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
EP040: Pictures, Pants, and Batteries!
June 26, 2018 07:00 - 31 minutes - 15.5 MBListeners share their experiences, including how one employee turned a customer into a brand ambassador, a wedding photographer who got rave reviews before the photos were even delivered, and a luggage company that helped its customers adjust to new airline regulations. Bite-Sized Delight From the Episode: How one employee turned a customer into a brand ambassador. Why wedding photography is about more than just the photos. One smart luggage company’s response to shifting regulations....
EP039: Reviews, Repairs, and Moves!
June 19, 2018 07:00 - 34 minutes - 16.4 MBThe best way to get and respond to customer reviews, unexpected customer experiences when your car breaks down on a road trip, and a look at the good and the bad aspects of moving. Bite-Sized Delight From the Episode: How to handle customer reviews like a pro. A road trip horror story turns into a remarkable customer experience. The highs and lows of moving. Why there’s room for growth in B2B digital buying channels. Are You Looking for Things We Referenced? How to Use Reviews to...
EP038: Lights, Coffee, and Wallets!
June 12, 2018 07:00 - 31 minutes - 15.3 MBHow Nespresso accounts for every moment in the customer experience lifecycle, the problem with introducing new technology to the customer experience, and whether or not the end of cash is in our future. An in-depth look at how Nespresso has perfected the customer experience lifecycle. Will digital wallets create a revolution in seamless customer experience, or is it further off than we think? When your new CX technology turns into a customer experience problem. The changes coming to B...
EP037: Experience Living, House Hunting, and Smooth Exiting!
June 05, 2018 07:00 - 32 minutes - 15.6 MBThe shift in CX towards a living brand experience, the ins and outs of real estate listings, and why the last day of a customer's experience is as important as their first day. Bite-Sized Delight From the Episode: How to create a living brand experience. Improving the real estate experience. Why your customers’ last day with your business is just as important as their first day. The reason that customer expectations continue to rise. Are You Looking for Things We Referenced? "Ins...
EP036: Freebie, Message Me, and Hierarchy!
May 29, 2018 07:00 - 30 minutes - 14.7 MBWhy direct messaging is crucial to the customer experience of tomorrow, when a "free" cruise isn't really free, and how a CEO reports to his employees. Bite-Sized Delight From the Episode: Why messaging and automation are the future of customer service. The problem with offers that aren’t everything they promise to be. A tire company with a remarkable management structure. The challenge of personalizing every interaction. Are You Looking for Things We Referenced? Message Me by Jos...
EP035: Elbows, Pillow Cases, and Salt Blocks!
May 22, 2018 07:00 - 33 minutes - 16.1 MBWe follow Joey around for a great day of customer experience, including a visit to Bed Bath & Beyond that gave him new hope for the retail experience, a doctor's visit that was actually fun, and a wonderful dinner with great presentation. Bite-Sized Delight From the Episode: How Bed Bath and Beyond provided a great retail experience. A visit to the doctor’s office that was actually fun. Creating a storytelling-worthy experience, one piece of sashimi at a time. The relationship betw...
EP034: Punks, Chains, and Nightlights!
May 15, 2018 07:00 - 34 minutes - 16.6 MBHow one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and what blockchain means for the future of CX. Bite-Sized Delight From the Episode: Why attention to the little things are what create surprise and delight for your customers. A company that gives you the chance to use mementos to make a lasting impression. Blockchain and the future of CX. Why the customer experience glass is hal...
EP033: Mothers, Failures, and Retailers!
May 08, 2018 07:00 - 36 minutes - 17.4 MBThe question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail experience. Bite-Sized Delight From the Episode: The one question you need to ask to test your customer experience. The wall of shame for the retail experience. The best and worst of shopping at retail stores. Retail trends for 2018 that you can’t afford to miss. Are You Looking for Things We Referenced? Would You Do That to Your Mothe...
EP032: Introing, Hooking, and Frictioning!
