Experience This! (Joey Coleman and Dan Gingiss)

Learn about the value of having fun within a business, the way products differ from region to region, and the continued importance of connecting with your customers using meaningful, customized communications. 

Bite-Sized Delight From the Episode:

• Explore Ways to Infuse More Fun in Your Workplace - Kristi Herold's new book, "It Pays to Play" offers a roadmap for enhancing employee engagement, retention, and participation using intentional play. 

• Pay Attention to Whether You're Using the App or It's Using You - The difference between TikTok's Chinese version and American version illustrates the importance of being vigilant when it comes to social media usage and application, especially for more global outreach efforts. 

• Find the Balance between Customer Data and Personalization - Salesforce's 8th Annual "State of Marketing" Report showcases how the best companies are pushing the envelope on customization of customer communications, while maintaining a healthy respect for customer privacy. 

Are You Looking for Things We Referenced?

• "It Pays to Play: How Play Improves Business Culture" - by Kristi Herold at JAM

• Brian Solis, Global Innovation Evangelist at Salesforce

• TikTok in China vs. the U.S.A. - as featured on 60 Minutes 

• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 

• The 8th Annual “State of Marketing” Report from Salesforce 

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

Learn about the must-read customer experience book of 2023, how rockstars connect with their raving fans, and the things you never knew, but always wanted to ask, about CX professionals.

Bite-Sized Delight From the Episode:

• Create Superfans - Brittany Hodak's must-read book "Creating Superfans: How To Turn Your Customers Into Lifelong Advocates" offers a fantastic playbook for succeeding in the Experience Economy.

• Celebrate Half-Birthdays - stand out from the crowd by celebrating your customers' (and employees') half-birthdays.

• Go Beyond the Professional Experience - learn more about the life behind the work when we ask questions of three CX professionals

Are You Looking for Things We Referenced?

• Creating Superfans: How To Turn Your Customers Into Lifelong Advocates - by Brittany Hodak

• Lomi - countertop composting

• Jack Carr - fiction writer of the The Terminal List series

• Stamps.com - print postage at home!

• The End of the World is Just the Beginning: Mapping the Collapse of Globalization - by Peter Zeihan

• Never Lose an Employee Again: The Simple Path to Remarkable Retention - by Joey Coleman

• If I Understood You, Would I Have This Look on My Face?: My Adventures in the Art and Science of Relating and Communicating - by Alan Alda

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

Learn 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 influencer when the consumer knows the influencer isn’t a real human.
• Tell Your Story in a Simple, Compelling Fashion - the San Juan Island Sea Salt website and packaging sells the value and creativity of the product before the jar is ever opened!

Are You Looking for Things We Referenced?
• Ultimate Iron Man - by LEGO

• LEGO on Spotify - The Waterfall

• Lil Miquela - Hard Feelings

• Lil Miquela

• ThisPersonDoesNotExist.com

• Solvvy - The Next-Gen Chatbot

• San Juan Island Sea Salt

• “Website Navigation by Tank Design” - Experience This Show - Episode 48

Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Learn how the words in your website navigation actually make a difference, how saying the right thing can turn a failure into another try, and why aligning your internal culture with your brand may be the secret to some of the world’s most successful companies!

Bite-Sized Delight From the Episode:
• How the labels used for your website navigation make a difference when it comes to customer retention and engagement.
• How your response to failure helps you connect with customers and keep them loyal even longer.
• How to effectively align your brand image and your internal culture.

Are You Looking for Things We Referenced?
• “New Research Shows Website Navigation May Be Losing You Customers” by Dan Gingiss

• “Fusion: How Integrating Brand and Culture Powers the World's Greatest Companies” by Denise Lee Yohn

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about a warm welcome that creates new loyalty, key tricks for keeping going when the experience starts to wane, and the importance of a final positive experience before a customer leaves.

Bite-Sized Delight From the Episode:

• Make Sure Your Employees are Loyal to Your Loyalty Program - Loyalty programs only work if everyone on your team genuinely understands the benefits and can explain them succinctly to your customers.

• Get Back to Basics - Alan Stein Jr.'s new book "Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout" offers tips and techniques for performing at a high level over an extended period of time - something every CX professional needs to do.

• Make Canceling Easy - Offboarding is just as important as onboarding and is often the final memory a customer has of your brand when they go out into the marketplace and talk about their interactions with you. Make sure they have nice things to say by making it easy to quit doing business with you.

Are You Looking for Things We Referenced?

• Kwik Rewards

• Dick’s Sporting Goods

• Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout - by Alan Stein, Jr.

• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel

• LawDepot

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman

Dan Gingiss

How 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?

• "This Coach Improved Every Tiny Thing by 1 Percent and Here’s What Happened" by James Clear
• Smarter CX by Oracle

Learn 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 conscious versions. Put people over profits in the short term to keep customers and employees in the long term.  
Happy Employees Equals Happy Customers - Employee experience is just as vital (if not more so) than customer experience during times of crisis. Don’t forget about the people that serve your customers.
Don’t Forget About Your Suppliers and Providers - Every business and individual has suppliers, vendors, providers, and merchants that provide critical products and services. What are you doing to take care of your suppliers/providers so that they are still in business after the COVID-19 crisis ends?
Use Your Resources/Expertise to Help - Identify ways to provide valuable resources to your customers and prospects alike.

Are You Looking for Things We Referenced?
Message from Schwab’s CEO Walt Bettinger
Capitalism Meets Coronavirus: How Companies Are Responding - by JUST Capital
10 Positive Updates on the COVID-19 Outbreaks From Around the World - by McKinley Corbley on Good News Network
The FutureLoop Pandemic Special Edition - by Peter Diamandis

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about the reasons why so many big brands are disappearing, the best customer service email ever, and freedom of choice at the ATM.

Bite-Sized Delight From the Episode:
• Why almost every industry is suffering from commoditization, low barriers to entry, and low switching costs for consumers - which is forcing companies to adopt a customer-centric mindset instead of a product-centric mindset in order to stay afloat.
• How a pet brand continues to build life-long customers, time and time again.
• How a bank changed its behavior to focus more on customers’ wants and needs.

Are You Looking for Things We Referenced?
• “The Violence of the Experience Economy” – by Mary Drumond, LinkedIn

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about the less-than-straight path of the typical B2B customer, the power of words as demonstrated by the one and only Mr. Rogers, and The Department of State’s efforts to make the customer journey efficient and effective!

Bite-Sized Delight From the Episode:
• How the non-linear, B2B customer journey is filled with efforts to find information, validate that information, and then align the seven internal stakeholders who need to buy in.
• How Mr. Rogers applied a 9 step process to make sure his language and messaging was understood by everyone in his audience.
• How The United States State Department developed an easy and efficient process for getting a passport in a hurry - while taking into consideration their “customers” needs and wants.

Are You Looking for Things We Referenced?
• "If You Think The Customer Journey Is Linear or a Funnel, New Research Suggests You Are Wrong." by Kimberly Whitler
• "Mr. Rogers Had a Simple Set of Rules for Talking to Children." - by Maxwell King

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 yet another category.
• Inflatable Pools with a Free Prize Inside - An unexpected free gift (that would normally be an upsell) helps connect end users to the manufacturer - even thought the item was purchased through a third party.

Are You Looking for Things We Referenced?
• Speaking to Customers in Uncertain Times - by Packard, Moore, and McFerrin in the M.I.T. Sloan Management Review
• The Apple Credit Card
• Cracker Jack-esque Surprises

Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Learn about an airline that decided to stop providing telephone customer service, how to improve on the B2B experience, and a government crackdown on unnecessary fees.

