EP185: Reading, Resigning, and Retaining!
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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...
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EP184: Computers, Computers, and More Computers!
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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. •...
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EP183: Super Fans, Super Stars, and Super Answers!
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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...
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EP182: Avoiding, Bettering, and Ending!
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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...
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EP181: Playing, Placing, and Personalizing!
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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...
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EP180: Laughing, Enrolling, and Predicting!
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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...
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EP179: Condiments, Content, and Connections!
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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...
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EP178: Birdie, Squishy, and Sippy!
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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...
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EP177: Pâté, Partage, and Punch!
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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...
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EP176: Expressing, Hearing, and Singing!
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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...
info_outlineLearn 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
• 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: