Often Imitated: CX Stories from History
86 episodes - English - Latest episode: almost 2 years ago - ★★★★★ - 48 ratingsWhat can history’s unique experiences teach us about modern customer experience? On this podcast, we examine moments from the past – from Woodstock in 1969 to Edison’s first light bulb to the Pringles can – that have been often imitated but never duplicated.
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Episodes
A Sweet Guide to Your CX Crisis
January 28, 2021 23:22 - 26 minutes - 24.6 MBWhat does peanut brittle and freight travel have in common? They’re both a little bit more complicated than you’d think. And they already sound pretty complicated. So let’s figure out how to simplify the complex, and thrive with our cx. In this episode of Often Imitated, we hear from Susy Schöneberg about how CX during a crisis is more important than ever. Experience: Handling CX in a crisis. Inspiration: Charles See and See’s Candies Modern Day Execution: Susy Schöneberg, Founder and He...
A Sweet Guide to Your CX Crisis with Susy Schöneberg, Founder and Head of Flexport.org
January 28, 2021 23:22 - 26 minutes - 24.6 MBWhat does peanut brittle and freight travel have in common? They’re both a little bit more complicated than you’d think. And they already sound pretty complicated. So let’s figure out how to simplify the complex, and thrive with our cx. In this episode of Often Imitated, we hear from Susy Schöneberg about how CX during a crisis is more important than ever. Experience: Handling CX in a crisis. Inspiration: Charles See and See’s Candies Modern Day Execution: Susy Schöneberg, Founder and He...
The Customer Is Always Right… Right?
January 22, 2021 19:34 - 21 minutes - 19.2 MBThere are few customer experiences more discouraging than reading the minibar prices in your hotel room. One of them being finding out you failed a test. What does the ritzy and glitzy world of hoteliers have in common with test taking? Let’s find out. In this episode of Often Imitated, we hear from Mike Murphy about how the customer always being right is not only critical to your customer support, but also amping up your cx. Experience: The customer is always right Inspiration: César Rit...
The Customer Is Always Right… Right? with Mike Murphy, Founder and CEO at ProctorFree
January 22, 2021 19:34 - 20 minutes - 19.2 MBThere are few customer experiences more discouraging than reading the minibar prices in your hotel room. One of them being finding out you failed a test. What does the ritzy and glitzy world of hoteliers have in common with test taking? Let’s find out. In this episode of Often Imitated, we hear from Mike Murphy about how the customer always being right is not only critical to your customer support, but also amping up your cx. Experience: The customer is always right Inspiration: César Rit...
The CX Genie
January 15, 2021 19:39 - 22 minutes - 20.9 MBHow can Mario be both a seemingly indestructible plumber and a masterclass of digital adoption? What lessons can cx learners get from 80s video games? Stay tuned because it’s about to get tubular. In this episode of Often Imitated, we hear from Rafael Sweary about how digital adoption is bringing WalkMe to the forefront of every industry. Experience: Using tutorials to help your customers get the most out of your product Inspiration: Mario and the Game Genie Modern Day Execution: Rafael ...
The CX Genie with Rafi Sweary, Co-founder and President at WalkMe
January 15, 2021 19:39 - 22 minutes - 20.9 MBHow can Mario be both a seemingly indestructible plumber and a masterclass of digital adoption? What lessons can cx learners get from 80s video games? Stay tuned because it’s about to get tubular. In this episode of Often Imitated, we hear from Rafael Sweary about how digital adoption is bringing WalkMe to the forefront of every industry. Experience: Using tutorials to help your customers get the most out of your product Inspiration: Mario and the Game Genie Modern Day Execution: Rafael ...
Healthcare, Healthcare! Wherefore art Thou Healthcare?