Bite-Sized Delight From the Episode:

• Don't Call Us - Frontier Airlines' controversial decision to eliminate their customer service phone number may save money but may cost them customer loyalty (and will surely impact customer experience).

• B2B Businesses Should Improve Their Customer Experience - In his new book, "Do B2B Better: Drive Growth Through Game-Changing Customer Experience," Jim Tincher shares tips and techniques for improving customer experience in a B2B setting and gaining executive buy-in for CX initiatives. 

• The Government Plans to Help the Experience - The FTC is launching a new rulemaking process in an attempt to reduce junk fees for event ticketing, hotels, funeral homes, and other industries that force consumers to pay ridiculous fees.

Are You Looking for Things We Referenced?

• "Frontier Airlines Gets Rid of Telephone Customer Service" - by Leslie Josephs on CNC.com

• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 

• "Do B2B Better: Drive Growth Through Game-Changing Customer Experience" - by Jim Tincher

• Biden Targets Hidden 'Junk Fees' from Banks, Cable TV, Concert Tickets - By Hannah Lang, Doina Chiacu, and Trevor Hunnicutt on Reuters 

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

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 need to constantly be iterating and innovating when it comes to your use of technology - which means QR codes deserve another look in your business.

• Remote COVID Testing Showcases Creative Brand Extensions - A remotely-confirmed COVID test result gives BinaxNow a premium offering - and experience - for travelers.

Are You Looking for Things We Referenced?

• Maverick1000

• Antarctica21

• Join Joey in Supporting Marine Protected Areas in Antarctica

• Chilean COVID-19 Mobility Pass

• Coinbase Super Bowl QR Code Advertisement

• eMed Enabled COVID-19 At-Home Test and Lab Report

• Rate and Review The Experience This! Show

• Experience This Show! - past episodes

Learn more about the Experience This Show and the hosts: 

Joey Coleman

Dan Gingiss

Learn about a new hot spot in Las Vegas serving an unusual target market, creative ways to build a relationship with your desired audience, and the impact of sending thoughtless messages to long term customers.

Bite-Sized Delight From the Episode:
• A Wellness Resort in Sin City - Discover a new resort targeting a growing customer base of travels to Las Vegas.
• Smart Partnerships Build Loyalty - Explore how aligning with a company serving your target market helps build your brand reputation.
• Know What the Other Side is Doing - Learn how a large bank, operating in silos, creates a negative customer experience month after month.

Start the Conversation:
Do we offer customers the tools and access they need to confidently resolve issues?

Are You Looking for Things We Referenced?

Forget Blackjack by Rachel Cormack in Robb Report magazine

Mamava

Zappos

Experience Conversations

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about new tactics to enhance your customer service in social media, how one school district deals with frustrated parents on snow days, and the airline that saved a wedding.

Bite-Sized Delight From the Episode:
• How to better serve your customers across all social media platforms.
• How to explain and empathize when communicating about unfortunate situations that will impact your customers.
• How to go the extra mile for a customer - and provide the opportunity for others to watch the process.

Are You Looking for Things We Referenced?
• How to Improve Your Social Customer Service in Three Easy Steps
• Four Ways to Speak to Your Customers Effectively on Social Media
• How to Take Your Customer Care on Social Media to the Next Level
• EmpowerCX - April 9-10, 2019 - Ft. Lauderdale, Florida

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

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 Use Net Promoter Score the Right Way - Fred Reichheld's newest book "Winning on Purpose - The Unbeatable Strategy of Loving Customers" shows that when used properly, NPS scores are still a valuable way to enhance your customers' experiences and improve your bottom line.

• Listening to Your Customers Can Be Creepy - Using technology to listen to your customers' private conversations and then feed them targeted promotions can easily produce a negative experience.

Are You Looking for Things We Referenced?

• Winning on Purpose - The Unbeatable Strategy of Loving Customers - by Fred Reichheld

• Rate and Review The Experience This! Show

• Experience This Show! - past episodes

Learn more about the Experience This Show and the hosts: 

Joey Coleman
https://joeycoleman.com/

Dan Gingiss
https://dangingiss.com/

Learn about one of the biggest annoyances in air travel, treating your most loyal customers poorly, and the importance of learning all you can about your customers.

Bite-Sized Delight From the Episode:
• Consider How You’re Treating Your “Middle Seat” - on airlines, the middle seat is the worst customer experience. How are you using creativity and technology to enhance the “middle seat” experience in your business?
• Expiring Customer Loyalty Rewards Doesn't Feel Very Loyal to the Customer - are your loyalty programs governed by archaic, non-customer-centric rules? If so, does that feel like loyalty to your customers?
• Does Your Organization Apply “Customer Understanding" - learn how to use listening, characterizing, and empathizing to build customer experience

Start the Conversation:
Have we fully explored the role bots play in our customer interactions?

Are You Looking for Things We Referenced?
"Airlines are Finally Fixing the Middle Seat" - by Mark Wilson, featured at FastCompany.com

“When Loyalty Rewards Expire, So Does a Customer’s Loyalty” - by Dan Gingiss, featured atForbes.com

Customer Understanding - by Annette Franz

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn how to identify customer sentiment using more than just words, why asking for feedback shouldn’t annoy customers, and how a new store operates without cashiers.

Bite-Sized Delight From the Episode:
• How to analyze emojis to determine customer sentiment.
• What types of questions you DON’T want to ask your customers.
• How Amazon’s Go Store in changing the convenience store experience.

Are You Looking for Things We Referenced?
• Amazon Go Store

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about crosswalk and elevator buttons that don't work, medical appointments that don't start on time, and a taste test that defies expectations!

Bite-Sized Delight From the Episode:
• How the “illusion of control” can make a customer feel a sense of ownership, when in reality, they have no control over the situation at all.
• How combining the acknowledgment of a mistake with a small gift can turn a customer’s experience from a frown to a smile.
• How transforming a taste-testing event into an unforgettable experience by inviting your potential customers to participate and personalize their beverage.

Are You Looking for Things We Referenced?
• “Illusion of Control: Why the World is Full of Buttons That Don't Work” by Jacopo Prisco

• “How to Create a Remarkable Experience Without Pulling Teeth” by Dan Gingiss

• Sipsmith Gin

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Five-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 trends of today leads to a marketing plan that outlasts the rest.
• Why customer complaints can be a godsend to turning your company's detractors into an army of advocates.

Are You Looking for Things We Referenced?

• Siri sings “I See a Little Silhouetto of a Man”
• Perennial Seller by Ryan Holiday
• Why Customers Complain and How It Can Help Your Business
• Focus on Customer Service podcast - How Nextiva Makes B2B Social Care Cool

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 masks to use during the COVID-19 pandemic.
• Emotional Intelligence Goes Viral - a savvy response to a viral TikTok video left Ocean Spray looking wise, relevant, connected, and courteous.

Are You Looking for Things We Referenced?
• Fretboard Coffee
• “Apple Design Teams Develop Special Face Masks for Employees” - by Mark Gurman in Bloomberg.com
• Experience Points - presented by Avtex
• Ocean Spray Just Gave Viral Skateboarding TikTok Guy an Extraordinary Gift - It’s a Lesson in Emotional Intelligence - by Justin Bariso in Inc.com

Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Learn why it's important to ask your customers what they think about your changes, how to make transitions less turbulent for customers, and how to make the wait a memorable customer experience!

