Experience This! artwork

Experience This!

190 episodes - English - Latest episode: about 1 year ago - ★★★★★ - 53 ratings

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

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Episodes

EP185: Reading, Resigning, and Retaining!

February 28, 2023 08:00 - 1 hour - 182 MB

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 - Researc...

EP184: Computers, Computers, and More Computers!

February 21, 2023 08:00 - 51 minutes - 74.5 MB

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 custo...

EP183: Super Fans, Super Stars, and Super Answers!

February 14, 2023 08:00 - 59 minutes - 85.4 MB

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 y...

EP182: Avoiding, Bettering, and Ending!

December 20, 2022 08:00 - 43 minutes - 63.2 MB

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...

EP181: Playing, Placing, and Personalizing!

December 13, 2022 08:00 - 38 minutes - 56.1 MB

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 Usin...

EP180: Laughing, Enrolling, and Predicting!

December 06, 2022 08:00 - 33 minutes - 49.6 MB

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 m...

EP179: Condiments, Content, and Connections!

November 29, 2022 08:00 - 35 minutes - 49 MB

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 Wan...

EP178: Birdie, Squishy, and Sippy!

November 22, 2022 08:00 - 39 minutes - 55 MB

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.  •...

EP177: Pâté, Partage, and Punch!

November 15, 2022 08:00 - 37 minutes - 54.7 MB

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 tab...

EP176: Expressing, Hearing, and Singing!

November 08, 2022 08:00 - 35 minutes - 49.1 MB

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 tha...

EP175: In the Flow, On the Go, and In the Know!

November 01, 2022 07:00 - 28 minutes - 38.8 MB

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. • ...

EP174: Safety, Savings, and Satisfaction!

October 25, 2022 07:00 - 41 minutes - 56.7 MB

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. • Do...

EP173: Stockouts, Silences, and Storytelling!

October 18, 2022 07:00 - 29 minutes - 40.4 MB

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 Airpo...

EP172: Storms, Responses, and Forks!

October 11, 2022 12:50 - 28 minutes - 39.5 MB

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 Consum...

EP171: Valyrian, Mandalorian, and Amazonian!

October 04, 2022 07:00 - 30 minutes - 42 MB

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 ...

EP170: Lovers, Singers, and Winners!

September 27, 2022 07:00 - 27 minutes - 38.6 MB

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 smile...

EP169: Adjustments, Addresses, and Appointments!

September 20, 2022 07:00 - 30 minutes - 41.5 MB

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 wh...

EP168: 1040s, 9 and 3-4, and 404s!

September 13, 2022 07:00 - 33 minutes - 46.5 MB

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.  • Th...

EP167: Lucy, Harry, and Spidey!

September 06, 2022 07:00 - 33 minutes - 46.6 MB

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...

EP166: Retailers, Subscriptions, and Mutual Funds!

May 24, 2022 07:00 - 37 minutes - 52.3 MB

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 increas...

EP165: Fallon, Fans, and Fostering!

May 17, 2022 07:00 - 41 minutes - 56.9 MB

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 ...

EP164: Clothing, Catchers, and Communication!

May 10, 2022 15:22 - 35 minutes - 49.5 MB

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 ...

EP163: Beginnings, Middles, and Endings!

May 03, 2022 07:00 - 43 minutes - 60.2 MB

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 ...

EP162: Crimes, Deliveries, and Charles Dickens?!

April 26, 2022 07:00 - 28 minutes - 38.9 MB

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...

EP161: Van Gogh, Oh No, and Duo!

April 19, 2022 07:00 - 34 minutes - 46.9 MB

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 K...

EP160: Data, Protein, and Google!

April 12, 2022 07:00 - 38 minutes - 53.5 MB

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 mea...

EP159: Bananas, Burgers, and Bu-Byes!

April 05, 2022 07:00 - 31 minutes - 43 MB

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-Minde...

EP158: Dining, Designing, and Priming!

March 29, 2022 07:00 - 34 minutes - 47.5 MB

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...

EP157: Revisiting, Revising, and Refining!

March 22, 2022 07:00 - 45 minutes - 62.2 MB

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 seri...

EP156: Witty, Wowing, and Wonky!

March 15, 2022 07:00 - 36 minutes - 49.7 MB

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 sym...

EP155: Paying, Personifying, and Participating!

March 08, 2022 08:00 - 35 minutes - 49.2 MB

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 personifyi...

EP154: Puppies, Sunglasses, and Movies!

March 01, 2022 08:00 - 35 minutes - 49.5 MB

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...

EP153: Flexibility, Mobility, and Accessibility!

February 22, 2022 08:00 - 34 minutes - 46.9 MB

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...

EP152: Wishes, Orders, and Courtesies!

February 15, 2022 08:00 - 36 minutes - 58.5 MB

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....

EP151: Soliciting, Scoring, and Scaring!

February 08, 2022 08:00 - 36 minutes - 58.1 MB

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 U...

EP150: Alignment, Entertainment, and Accomplishment!

December 21, 2021 08:00 - 34 minutes - 56 MB

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...

EP149: Masterplans, Motorcycles, and Monotasking!

December 14, 2021 08:00 - 35 minutes - 57 MB

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 (l...

EP148: Competency, Abilities, and Obsession!

December 07, 2021 08:00 - 25 minutes - 35.1 MB

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-...

EP147: Staying, Smoking, and Shipping!

November 30, 2021 08:00 - 37 minutes - 51.7 MB

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...

EP146: Picking, Integrating, and Calculating!

November 23, 2021 08:00 - 43 minutes - 70 MB

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. •...

EP145: Timbre, Taste, and Ticket!

November 16, 2021 08:00 - 30 minutes - 48.4 MB

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...

EP144: Working, Debating, and Skipping!

November 09, 2021 08:00 - 32 minutes - 52.4 MB

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 hiera...

EP143: Lines, and Tigers, and Bears!

November 02, 2021 07:00 - 35 minutes - 56.4 MB

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 playfu...

EP142: Behaving, Marketing, and Innovating!

October 26, 2021 07:00 - 39 minutes - 62.8 MB

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...

EP141: Selfies, Cynicism, and Stopwatches!

October 19, 2021 07:00 - 38 minutes - 62.3 MB

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. • Cu...

EP140: De-Escalation, Refrigeration, and Communication!

October 12, 2021 07:00 - 35 minutes - 57.3 MB

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 a...

EP139: Creativity, Longevity, and Specificity!

October 05, 2021 07:00 - 30 minutes - 49.6 MB

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 fr...

EP138: Retailing, Behaving, and Feng Shui-ing!

September 28, 2021 07:00 - 36 minutes - 59 MB

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 ch...

EP137: Terminators, Differentiators, and Accelerators!

September 21, 2021 07:00 - 45 minutes - 72.7 MB

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, a...

EP136: Simple, Practical, and Inexpensive!

September 14, 2021 07:00 - 31 minutes - 51 MB

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 - Everythin...

Twitter Mentions

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