Referenced?
Don’t Fix it if it isn’t Broke: 10 Reasons this Phrase is Holding Your CX Back by Becky Roemen from her blog, Tin Cans and String
3 Examples Of Savvy Customers Winning By Simply Doing The Math by Dan Gingiss in Forbes
Experience Conversations
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about a new hot spot in Las Vegas serving an unusual target market, creative ways to build a relationship with your desired audience, and the impact of sending thoughtless messages to long term customers.
Bite-Sized Delight From the Episode:
• A Wellness Resort in Sin City - Discover a new resort targeting a growing customer base of travels to Las Vegas.
• Smart Partnerships Build Loyalty - Explore how aligning with a company serving your target market helps build your brand reputation.
• Know What the Other Side is Doing - Learn how a large bank, operating in silos, creates a negative customer experience month after month.
Start the Conversation:
Do we offer customers the tools and access they need to confidently resolve issues?
Are You Looking for Things We Referenced?
Forget Blackjack by Rachel Cormack in Robb Report magazine
Mamava
Zappos
Experience Conversations
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn why it's important to ask your customers what they think about your changes, how to make transitions less turbulent for customers, and how to make the wait a memorable customer experience!
Bite-Sized Delight From the Episode:
• Listen Before Changing Things - Check in with your customers before assuming they will love your new and improved changes.
• Consider Customers During Any Transition - Keep the customer experience in mind when big transitions occur in your company.
• Make the Wait Worth It - You can't always avoid the line, but you can always make the wait an experience of its own.
Start the Conversation:
Does our IVR system meet the needs and expectations of our customers?
Are You Looking for Things We Referenced?
Is the best customer experience always the right customer experience? by Jennifer Arnold for SAP
The Future of Customer Engagement and Experience
8x8 Inc.
Salt & Straw
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about a restaurant designed to create an inclusive environment, the importance of creating user-friendly experiences for the elderly, and how the experience of health care is failing elderly patients.
Bite-Sized Delight From the Episode:
• An Atmosphere of Inclusion - Discover a restaurant that creates an inclusive experience for customers and employees of all types.
• Make Experiences User-Friendly for Elderly Customers - Explore the often overlooked senior citizen experience with your brand.
• Show Empathy for the Elderly - Learn about the importance of designing experiences with compassion and empathy for aging populations.
Start the Conversation:
Is my organization actively engaging in design thinking?
Are You Looking for Things We Referenced?
Pizzability
I Wrote the Book on User-Friendly Design. What I See Today Horrifies Me. by Don Norman in Fast Company magazine
Why An Aging Population Means Healthcare Customer Experience Must Adapt by Dan Gingiss in Forbes
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about the ever-changing role of the chief experience officer, a charity that has revolutionized the donor experience, and a bank that decided to grant every wish.
Bite-Sized Delight From the Episode:
• A Role that Continues to Evolve - The role of a chief experience officer is ever-evolving and critical to the success of a company.
• Make the Donor Experience Memorable - Discover how a clean water charity is revolutionizing the donor experience.
• A Bank that Gives Money Away - Find out about a bank who decided to give clients exactly what they asked for!
Start the Conversation:
How much are poor customer experiences impacting our bottom line?
Are You Looking for Things We Referenced?
Charity: Water
Ally Banksgiving: When a Simple Call to Your Bank Turns Into a Big Surprise
Experience Conversations
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Explore how past experiences can trigger current emotions, how creative play can produce qualified employment candidates, and how strategic appreciation can keep your customers coming back for more.
Bite-Sized Delight From the Episode:
• Draw Out Stories from Your Clients - Learn how nostalgic memories and personal stories can provide you with the information you need to create memorable experiences.
• Use Strategic Play to Recruit - Discover how your employees' hobbies can help you find prospective new hires.
• Master the Art of Giving Gifts - Learn about strategic appreciation from the master of gift giving.
Start the Conversation:
What are the specific ways we are using our customer resource management (CRM) tool to enhance the experience with our customers?
Are You Looking for Things We Referenced?
From Within the Podcast - hosted by Ben Oosterveld
“Solving Escape Manor’s new room could land you a job as a Canadian codebreaker." - by Craig Lord in the Ottawa Business Journal
Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Client Retention - by John Ruhlin
Experience Conversations
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about our listeners' remarkable customer experiences, explore the advantages and disadvantages of subscription services, and get creative to provide a remarkable and memorable experience!
Bite-Sized Delight From the Episode:
• Positive Experiences Get Shared Even More - Customers are actually more willing to share a positive experience than a negative one.
• The Subscription Experience - Save money, enjoy convenience, and get access to new products before other customers.
• Improvised Interactions - Create memorable experiences with hyper-personalization.
Start the Conversation:
Do our current technology platforms adequately support our CX strategy?
Are You Looking for Things We Referenced?
Share Your Experience Stories With Us
Harold Payne Music
The Experience This! Show Improvised song by Harold Payne
Experience Conversations
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn how artificial intelligence can enhance customer support, how entrepreneurs can find inspiration in self reliance, and how one customer's behavior can impact another customer's experience.
Bite-Sized Delight From the Episode:
• Artificial Intelligence Helps Connect - Using artificial intelligence to shape language and guide customer service representatives as they speak with clients.
• Historical Inspiration for Modern Marketers - Daily meditations and musings offer motivation and reflection for self reliant entrepreneurs.
• One Customer's Behavior Can Impact Everyone - Overall customer experience can be tainted by the irresponsible actions of a single customer.
Start the Conversation:
What customer data are we tracking, and we effectively using it to drive better experiences?
Are You Looking for Things We Referenced?
This AI Software Is 'Coaching' Customer Service Workers. Soon It Could Be Bossing You Around, Too - by Alejandro De La Garza
The Self Reliant Entrepreneur: 366 Daily Meditations to Feed Your Soul and Grow Your Business - by John Jantsch
Experience Conversations
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn how you can turn a negative experience into a lifelong customer, how customizing imagery can create personal connection, and how important it is to develop your personal brand.
Bite-Sized Delight From the Episode:
• Turn a Negative Customer Experience into a Lifelong Customer - by giving customers the benefit of the doubt and treating them as you would treat a friend, you honor their investment of time, money, and effort to become a customer.
• Personalize the Experience with Customized Imagery - by commissioning custom imagery from each of the zip codes they serve, Chase Bank delivered a level of personal experience that created loyalty and comfort for their customers.
• The Power of a Personal Brand - by developing a personal brand you can form deeper relationships and connections, advancing your career in the process.
Start the Conversation:
Are we focused on the right metrics when determining the success of our CX programs?
Are You Looking for Things We Referenced?
Rex Sorgatz Twitter Thread - customized Chase Bank landing pages discovery
Chase Bank - customized landing pages by zip code
Ditch the Act: Reveal the Surprising Power of the Real You for Greater Success - by Leonard Kim and Ryan Foland
Experience Conversations
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about the perils of automated prospecting, the benefits of taking a few minutes to do your homework BEFORE speaking with a prospect, and how your reputation can precede you - in both good and bad ways.