Bite-Sized Delight From the Episode:
• Listen Before Changing Things - Check in with your customers before assuming they will love your new and improved changes.
• Consider Customers During Any Transition - Keep the customer experience in mind when big transitions occur in your company.
• Make the Wait Worth It - You can't always avoid the line, but you can always make the wait an experience of its own.

Start the Conversation:
Does our IVR system meet the needs and expectations of our customers?

Are You Looking for Things We Referenced?

Is the best customer experience always the right customer experience? by Jennifer Arnold for SAP

The Future of Customer Engagement and Experience

8x8 Inc.

Salt & Straw

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

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-invent Icons - Ability Signs is on a mission to highlight abilities instead disabilities with an update to the infamous blue and white handicap wheelchair icon.

• 12 Actions for Improved Experience - Jon Picoult’s book “From Impressed to Obsessed" offers science-based experience design suggestions for turning customers and employees into lifelong fans.

Are You Looking for Things We Referenced?

• Emerging Trends in Customer Experience - Nextgov highlights the latest in digital service delivery in the federal government (e-book)

• Ability Signs

• From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans - by Jon Picoult

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn about how one company rolled back a major decision after customer backlash, how immersive experiences have become all the rage, and how you can create experiences anywhere - even when a customer makes a mistake.

Bite-Sized Delight From the Episode:

• Listen AND Respond to Your Customers - When loyal customers backlashed at the elimination of a feature enjoyed by a small but vocal portion of users, TurboTax reversed their decision and re-instated the "ItsDeductible" program. 

• Think Immersive for Your Experiences - As customers crave more immersive experiences, explore ways to deliver "above and beyond" like the Museum of Ice Cream in Chicago.

• Make Mistakes and Errors Playful - A fun, playful, creative 404 error page is a great opportunity to bring surprise and delight to a customer that makes a mistake on your website.

Are You Looking for Things We Referenced?

• “Inside Perspective: From Harry Potter to Ice Cream, Immersive Experiences are Coming to Chicago: ‘Interactivity has been the trend’” - by Samantha Nelson in the Chicago Tribune

• The Experience Maker - by Dan Gingiss

• Dan's LinkedIn Discussion about 404 Error Pages

• Experience This - Episode 26 - "Healthy, Error-Free, and Pregnancy!"

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

We 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.

Are You Looking for Things We Referenced?

• Episode 9 - How Restaurants, Health Insurers, and Nike Make Remarkable Experiences
• Network Health Wisconsin on Twitter
• The Outsized Impact of Invisible Service Providers
• Understanding Health Insurance
• The 5 9 Customer Service Index

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Your 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?)
• customer frustration detection (a way to maximize your customer experience and simplify)

Bite-Sized Delight from the Episode:

• Expand your competitive set beyond your direct competitors.
• Why gaining valuable insight into customer's habits and behaviors means playing with the fun tools and devices they use at home.
• Check in on any systems you’ve previously automated to make sure they are still functioning as well as they could and should.

Are You Looking for Things We Referenced?

• Are Your Customers Cheating On You? http://bit.ly/2y4c0qt - by Shep Hyken
• Three Ways Companies Can Simplify Customer Service and Make People Happier http://tek.io/2y5Ps90 - by Mary Shacklett
• Digital Transformation: The Three Areas of Customer Experience to Invest in Right Now http://www.oracle.com/connectedCX - from our friends at Oracle CX Cloud - thanks for sponsoring the show!
• Gino’s Chicago Style Pizza: https://Gino’s.com/

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about major customer experience fails that were so easy to avoid including: a server blaming the kitchen for a food mistake, a professional sports team not valuing a 34-year season ticket holder, and a B2B partnership that faltered when one company publicly bad mouthed the other!

Bite-Sized Delight From the Episode:
• How remarkable customer experiences hinge on having well-trained, happy employees who proudly represent your brand and understand their critical contribution to the customer experience.
• Why customer loyalty is earned over time and why it’s crucial to stay connected to your long-term customers.
• Why the experiences you give to your vendors and partners are just as important as the experiences you give your customers.

Are You Looking for Things We Referenced?
• “Don’t Blame Me. I Just Work Here.” by Shep Hyken

• Focus on Customer Service: Scotty's Brewhouse

• Why Loyalty Must Go Both Ways With Your Best Customers

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 Fine Print - a collection of reading glasses for citizens to use when visiting the county Auditor’s Office provides a level of personal care not normally witnessed in government offices
• Fake or Fact?! - see if our celebrity contestant Neen James can figure out which experiences are Fake or Fact as part of our new game show Experience Points!

Are You Looking for Things We Referenced?
• Inside Your Customer’s Imagination - 5 Secrets for Creating Breakthrough Products, Services, and Solutions - by Chip Bell
• Disruption (from the Inside Your Customer’s Imagination Song Book by Chip Bell)
• Experience Points - presented by Avtex
• Neen James - leadership expert, best-selling author, and world class speaker on attention, productivity, and focus

Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

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 personifying their noise cancelling headphones by giving them a name and in the process, creating a stronger bond between the user and their technological device.

• Reward Your Customers for Your Labor Shortages - Domino's new "tip" for customers picking up their pizza offers a playful way to acknowledge the practical realities of delivery driver labor shortages.

Are You Looking for Things We Referenced?

• Bose Noise Canceling Headphones

• Conversation Corner with Help Scout

• Domino's Response to the Labor Crunch: Pick Up Your Own Damn Pizza - by Rebecca Deczynski in Inc.com

• Press Release: Domino's Carryout Tips: Because You Earned It

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman

Dan Gingiss

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 (like office tours and responding to every online review) to deepen relationships with both customers and prospects.

• To Do Everything Better,Focus on Doing One Thing at a Time - Thatcher Wine’s book “The Twelve Monotasks: Do One Thing at a Time to Do Everything Better” encourages readers to narrow and limit activities and focus in order to counter the loss of productivity and impact that comes from multitasking.

Are You Looking for Things We Referenced?

• All Those 23andMe Spit Tests Were Part of a Bigger Plan - by Kristen V Brown in Bloomberg Businessweek

• A&S Motorcycles - home to Randy Felice

• Rate and Review The Experience This! Show

• The Twelve Monotasks: Do One Thing at a Time to Do Everything Better - by Thatcher Wine

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

What 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 disruption.

Are You Looking for Things We Referenced?

• "This is Your Brain On Boarding: How to Turn Visitors Into Users" by Nir Eyal
• "Adding Friction to Onboard Customers and Employees" by Robert Richman
• Smarter CX by Oracle
• The Oracle CX Assessment Tool

Learn about a flight crew’s commitment to deliver an “out of this world” experience for their passenger, how ending a relationship is just as important as starting a relationship, and how moving doesn't have to be a nightmare experience.

Bite-Sized Delight From the Episode:
• How Southwest airlines went above and beyond to help a passenger create a once-in-a-lifetime photograph of The Great American Eclipse
• Why Audible’s process for canceling a subscription will keep customers coming back for more
• Why people - not boxes - are the most important component of a successful move

Are You Looking for Things We Referenced?
• “This Is The Most Amazing Photo Ever Taken From a Commercial Airplane” by Bill Murphy, Jr.
• Black Belt Movers

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about the role of gender in artificial intelligence, explaining a printed piece of paper using a video, and taking an online store into a real world setting - at the mall.

Bite-Sized Delight From the Episode:
• How to remover gender roles from A.I. Voice Assistants.
• How video can make paper bills easier to understand.
• How Amazon’s 4-Star Store brings e-commerce to life in a shopping mall.