January 07, 2021 22:21 - 19 minutes - 17.7 MBFrom Shakespeare to Edison, the Golden Age of Hollywood to the streaming wars, the world of entertainment has been closely linked to vertical integration. What can cx leaders do to emulate Shakespeare’s success? Let’s find out. In this episode of Often Imitated, we hear from Eren Bali about how vertical integration is helping him and his team at Carbon Health disrupt the healthcare industry. Experience: Apply vertical integration for end-to-end control of a great customer experience Inspi...
Healthcare, Healthcare! Wherefore art Thou Healthcare? with Eren Bali, Co-founder and CEO at Carbon Health
January 07, 2021 22:21 - 19 minutes - 17.7 MBFrom Shakespeare to Edison, the Golden Age of Hollywood to the streaming wars, the world of entertainment has been closely linked to vertical integration. What can cx leaders do to emulate Shakespeare’s success? Let’s find out. In this episode of Often Imitated, we hear from Eren Bali about how vertical integration is helping him and his team at Carbon Health disrupt the healthcare industry. Experience: Apply vertical integration for end-to-end control of a great customer experience Inspi...
A Holly Jolly Podcast
December 16, 2020 23:07 - 18 minutes - 16.8 MBToys play an integral role in our childhoods, and the holiday season is a time when those memories are the strongest. How have the concepts of scarcity and demand played into the successes of the world’s biggest toys? How can we apply them to our cx strategies? And most importantly, what does our production team think are the best toys of all time? In this episode of Often Imitated, we learn about the production team at Caspian Studios’ favorite toys and what they teach us about customer ex...
I Want You...to be a Homeowner with Alex Lofton, Co-founder at Landed
December 09, 2020 22:15 - 28 minutes - 26.2 MBThe USAA has spent nearly 100 years being the unassuming support of millions of military families, and then in 2009, they changed the world of banking for everyone. How did the trust they placed in their customers lead to a worldwide phenomenon and how can we do the same? We asked Alex Lofton, Co-founder of Landed. In this episode of Often Imitated, we learn how Alex is helping teachers and essential workers achieve what they thought was impossible: becoming homeowners. Experience: Helpin...
I Want You...to be a Homeowner
December 09, 2020 22:15 - 28 minutes - 26.2 MBThe USAA has spent nearly 100 years being the unassuming support of millions of military families, and then in 2009, they changed the world of banking for everyone. How did the trust they placed in their customers lead to a worldwide phenomenon and how can we do the same? We asked Alex Lofton, Co-founder of Landed. In this episode of Often Imitated, we learn how Alex is helping teachers and essential workers achieve what they thought was impossible: becoming homeowners. Experience: Helpin...
The Wonderful World of CX with Jacob Smith, Co-founder at Packet
December 03, 2020 21:06 - 25 minutes - 23.7 MBA trip to Disneyland is full of excitement. But even once we’ve seen it all, we still go back to experience the magic year after year. How can we have a similar impact on our customers? We asked Jacob Smith to find out. In this episode of Often Imitated, we explore how Jacob is putting his best people to work to make successful and lasting relationships with customers. Experience: Getting a great first impression by putting your best people to work Inspiration: Disneyland Modern Day Exe...
The Wonderful World of CX
December 03, 2020 21:06 - 25 minutes - 23.7 MBA trip to Disneyland is full of excitement. But even once we’ve seen it all, we still go back to experience the magic year after year. How can we have a similar impact on our customers? We asked Jacob Smith to find out. In this episode of Often Imitated, we explore how Jacob is putting his best people to work to make successful and lasting relationships with customers. Experience: Getting a great first impression by putting your best people to work Inspiration: Disneyland Modern Day Exe...
The Leap and the Nudge
November 19, 2020 20:36 - 31 minutes - 28.6 MBSkydiving tends to be a pretty intimidating pastime. We can’t all be Tom Cruise who seemingly jumps out of airplanes on his off days. Most of us need to tandem jump, so that the person behind us can give us the nudge we need. PepTalkHer is doing the same thing in preparing women to close the wage gap. On this episode of Often Imitated, we explore how Meggie Palmer is nudging thousands of women to get the raises and promotions they deserve. Experience: Giving your customers the nudge they ...