Bite-Sized Delight From the Episode:
• Be Careful with Your Automations - While automation makes things easier, it is not a good choice for an initial communication with a prospect - especially if the automation doesn’t feel personalized. Make the first impression a personal one.
• Treat Prospects Like Valued Customers From the Outset - Showing you care early in the relationship helps you to earn respect and (hopefully) a prospect’s business.
• Pay Attention to Shifting Customer Expectations - Don’t miss changes in your customers’ wants and desires, lest you become the subject of less than flattering meme!
Start the Conversation:
Are we doing everything we can to develop a customer-centric approach throughout our organization?
Are You Looking for Things We Referenced?
Yoko Co.
Wistia
Experience Conversations
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn how sometimes what you see isn’t necessarily wise to believe, how to create a remarkable experience in a commoditized industry, and why the sense of smell plays a huge role in brand perception.
Bite-Sized Delight From the Episode:
• Experience a deepfake - a frightening trend in video creation that requires viewers to be skeptical of what they see.
• Explore how a fantastic salon sets achievable and understandable goals for their staff so the client's experience is the best experience of their day.
• Discover how smells can trigger emotions and create lasting memories for your customers.
Start the Conversation:
Are we effectively using social media to support and engage customers?
Are You Looking for Things We Referenced?
Experience Conversations
You Won't Believe What Obama Says in this Video created by Jordan Peele and Buzzfeed
John Robert's Spa
Fresh Scents, Inc.
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about the benefits of rewriting your message to acknowledge your customers’ behavior, the pros and cons of sharing your email address, and the perils of always being connected.
Bite-Sized Delight From the Episode:
• Pay Attention to Your Customers’ Shifting Behaviors - Netflix’s show Nailed It! acknowledges the shift towards binge-watching episodes, and concludes each episode with an introduction to the following episode. This encourages viewers to keep watching. How can you adjust your message to speak to your customers’ behavior?
• Do Unto Others' Email as You Would Want Done Unto Yours - Keep your relationship with email healthy by modeling how you would like your email address to be treated. Don’t auto-add, auto-subscribe, or send without confirming that your customers want to receive your emails.
• Are You Controlling Your Technology or Is It Controlling You - Nir Eyal’s book Indistractible: How to Control Your Attention and Choose Your Life, offers a four step process to help create boundaries, take back control over distractions, and return balance to your life.
Start the Conversation:
Are my employees given the tools and support they need to do their jobs and execute our CX strategy?
Are You Looking for Things We Referenced?
Nailed It!
Experience Conversations
Indistractible: How to Control Your Attention and Choose Your Life - by Nir Eyal
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about the future of customer engagement, why it pays to read the fine print, and how human-to-human interactions are the key to customer experience success.
Bite-Sized Delight From the Episode:
• Learn What Your Customers Really Want - SAP Customer Experience has a new website - The Future of Customer Engagement and Commerce - that offers dozens of articles on important CX topics
• Encouraging Your Customers to Read the Fine Print - a woman won $10,000 for reading the fine print in her insurance policy. While you may not want to offer a $10,000 prize, learn how you can engage your customers in the “fine print” aspects of your business
• How to Build Stronger Customer Relationships in The Relationship Economy - John DiJulius offers a complete playbook for increasing human-to-human interactions with your customers
Start the Conversation:
What actions are we taking to address our negative online reviews?
Are You Looking for Things We Referenced?
The Future of Customer Engagement and Commerce
“Georgia Woman Wins $10,000 for Reading the Fine Print on Her Insurance Policy” - by Joelle Goldstein, featured in People Magazine
The Relationship Economy - by John DiJulius
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about one of the biggest annoyances in air travel, treating your most loyal customers poorly, and the importance of learning all you can about your customers.
Bite-Sized Delight From the Episode:
• Consider How You’re Treating Your “Middle Seat” - on airlines, the middle seat is the worst customer experience. How are you using creativity and technology to enhance the “middle seat” experience in your business?
• Expiring Customer Loyalty Rewards Doesn't Feel Very Loyal to the Customer - are your loyalty programs governed by archaic, non-customer-centric rules? If so, does that feel like loyalty to your customers?
• Does Your Organization Apply “Customer Understanding" - learn how to use listening, characterizing, and empathizing to build customer experience
Start the Conversation:
Have we fully explored the role bots play in our customer interactions?
Are You Looking for Things We Referenced?
"Airlines are Finally Fixing the Middle Seat" - by Mark Wilson, featured at FastCompany.com
“When Loyalty Rewards Expire, So Does a Customer’s Loyalty” - by Dan Gingiss, featured atForbes.com
Customer Understanding - by Annette Franz
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about an entertainment spectacle with some baseball in the middle, building a culture of experience, and how to be successful by standing out.
Bite-Sized Delight From the Episode:
• Find Ways to Make the Required Elements of Your Business Remarkable - at every turn, look for ways to inject excitement into the mundane and create lasting memories for your customers.
• Make Your Core Values Front and Center - find ways to put your core values in front of your employees so they have a clear understanding of how to live the values, not just recite them.
• Don’t Make Excuses - creating remarkable customer experiences can be challenging, but it's worth it. Commit to pushing the boundaries and exceeding your customers' expectations.
• Figure It Out as You Go Along - sometimes the best way to enhance your customers' experience is to try things that might fail. And then keep working to refine these interactions until they work.
Start the Conversation:
Are we proactively making the experiences we deliver to our customers better?
Are You Looking for Things We Referenced?
"How The Savannah Bananas Turned Conventional Wisdom On Its Head" - by Jim Halley, featured in Baseball America
The Savannah Bananas Baseball Team
Find Your Yellow Tux - by Jesse Cole
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn the key takeaways from a designer of colored bricks, how behind the scenes activity can support your customer-facing activity, and how the art inside the front door can set the tone for a stay.
Bite-Sized Delight From the Episode:
• Every step of the journey (even before and after they interact with you) is relevant to the customer’s experience.
• How delegation can help you deliver remarkable experiences in each interaction.
• How art and aesthetics can establish first impressions for your customers.
Are You Looking for Things We Referenced?
• Five Things I Learnt as a Designer at LEGO by Johnny Makes
• BELAY Solutions
• Caesars Palace Las Vegas
• 1 Hotel South Beach
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn how to identify customer sentiment using more than just words, why asking for feedback shouldn’t annoy customers, and how a new store operates without cashiers.
Bite-Sized Delight From the Episode:
• How to analyze emojis to determine customer sentiment.
• What types of questions you DON’T want to ask your customers.
• How Amazon’s Go Store in changing the convenience store experience.
Are You Looking for Things We Referenced?
• Amazon Go Store
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about the role of gender in artificial intelligence, explaining a printed piece of paper using a video, and taking an online store into a real world setting - at the mall.
Bite-Sized Delight From the Episode:
• How to remover gender roles from A.I. Voice Assistants.
• How video can make paper bills easier to understand.
• How Amazon’s 4-Star Store brings e-commerce to life in a shopping mall.
Are You Looking for Things We Referenced?