May 01, 2018 07:00 - 33 minutes - 16.2 MBWhat the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to making great introductions. Bite-Sized Delights From the Episode: How adding friction early in the customer experience can get customers to invest in the relationship. The keys to making a great introduction. A close look at how you can tap into the feedback loop that gets customers engaged. Why every industry needs to worry about disrupti...
EP031: Virtual Reality, Big Screen Reality, and Your Reality!
April 24, 2018 07:00 - 38 minutes - 18.5 MBThe future of virtual reality in the customer experience, the effects of fiction coming to life on the big screen, and how the future is (or isn’t) all about VR. Bite-Sized Delights From the Episode: New ways that companies are using virtual reality in the customer experience. A look at what the Ernest Cline’s novel, Ready Player One, can tell us about the future of CX. Joey and Dan square off over how big VR will actually become. A look at the importance of customer loyalty program...
EP030: Grammar, User, and Listener!
April 17, 2018 07:00 - 35 minutes - 17.2 MBHow brands are using post-purchase engagement to position themselves in the lives of their customers, how one company turned a typo into viral marketing, and our listeners weigh in on the highs (and lows) of the hotel experience. Bite-Sized Delights From the Episode: Why post-purchase engagement is the future for great brands. How typos can turn into opportunities. What our listeners love and can’t stand about the hotel customer experience. What customer experience professionals nee...
EP029: Flying, Frying, and Exercising!
April 10, 2018 07:00 - 31 minutes - 15.4 MBHow Peloton’s customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC’s clever response to a chicken shortage. Bite-Sized Delights From the Episode: How Peloton’s customer service response turned a bad experience into a memorable one. Delta’s unique approach to helping folks fly with kids. KFC’s edgy ad in response to a chicken shortage crisis in the UK. Why millennials want the mobile experience more aligned with the i...
EP028: Peeing, Agreeing, and Foreseeing!
April 03, 2018 07:00 - 38 minutes - 18.5 MBHow even a restroom can make for an unexpected customer experience, what most businesses miss about the importance of employee interactions, and why simple is good for everyone. Bite-Sized Delights From the Episode: Why an unexpected customer experience creates powerful word-of-mouth. The difference between how you think you impact your brand and how customers experience it. How you can take a page from the Cubs. An opportunity to learn more about customer experience. Are You Looki...
EP027: Cyclists, Duck Boots, and Restroom Signage!
March 27, 2018 07:00 - 31 minutes - 15.4 MBHow small customer experience improvements can add up to big changes, why signs tell you more than just where the bathroom is, and the do's and don'ts of return policies. Bite-Sized Delights From the Episode: How you can use small customer experience improvements to make a big impact. Why L.L. Bean changed their famous return policy. What office signage says about worker morale. Using customer segmentation to deal with problem customers. Are You Looking for Things We Referenced? "...
EP026: Healthy, Error Free, and Pregnancy!
March 20, 2018 07:00 - 32 minutes - 16 MBHow you can turn mistakes into customer experience opportunities, IKEA’s risky marketing move that pays off, and what we can learn from a great meal delivery service. Bite-Sized Delights From the Episode: How the 404 error message can turn mistakes into customer experience opportunities. A great meal delivery service’s tricks for serving a great experience along with lunch. IKEA’s bold experiential ad campaign. The origins of CRM. Are You Looking for Things We Referenced? "404 Err...
EP025: Confusing, Training, and Tripping!
March 13, 2018 07:00 - 29 minutes - 14.2 MBWhy technology is never as easy as it should be, how a commuter train line uses a simple piece of paper to change your workday, and one man’s journey across all 50 states. Bite-Sized Delights From the Episode: What you can learn from one commuter train line about anticipating your customer’s needs. Why listening to customers is more vital than ever as technology gets more and more complicated. Chris Strub’s journey volunteering in 50 states over 100 days. What you can learn about cus...
EP024: Science, Slime, and School!
