Experience This!
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
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EP185: Reading, Resigning, and Retaining!
02/28/2023
EP185: Reading, Resigning, and Retaining!
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? • - by Joey Coleman • - by Joey Coleman • Special Giveaway for Experience This! Show Listeners: Fan Prize 1) Purchase one copy of Never Lose an Employee Again on 2) Send receipt to: [email protected] 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 2) Send receipt to: 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: [email protected] 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" • - by Marcus Sheridan • • • • • • • The Experience This! Show Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" and "" - keynote speaker and author of "" and ""
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EP184: Computers, Computers, and More Computers!
02/21/2023
EP184: Computers, Computers, and More Computers!
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? • • • • • • • • • • - from Star Wars • - from Lost • The Experience This! Show Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP183: Super Fans, Super Stars, and Super Answers!
02/14/2023
EP183: Super Fans, Super Stars, and Super Answers!
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? • - by Brittany Hodak • - countertop composting • - fiction writer of the The Terminal List series • - print postage at home! • - by Peter Zeihan • - by Joey Coleman • - by Alan Alda • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP182: Avoiding, Bettering, and Ending!
12/20/2022
EP182: Avoiding, Bettering, and Ending!
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? • "" - by Leslie Josephs on CNC.com • - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • "" - by Jim Tincher • - By Hannah Lang, Doina Chiacu, and Trevor Hunnicutt on Reuters • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP181: Playing, Placing, and Personalizing!
12/13/2022
EP181: Playing, Placing, and Personalizing!
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? • "" - by Kristi Herold at JAM • , Global Innovation Evangelist at Salesforce • - as featured on 60 Minutes • - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP180: Laughing, Enrolling, and Predicting!
12/06/2022
EP180: Laughing, Enrolling, and Predicting!
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? • “" - by Greta Jaruševičiūtė at BoredPanda • - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP179: Condiments, Content, and Connections!
11/29/2022
EP179: Condiments, Content, and Connections!
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? • “" - by Adele Peters on FastCompany.com • Ryan Anderson's website experience parody "" • - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • - perfect gifts for brilliant children • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP178: Birdie, Squishy, and Sippy!
11/22/2022
EP178: Birdie, Squishy, and Sippy!
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? • “" by Maggie Hiufu Wong at CNN Travel • - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • - by Joseph A. Michelli • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP177: Pâté, Partage, and Punch!
11/15/2022
EP177: Pâté, Partage, and Punch!
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? • “” by Will Guidara • modern French dining in Las Vegas • - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP176: Expressing, Hearing, and Singing!
11/08/2022
EP176: Expressing, Hearing, and Singing!
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? • "" - by Ayesha Rascoe on NPR • "" - by Sam Forsdick in Raconteur • - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • (PACE) • • The Experience This! Show Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP175: In the Flow, On the Go, and In the Know!
11/01/2022
EP175: In the Flow, On the Go, and In the Know!
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? • • - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • in Las Vegas • - Director of Sales & Marketing at The ENGLiSH Hotel in Las Vegas • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP174: Safety, Savings, and Satisfaction!
10/25/2022
EP174: Safety, Savings, and Satisfaction!
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? • “" - by Ian Bruce (VP and Principal Analyst, Forrester Research) and Mike Pregler (VP and Research Director, Forrester Research) • - by American Banker and Monigle • - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • The Experience This! Show Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP173: Stockouts, Silences, and Storytelling!
10/18/2022
EP173: Stockouts, Silences, and Storytelling!
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? • “" - 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. • • Experience This - - "Pizzability, Usability, and Adaptability!" • • - Digital Welcome Book • - Marthasville, Missouri rental with great story conceived by Tyann Marcink Hammond • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP172: Storms, Responses, and Forks!
10/11/2022
EP172: Storms, Responses, and Forks!
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? • (Commonwealth Edison Company) • Experience This - • - by Jay Baer • - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • • • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP171: Valyrian, Mandalorian, and Amazonian!
10/04/2022
EP171: Valyrian, Mandalorian, and Amazonian!
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? • "" - from the DuoLingo blog • • May the 4th Be with You - • - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Amazon • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP170: Lovers, Singers, and Winners!
09/27/2022
EP170: Lovers, Singers, and Winners!
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? • - by Hootsuite and Talkwalker • • "" by Alex Cornell • • - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • "" by Bobby Marhamat for RetailCustomerExperience.com • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP169: Adjustments, Addresses, and Appointments!