• The World’s First Genderless A.I. Voice is Here. Listen Now. by Mark Wilson
• “Q” - The World’s First Genderless Voice
• Amazon’s 4-Star Store
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about how humor can play a role in the customer experience, an unlikely alliance of fierce competitors, and a marketplace that helps bars set prices based on supply and demand.
Bite-Sized Delight From the Episode:
• How humor can connect a brand to an audience and in the process, build loyalty.
• How rival companies can work together for a greater good.
• How product pricing can create a dynamic, entertaining customer experience.
Are You Looking for Things We Referenced?
• The Obedient Agency
• More Choices. Smaller Portions. Less Sugar. (soft drink industry alliance video)
• The Drink Exchange
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about embracing conspiracies to liven up your experience, making everything you touch part of the experience, and paying attention to your customers' celebrations so you can join them in the festivities.
Bite-Sized Delight From the Episode:
• How conspiracy theories about your brand can enhance your customers’ experience
• How a biometric wearable uses every touchpoint to shape the experience
• How to make the most of your customers’ birthdays
Are You Looking for Things We Referenced?
• Denver Airport’s Talking Gargoyle
• Oura Ring’s comprehensive user experience
• The Gaylord Texan Resort
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about the best parts of an international customer experience conference, the most remarkable experiences of the last year as shared by the listeners in our LIVE audience, and the true state of customer experience in 2019!
Bite-Sized Delight From the Episode:
• The most memorable moments from EmpowerCX 2019.
• What stands out as the best experiences from the last year.
• The best and worst aspects of customer experience in 2019.
Are You Looking for Things We Referenced?
• EmpowerCX 2019 - presented by Sitel
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about a coffee shop without any people in it, a bank advertisement without understandable words in it, and what we love and can't stand about that one device with so many cool things in it!
Bite-Sized Delight From the Episode:
• How to stand out from the competition with robotic and technological enhancements.
• How to avoid customer confusion by using understandable language.
• What we can learn from smartphones when thinking about our own product/service development.
Are You Looking for Things We Referenced?
• Cafe X
• 2018 U.S. Banking Clarity Report - by Visible Thread
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about using experience to attract new audiences, building natural tourist attractions, and an Italian meal to remember - in Australia?!
Bite-Sized Delight From the Episode:
• How to engage your audience early on to build long-term fans.
• How to design every aspect of your engagement to serve the product and the customer.
• How to design a business where the front line employees are as valuable to your reputation as your product or service.
Are You Looking for Things We Referenced?
• Phillips Island Nature Park
• The Penguin Parade
• Rosetta Ristorante
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about new tactics to enhance your customer service in social media, how one school district deals with frustrated parents on snow days, and the airline that saved a wedding.
Bite-Sized Delight From the Episode:
• How to better serve your customers across all social media platforms.
• How to explain and empathize when communicating about unfortunate situations that will impact your customers.
• How to go the extra mile for a customer - and provide the opportunity for others to watch the process.
Are You Looking for Things We Referenced?
• How to Improve Your Social Customer Service in Three Easy Steps
• Four Ways to Speak to Your Customers Effectively on Social Media
• How to Take Your Customer Care on Social Media to the Next Level
• EmpowerCX - April 9-10, 2019 - Ft. Lauderdale, Florida
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about why some customers should get better service than others, the keys to employee learning and development, and how you can use packaging to make a great first impression.
Bite-Sized Delight From the Episode:
• How levels of service can differ depending on how “frequently” you are a customer.
• How to maximize life long learning across your employee base.
• How memorable packaging can make a lasting and powerful first impression.
Are You Looking for Things We Referenced?
• Sitel Group - Ten Learning and Development Trends for 2019
• Fatsnax
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn how one company used a modern vision to disrupt a centuries old industry, how technology makes it easier to listen to the voice of your customers, and how a credit card company optimizes for cardholder choice and convenience.
Bite-Sized Delight From the Episode:
• How taking care of the kids can make a retail experience delightful for the parents.
• How listening to the silence can help you understand what your customers are thinking.
• How anticipating what your customers need (that you already have) can really make their day.
Are You Looking for Things We Referenced?
• Warby Parker
• EmpowerCX Event - April 9-10, 2019
• American Express
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about how extreme political views can affect your customers’ decision making, why the U.S. federal government shutdown had wide ranging “experience” impact, and how brands can help unite a divided nation.
Bite-Sized Delight From the Episode:
• How the extreme political beliefs of your customers can impact your customer experience.
• How to turn challenges your customers face into moments of customer experience delight.
• How your organization can help unite a divided country.
Are You Looking for Things We Referenced?
• People With Extreme Political Views Have Trouble Thinking About Their Own Thinking - by Popular Science
• What Customers Wants From Brands in a Divided Society - by Sprout Social
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
EmpowerCXLearn about cutting edge customer journey mapping, counting the many customer experiences of Tokyo, Japan, and what to do when someone wants to learn more about your company but isn't quite ready for the sale.
Bite-Sized Delight From the Episode:
• How mapping individual customer journeys on a case-by-case basis creates remarkable touchpoints.
• How the attention to detail in Tokyo, Japan makes for breathtaking interactions.
• How to properly handle inquiries that aren’t ready to become customers - but are still valuable.
Are You Looking for Things We Referenced?
• Disrupt the Competition E-book
• EmpowerCX - April 9-10, 2019 - Ft. Lauderdale, Florida
• Andy Morgan - Ripped Body
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Bite-Sized Delight From the Episode:
• How “re-branding” bad produce creates loyal customers.
• How author Mark Schaefer sees customers as leading the next marketing rebellion.
• How Stephen Curry took the time to address a loyal fan - and change the conversation around gender-based products.
Are You Looking for Things We Referenced?
• Imperfect Produce
• Marketing Rebellion: The Most Human Company Wins - by Mark Shaefer
• The Curry 6
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn what customers have to say about customer experience, how packaging can be designed for specific situations, and how one pizza brand saved New Year's Eve.
Bite-Sized Delight From the Episode:
• Why customers want to share their positive brand experiences online.
• How the best companies anticipate their customers’ wants and needs when designing the packaging for their products.
• How DiGiorno’s pizza “saved the night” when Papa John’s and Domino’s failed to deliver.
Are You Looking for Things We Referenced?
• 2018 CX Index
• Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media - by Dan Gingiss
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn how a cable company made it easier to find the shows you want, a personalized way to introduce yourself to new customers, and a collection of New Year's resolutions from the world of customer experience.
Bite-Sized Delight From the Episode:
• How using voice technology can help all of your customers use your products and services better.
• How personalized video messages help get new customer relationships off to a great start.
• How to develop New Year’s resolutions to enhance your customer experience in 2019 and beyond.
Are You Looking for Things We Referenced?
• Comcast X1 Voice Remote
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about implementing ancient wisdom into your employee and customer training efforts, taking a painful process and making it enjoyable every step of the way, and using iconic talk triggers to conveniently enhance your customer experience.
Bite-Sized Delight From the Episode:
• How tribal teachings around observation, story-telling, and gamification provide insight about effective training.
• How removing obstacles can enhance your customers’ enjoyment and ease of use.
• How three fantastic new books can augment your customer experience knowledge.
Are You Looking for Things We Referenced?
• Learning Like Tribes: Three Methods that Apply Today - by Janice Eusebio at Sitel Group
• Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth - by Jay Baer and Daniel Lemin
• Iconic: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction - by Scott McKain
• The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty - by Shep Hyken
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Enjoy the “Christmas carol” versions of a call center agent best practices, the downside of a new website, the value of customers, the importance of keeping customers, the impending arrival of AI bots, twelve things to fix in the new year, and a holiday wish for listeners of the show.
Bite-Sized Delight From the Episode:
• Randy the Call Center Agent (Rudolph the Red Nosed Reindeer)
• Navigating Your New Homepage (Winter Wonderland)
• Customers! (Jingle Bells)
• Keep the Customers (Deck the Halls)
• AI Bots are Comin’ to Town (Santa Claus is Comin’ to Town)
• The Twelve Fixes for the New Year (Twelve Days of Christmas)
• We Thank You for Always Listening (We Wish You a Merry Christmas)
Are You Looking for Things We Referenced?
• “Twelve Days of Christmas” – Straight No Chaser
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about a coffee shop that helps patrons get their mojo on, how to leverage the knowledge of all of your customers in one place, and why words matter - if you want to sound smart.
Bite-Sized Delight From the Episode:
• How Mojo Coffee in Chicago stands out in the marketplace by focusing on (1) the in-store customer experience and, (2) the employee experience.
• How online communities and help your customers succeed in using your product while also driving them back to your website in an effort to further cement your reputation as being focused on customer solutions.
• How to avoid making common mistakes when using business words and phrases in the English language.
Are You Looking for Things We Referenced?
• “How An Online Community Can Improve Your Customer Care” – Jean-Baptiste Ranvier
• “9 Words and Phrases You’re Probably Using Wrong” - Ross and Kathryn Petras
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about avoiding turbulence at 35,000 feet with Delta Airlines, how to properly welcome someone at the border courtesy of UK Customs, and getting a haircut - at the airport?!
Bite-Sized Delight From the Episode:
• How Delta Airlines was able to use technology and thinking collaboratively with their pilots to make their flights the smoothest in the sky.
• How giving new customers (or new visitors to your country) a "warm embrace" helps set the tone for a remarkable experience.
• How to provide services and conveniences when least expected in order to get your customers talking.
Are You Looking for Things We Referenced?
• “This Is the Reason You Aren’t Feeling as Much Turbulence on Delta Flights” – Darren Murph, The Points Guy
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about the reasons why so many big brands are disappearing, the best customer service email ever, and freedom of choice at the ATM.
Bite-Sized Delight From the Episode:
• Why almost every industry is suffering from commoditization, low barriers to entry, and low switching costs for consumers - which is forcing companies to adopt a customer-centric mindset instead of a product-centric mindset in order to stay afloat.
• How a pet brand continues to build life-long customers, time and time again.
• How a bank changed its behavior to focus more on customers’ wants and needs.
Are You Looking for Things We Referenced?
• “The Violence of the Experience Economy” – by Mary Drumond, LinkedIn
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Bite-Sized Delight From the Episode:
• What happens when the “experience” becomes the “product” we are selling to customers and the “product” is the “experience” they are buying.
• How brands that focus on creating a remarkable employee experience, end up getting a remarkable customer experience in the process.
• How to maximize analog experiences in a digital world.
Are You Looking for Things We Referenced?
• “Banksy's shredded Sotheby's art was a rebuke of empty consumerism from a master” – by Aja Romano, Vox
• It's All About CEX: the Essential Guide to Customer and Employee Experience - by Jason Bradshaw
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn how the words in your website navigation actually make a difference, how saying the right thing can turn a failure into another try, and why aligning your internal culture with your brand may be the secret to some of the world’s most successful companies!
Bite-Sized Delight From the Episode:
• How the labels used for your website navigation make a difference when it comes to customer retention and engagement.
• How your response to failure helps you connect with customers and keep them loyal even longer.
• How to effectively align your brand image and your internal culture.
Are You Looking for Things We Referenced?
• “New Research Shows Website Navigation May Be Losing You Customers” by Dan Gingiss
• “Fusion: How Integrating Brand and Culture Powers the World's Greatest Companies” by Denise Lee Yohn
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about new expectations for high-rise living, advances in fast food restaurant order placement, and techniques to stay top of mind in a world filled with distractions!
Bite-Sized Delight From the Episode:
• How in an era where people like to share their experiences (especially on social media) you can make sure to give your customers a great experience that is "something to talk about!”
• How to incorporate powerful human-to-human opportunities for connection - despite the fact that they might not be the most profitable.
• How to pay attention and show you pay attention in a more meaningful fashion
Are You Looking for Things We Referenced?
• "Thinking BIG: Danish architects have a radical vision to build a distinct condo community in Toronto" by Alex Bozikovic
• “Attention Pays - How to Drive Profitability, Productivity, and Accountability” by Neen James
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about crosswalk and elevator buttons that don't work, medical appointments that don't start on time, and a taste test that defies expectations!
Bite-Sized Delight From the Episode:
• How the “illusion of control” can make a customer feel a sense of ownership, when in reality, they have no control over the situation at all.
• How combining the acknowledgment of a mistake with a small gift can turn a customer’s experience from a frown to a smile.
• How transforming a taste-testing event into an unforgettable experience by inviting your potential customers to participate and personalize their beverage.
Are You Looking for Things We Referenced?
• “Illusion of Control: Why the World is Full of Buttons That Don't Work” by Jacopo Prisco
• “How to Create a Remarkable Experience Without Pulling Teeth” by Dan Gingiss
• Sipsmith Gin
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about the less-than-straight path of the typical B2B customer, the power of words as demonstrated by the one and only Mr. Rogers, and The Department of State’s efforts to make the customer journey efficient and effective!
Bite-Sized Delight From the Episode:
• How the non-linear, B2B customer journey is filled with efforts to find information, validate that information, and then align the seven internal stakeholders who need to buy in.
• How Mr. Rogers applied a 9 step process to make sure his language and messaging was understood by everyone in his audience.
• How The United States State Department developed an easy and efficient process for getting a passport in a hurry - while taking into consideration their “customers” needs and wants.
Are You Looking for Things We Referenced?
• "If You Think The Customer Journey Is Linear or a Funnel, New Research Suggests You Are Wrong." by Kimberly Whitler
• "Mr. Rogers Had a Simple Set of Rules for Talking to Children." - by Maxwell King
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about major customer experience fails that were so easy to avoid including: a server blaming the kitchen for a food mistake, a professional sports team not valuing a 34-year season ticket holder, and a B2B partnership that faltered when one company publicly bad mouthed the other!
Bite-Sized Delight From the Episode:
• How remarkable customer experiences hinge on having well-trained, happy employees who proudly represent your brand and understand their critical contribution to the customer experience.
• Why customer loyalty is earned over time and why it’s crucial to stay connected to your long-term customers.
• Why the experiences you give to your vendors and partners are just as important as the experiences you give your customers.