The Leap and the Nudge with Meggie Palmer, CEO at PepTalkHer
November 19, 2020 20:36 - 31 minutes - 28.6 MBSkydiving tends to be a pretty intimidating pastime. We can’t all be Tom Cruise who seemingly jumps out of airplanes on his off days. Most of us need to tandem jump, so that the person behind us can give us the nudge we need. PepTalkHer is doing the same thing in preparing women to close the wage gap. On this episode of Often Imitated, we explore how Meggie Palmer is nudging thousands of women to get the raises and promotions they deserve. Experience: Giving your customers the nudge they ...
Through The Desert
November 11, 2020 21:52 - 22 minutes - 21 MBSome deserts are easy to spot on a map. Others reveal themselves by exclusion. In the 1860s, the small towns without access to news relied on The Pony Express. In 2020, information is everywhere, but one particular kind of life-saving information is incredibly hard to come by. That's what Ann Holder is trying to fix. On this episode of Often Imitated, we explore how Ann Holder is using data to give pregnant women the quality of care they need, and flood maternity deserts with the informati...
Through the Desert with Ann Holder, CEO at Odonata Health
November 11, 2020 21:52 - 22 minutes - 21 MBSome deserts are easy to spot on a map. Others reveal themselves by exclusion. In the 1860s, the small towns without access to news relied on The Pony Express. In 2020, information is everywhere, but one particular kind of life-saving information is incredibly hard to come by. That's what Ann Holder is trying to fix. On this episode of Often Imitated, we explore how Ann Holder is using data to give pregnant women the quality of care they need, and flood maternity deserts with the informati...
The Phone Booth Moment
October 29, 2020 22:43 - 21 minutes - 19.6 MBIt’s hard to classify a superhero cape as business-appropriate attire. But, there’s something to be learned in the pages of our favorite comic books. Confidence, and the ability to instill it in others, is a tremendously powerful tool, almost like a superpower. On this episode of Often Imitated we explore what it feels like when you find that superpower. Experience: Building software that unlocks marketers’ potential Inspiration: Stan Lee’s superheroes Modern Day Execution: Kristine St...
The Phone Booth Moment with Kristine Steuart, CEO at Allocadia
October 29, 2020 22:43 - 21 minutes - 19.6 MBIt’s hard to classify a superhero cape as business-appropriate attire. But, there’s something to be learned in the pages of our favorite comic books. Confidence, and the ability to instill it in others, is a tremendously powerful tool, almost like a superpower. On this episode of Often Imitated we explore what it feels like when you find that superpower. Experience: Building software that unlocks marketers’ potential Inspiration: Stan Lee’s superheroes Modern Day Execution: Kristine St...
Brick by Brick with Grant Geiger, CEO at EIR Healthcare
October 21, 2020 23:04 - 27 minutes - 24.8 MBExperience: Taking a new approach to health care construction Inspiration: LEGO Modern Day Execution: Grant Geiger, EIR Healthcare Three Takeaways We're familiar with technical debt in building software. But, smoothing out the mistakes of the past isn't so easy in construction. Building hospitals and emergency rooms that both adapt to and thrive in the future takes tremendous care in design and careful engineering. Old expectations die hard. When you're popularizing a new way to appro...
Brick by Brick
October 21, 2020 23:04 - 27 minutes - 24.8 MBExperience: Taking a new approach to health care construction Inspiration: LEGO Modern Day Execution: Grant Geiger, EIR Healthcare Three Takeaways We're familiar with technical debt in building software. But, smoothing out the mistakes of the past isn't so easy in construction. Building hospitals and emergency rooms that both adapt to and thrive in the future takes tremendous care in design and careful engineering. Old expectations die hard. When you're popularizing a new way to appro...