09/20/2022
EP169: Adjustments, Addresses, and Appointments!
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? • • • • • - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • - No Appointment Required Oil Changes • The Experience This! Show Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP168: 1040s, 9 and 3-4, and 404s!
09/13/2022
EP168: 1040s, 9 and 3-4, and 404s!
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? • “” - by Samantha Nelson in the Chicago Tribune • - by Dan Gingiss • Dan's about 404 Error Pages • Experience This - Episode 26 - "" • - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP167: Lucy, Harry, and Spidey!
09/06/2022
EP167: Lucy, Harry, and Spidey!
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? • • • - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • “” - by Emerald Pellot in Yahoo! News "In the Know" • Ryan Kelly - • The Experience This! Show Learn more about the Experience This Show and the hosts: - keynote speaker and author of "" - keynote speaker and author of ""
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EP166: Retailers, Subscriptions, and Mutual Funds!
05/24/2022
EP166: Retailers, Subscriptions, and Mutual Funds!
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? • - by Jinjoo Lee in the Wall Street Journal • - Green Cleaning Products • - an ebook by our friends and partners at Mitel • - by Erin Arvedlund in the Philadelphia Inquirer • Learn more about the Experience This Show and the hosts:
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EP165: Fallon, Fans, and Fostering!
05/17/2022
EP165: Fallon, Fans, and Fostering!
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? • - by Emily DeBrito Brady on LinkedIn • • - podcast production agency for B2B brands • - by Jesse Cole • - an ebook by our friends and partners at Mitel • • Learn more about the Experience This Show and the hosts:
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EP164: Clothing, Catchers, and Communication!
05/10/2022
EP164: Clothing, Catchers, and Communication!
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? • "" - Suzanne Kapner in the Wall Street Journal • • - an ebook by our friends and partners at Mitel • - by Podium • Learn more about the Experience This Show and the hosts:
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EP163: Beginnings, Middles, and Endings!
05/03/2022
EP163: Beginnings, Middles, and Endings!
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? • • • - by Alan Stein, Jr. • - an ebook by our friends and partners at Mitel • • Learn more about the Experience This Show and the hosts:
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EP162: Crimes, Deliveries, and Charles Dickens?!
04/26/2022
EP162: Crimes, Deliveries, and Charles Dickens?!
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? • "" by Ross Yoder at BuzzFeed • - an ebook by our friends and partners at Mitel • "" - by Chattermill • Learn more about the Experience This Show and the hosts:
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EP161: Van Gogh, Oh No, and Duo!
04/19/2022
EP161: Van Gogh, Oh No, and Duo!
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? • - Minneapolis, Minnesota (and other locations) • for the Immersive Van Gogh Exhibit • - an ebook by our friends and partners at Mitel • - by Jenny Blake • • • "" by Emily Chiu and Sam Zabell • Learn more about the Experience This Show and the hosts:
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EP160: Data, Protein, and Google!
04/12/2022
EP160: Data, Protein, and Google!
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? • "” - by Michelle Hawley at CMSWire • - an ebook by our friends and partners at Mitel • • with Help Scout • - by brightlocal • Learn more about the Experience This Show and the hosts:
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EP159: Bananas, Burgers, and Bu-Byes!
04/05/2022
EP159: Bananas, Burgers, and Bu-Byes!
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 - • • - an ebook by our friends and partners at Mitel • • • • “” - by Karen Weise in The New York Times • • Learn more about the Experience This Show and the hosts:
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EP158: Dining, Designing, and Priming!
03/29/2022
EP158: Dining, Designing, and Priming!
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? • "" - by Pete Wells in the New York Times • - Experience This Show!, Season 4, Episode 82 • - by Annette Franz • • • Learn more about the Experience This Show and the hosts:
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EP157: Revisiting, Revising, and Refining!
03/22/2022
EP157: Revisiting, Revising, and Refining!
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 - • Jayson Gaignard - • Michael Potts - • • - by Emily Burack in Town & Country Magazine • • with Help Scout • - by Nir Eyal • - by Jenny Blake • Learn more about the Experience This Show and the hosts:
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EP156: Witty, Wowing, and Wonky!
03/15/2022
EP156: Witty, Wowing, and Wonky!
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? • - a fun place to work with fun marketing • - by GetFeedback • • - by Geoffrey James on Inc.com • - by Minda Zetlin on Inc.com • Learn more about the Experience This Show and the hosts:
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