Are You Looking for Things We Referenced?
• “Don’t Blame Me. I Just Work Here.” by Shep Hyken
• Focus on Customer Service: Scotty's Brewhouse
• Why Loyalty Must Go Both Ways With Your Best Customers
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about a flight crew’s commitment to deliver an “out of this world” experience for their passenger, how ending a relationship is just as important as starting a relationship, and how moving doesn't have to be a nightmare experience.
Bite-Sized Delight From the Episode:
• How Southwest airlines went above and beyond to help a passenger create a once-in-a-lifetime photograph of The Great American Eclipse
• Why Audible’s process for canceling a subscription will keep customers coming back for more
• Why people - not boxes - are the most important component of a successful move
Are You Looking for Things We Referenced?
• “This Is The Most Amazing Photo Ever Taken From a Commercial Airplane” by Bill Murphy, Jr.
• Black Belt Movers
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn about a coffee shop that caters to the deaf community, constructing a media stand without going crazy, and an entire state dedicated to customer experience.
Bite-Sized Delight From the Episode:
• How Starbucks’ commitment to customer experience led to the creation of a store designed to serve deaf and hard of hearing patrons
• Target’s emotional handholding and confidence building for customers assembling furniture
• What government agencies can learn when they commit to customer experience
Are You Looking for Things We Referenced?
• "At Starbucks's New D.C. Store, Employees Will Know Sign Language" by Rachel Siegel
• Utah’s Statewide Customer Experience Program
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Learn how Hollywood has improved the act of waiting, how the Magic Kingdom continuously commits to customer experience, and how talking in the restroom can create a remarkable experience.
Bite-Sized Delight From the Episode:
• How Universal Studios cracked the code on waiting.
• Three principles Disney committed to in order to enhance the customer experience
• The Remarkable experience of Moaning Myrtle in the Universal Studios restroom
Are You Looking for Things We Referenced?
• Universal Studios
• Transformers Ride
• The Wizarding World of Harry Potter
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Listeners share their experiences, including how one employee turned a customer into a brand ambassador, a wedding photographer who got rave reviews before the photos were even delivered, and a luggage company that helped its customers adjust to new airline regulations.
Bite-Sized Delight From the Episode: * How one employee turned a customer into a brand ambassador. * Why wedding photography is about more than just the photos. * One smart luggage company’s response to shifting regulations. * The improvements customers are looking for in the B2B experience.
Are You Looking for Things We Referenced? * The Experience This! Survey * The CX Accelerator * Brown Family Photography * Chris Strub on Twitter * “Airline Smart Luggage Ban Goes Into Effect” by Grant Martin * The Next Generation of B2B Purchasing: Millennials, Marketplaces, and Digital Buying Preferences * Smarter CX by Oracle * Oracle CX Performance Assessment
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
The best way to get and respond to customer reviews, unexpected customer experiences when your car breaks down on a road trip, and a look at the good and the bad aspects of moving.
Bite-Sized Delight From the Episode: * How to handle customer reviews like a pro. * A road trip horror story turns into a remarkable customer experience. * The highs and lows of moving. * Why there’s room for growth in B2B digital buying channels.
Are You Looking for Things We Referenced? * How to Use Reviews to Turn Your Clients’ Local Searchers Into Customers * The Next Generation of B2B Purchasing: Millennials, Marketplaces, and Digital Buying Preferences * Smarter CX by Oracle * Oracle CX Performance Assessment
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
How Nespresso accounts for every moment in the customer experience lifecycle, the problem with introducing new technology to the customer experience, and whether or not the end of cash is in our future.
- An in-depth look at how Nespresso has perfected the customer experience lifecycle.
- Will digital wallets create a revolution in seamless customer experience, or is it further off than we think?
- When your new CX technology turns into a customer experience problem.
- The changes coming to B2B buying.
Are You Looking for Things We Referenced? * Episode 34 - Punks, Chains, and Nightlights! * "The Caffeinated Tale of Nespresso & How They Do Customer Experience Right" by Becky Roemen * "Cash Or Credit? Try Asking Your Customer" by Dan Gingiss * The Next Generation of B2B Purchasing: Millennials, Marketplaces, and Digital Buying Preferences * Smarter CX by Oracle * Oracle CX Performance Assessment
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
The shift in CX towards a living brand experience, the ins and outs of real estate listings, and why the last day of a customer's experience is as important as their first day.
Bite-Sized Delight From the Episode: * How to create a living brand experience. * Improving the real estate experience. * Why your customers’ last day with your business is just as important as their first day. * The reason that customer expectations continue to rise.
Are You Looking for Things We Referenced? * "Inside The Living Brand Experience" by Tali Krakowsky and Jorge Aguilar * “3 Ways Your Retail Shoppers Have Changed and How to Keep Up in the Digital Age” from Smarter CX * Smarter CX by Oracle * Oracle CX Performance Assessment
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Why direct messaging is crucial to the customer experience of tomorrow, when a "free" cruise isn't really free, and how a CEO reports to his employees.
Bite-Sized Delight From the Episode: * Why messaging and automation are the future of customer service. * The problem with offers that aren’t everything they promise to be. * A tire company with a remarkable management structure. * The challenge of personalizing every interaction.
Are You Looking for Things We Referenced? * Message Me by Joshua March * "How a Humble Culture and Self-Deprecating CEO Fuels This $130 Million Tire Company" by Blake Morgan for Forbes * “3 Ways Your Retail Shoppers Have Changed” from Smarter CX * Smarter CX by Oracle * Oracle CX Performance Assessment
We follow Joey around for a great day of customer experience, including a visit to Bed Bath & Beyond that gave him new hope for the retail experience, a doctor's visit that was actually fun, and a wonderful dinner with great presentation.
Bite-Sized Delight From the Episode: * How Bed Bath and Beyond provided a great retail experience. * A visit to the doctor’s office that was actually fun. * Creating a storytelling-worthy experience, one piece of sashimi at a time. * The relationship between the retail experience and the online experience.
Are You Looking for Things We Referenced? * Neil Pasricha’s Institute of Global Happiness * 3 Ways Your Shoppers Have Changed, and How to Keep Up in a Digital Age by Oracle * Smarter CX by Oracle * Oracle CX Performance Assessment
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
How one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and what blockchain means for the future of CX.
Bite-Sized Delight From the Episode: * Why attention to the little things are what create surprise and delight for your customers. * A company that gives you the chance to use mementos to make a lasting impression. * Blockchain and the future of CX. * Why the customer experience glass is half full for some CX leaders, and half empty for others.
Are You Looking for Things We Referenced? * "3 Ways to Stand Out From All the Other Salespeople" by Dan Gingiss * "How Blockchain Could Transform the Customer Experience" by Kaye Chapman * “Are All Modern CX Leaders Skeptics?” on SmarterCX * Smarter CX by Oracle
The question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail experience.
Bite-Sized Delight From the Episode: * The one question you need to ask to test your customer experience. * The wall of shame for the retail experience. * The best and worst of shopping at retail stores. * Retail trends for 2018 that you can’t afford to miss.