Are You Looking for Things We Referenced?
• The World’s First Genderless A.I. Voice is Here. Listen Now. by Mark Wilson
• “Q” - The World’s First Genderless Voice
• Amazon’s 4-Star Store

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 way to navigate fears and concerns about COVID-19.
• Become Known for the Opposite of What You’re Known For - A generous donation of “not juice” allows Capri Sun to help out during a pandemic.

Are You Looking for Things We Referenced?
• Starbucks Virtual Backgrounds
• Two Florida teachers turned their students' desks into little Jeeps to make social distancing less scary
• Not Juice Capri Sun Taste Test

Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Learn about when good customers do bad things, the “last mile” in retail, and the “great expectations” of your customers.

Bite-Sized Delight From the Episode:

• It Could Always Be Worse - Customer experience professionals often worry about their customer fails and while we should always be trying to improve, it's also okay to laugh from time to time at customers' crazy expectations.

• Don't Forget the Last Mile - If you sell products that are delivered to your customers, the experience of delivery to their front door is STILL part of your experience. Make sure you deliver all the way!

• What Do Your Customers Really Expect? - Research from Chattermill shows that businesses may be delivering on their own expectations (internal), but most aren't meeting their customers' expectations (external).

Are You Looking for Things We Referenced?

• "43 ‘Customer Crimes’ That Customer-Facing Workers Can’t Stand" by Ross Yoder at BuzzFeed

• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel

• "Great eCXpectations: How to Deliver the CX Your Customers Really Want" - by Chattermill

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman

Dan Gingiss

Learn 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 interactions will allow you to stand out from the crowd and be ahead of the noise.
• Think.Do.Say. - Ron Tite’s actionable and entertaining book Think.Do.Say. offers a playbook for creatively capturing the attention of increasingly distracted consumers.

Are You Looking for Things We Referenced?
Montage Los Cabos
You Can Now Have John Legend as Your Google Assistant Voice - by Jordi Lippe-Mcgraw in Architectural Digest
Think. Do. Say. – by Ron Tite

Get more resources and the full show notes at http://ExperienceThisShow.com. Thanks for joining us for Season 5 and we’ll see you soon for Season 6!

Learn how a cable company made it easier to find the shows you want, a personalized way to introduce yourself to new customers, and a collection of New Year's resolutions from the world of customer experience.  

Bite-Sized Delight From the Episode:
• How using voice technology can help all of your customers use your products and services better.
• How personalized video messages help get new customer relationships off to a great start.
• How to develop New Year’s resolutions to enhance your customer experience in 2019 and beyond.

Are You Looking for Things We Referenced?
• Comcast X1 Voice Remote

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Customer 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 sales to customer retention sets the tone for your relationship... handle them with care!

Are You Looking for Things We Referenced?

• Reach for these words when #@$&! won't do by Eric Zorn
• Customer Service Reminder: Don't Drop The Ball On The Handoffs by Micah Solomon

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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” leaves clues for creating breathtaking interactions that will leave your customers raving to their friends and family. 
• In a Busy World, Make Time for Silence - Ryan Holiday’s book Stillness is the Key offers a recipe for getting more out of life by putting less into your life.

Are You Looking for Things We Referenced?
Singularity Sushi
Darren Brown’s Secret
Avtex Engage
Stillness is the Key  - by Ryan Holiday

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 Chat Benchmark Report 2020" details trends in chat statistics including the use of co-browsing, proactive chatting, and chatbots.
• Unusual Return Policies - Amazon packages can now be returned at Kohl's but the process is still a bit choppy. What happens when the best intentions fail because of poor execution?

Are You Looking for Things We Referenced?
Ignore Your Customers (And They’ll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience

Live Chat Benchmark Report 2020 by Comm100

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 - Normally experts at designing customer experiences, Chik-fil-a missed the opportunity to harness their employee’s talent when she made a “secret menu hacks” Tik Tok video and instead fired her - leading to even more undesired publicity.
• Build a Cult of Customers - Shep Hyken’s book Cult of the Customer outlines a process for creating a corporate culture that is so focused on taking care of and tending to employees and customers, that the culture itself creates evangelists

Are You Looking for Things We Referenced?
• Juniper Books (https://www.juniperbooks.com/)
• Tik Tok - Chik-fil-a Menu Hacks
• Experience Points - presented by Avtex
• The Cult of the Customer - by Shep Hyken

Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Learn 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 customer.

• Unexpected Experiences in Unexpected Places Create Remarkable Interactions - A law firm with “The World's Greatest Toy Closet” creates a memorable interaction for their client’s children.

Are You Looking for Things We Referenced?

• Delta’s Apology for Not Meeting Customer Expectations

• The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share - by Dan Gingiss

• Shaheen Law Firm (Richmond, VA) - home to The World’s Greatest Toy Closet

Learn more about the Experience This Show and the hosts:

• Joey Coleman

• Dan Gingiss

Learn 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 connection with customers by making one-off communications the norm.
• Make Errors Easy to Correct - if a customer makes a mistake, tell them and make it easy for them to correct.

Are You Looking for Things We Referenced?
• “At this bookstore in Taiwan, visitors shop in the dark” - by Maggie Hiufu Wong for CNN Travel (cnn.com)
• “A Surreal New Bookstore Has Just Opened in China" - by Elizabeth Stamp in Architectural Digest
• Habit Nest
• Experience Points - presented by Avtex

Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

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 affinity and receive unique perks for continued and ongoing support/patronage.

• Sustain Support with Sustainable Offerings - As the marketplace becomes more environmentally conscious, your offerings and operations need to consider the environmental impact more.

Are You Looking for Things We Referenced?

• "Sale of Marlboro Ranch Snuffs Out Smokers’ Vacation Dreams" - by Jennifer Maloney and Omar Abdel-Baqui

• Improving Our Packaging - Amazon’s Shipping Sustainability Initiatives

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn about how extreme political views can affect your customers’ decision making, why the U.S. federal government shutdown had wide ranging “experience” impact, and how brands can help unite a divided nation.

Bite-Sized Delight From the Episode:
• How the extreme political beliefs of your customers can impact your customer experience.
• How to turn challenges your customers face into moments of customer experience delight.
• How your organization can help unite a divided country.

Are You Looking for Things We Referenced?
• People With Extreme Political Views Have Trouble Thinking About Their Own Thinking - by Popular Science
• What Customers Wants From Brands in a Divided Society - by Sprout Social

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn how artificial intelligence can enhance customer support, how entrepreneurs can find inspiration in self reliance, and how one customer's behavior can impact another customer's experience.

Bite-Sized Delight From the Episode:
• Artificial Intelligence Helps Connect - Using artificial intelligence to shape language and guide customer service representatives as they speak with clients.
• Historical Inspiration for Modern Marketers - Daily meditations and musings offer motivation and reflection for self reliant entrepreneurs.
• One Customer's Behavior Can Impact Everyone - Overall customer experience can be tainted by the irresponsible actions of a single customer.

Start the Conversation:
What customer data are we tracking, and we effectively using it to drive better experiences?

Are You Looking for Things We Referenced?

This AI Software Is 'Coaching' Customer Service Workers. Soon It Could Be Bossing You Around, Too - by Alejandro De La Garza

The Self Reliant Entrepreneur: 366 Daily Meditations to Feed Your Soul and Grow Your Business - by John Jantsch

Experience Conversations

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 their customers by using their birthday to play the #1 song from when they were 14 years old as their hold music.
• Make Sure Your EX and CX are Part of Your Interview Process - show candidates how your company culture operates before they join the team to maximize their culture fit.