What Burgers Teach Us About Two-Way Conversations
October 14, 2020 21:55 - 16 minutes - 15.3 MBExperience: Creating two-way conversations with your customers Inspiration: In-n-Out Burgers Modern Day Execution: Kyle Lacy, CMO of Lessonly Three Takeaways Organizations need to have two-way conversations with their customers and their employees. The best customer experiences are those that allow customers to feel heard. Your employees are your most valuable resource in generating conversations. Companies with great customer experiences invest in their employees. Create simple, great...
What Burgers Teach Us About Two-Way Conversations with Kyle Lacy, CMO at Lessonly
October 14, 2020 21:55 - 16 minutes - 15.3 MBExperience: Creating two-way conversations with your customers Inspiration: In-n-Out Burgers Modern Day Execution: Kyle Lacy, CMO of Lessonly Three Takeaways Organizations need to have two-way conversations with their customers and their employees. The best customer experiences are those that allow customers to feel heard. Your employees are your most valuable resource in generating conversations. Companies with great customer experiences invest in their employees. Create simple, great...
Finding Creativity in Constraint with Stephen Kieran, Founder at Kirean Timberlake
October 07, 2020 22:15 - 24 minutes - 22 MBInsight: The power of constraints and limitations Inspiration: Dr. Seuss’ Green Eggs and Ham Modern Day Execution: Stephen Kieran, Partner at KieranTimberlake. Three Takeaways The best creatives have a dialogue with both their audience/users and the materials they use to create. Instead of sprinting towards the finish line, they’re keyed into their work and constantly assessing its progress at every step. Whether you’re building a business or a building, keep context in mind. What you ...
Finding Creativity in Constraint
October 07, 2020 22:15 - 24 minutes - 22 MBInsight: The power of constraints and limitations Inspiration: Dr. Seuss’ Green Eggs and Ham Modern Day Execution: Stephen Kieran, Partner at KieranTimberlake. Three Takeaways The best creatives have a dialogue with both their audience/users and the materials they use to create. Instead of sprinting towards the finish line, they’re keyed into their work and constantly assessing its progress at every step. Whether you’re building a business or a building, keep context in mind. What you ...
The Art of Anticipating Needs
October 01, 2020 01:08 - 28 minutes - 26.4 MBThere's an invisible art to incredible customer experiences. When it's done well, the customer gets what they need before they ask for it. To master that art, you have to anticipate the tiny details that make or break a customer experience, all while keeping an eye on the rest of your business. On this episode of Often Imitated we explore how great leaders make anticipating customers' needs a key pillar in their success. Experience: Building a customer-first business Inspiration: Lee I...
The Art of Anticipating Needs with Ali Diab, CEO at Collective Health
October 01, 2020 01:08 - 28 minutes - 26.4 MBThere's an invisible art to incredible customer experiences. When it's done well, the customer gets what they need before they ask for it. To master that art, you have to anticipate the tiny details that make or break a customer experience, all while keeping an eye on the rest of your business. On this episode of Often Imitated we explore how great leaders make anticipating customers' needs a key pillar in their success. Experience: Building a customer-first business Inspiration: Lee I...
Overlooked and Underserved with Tonio DeSorrento, Co-Founder & CEO at Vemo Education
September 23, 2020 17:17 - 23 minutes - 21.7 MBPricing and cost are always sticking points when it comes to CX. But what if there was a better way? How can CX leaders build a win-win experience? To get an answer, we looked at the experience of Madam CJ Walker and spoke to Tonio DeSorrento, CEO of Vemo. Tonio is doing something unheard of in student loan financing. He's building with students in mind. Experience: Designing experiences for overlooked communities Inspiration: Sarah Breedlove aka Madam C. J. Walker Modern Day Execution...
Overlooked and Underserved
September 23, 2020 17:17 - 23 minutes - 21.7 MBPricing and cost are always sticking points when it comes to CX. But what if there was a better way? How can CX leaders build a win-win experience? To get an answer, we looked at the experience of Madam CJ Walker and spoke to Tonio DeSorrento, CEO of Vemo. Tonio is doing something unheard of in student loan financing. He's building with students in mind. Experience: Designing experiences for overlooked communities Inspiration: Sarah Breedlove aka Madam C. J. Walker Modern Day Execution...