Are You Looking for Things We Referenced? * Would You Do That to Your Mother by Jeanne Bliss * Make Mom Proud * #retailfail on Twitter * “6 Hot Retail Trends in 2018” on SmarterCX * Smarter CX by Oracle * The Oracle CX Assessment Tool
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
What the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to making great introductions.
Bite-Sized Delights From the Episode:
- How adding friction early in the customer experience can get customers to invest in the relationship.
- The keys to making a great introduction.
- A close look at how you can tap into the feedback loop that gets customers engaged.
- Why every industry needs to worry about disruption.
Are You Looking for Things We Referenced? * "This is Your Brain On Boarding: How to Turn Visitors Into Users" by Nir Eyal * "Adding Friction to Onboard Customers and Employees" by Robert Richman * Smarter CX by Oracle * The Oracle CX Assessment Tool
The future of virtual reality in the customer experience, the effects of fiction coming to life on the big screen, and how the future is (or isn’t) all about VR.
Bite-Sized Delights From the Episode: * New ways that companies are using virtual reality in the customer experience. * A look at what the Ernest Cline’s novel, Ready Player One, can tell us about the future of CX. * Joey and Dan square off over how big VR will actually become. * A look at the importance of customer loyalty programs.
Are You Looking for Things We Referenced? * "6 Examples of Companies using VR to Improve CX" by Diana Lebrien * Ready Player One by Ernest Cline * “Can We Create New Sense for Humans” - TED Talk by David Eagleman * Smarter CX by Oracle * The Oracle CX Assessment Tool
How brands are using post-purchase engagement to position themselves in the lives of their customers, how one company turned a typo into viral marketing, and our listeners weigh in on the highs (and lows) of the hotel experience.
Bite-Sized Delights From the Episode: * Why post-purchase engagement is the future for great brands. * How typos can turn into opportunities. * What our listeners love and can’t stand about the hotel customer experience. * What customer experience professionals need to understand their audience better.
Are You Looking for Things We Referenced? * "Meet the 'Grammar Vigilante' of Bristol" * "The Most Successful Brands Focus on Users — Not Buyers" in the Harvard Business Review * Smarter CX by Oracle * The Oracle CX Assessment Tool
How Peloton’s customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC’s clever response to a chicken shortage.
Bite-Sized Delights From the Episode: * How Peloton’s customer service response turned a bad experience into a memorable one. * Delta’s unique approach to helping folks fly with kids. * KFC’s edgy ad in response to a chicken shortage crisis in the UK. * Why millennials want the mobile experience more aligned with the in-store experience.
Are You Looking for Things We Referenced? * "Okay, KFC’s Ad About Its Chicken Shortage Is Pretty Great" by Clint Rainey * “Empower Your Team To Over Deliver in Customer Service – My Peloton Story” by Matt Ward * Smarter CX by Oracle * The Oracle CX Assessment Tool
How even a restroom can make for an unexpected customer experience, what most businesses miss about the importance of employee interactions, and why simple is good for everyone.
Bite-Sized Delights From the Episode: * Why an unexpected customer experience creates powerful word-of-mouth. * The difference between how you think you impact your brand and how customers experience it. * How you can take a page from the Cubs. * An opportunity to learn more about customer experience.
Are You Looking for Things We Referenced? * "Brands and Consumers Differ on What Makes a Poor Brand Experience" by Jennifer King * Smarter CX by Oracle * The Oracle Modern Customer Experience Conference, April 10-12 in Chicago
How small customer experience improvements can add up to big changes, why signs tell you more than just where the bathroom is, and the do's and don'ts of return policies.
Bite-Sized Delights From the Episode: * How you can use small customer experience improvements to make a big impact. * Why L.L. Bean changed their famous return policy. * What office signage says about worker morale. * Using customer segmentation to deal with problem customers.
Are You Looking for Things We Referenced? * "This Coach Improved Every Tiny Thing by 1 Percent and Here’s What Happened" by James Clear * Smarter CX by Oracle
How you can turn mistakes into customer experience opportunities, IKEA’s risky marketing move that pays off, and what we can learn from a great meal delivery service.
Bite-Sized Delights From the Episode: * How the 404 error message can turn mistakes into customer experience opportunities. * A great meal delivery service’s tricks for serving a great experience along with lunch. * IKEA’s bold experiential ad campaign. * The origins of CRM.
Are You Looking for Things We Referenced? * "404 Error Page Sales" by Neil Patel * "Ikea Wants You to Pee on This Ad. If You’re Pregnant, It Will Give You a Discount on a Crib" by Tim Nudd * Smarter CX by Oracle
Why technology is never as easy as it should be, how a commuter train line uses a simple piece of paper to change your workday, and one man’s journey across all 50 states.
Bite-Sized Delights From the Episode: * What you can learn from one commuter train line about anticipating your customer’s needs. * Why listening to customers is more vital than ever as technology gets more and more complicated. * Chris Strub’s journey volunteering in 50 states over 100 days. * What you can learn about customer experience from Star Wars.
Are You Looking for Things We Referenced? * "Everything is too complicated" by Nilay Patel * 50 States, 100 Days by Chris Strub * "3 Things Star Wars Teaches Us About Customer Experience" on Smarter CX * Smarter CX by Oracle
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
This week we look at things from a kids-eye view: how one company is making learning about science into an experience for kids, what some real kids think about science when it’s fun, and what kids love and can’t stand about going to school.
Bite-Sized Delights From the Episode: * What classroom learning can teach us about creating a remarkable customer experience. * How one teacher has created a company that changes the way kids experience science. * How our experiences at school carry over into the workplace. * Why speed matters when resolving a customer service issue.
Are You Looking for Things We Referenced? * Steve Spangler Science * Smarter CX by Oracle
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
How getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you'll never forget, and the difference between a good salesperson and a great salesperson.
Bite-Sized Delights From the Episode: * Why The First 100 Days® are key to creating lifelong customers * How one company blended information, fun, and experience to create an unforgettable day on the ocean. * Why being a great salesperson means being a good person. * Why customer retention is one of the best investments you can make.
Are You Looking for Things We Referenced? * Don't Be a Good Salesperson, Be a Good Person by Sami Halabi * Beneath the Waves * Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman * Smarter CX by Oracle
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Why customer service and marketing must collaborate, the dos (and don’ts) of conferences, and why a phone call is more important than you think.
Bite-Sized Delights From the Episode: * How REI’s customer service and marketing collaborate to provide a coordinated customer experience. * The keys to throwing a great conference, and what you need to look out for. * How typos and dated paperwork made a bad experience even worse. * Why most customers still prefer to reach you by phone.
Are You Looking for Things We Referenced? * 6 Reasons to Unite Your Customer Service and Marketing on Social Media by Josh Rickel * Dan's dad's "Bipsy" results * Smarter CX by Oracle
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
How one hotel group won more Michelin stars than any other, why thinking ahead is the best way to surprise your customers, and why the people with your customer are just as important as your customer.
Bite-Sized Delight From the Episode: * How a surprise made Joey’s stay at a hotel remarkable. * What Mandarin Oriental did to win more Michelin stars than any other hotel group in the world. * Businesses that win big by taking care of the “bystanders” who come along with their customers.