March 06, 2018 08:00 - 35 minutes - 17.2 MBThis week we look at things from a kids-eye view: how one company is making learning about science into an experience for kids, what some real kids think about science when it’s fun, and what kids love and can’t stand about going to school. Bite-Sized Delights From the Episode: What classroom learning can teach us about creating a remarkable customer experience. How one teacher has created a company that changes the way kids experience science. How our experiences at school carry over...
EP023: Sharks, Salespeople, and Secrets!
February 27, 2018 08:00 - 41 minutes - 19.9 MBHow getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you'll never forget, and the difference between a good salesperson and a great salesperson. Bite-Sized Delights From the Episode: Why The First 100 Days® are key to creating lifelong customers How one company blended information, fun, and experience to create an unforgettable day on the ocean. Why being a great salesperson means being a good person. Why customer retention is one of the bes...
EP022: Working, Learning, and Recovering!
February 20, 2018 08:00 - 35 minutes - 17.2 MBWhy customer service and marketing must collaborate, the dos (and don’ts) of conferences, and why a phone call is more important than you think. Bite-Sized Delights From the Episode: How REI’s customer service and marketing collaborate to provide a coordinated customer experience. The keys to throwing a great conference, and what you need to look out for. How typos and dated paperwork made a bad experience even worse. Why most customers still prefer to reach you by phone. Are You L...
EP020: Stars, Freezing, and Bystanders!
February 13, 2018 08:00 - 33 minutes - 16 MBHow one hotel group won more Michelin stars than any other, why thinking ahead is the best way to surprise your customers, and why the people with your customer are just as important as your customer. Bite-Sized Delight From the Episode: How a surprise made Joey’s stay at a hotel remarkable. What Mandarin Oriental did to win more Michelin stars than any other hotel group in the world. Businesses that win big by taking care of the “bystanders” who come along with their customers. Are ...
EP021: Doing More, Engaging More, and Charging More!
February 06, 2018 08:00 - 29 minutes - 14.6 MBWhy MORE means more for your customers, a simple and free idea to build customer relationships, and what you can learn from a Manhattan electronics store's "creative" prices. Bite-Sized Delight From the Episode: How something unrelated to your business can be a great way to build strong customer relationships. Why making your life harder is the best way to make the customer experience better. Joey’s fateful trip to a Manhattan electronics store with a “creative” pricing system. Why ...
EP019: Branding, Amazing, and Lagging!
January 30, 2018 08:00 - 30 minutes - 14.7 MBWhy customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate. Bite-Sized Delight From the Episode: Customer experience creates your brand, not the other way around. Being consistently amazing is about building amazing habits. Why customer experience is the biggest opportunity of 2017. Are You Looking for Things We Referenced? Why the customer experience function should now be in control of the bra...
EP 018: Mickey Mouse, S’mores, and A-ha!
January 23, 2018 08:00 - 35 minutes - 17.1 MBA look at how Disney is using CX analytics, what an incredible dinner can teach you about making a memorable customer experience, and what an 80s classic has to do with building your brand. Bite-Sized Delight From the Episode: How Disney uses cutting edge tech to remove friction and deliver a memorable customer experience. The ingredients that make Flagstaff House an experience you’ll never forget. What you can learn from the Ah-ha’s acoustic version of their seminal 80s classic, “Tak...
EP 017: Trendy, Chewy, and Every!
January 16, 2018 08:00 - 32 minutes - 15.8 MBWhy customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key. Bite-Sized Delight from the Episode: Why a remarkable customer experience is the best way to create word-of-mouth marketing. Where experts think CX is headed in 2018: AI, conversational commerce, more seamless and omnichannel customer journeys, and social media. Smart companies turn problems into opportunities, even if it’s a proble...
EP016: Glowing, Sporting, and Surprising!