Are You Looking for Things We Referenced?
• “Anticipate Customer Needs and Engage Them with Your Packaging” - Experience This Show - Episode 56
• 52 Things I Learned in 2020 - by Tom Whitwell (Flux Studios)
• Octopus Energy - Hold Music
• Solvvy - The Next-Gen Chatbot
• “4 Steps to Sharing Company Culture During the Interview Process, and Why You Need To” - by Tony Amante Schepers

Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Learn 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, Find Your Red Thread offers a blueprint for using story to make your big ideas irresistible.
• Forget Their Shoes - Step Into Your Customers’ Headphones - A protagonist playlist like the one created by author Olivia Abtahi for her book Perfectly Parvin offers inspiration for creating a playlist to accompany your customers’ journeys.

Are You Looking for Things We Referenced?
• I Love It Here: How Great Leaders Create Organizations Their People Never Want to Leave - by Clint Pulver
• Find Your Red Thread: How to Make Your Big Ideas Irresistible - by Tamsen Webster
• Solvvy - The Next-Gen Chatbot
• Perfectly Parvin - by Olivia Abtahi
• Perfectly Parvin Protagonist Playlist

Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Learn 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 looking for organizations that do their part to help the environment and “green” parking spaces are but one way to signal the type of customer you’re trying to attract.
• Change Your Business to Meet Shifting Expectations - As customers change what they expect, the best businesses shift their operations to meet customers’ new behaviors. Delta Airlines and the Atlanta Airport conserve and restore water by installing reusable water bottle filling stations throughout the airport to the delight of their increasingly environmentally conscious customers.

Are You Looking for Things We Referenced?
• Pela Case - compostable mobile phone cases
• Delta Airlines Water Conservation and Restoration Project

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Discover 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 customer experience.
• LEGOs and Harry Potter - Discover how LEGO made a lifelong customer through an empowered employee and a connection with Harry Potter.

Start the Conversation:
Have we taken steps to truly understand the path our customers take to interact with our brand?

Are You Looking for Things We Referenced?

Which is your CX Priority: Satisfied Customer or Profit? by Mary Drummond

www.alliepleiter.com

Experience Conversations

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn why it's important to maintain a standard of excellence, why you may need to fix things about your business that aren't broken, and why a simple math error can cause your customers to lose their trust in you.

Bite-Sized Delight From the Episode:
• Be Careful About Raising the Bar - Explore how maintaining a standard of excellence will set you apart from the competition.
• If It Ain't Broke, It May Need Fixing - Learn why it's important to improve and enhance all aspects of the business, even if they aren't broken.
• Sometimes Math Matters - See how simple math errors can cause your customers to lose trust in you.

Start the Conversation:
Are our security policies or processes negatively impacting our customers?

Are You Looking for Things We Referenced?

Don’t Fix it if it isn’t Broke: 10 Reasons this Phrase is Holding Your CX Back by Becky Roemen from her blog, Tin Cans and String

3 Examples Of Savvy Customers Winning By Simply Doing The Math by Dan Gingiss in Forbes

Experience Conversations

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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) shares creative ways to use video to explain yourself to customers.
• Take the Online into The Real World - A thoughtful response to a sick birthday girl makes for an unexpected offline experience that creates a lifelong customer.

Are You Looking for Things We Referenced?

The Customer of the Future: 10 Guiding Principles For Winning Tomorrow's Business

Signal TV

Zogics

Puffs Tissues

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 for making new leaders successful.
• Comforts of Home on the Road - By placing an Amazon Echo smart speaker into each guest room, The Charlotte Marriott City Center makes visitors feel at home by inviting Alexa into the conversation.

Are You Looking for Things We Referenced?
Welcome to the Era of the Post-Shopping Mall - by Amanda Hess, New York Times

Welcome to Management - by Ryan Hawk

Avtex Engage

Charlotte Marriott City Center

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

How 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 half full for some CX leaders, and half empty for others.

Are You Looking for Things We Referenced?

• "3 Ways to Stand Out From All the Other Salespeople" by Dan Gingiss
• "How Blockchain Could Transform the Customer Experience" by Kaye Chapman
• “Are All Modern CX Leaders Skeptics?” on SmarterCX
• Smarter CX by Oracle

How 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 need to understand their audience better.

Are You Looking for Things We Referenced?

• "Meet the 'Grammar Vigilante' of Bristol"
• "The Most Successful Brands Focus on Users — Not Buyers" in the Harvard Business Review
• Smarter CX by Oracle 
• The Oracle CX Assessment Tool

Learn about a coffee shop without any people in it, a bank advertisement without understandable words in it, and what we love and can't stand about that one device with so many cool things in it!

Bite-Sized Delight From the Episode:
• How to stand out from the competition with robotic and technological enhancements.
• How to avoid customer confusion by using understandable language.
• What we can learn from smartphones when thinking about our own product/service development.

Are You Looking for Things We Referenced?
• Cafe X
• 2018 U.S. Banking Clarity Report - by Visible Thread

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 a financial upside, the long term cost to your customer experience reputation isn’t worth it.
• The Less Effort the Better - By making it simple and easy to return a purchase, companies get people talking and build long-term trust.

Are You Looking for Things We Referenced?
• 6 Customer Service Tenets Used By Amazon To Create Effortless Experiences - by Dan Gingiss, Forbes.com
• 'Your call is important to us': Not really, University of Minnesota study shows - by Jackie Crosby, Minnesota Star Tribune

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about the psychology behind buyer decisions, what banking customers are looking for from their bank, and a car-buying experience with long-lasting effects. 

Bite-Sized Delight From the Episode:

• B2B Still Involves Humans - Just because you operate in a B2B environment, doesn't mean your communications should lack a human touch. To make the most of the B2B Risk-Reward Gap, pay attention to the personal needs of the individual that is your point of contact with your customer.

• Don't Rest on Your Relationships! - Banks have long term customers but shouldn't take that loyalty for granted. There are many opportunities to enhance the personalized services, rewards, and mobile experiences that engage and retain bank customers.

• Failing to Deliver with New Customers Is a Disaster - the first few weeks and months of a customer relationship are the most important. Make sure to delivery and even over-deliver in this crucial time period.

Are You Looking for Things We Referenced?

• “Why B2B Buyers Choose the Safest, Rather than the Best, Solution" - by Ian Bruce (VP and Principal Analyst, Forrester Research) and Mike Pregler (VP and Research Director, Forrester Research)

• Humanizing the Bank Customer Experience 2022 - by American Banker and Monigle

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

Learn 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 videos.
• Beware Zoom Fatigue - Citi Group creates Zoom-Free Fridays to combat video fatigue during the pandemic

Are You Looking for Things We Referenced?
• Delta Airlines Entices Flyers with Enhanced Rewards
• Speedriding Through An Alpine Resort - From Avoriaz With Love - by Red Bull
• Solvvy - The Next-Gen Chatbot
• Citi Creates ‘Zoom-Free Fridays’ to Combat Pandemic Fatigue - by Anna Schaverien in the New York Times

Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Learn about hilarious product instructions, what we love–and can’t stand–about health insurance, and our forecast for 2023 customer experience trends. 

Bite-Sized Delight From the Episode:

• Even Labels Offer the Chance for an Experience - Product labels and instructions give you the chance to be witty, clever, and intriguing. Don't miss the opportunity to make every customer communication an experience.

• Health Insurance: Things We Love and Can't Stand - While everyone needs it and many benefit from it, there are plenty of ways that health insurance can improve on the current customer experience.

• Trends to Pay Attention to in 2023 - Business continuity, responsiveness to economic trends, personalization, and anticipation will continue to keep customer experience and employee experience issues top of mind in 2023.