Are You Looking for Things We Referenced? * How Mandarin Oriental Won 18 Michelin Stars * The Fairmont Banff Springs * Mountain Galleries at the Fairmont * The Personalization Imperative for Content Marketing * Smarter CX by Oracle
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Why MORE means more for your customers, a simple and free idea to build customer relationships, and what you can learn from a Manhattan electronics store's "creative" prices.
Bite-Sized Delight From the Episode: * How something unrelated to your business can be a great way to build strong customer relationships. * Why making your life harder is the best way to make the customer experience better. * Joey’s fateful trip to a Manhattan electronics store with a “creative” pricing system. * Why customer experience is key to word-of-mouth marketing.
Are You Looking for Things We Referenced? * More Is More by Blake Morgan * Jacob Burns Film Center * Jacob Burns Film Center Cookbook * Smarter CX by Oracle
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Why customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate.
Bite-Sized Delight From the Episode: * Customer experience creates your brand, not the other way around. * Being consistently amazing is about building amazing habits. * Why customer experience is the biggest opportunity of 2017.
Are You Looking for Things We Referenced? * Why the customer experience function should now be in control of the brand * Be Amazing or Go Home by Shep Hyken * Forrester CX Index * Forbes: Forrester's US Customer Experience Index: CX Quality Worsened In 2017
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
A look at how Disney is using CX analytics, what an incredible dinner can teach you about making a memorable customer experience, and what an 80s classic has to do with building your brand.
Bite-Sized Delight From the Episode: * How Disney uses cutting edge tech to remove friction and deliver a memorable customer experience. * The ingredients that make Flagstaff House an experience you’ll never forget. * What you can learn from the Ah-ha’s acoustic version of their seminal 80s classic, “Take On Me.”
Are You Looking for Things We Referenced? * Disney Uses Big Data, IoT And Machine Learning To Boost Customer Experience * Heard the Forecast? Top Cx Predictions for 2018: Influencers Speak * “Take On Me” 1986 music video * “Take On Me” Live for MTV Unplugged at Giske in 2017
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key.
Bite-Sized Delight from the Episode:
- Why a remarkable customer experience is the best way to create word-of-mouth marketing.
- Where experts think CX is headed in 2018: AI, conversational commerce, more seamless and omnichannel customer journeys, and social media.
- Smart companies turn problems into opportunities, even if it’s a problem they didn’t create.
Are You Looking for Things We Referenced?
- Heard the Forecast? Top Cx Predictions for 2018: Influencers Speak
- Chewy.com
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Why exceptional customer service doesn't happen by accident, how to surprise and delight your customers, and the lessons we can learn from going to the big game.
Bite-Sized Delight from the Episode:
- Surprise and delight isn’t a strategy, it comes from going above and beyond when you don’t have to.
- Great customer service means constant work and a commitment to your employees.
- At the end of the day, employees are always central to the customer experience.
Are You Looking for Things We Referenced?
- Dan’s Fireplace Guy (ask for Bryan Smyth)
- Dan’s Gutter Guy
- The Corner Stop in Dousman, WI
- MagnaPin
- 10 Steps to Glowing Customer Service Reviews and Survey Results, Even if You Just Got Slammed by Micah Solomon Re
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Why you shouldn't be afraid to publicly admit your mistakes, how Netflix brought fun to its required communications, and how you can harness the power of positive feedback.
Bite-Sized Delight From the Episode: * Great customer service starts with leadership. * Having fun with required communications can buy you a lot of good will. * Experiential marketing helps customers understand your value by trying it for themselves.
Are You Looking for Things We Referenced? * Episode 9 - How Restaurants, Health Insurers, and Nike Make R * Billionaire Elon Musk responds to unhappy Tesla customer on a Friday night, teaching a brilliant lesson in customer service * Netflix Ends Unauthorized 'Stranger Things' Bar With A Super Classy Letter * Principles by Ray Dalio * Sleepless Over Customer Experience: Small Business Leaders Top Sales and Service Concerns and How to Fix Them
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Bite-Sized Delight From the Episode: * When you create a new customer experience, somebody needs to try it out and see if it’s easy for your customers. * Great customer service goes hand-in-hand with corporate culture. * Experiential marketing helps customers understand your value by trying it for themselves.
Are You Looking for Things We Referenced? * Toister Performance Solutions * The Service Culture Handbook * Sleepless Over Customer Experience: Small Business Leaders Top Sales and Service Concerns and How to Fix Them
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
We look at everything that goes into providing an exceptional customer experience, from making a positive impact when your customers contact support to the crucial element of face time with customers for each member of your organization.
Bite-Sized Delight From the Episode: * All employees can benefit from dealing with customers. * Be clear about what you can and can’t do and manage expectations. * Your customer experience is being compared to everyone, not just companies in your industry.
Are You Looking for Things We Referenced? * Episode 9 - How Restaurants, Health Insurers, and Nike Make Remarkable Experiences * Network Health Wisconsin on Twitter * The Outsized Impact of Invisible Service Providers * Understanding Health Insurance * The 5 9 Customer Service Index
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Bite-Sized Delight From the Episode: * Encouraging employees to walk a mile in customers' shoes can only make your customer experience better. * Shockingly few business owners prioritize building customer relationships. * Often, it's the tiny details that elevate a customer experience from lackluster to luxurious.
Are You Looking for Things We Referenced? * Why Hyatt Designed Its New Headquarters To Feel Like Its Hotels * Sleepless Over Customer Experience: Small Business Leaders Top Sales and Service Concerns and How to Fix Them * Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Bite-Sized Delight From the Episode: * Delta is delighting passengers with its new (totally free) in-flight entertainment streaming platform. * Household AI technologies may be shaping children's development. * Yes, consumers do attach a monetary value to first-rate customer experience.
Are You Looking for Things We Referenced? * Growing Up with Alexa * Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
We could all be doing more to answer customer questions, pre-empt their needs, and deliver a pitch-perfect customer experience.
Bite-Sized Delight From the Episode: * Most online shoppers can't make a purchase without needing to contact customer support. * More and more users are turning to Google with "how-to" search queries. * Build trust by telling your customers the whole story—not just the part that benefits you financially.
Are You Looking for Things We Referenced? * Andrew Hutchinson (@adhutchinson) on Twitter * Google Releases New Report on the Most Popular 'How-To' Searches * They Ask You Answer * Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Make sure your remarkable customer experience is memorable for the right reasons, whether you're running a diner or an insurance company.
Bite-Sized Delight From the Episode:
- Customer demand for personalized products and experiences is increasing, and customer experience designers must be ready.
- Make sure your customer experience is remarkable for the right reasons—not, for instance, because orders get fumbled.
- Heavily siloed departments make for poor, inconsistent customer interactions.
Are You Looking for Things We Referenced?
- "Nike made me a pair of custom sneakers in 46 minutes"
- 4 basic health insurance terms 96% of Americans don’t understand
- Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Customer loyalty is most vulnerable when they are being transitioned from sales to management/maintenance. Keep your customers happy here and you'll earn their business for years to come. So don't pull a CX bait-and-switch by fumbling the handoff!