January 09, 2018 08:00 - 36 minutes - 17.6 MBWhy exceptional customer service doesn't happen by accident, how to surprise and delight your customers, and the lessons we can learn from going to the big game. Bite-Sized Delight from the Episode: Surprise and delight isn’t a strategy, it comes from going above and beyond when you don’t have to. Great customer service means constant work and a commitment to your employees. At the end of the day, employees are always central to the customer experience. Are You Looking for Things We ...
EP 015: Salespeople, Cease and Desists, and Principles!
January 02, 2018 08:00 - 32 minutes - 15.9 MBWhy you shouldn't be afraid to publicly admit your mistakes, how Netflix brought fun to its required communications, and how you can harness the power of positive feedback. Bite-Sized Delight From the Episode: Great customer service starts with leadership. Having fun with required communications can buy you a lot of good will. Experiential marketing helps customers understand your value by trying it for themselves. Are You Looking for Things We Referenced? Episode 9 - How Restauran...
EP014: Gas, Culture, and Hooch!
December 19, 2017 08:00 - 33 minutes - 16.3 MBBite-Sized Delight From the Episode: When you create a new customer experience, somebody needs to try it out and see if it’s easy for your customers. Great customer service goes hand-in-hand with corporate culture. Experiential marketing helps customers understand your value by trying it for themselves. Are You Looking for Things We Referenced? Toister Performance Solutions The Service Culture Handbook Sleepless Over Customer Experience: Small Business Leaders Top Sales and Servic...
EP013: Invisibility, Availability, and Readability!
December 12, 2017 08:00 - 30 minutes - 14.9 MBWe look at everything that goes into providing an exceptional customer experience, from making a positive impact when your customers contact support to the crucial element of face time with customers for each member of your organization. Bite-Sized Delight From the Episode: All employees can benefit from dealing with customers. Be clear about what you can and can’t do and manage expectations. Your customer experience is being compared to everyone, not just companies in your industry. ...
EP012: Marshmallows, Cocktails, and Doorknobs!
December 05, 2017 08:00 - 31 minutes - 58.5 MBBite-Sized Delight From the Episode: Encouraging employees to walk a mile in customers' shoes can only make your customer experience better. Shockingly few business owners prioritize building customer relationships. Often, it's the tiny details that elevate a customer experience from lackluster to luxurious. Are You Looking for Things We Referenced? Why Hyatt Designed Its New Headquarters To Feel Like Its Hotels Sleepless Over Customer Experience: Small Business Leaders Top Sales an...
EP011: Legalese, Movies, and Saying Please!
November 28, 2017 08:00 - 28 minutes - 13.7 MBBite-Sized Delight From the Episode: Delta is delighting passengers with its new (totally free) in-flight entertainment streaming platform. Household AI technologies may be shaping children's development. Yes, consumers do attach a monetary value to first-rate customer experience. Are You Looking for Things We Referenced? Growing Up with Alexa Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now Get more resources and the full show notes at http://Experienc...
EP010: Oil Changes, New Brakes, and Googling!
November 21, 2017 08:00 - 25 minutes - 47 MBWe could all be doing more to answer customer questions, pre-empt their needs, and deliver a pitch-perfect customer experience. Bite-Sized Delight From the Episode: Most online shoppers can't make a purchase without needing to contact customer support. More and more users are turning to Google with "how-to" search queries. Build trust by telling your customers the whole story—not just the part that benefits you financially. Are You Looking for Things We Referenced? Andrew Hutchinson...
EP009: Notepads, Foreign Languages, and Cool Kicks!
November 14, 2017 08:00 - 26 minutes - 49.4 MBMake sure your remarkable customer experience is memorable for the right reasons, whether you're running a diner or an insurance company. Bite-Sized Delight From the Episode: Customer demand for personalized products and experiences is increasing, and customer experience designers must be ready. Make sure your customer experience is remarkable for the right reasons—not, for instance, because orders get fumbled. Heavily siloed departments make for poor, inconsistent customer interactio...
EP008: Fiddlesticks, Fiber Optics, and Fumbles!