Are You Looking for Things We Referenced?

• “65 of the Funniest Product Instructions and Tags" - by Greta Jaruševičiūtė at BoredPanda

• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

We 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 (@adhutchinson) on Twitter
• Google Releases New Report on the Most Popular 'How-To' Searches
• They Ask You Answer
• Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 Time to Create More Systems in Your Organization - Mike Michalowicz’s book Clockwork offers a blueprint for implementing systems so your business can run itself.

 Are You Looking for Things We Referenced?

Paris's Musée d’Orsay Hires Its First Instagram Artist-in-Residence by Elizabeth Stamp

Frost Science Museum in Miami, FL

Clockwork - by Mike Michalowicz

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Explore how past experiences can trigger current emotions, how creative play can produce qualified employment candidates, and how strategic appreciation can keep your customers coming back for more. 

Bite-Sized Delight From the Episode:
• Draw Out Stories from Your Clients - Learn how nostalgic memories and personal stories can provide you with the information you need to create memorable experiences.
• Use Strategic Play to Recruit - Discover how your employees' hobbies can help you find prospective new hires.
• Master the Art of Giving Gifts - Learn about strategic appreciation from the master of gift giving.

Start the Conversation:
What are the specific ways we are using our customer resource management (CRM) tool to enhance the experience with our customers?

Are You Looking for Things We Referenced?

From Within the Podcast - hosted by Ben Oosterveld

“Solving Escape Manor’s new room could land you a job as a Canadian codebreaker." - by Craig Lord in the Ottawa Business Journal

Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Client Retention - by John Ruhlin

Experience Conversations

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about an entertainment spectacle with some baseball in the middle, building a culture of experience, and how to be successful by standing out.

Bite-Sized Delight From the Episode:
• Find Ways to Make the Required Elements of Your Business Remarkable - at every turn, look for ways to inject excitement into the mundane and create lasting memories for your customers.
• Make Your Core Values Front and Center - find ways to put your core values in front of your employees so they have a clear understanding of how to live the values, not just recite them.
• Don’t Make Excuses - creating remarkable customer experiences can be challenging, but it's worth it. Commit to pushing the boundaries and exceeding your customers' expectations.
• Figure It Out as You Go Along - sometimes the best way to enhance your customers' experience is to try things that might fail. And then keep working to refine these interactions until they work.

Start the Conversation:
Are we proactively making the experiences we deliver to our customers better?

Are You Looking for Things We Referenced?
"How The Savannah Bananas Turned Conventional Wisdom On Its Head" - by Jim Halley, featured in Baseball America

The Savannah Bananas Baseball Team

Find Your Yellow Tux - by Jesse Cole

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn how proactive customer service can increase loyalty, why timing is everything, and how to have fun with paying bills! 

Bite-Sized Delight From the Episode:

• Proactively Reach Out to Customers - ComEd's "Storm is Coming" email helps customers to be prepared and stay informed in a challenging time. How can you let your customers know you are aware and paying attention to things that will effect them?

• Move Quickly and Respond Even Faster - Jay Baer's new "Time to Win: 2022 Consumer Patience Study" found two-thirds of respondents say speed is as important at price!

• Every Interaction is a Chance to Be Memorable  - A playful way of delivering the bill (in the tines of a fork!) makes a trip to Breakfast Republic in San Diego remarkable and entertaining. 

Are You Looking for Things We Referenced?

• ComEd (Commonwealth Edison Company)

• Experience This - Episode 140 - "De-Escalation, Refridgeration, and Communication!"

• The Time to Win: 2022 Consumer Patience Study - by Jay Baer

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• The Experience Maker Newsletter

• Breakfast Republic California

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

Learn 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 National Hospital creates a memorable interaction at just the right moment in the brand experience.
• The Self-Employed Experience - Jeffrey Shaw’s brand new book "The Self-Employed Life" offers a playbook for managing the business’ owners experience with personal development, business strategies, and daily habits.

Are You Looking for Things We Referenced?
• Lomi - Turn Waste To Compost with a Single Button
• Children’s National Hospital
• Solvvy - The Next-Gen Chatbot
• The Self-Employed Life: Business and Personal Development Strategies That Create Sustainable Success - by Jeffrey Shaw

Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

How 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 B2B buying.

Are You Looking for Things We Referenced?

• Episode 34 - Punks, Chains, and Nightlights!
• "The Caffeinated Tale of Nespresso & How They Do Customer Experience Right" by Becky Roemen
• "Cash Or Credit? Try Asking Your Customer" by Dan Gingiss
• The Next Generation of B2B Purchasing: Millennials, Marketplaces, and Digital Buying Preferences
• Smarter CX by Oracle
• Oracle CX Performance Assessment

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 operations
• Ecommerce Marketing 2020 - a study of 1,000 consumers by Ignite Visibility shows dramatic shits in online purchasing trends and behaviors

Are You Looking for Things We Referenced?
• Maker’s Mark Ambassador Program
• Age of Intent by P.V. Kannan
• Experience Points - presented by Avtex
• Ecommerce Marketing Survey by Ignite Visibility

Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Learn about how ChatGPT and other AI software can create an entire episode of Experience This, the best CX brands according to ChatGPT, and asking ChatGPT all the tough customer experience questions.

Bite-Sized Delight From the Episode:

• Empathy in Customer Experience - When asked to create an episode of Experience This, ChatGPT focused on the power of empathy to build relationships with customers.

• Even AI Knows the Top CX Brands - ChatGPT easily identified the best brands for customer experience to include Zappos, Amazon, Southwest Airlines, Starbucks, Apple, Nordstrom, and Chewy.

• The "AI Experience" Is Limitless - The ease with which ChatGPT answers questions shows a host of practical applications for customer experience professionals and business leaders.

Are You Looking for Things We Referenced?

• ChatGPT

• Murf Studio

• Zappos

• Amazon

• Southwest Airlines

• Starbucks

• Apple

• Nordstrom

• Chewy

• Yoda - from Star Wars

• Jack Shepard - from Lost

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

Bite-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 Service Concerns and How to Fix Them

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about how humor can play a role in the customer experience, an unlikely alliance of fierce competitors, and a marketplace that helps bars set prices based on supply and demand.

Bite-Sized Delight From the Episode:
• How humor can connect a brand to an audience and in the process, build loyalty.
• How rival companies can work together for a greater good.
• How product pricing can create a dynamic, entertaining customer experience.

Are You Looking for Things We Referenced?
• The Obedient Agency
• More Choices. Smaller Portions. Less Sugar. (soft drink industry alliance video)
• The Drink Exchange

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 bland email apology didn’t measure up to a positive experience.
• Say Yes to Future Customers - When Shimkat Motors heard that a “future” customer loved their new rock wall for displaying cars, they turned a six year old’s birthday into something to talk about!

Are You Looking for Things We Referenced?
•"Behavioral Nudges Reduce Failure to Appear for Court" - by Alissa Fishbane, Aurelie Ouss, and Anuj K. Shah in Science magazine
• Solvvy - The Next-Gen Chatbot
• Skimkat Motors - Fort Dodge, Iowa

Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Learn about why some customers should get better service than others, the keys to employee learning and development, and how you can use packaging to make a great first impression.

Bite-Sized Delight From the Episode:
• How levels of service can differ depending on how “frequently” you are a customer.
• How to maximize life long learning across your employee base.
• How memorable packaging can make a lasting and powerful first impression.

Are You Looking for Things We Referenced?
• Sitel Group - Ten Learning and Development Trends for 2019
• Fatsnax

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 celebrity contestant Shep Hyken can Think Fast and answer even faster as part of our new game show Experience Points!