Bite-Sized Delight from the Episode:
- How alternative swear words can cut the tension and keep your brand human during tough situations.
- Why going above and beyond will always pay off when it comes to customer loyalty.
- The transition from sales to customer retention sets the tone for your relationship... handle them with care!
Are You Looking for Things We Referenced?
- Reach for these words when #@$&! won't do by Eric Zorn
- Customer Service Reminder: Don't Drop The Ball On The Handoffs by Micah Solomon
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Five-year business plans? More like 500-year business plans! Good customer service combined with a deep knowledge of your buyer's tools, behaviors, and complaints can help your business rise above the competition and win the race for year after year (after year after year after year...).
Bite-Sized Delight from the Episode:
- Encourage playful interactions with your customers to create an experience that makes them feel comfortable about your product/service.
- How moving past the hottest trends of today leads to a marketing plan that outlasts the rest.
- Why customer complaints can be a godsend to turning your company's detractors into an army of advocates.
Are You Looking for Things We Referenced?
- Siri sings “I See a Little Silhouetto of a Man”
- Perennial Seller by Ryan Holiday
- Why Customers Complain and How It Can Help Your Business
- Focus on Customer Service podcast - How Nextiva Makes B2B Social Care Cool
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Happy customers are what make your world go round. Creating advocates through thoughtful AI, engagingly catchy music, and rewards programs will cultivate the repeat business that will keep your company alive for years to come.
Bite-Sized Delight from the Episode:
- Why successful automation means the right balance between AI and human engagement.
- Just because it's required doesn't mean it needs to be boring, un-engaging, or pathetic.
- The worst thing you can do is have a rewards program for loyal customers that is not actually rewarding.
- CX is trending towards less human interaction and more bot engagement but the transition has to be done right.
Are You Looking for Things We Referenced?
- Why Marketers Are Betting on Bots
- Dilbert: Customer Disloyalty Program
- Five Data Driven Tech Trends Shaping Customer Experience in 2017 and How Businesses Can Quickly Adapt
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Getting your customers in the door means winning first impression, no matter the quality of the product, while getting them to come back means showing them you trust them not to steal anything.
Bite-Sized Delight from the Episode:
- Why every interaction you have with a customer is an opportunity to both build trust and show trust with them.
- How even the tiniest changes to the experience can drastically affect how a customer sees it.
- Why Twitter is like a couple of people sitting around the fire having a lot of conversations while the rest of the world tunes out.
Are You Looking for Things We Referenced?
- Do You Trust Your Customer and Do Your Customers Trust You? by Shep Hyken
- Mindless Eating: Why We Eat More Than We Think by Brian Wansink
- @thejoeycoleman
- Is Twitter in 2017 Even Worth the Trouble?
- Report: 2017 Social Media Benchmarks
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Two things can transform the experience of any customer: trust and superfans. Trust your customers, tell inside jokes to superfans, and you will be rewarded with repeat business.
Join us as we discuss:
- How watching a melting block of ice can be the perfect content for a superfan.
- Why Lands' End lets you return that ratty old sweater after a decade.
- Looking for customer experience? Ask your employees!
Bite-Sized Delight from the Episode:
- How engaging with superfans means niched content that creates viral advocates.
- Why building a long-term customer base means trusting them to do the right thing.
- How bringing marketing, sales, and customer service under the same wing where everybody is communicating leads to better serving our customers.
Are You Looking for Things We Referenced?
- 4 Ways Game of Thrones Excels at Building Social Media Hype by Deborah Sweeney
- Many Happy Returns
- Guaranteed. Period.
- They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer by Marcus Sheridan
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Mandatory presentations are infamously dull. But in the right hands, it can be a customer experience opportunity. If you can make the required become remarkable, you will be positively seared in their memory forever!
Join us as we discuss:
- Have fun with the legalese and become remarkable.
- Say my name! (And I'll remember you forever)
- Emojis and subject lines... match made in heaven? (Sometimes!)
Bite-Sized Delight from the Episode:
- When you make the required become remarkable, you actually achieve what it was that you were trying to do in the first place while being more memorable.
- To make the biggest impact on customer experience, start with the small stuff. And don't forget their name!
- Cutting through spam can be as easy as a well-placed emoji.
Are You Looking for Things We Referenced?
- Delta Airlines Safety Video
- An Unexpected Briefing and The Most Epic Safety Video Ever Made from Air New Zealand
- Infographic: The Performance of Emojis in Email Subject Lines
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
In life and customer experience, it's all about the little things. From faucets to playing host at a party, you can create a truly exceptional experience with careful attention to small but simple details that won't go unnoticed by grateful customers.
Join us as we discuss:
- Why irons and faucets need to talk to each other to avoid a customer experience catastrophe (silos never prosper)
- How stalking your customers and listening to employees can lead to an elevated surprise-and-delight experience (knowing your customers and pleasing your employees is beneficial for everybody)
- The perfect client dinner (without making a sale!)
Bite-Sized Delight from the Episode:
- The smallest changes can have a big impact on customer experience so it's key to communicate across the organization and ensure everybody has a clear map of the customer's journey.
- Two customer experience advisory boards (one for customers, one for employees) can completely turn your business around... in a good way!
- When you introduce interesting and influential people to each other and sparks fly and chemistry happens, they will always remember who made the introduction.
- Engaging with all customers, happy and angry, on social is a huge opportunity to grow your brand. So start Tweeting!
Are You Looking for Things We Referenced?
- You Can Collect Customer Data and Deliver a Better Experience Without Violating Privacy by Michel Falcon
- MastermindTalks
- Mastermind Dinners: Build Lifelong Relationships By Connecting Experts, Influencers, and Linchpins
- Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now from our friends at Oracle CX Cloud
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!
Your customers are changing faster than ever before. In the past, you were compared to your competitors. Now your customers compare you to everyone they do business with - including innovation powerhouses like Uber, Amazon, Netflix, Airbnb and Tesla.
Join us as we discuss:
- the dirty little secret your customers don’t want you to know (that they are judging you based on their experience with other brands)
- ice-cream surprise (who knew Alexa could take orders from a pint-sized dictator?)
- customer frustration detection (a way to maximize your customer experience and simplify)
Bite-Sized Delight from the Episode:
- Expand your competitive set beyond your direct competitors.
- Why gaining valuable insight into customer's habits and behaviors means playing with the fun tools and devices they use at home.
- Check in on any systems you’ve previously automated to make sure they are still functioning as well as they could and should.
Are You Looking for Things We Referenced?
- Are Your Customers Cheating On You? http://bit.ly/2y4c0qt - by Shep Hyken
- Three Ways Companies Can Simplify Customer Service and Make People Happier http://tek.io/2y5Ps90 - by Mary Shacklett
- Digital Transformation: The Three Areas of Customer Experience to Invest in Right Now http://www.oracle.com/connectedCX - from our friends at Oracle CX Cloud - thanks for sponsoring the show!
- Gino’s Chicago Style Pizza: https://Gino’s.com/
Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!