Experience This!
190 episodes - English - Latest episode: about 1 year ago - ★★★★★ - 53 ratingsWelcome 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
EP135: Flying, Frying, and Finding!
September 07, 2021 07:00 - 45 minutes - 72.8 MBLearn 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...
EP134: Earthing, Pathing, and Responding!
May 25, 2021 19:00 - 40 minutes - 64.3 MBLearn 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 Succes...
EP133: Consistency, Connections, and Crescendos!
May 18, 2021 07:00 - 39 minutes - 63.8 MBLearn 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, Fi...
EP132: Seeing, Guaranteeing, and Personalizing!
May 11, 2021 07:00 - 31 minutes - 50.5 MBLearn 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...
EP131: Waste-Composting, Hand-Washing, and Self-Employing!
May 04, 2021 07:00 - 41 minutes - 66.5 MBLearn 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 Nati...
EP130: Accessing, Innovating, and Signing!
April 27, 2021 07:00 - 37 minutes - 42.8 MBLearn 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 ...
EP129: Flying, Speedriding, and Zooming!
April 20, 2021 07:00 - 34 minutes - 54.9 MBLearn 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 vide...
EP128: Findings, Flour, and Fixer-Uppers!
April 13, 2021 07:00 - 38 minutes - 62.1 MBLearn 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...
EP127: Code Breaking, Custom Creating, and Fraud Alerting!
April 06, 2021 07:00 - 36 minutes - 58.7 MBLearn 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-manufactur...
EP126: Expectations, Simplifications, and Permutations!
March 30, 2021 07:00 - 37 minutes - 59.5 MBLearn 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...
EP125: Summons, Suits, and Surprises!
March 23, 2021 07:00 - 38 minutes - 61.2 MBLearn 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 bla...
EP124: Caring, Legislating, and Preventing!
March 16, 2021 07:00 - 36 minutes - 58.6 MBLearn 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...
EP123: Skiing, Reviewing, and Cooking!
March 09, 2021 08:00 - 33 minutes - 54 MBLearn 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...
EP122: Fixing, Digitizing, and Cleaning!
March 02, 2021 08:00 - 43 minutes - 69.2 MBLearn 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 mo...
EP121: Making, Faking, and Salting!
February 23, 2021 08:00 - 39 minutes - 63 MBLearn 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 infl...
EP120: Painting, Disrupting, and Adapting!
February 16, 2021 08:00 - 33 minutes - 54 MBLearn 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 ...
EP119: Packaging, Listening, and Interviewing!
February 09, 2021 08:00 - 30 minutes - 49.7 MBLearn 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 th...
EP118: Valuing, Videoing, and Voyeuring!
December 22, 2020 08:00 - 44 minutes - 71.5 MBLearn 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 playbo...
EP117: Ambassadors, Game-Changers, and Shoppers!
December 15, 2020 08:00 - 41 minutes - 67.3 MBLearn 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 operati...
EP116: Connections, Cues, and Cameras!
December 08, 2020 08:00 - 43 minutes - 69.3 MBLearn 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 - Whe...
EP115: Camping, Optimizing, and Winning!
December 01, 2020 08:00 - 34 minutes - 56.2 MBLearn 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 cel...
EP114: Imagining, Reading, and Faking!
November 24, 2020 08:00 - 37 minutes - 59.8 MBLearn 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 Fin...
EP113: Floating, Humanizing, and Infuriating!
November 17, 2020 08:00 - 35 minutes - 56.3 MBLearn 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 co...
EP112: Fretboard, Face Mask, and Fleetwood!
November 10, 2020 08:00 - 39 minutes - 63.2 MBLearn 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 mask...
EP111: Mysteries, Queries, and Quandaries!
November 03, 2020 08:00 - 42 minutes - 68.8 MBLearn 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. Ta...
EP110: Canceling, Filing, and Updating!
October 27, 2020 07:00 - 33 minutes - 62.4 MBLearn 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 refu...
EP109: Signage, Appointments, and Creators!
October 20, 2020 07:00 - 36 minutes - 66.5 MBLearn 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 adop...
EP108: Payments, Pokemon, and Planning!
October 13, 2020 06:00 - 41 minutes - 66.8 MBLearn 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 Reso...
EP107: Wines, Horns, and Suitcases!
October 06, 2020 07:00 - 38 minutes - 61.4 MBLearn 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 implemente...
EP106: Reprints, Recipes, and Re-Releases!
September 29, 2020 07:00 - 42 minutes - 67.5 MBLearn 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 - Norm...
EP105: Caffeinating, Protecting, and Hydrating!
September 22, 2020 07:00 - 36 minutes - 58.9 MBLearn 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 ...
EP104: Canadian Professors, Apple Cards, and Inflatable Pools!
September 15, 2020 07:00 - 38 minutes - 62.2 MBLearn 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 ...
EP103: Pivoting, Celebrating, and Dedicating!
September 08, 2020 07:00 - 44 minutes - 71.1 MBLearn 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 th...
EP102: Cabos, Cameos, and Canadian!
May 19, 2020 07:00 - 40 minutes - 93.4 MBLearn 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 inte...
EP101: Curation, Creation, and Contention!
May 12, 2020 07:00 - 32 minutes - 74.4 MBLearn 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 Busi...
EP100: The Best of the Best from 100 Episodes!
May 05, 2020 07:00 - 33 minutes - 76.1 MBJoin 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 ...
EP099: Training, Explaining, and Draining!
April 28, 2020 07:00 - 32 minutes - 73.3 MBLearn 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 apprehens...
EP098: Composting, Selecting, and Hydrating!
April 21, 2020 07:00 - 37 minutes - 86.2 MBLearn 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 lo...
EP097: Servicing, Calling and Relaxing!
April 14, 2020 07:00 - 26 minutes - 59.8 MBLearn 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 ...
EP096: City Planning, Flame Fanning, and Palm Scanning!
April 07, 2020 07:00 - 28 minutes - 64.4 MBLearn 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 offe...
EP095: Sleeping, Renting, and Driving!
March 31, 2020 07:00 - 32 minutes - 73.9 MBLearn 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 a...
EP094: SPECIAL EPISODE - The COVID-19 Experience
March 24, 2020 07:00 - 1 hour - 143 MBLearn 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 consc...
EP093: Cezanne, Sand, and Systems!
March 17, 2020 06:00 - 33 minutes - 75.8 MBLearn 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 ...
EP092: Operatories, Restaurants, and Post Offices!
March 10, 2020 06:00 - 28 minutes - 65.9 MBLearn 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 d...
EP091: Dreaming, Managing, and Alexa-ing!
March 03, 2020 17:00 - 33 minutes - 76.9 MBLearn 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 fo...
EP090: Principles, Videos, and Tissues!
February 25, 2020 08:00 - 30 minutes - 68.6 MBLearn 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...
EP089: Promises, Packing, and Parking!
February 18, 2020 08:00 - 37 minutes - 86.4 MBLearn 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 re...
EP088: Ignoring, Chatting, and Returning!
February 11, 2020 08:00 - 30 minutes - 70.6 MBLearn 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 Cha...
EP087: Sushi, Secrets, and Stillness!
February 04, 2020 08:00 - 36 minutes - 84 MBLearn 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” l...
EP086: Dollars, Damsels, and Dumbledore!
December 31, 2019 08:00 - 29 minutes - 67.7 MBDiscover 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 ...