Are You Looking for Things We Referenced?
• Managing Expectations: A Customer Experience That Leaves Praise on the Table - Guest blog post by Jamie Drake on the Dan Gingiss blog
• How to Identify and Optimize Customer Experience Touchpoints - by Jessica Greene at Help Scout
• Experience Points - presented by Avtex
• Shep Hyken - the "godfather" of customer service - customer service expert, keynote speaker, and best-selling author
• Think Fast - Celebrity Guest Shep Hyken - Experience Points

Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

How 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 Looking for Things We Referenced?

• "Brands and Consumers Differ on What Makes a Poor Brand Experience" by Jennifer King
• Smarter CX by Oracle
• The Oracle Modern Customer Experience Conference, April 10-12 in Chicago

Learn about e-commerce companies that are moving to brick-and-mortar, helping your customers save money, and a beloved brand that has people talking -- but not in a good way.

Bite-Sized Delight From the Episode:

• Bricks Might Save Clicks - the rising costs of doing business online is leading many e-commerce brands to open physical retail locations. 

• Squeaky Clean Transparency Is Best - Green cleaning company Dropps chose complete transparency when announcing a shipping price increase to customers and earned loyal fans in the process.

• Even Customers That Love You Will Only Tolerate So Much - While investors love Vanguard's products, not caring enough to answer the phone or solve customer service problems is frustrating their long-term customers

Are You Looking for Things We Referenced?

• How Bricks Might Save Clicks: Rising costs of doing business online is making physical retail more appealing for e-commerce brands - by Jinjoo Lee in the Wall Street Journal

• Dropps - Green Cleaning Products

• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel

• Vanguard clients take to social media over customer service mishaps - by Erin Arvedlund in the Philadelphia Inquirer

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman

Dan Gingiss

A 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, “Take On Me.”

Are You Looking for Things We Referenced?

• Disney Uses Big Data, IoT And Machine Learning To Boost Customer Experience
• Heard the Forecast? Top Cx Predictions for 2018: Influencers Speak
• “Take On Me” 1986 music video
• “Take On Me” Live for MTV Unplugged at Giske in 2017

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about how to make marketing fun, the current state of customer experience, and avoiding the buzzwords that people love to hate.

Bite-Sized Delight From the Episode:

• Fun Interactions Creates a Fun Workplace - The more colorful and playful your brand, the more you will attract that type of customer and employee.

• Happy Employees Equal Happy Customers - Based on research by GetFeedback, the relationship between employee experience and customer experience should be an infinity symbol - when employees are happy, they better serve customers, thereby making those customers happy. 

• Beware Buzzwords - Using meaningless buzzwords leaves employees and customers confused, irritated, and wanting to run away from you and your offerings!

Are You Looking for Things We Referenced?

• Verblio - a fun place to work with fun marketing

• State of CX Report - by GetFeedback

• Conversation Corner with Help Scout

• 31 Buzzwords That Employees Truly Hate - by Geoffrey James on Inc.com

• 9 Business Buzzwords People Hate So Much They Won't Want to Work With You - by Minda Zetlin on Inc.com

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman

Dan Gingiss

Learn how one company used a modern vision to disrupt a centuries old industry, how technology makes it easier to listen to the voice of your customers, and how a credit card company optimizes for cardholder choice and convenience.

Bite-Sized Delight From the Episode:
• How taking care of the kids can make a retail experience delightful for the parents.
• How listening to the silence can help you understand what your customers are thinking.
• How anticipating what your customers need (that you already have) can really make their day.

Are You Looking for Things We Referenced?
• Warby Parker
• EmpowerCX Event - April 9-10, 2019
• American Express

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Listeners 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.
• The improvements customers are looking for in the B2B experience.

Are You Looking for Things We Referenced?

• The Experience This! Survey
• The CX Accelerator
• Brown Family Photography
• Chris Strub on Twitter
• “Airline Smart Luggage Ban Goes Into Effect” by Grant Martin
• The Next Generation of B2B Purchasing: Millennials, Marketplaces, and Digital Buying Preferences
• Smarter CX by Oracle
• Oracle CX Performance Assessment

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about the ever-changing role of the chief experience officer, a charity that has revolutionized the donor experience, and a bank that decided to grant every wish.

Bite-Sized Delight From the Episode:
• A Role that Continues to Evolve - The role of a chief experience officer is ever-evolving and critical to the success of a company.
• Make the Donor Experience Memorable - Discover how a clean water charity is revolutionizing the donor experience.
• A Bank that Gives Money Away - Find out about a bank who decided to give clients exactly what they asked for!

Start the Conversation:
How much are poor customer experiences impacting our bottom line?

Are You Looking for Things We Referenced?

Charity: Water

Ally Banksgiving: When a Simple Call to Your Bank Turns Into a Big Surprise

Experience Conversations

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Why 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 brand
• Be Amazing or Go Home by Shep Hyken
• Forrester CX Index
• Forbes: Forrester's US Customer Experience Index: CX Quality Worsened In 2017

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

How 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 You Looking for Things We Referenced?

• How Mandarin Oriental Won 18 Michelin Stars
• The Fairmont Banff Springs
• Mountain Galleries at the Fairmont
• The Personalization Imperative for Content Marketing
• Smarter CX by Oracle

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 more great gems in Howard Tiersky’s fantastic book Winning Digital Customers.
• Remarkable Experiences Retain Customers - by making sure to deliver amazing experience across the first eight visits, Robin Murphy and her team at Maid Brigade keep customers for over 40 visits!

Are You Looking for Things We Referenced?
• Fields BMW
• "Winning Digital Customers: The Antidote To Irrelevance" - by Howard Tiersky
• FREE Chapter from Winning Digital Customers
• Solvvy - The Next-Gen Chatbot
• Robin Murphy at Maid Brigade

Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

How 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 Error Page Sales" by Neil Patel
• "Ikea Wants You to Pee on This Ad. If You’re Pregnant, It Will Give You a Discount on a Crib" by Tim Nudd
• Smarter CX by Oracle

Join 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 cohesive experience, the impact is noticeable, significant, and long-lasting.
• Just Because Something is Required, Doesn’t Mean it Needs to Be Boring - Evaluate every customer touchpoint that you’re required to have in your business and look for ways to make it remarkable!

Are You Looking for Things We Referenced?
EmpowerCX Now - podcast hosted by Joey Coleman and Dan Gingiss featuring our friends at Sitel Group

Thanks for listening to our first 100 episodes and here’s to 100 more!

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about an environmentally friendly ketchup bottle, a song for the age we’re living in, and a pre-written thank you card that will make you smile. 

Bite-Sized Delight From the Episode:

• Is Your R&D Focused on Enhancing Your CX? - Heinz spent over 185,000 hours and $1.2 million to create a new, fully-recyclable ketchup bottle cap - because it was the right thing to do for the environment and their increasingly environmentally-conscious customers.

• Give Your Customers What They Want Before the Go - Ryan Anderson's catchy parody song reinforces the importance of making the customer experience better before your website visitors leave in frustation because they can't easily find what they want.

• Little Surprises Create Big Connections - Including a pre-written thank you note along with a child's birthday gift is a great way for the creative team at Wicked Uncle to connect their customers (those who purchase gifts for children) to their customers' customers/end users (the children that receive these gifts).

Are You Looking for Things We Referenced?

• “Why Heinz Spent 185,000 Hours Redesigning This Ketchup Bottle Cap" - by Adele Peters on FastCompany.com

• Ryan Anderson's website experience parody "Before You Go" 

• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 

• Wicked Uncle - perfect gifts for brilliant children

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

Why 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 problem they didn’t create.