The Power of the Outsiders
September 16, 2020 17:25 - 21 minutes - 19.7 MBWhen insiders get wrapped up in the way things are, it takes an outsider to see how they could be. On this episode of Often Imitated we explore how outsiders find new and novel ways to win -- and create great customer experiences. Experience: Building an outsider's mindset and designing CX from scratch Inspiration: The 1936 US Olympic Rowing Team Modern Day Execution: Dustin Cohn, Head of Brand & Marketing at Goldman Sachs Consumer and Investment Management 3 Takeaways Transparency is ...
The Power of the Outsiders with Dustin Cohn, Head of Marketing at Marcus by Goldman Sachs
September 16, 2020 17:25 - 21 minutes - 19.7 MBWhen insiders get wrapped up in the way things are, it takes an outsider to see how they could be. On this episode of Often Imitated we explore how outsiders find new and novel ways to win -- and create great customer experiences. Experience: Building an outsider's mindset and designing CX from scratch Inspiration: The 1936 US Olympic Rowing Team Modern Day Execution: Dustin Cohn, Head of Brand & Marketing at Goldman Sachs Consumer and Investment Management 3 Takeaways Transparency is ...
Reinventing the Wheel with Zach Scheel, CEO at Rhumbix
September 09, 2020 18:18 - 17 minutes - 15.9 MBIn 1969, Neil Armstrong walked on the moon. A little less than a year later, someone had the bright idea to put wheels on the bottom of luggage. How could such a seemingly obvious UX improvement remain undiscovered for so long? On this episode, we also speak to Zach Scheel, Co-founder and CEO of Rhumbix about how he’s doing something similarly revolutionary: Ditching the fax machine and digitizing the construction industry. Experience: How to build an experience tailored to your customers...
Reinventing the Wheel
September 09, 2020 18:18 - 17 minutes - 15.9 MBIn 1969, Neil Armstrong walked on the moon. A little less than a year later, someone had the bright idea to put wheels on the bottom of luggage. How could such a seemingly obvious UX improvement remain undiscovered for so long? On this episode, we also speak to Zach Scheel, Co-founder and CEO of Rhumbix about how he’s doing something similarly revolutionary: Ditching the fax machine and digitizing the construction industry. Experience: How to build an experience tailored to your customers...
How Benjamin Franklin was a Copy Cat
September 02, 2020 16:28 - 19 minutes - 18.3 MBWhat unique experience did Benjamin Franklin create by founding his Junto and how can we replicate it today? To find out, we talked to Shari Johnston, founder of Women in Revenue about how she's leading an organization that drives real impact and creates invaluable experiences for its members. Experience: How do you build a community? Inspiration: Benjamin Franklin's Junto Execution: Shari Johnston's Women in Revenue 3 Takeaways: You need to lead customer experience with cohesive conver...
How Benjamin Franklin Was a Copy Cat with Shari Johnston, Founder of Women in Revenue
September 02, 2020 16:28 - 19 minutes - 18.3 MBWhat unique experience did Benjamin Franklin create by founding his Junto and how can we replicate it today? To find out, we talked to Shari Johnston, founder of Women in Revenue about how she's leading an organization that drives real impact and creates invaluable experiences for its members. Experience: How do you build a community? Inspiration: Benjamin Franklin's Junto Execution: Shari Johnston's Women in Revenue 3 Takeaways: You need to lead customer experience with cohesive conver...
Trailer
August 20, 2020 20:10 - 2 minutes - 2.33 MBOften Imitated is a podcast about incredible experiences from the past, and how they inspire great customer experiences today. The experiences that are envied, talked about, and, well, often imitated. We want to provide you with the great ideas that you will be proud to steal from. So whether you’re a business leader looking to stay ahead of the curve or just someone with a big idea you just can’t shake, this podcast is for you. So sit back, tap subscribe, and get ready to hear about some ...