November 07, 2017 08:00 - 31 minutes - 15.4 MBCustomer loyalty is most vulnerable when they are being transitioned from sales to management/maintenance. Keep your customers happy here and you'll earn their business for years to come. So don't pull a CX bait-and-switch by fumbling the handoff! Bite-Sized Delight from the Episode: How alternative swear words can cut the tension and keep your brand human during tough situations. Why going above and beyond will always pay off when it comes to customer loyalty. The transition from sal...
EP007: Queens, Cymbals, and Complainers!
October 31, 2017 07:00 - 26 minutes - 48.1 MBFive-year business plans? More like 500-year business plans! Good customer service combined with a deep knowledge of your buyer's tools, behaviors, and complaints can help your business rise above the competition and win the race for year after year (after year after year after year...). Bite-Sized Delight from the Episode: Encourage playful interactions with your customers to create an experience that makes them feel comfortable about your product/service. How moving past the hottest t...
EP006: Robots, Music, and Pizza!
October 24, 2017 07:00 - 28 minutes - 52.9 MBHappy customers are what make your world go round. Creating advocates through thoughtful AI, engagingly catchy music, and rewards programs will cultivate the repeat business that will keep your company alive for years to come. Bite-Sized Delight from the Episode: Why successful automation means the right balance between AI and human engagement. Just because it's required doesn't mean it needs to be boring, un-engaging, or pathetic. The worst thing you can do is have a rewards program ...
EP005: Trusting, Eating, and Tweeting!
October 17, 2017 07:00 - 30 minutes - 56.2 MBGetting your customers in the door means winning first impression, no matter the quality of the product, while getting them to come back means showing them you trust them not to steal anything. Bite-Sized Delight from the Episode: Why every interaction you have with a customer is an opportunity to both build trust and show trust with them. How even the tiniest changes to the experience can drastically affect how a customer sees it. Why Twitter is like a couple of people sitting around...
EP004: Flamethrowers, Fashion, and Fiberglass!
October 10, 2017 07:00 - 29 minutes - 54.1 MBTwo things can transform the experience of any customer: trust and superfans. Trust your customers, tell inside jokes to superfans, and you will be rewarded with repeat business. Join us as we discuss: How watching a melting block of ice can be the perfect content for a superfan. Why Lands' End lets you return that ratty old sweater after a decade. Looking for customer experience? Ask your employees! Bite-Sized Delight from the Episode: How engaging with superfans means niched conte...
EP003: Hobbits, Tray Tables, and Emojis!
October 03, 2017 07:00 - 33 minutes - 60.9 MBMandatory presentations are infamously dull. But in the right hands, it can be a customer experience opportunity. If you can make the required become remarkable, you will be positively seared in their memory forever! Join us as we discuss: Have fun with the legalese and become remarkable. Say my name! (And I'll remember you forever) Emojis and subject lines... match made in heaven? (Sometimes!) Bite-Sized Delight from the Episode: When you make the required become remarkable, you ac...
EP002: Wrinkles, Stalkers, and Axes!
September 26, 2017 07:00 - 30 minutes - 55.8 MBIn life and customer experience, it's all about the little things. From faucets to playing host at a party, you can create a truly exceptional experience with careful attention to small but simple details that won't go unnoticed by grateful customers. Join us as we discuss: Why irons and faucets need to talk to each other to avoid a customer experience catastrophe (silos never prosper) How stalking your customers and listening to employees can lead to an elevated surprise-and-delight ex...
EP001: Cheaters, Ice Cream, and Temper Tantrums!
September 19, 2017 16:00 - 27 minutes - 51.2 MBYour customers are changing faster than ever before. In the past, you were compared to your competitors. Now your customers compare you to everyone they do business with - including innovation powerhouses like Uber, Amazon, Netflix, Airbnb and Tesla. Join us as we discuss: the dirty little secret your customers don’t want you to know (that they are judging you based on their experience with other brands) ice-cream surprise (who knew Alexa could take orders from a pint-sized dictator?) ...