Are You Looking for Things We Referenced?

• Heard the Forecast? Top Cx Predictions for 2018: Influencers Speak
• Chewy.com

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about embracing conspiracies to liven up your experience, making everything you touch part of the experience, and paying attention to your customers' celebrations so you can join them in the festivities.

Bite-Sized Delight From the Episode:
• How conspiracy theories about your brand can enhance your customers’ experience
• How a biometric wearable uses every touchpoint to shape the experience
• How to make the most of your customers’ birthdays

Are You Looking for Things We Referenced?
• Denver Airport’s Talking Gargoyle
• Oura Ring’s comprehensive user experience
• The Gaylord Texan Resort

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Make 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 interactions.

Are You Looking for Things We Referenced?

• "Nike made me a pair of custom sneakers in 46 minutes"
• 4 basic health insurance terms 96% of Americans don’t understand
• Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Enjoy the “Christmas carol” versions of a call center agent best practices, the downside of a new website, the value of customers, the importance of keeping customers, the impending arrival of AI bots, twelve things to fix in the new year, and a holiday wish for listeners of the show.

Bite-Sized Delight From the Episode:
• Randy the Call Center Agent (Rudolph the Red Nosed Reindeer)
• Navigating Your New Homepage (Winter Wonderland)
• Customers! (Jingle Bells)
• Keep the Customers (Deck the Halls)
• AI Bots are Comin’ to Town (Santa Claus is Comin’ to Town)
• The Twelve Fixes for the New Year (Twelve Days of Christmas)
• We Thank You for Always Listening (We Wish You a Merry Christmas)

Are You Looking for Things We Referenced?
• “Twelve Days of Christmas” – Straight No Chaser

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 a remarkable experience in the home.
• The Future of CX - McKinsey Quarterly makes four predictions about turning data into insight and action using predictive analytics.

Are You Looking for Things We Referenced?
• Coveo Relevance Report 2021: Ecommerce
• Empire Carpet Augmented Reality
• Solvvy - The Next-Gen Chatbot
• Prediction: The Future of CX - McKinsey Quarterly

Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Learn about using parodies to catch attention and stop social media scrolling, putting your customers first in every aspect of your business, and building raving fans with a generous grace period.

Bite-Sized Delight From the Episode:

• B2B Doesn't Give You Permission to be Boring2Boring - follow the example of Emily DeBrito Brady (TikTok: @emdibritobrady) and use humor and playfulness in your messaging to grab the attention of business buyers. 

• Put Your Fans First - Savannah Bananas owner Jesse Cole offers a playbook for creating remarkable customer experiences in his brand new book, Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience!

• Make it Delightful to Do Business with You - Rad Power Bikes makes it easy to purchase and easy to be a fan with their customer-centric policies and practices.

Are You Looking for Things We Referenced?

• Fallon-esque Thank You Notes - by Emily DeBrito Brady on LinkedIn

• Follow Emily DeBrito Brady on TikTok: @emdibritobrady

• Sweet Fish - podcast production agency for B2B brands

• Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience - by Jesse Cole

• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel

• Rad Power Bikes

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman

Dan Gingiss

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 Experience - According to new research from Salesforce, nearly 78 percent of CMO's now own customer experience for their organization and are working to create a cohesive customer journey across channels and devices.

• The Best Innovators Deliver Extraordinary Outcomes - In her new book RE:Think Innovation, Carla Johnson offers a framework for generating innovative ideas to push your organization forward.

Are You Looking for Things We Referenced?

• “Restaurants and Hotels Push Back Against the Uptick in Customer Tantrums” - by Clare Ansberry in The Wall Street Journal

• State of Marketing in 2021 - by Salesforce

• RE:Think Innovation: How the World's Most Prolific Innovators Come Up with Great Ideas that Deliver Extraordinary Outcomes - by Carla Johnson

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

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 playful and poignant use of social media helped unite their fans and the public at large to get a lost stuffed animal tiger back to its owner.

• Fat Bears Draw Virtual Crowds - A national park in the wilderness of Alaska uses a creative online contest to draw attention and focus to their rarely-seen wildlife.

Are You Looking for Things We Referenced?

• Swap the Line - by Seth Godin

• Yaeger Airport in Charleston, West Virginia

• Searching for the Owner of a Stuffed Animal Tiger Lost at the Airport

• Share Your Thoughts about The Experience This! Show

• Fat Bear Week at Katmai National Park and Preserve

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn 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-manufacturer) offerings pair big data with AI to identify the latest consumer shopping trends and then produce custom products for direct-to-consumer sale.
• Tell Customers the Bad New Quickly - American Express uses text messages and phone calls to make cardholders aware of potential fraud within minutes.

Are You Looking for Things We Referenced?
• “NASA Sent a Secret Message to Mars. Meet the People Who Decoded It.” - by Kenneth Chang in the New York Times
• Pinduoduo’s Consumer-To-Manufacturer (C2M) Offerings
• Solvvy - The Next-Gen Chatbot
• American Express

Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

This 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 into the workplace.
• Why speed matters when resolving a customer service issue.

Are You Looking for Things We Referenced?

• Steve Spangler Science
• Smarter CX by Oracle

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

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. Ryan Stewart asked how to improve the design of his gynecology office and got fantastic suggestions from thousands of people - just because he asked.

• Even the Federal Government Cares about Customer Experience - A new Executive Order from President Biden details specific actions the Federal Government is taking to enhance the experience of every citizen.

Are You Looking for Things We Referenced?

• Dan's Birthday Wishes

• Dr. Stewart Wants Your Suggestions for His Office

• An Executive Order on Transforming Federal Government Customer Experiences

• Rate and Review The Experience This! Show

• Experience This Show! - past episodes

Learn more about the Experience This Show and the hosts: 

Joey Coleman
https://joeycoleman.com/

Dan Gingiss
https://dangingiss.com/

Learn 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. Take the time to teach them and this could become a great way to stay in contact.
• Don’t Switch Them to a Different Channel - Pushing customers to your preferred communication channel instead of meeting them where they are is not only frustrating to them, but it increases the likelihood of a negative experience overall.

Are You Looking for Things We Referenced?
• The Secret Diary of a Mystery Shopper by Claire Boscq-Scott
• “5 Ways To Stay Ahead of the Competition” - by Podium
• Experience Points

Find more links and a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!

Bite-Sized Delight From the Episode:
• What happens when the “experience” becomes the “product” we are selling to customers and the “product” is the “experience” they are buying.
• How brands that focus on creating a remarkable employee experience, end up getting a remarkable customer experience in the process.
• How to maximize analog experiences in a digital world.

Are You Looking for Things We Referenced?
• “Banksy's shredded Sotheby's art was a rebuke of empty consumerism from a master” – by Aja Romano, Vox

• It's All About CEX: the Essential Guide to Customer and Employee Experience - by Jason Bradshaw

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn 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 Success provides a 17 step plan for financial freedom and fulfillment.
• Reply to Every Review - From Good to Bad and Everything In Between - Experience This! listener Rosina Cavano shares how replying to bad reviews turns unhappy customers into raving fans.

Are You Looking for Things We Referenced?
• Jeff Bezos Final Letter to Amazon Shareholders
• The Common Path to Uncommon Success: A Roadmap to Financial Freedom and Fulfillment - by John Lee Dumas
• Solvvy - The Next-Gen Chatbot
• Fuse Lenses

Find a full transcript of the show at:
http://ExperienceThisShow.com. See you next week!