Learn about the must-read employee experience book of 2023, the shocking stats behind the biggest challenge facing organizations today, and a method for enhancing your customer experience by focusing on your employee experience.

Bite-Sized Delight From the Episode:

• Never Lose an Employee Again - By focusing on the First 100 Days of the employee journey, you can create the foundational experiences that will retain your best people for many years.

• Losing Employees Is Costly - Research shows that the cost of replacing an employee is somewhere between 3-4 times their annual salary.

• If You Seek Longterm Retention, Pay Attention to Each Step in the Employee Journey - Use six tools of communication to create remarkable interactions in each of the eight phases of the employee journey.

Are You Looking for Things We Referenced?

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

• Never Lose a Customer Again: Creating Lifelong Loyalty in the First 100 Days - by Joey Coleman

• Special Giveaway for Experience This! Show Listeners:

Fan Prize
1) Purchase one copy of Never Lose an Employee Again on Amazon
2) Send receipt to: joeyc@joeycoleman.com
3) Receive "Ten Most Commonly Asked Questions (and Answers) from Leaders Trying to Solve Employee Challenges" 

Raving Fan Prize
1) Purchase one copy of Never Lose an Employee Again on Barnes & Noble
2) Send receipt to: joeyc@joeycoleman.com
3) Receive the "Fan" prize (see above) and Early Chapter from the Book ("The Eight Phases and Six Tools of a Remarkable Employee Experience")

Super Fan Prize
1) Purchase one copy on each platform (Amazon or Barnes & Noble or your favorite Indie Book Store)
2) Send receipt to: joeyc@joeycoleman.com
3) Receive the "Fan" and "Raving Fan" prizes, and the "Never Lose an Employee Again Implementation Kit"

Experience This Listener Rockstar Prize
1) Promote the new book (Never Lose an Employee Again) on social media 
2) Tag Joey or Dan
2) Receive the: "Super Secret Antarctica Case Study"

• They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer - by Marcus Sheridan

• Society for Human Resource Management

• Association for Talent Development

• Work Insitute

• Well-Oiled Operations

• Salesforce

• Brasa Peruvian Kitchen

• 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" and "Never Lose an Employee Again"

Dan Gingiss - keynote speaker and author of "Winning at Social Customer Care" and "The Experience Maker"

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"

Learn about a less than logical checkout experience, the evolving role of mobile apps in banking, and an UN-VEGAS hotel in Las Vegas. 

Bite-Sized Delight From the Episode:

• Sequencing of Customer Interactions Matters More than You Might Think - Make sure to use logic when creating customer interactions - especially those that happen in person. Customers want interactions to be logical and seamless, similar to the interactions they have come to expect from their online transactions.

• Mobile Matters! - Research from the banking industry shows that customers are expecting more and more of their interactions to happen on mobile. You need to double down on your mobile operations to allow customers to interact where they want to and where they find it most convenient. 

• Little Things Can Have a Big Impact - thoughtful design of required elements of a business (walls, do not disturb signs, and housekeeping envelopes) creates standout moments and memories at the ENGLiSH Hotel in Las Vegas.

Are You Looking for Things We Referenced?

• Humanizing the Bank Customer Experience 2022

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

• The ENGLiSH Hotel in Las Vegas

• Shelly Gray - Director of Sales & Marketing at The ENGLiSH Hotel in Las Vegas

• 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 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 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 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 a restaurant designed to create an inclusive environment, the importance of creating user-friendly experiences for the elderly, and how the experience of health care is failing elderly patients.

Bite-Sized Delight From the Episode:
• An Atmosphere of Inclusion - Discover a restaurant that creates an inclusive experience for customers and employees of all types.
• Make Experiences User-Friendly for Elderly Customers - Explore the often overlooked senior citizen experience with your brand.
• Show Empathy for the Elderly -  Learn about the importance of designing experiences with compassion and empathy for aging populations.

Start the Conversation:
Is my organization actively engaging in design thinking?

Are You Looking for Things We Referenced?

Pizzability

I Wrote the Book on User-Friendly Design. What I See Today Horrifies Me. by Don Norman in Fast Company magazine

Why An Aging Population Means Healthcare Customer Experience Must Adapt by Dan Gingiss in Forbes

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!

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 our listeners' remarkable customer experiences, explore the advantages and disadvantages of subscription services, and get creative to provide a remarkable and memorable experience!

Bite-Sized Delight From the Episode:
• Positive Experiences Get Shared Even More - Customers are actually more willing to share a positive experience than a negative one.
• The Subscription Experience - Save money, enjoy convenience, and get access to new products before other customers.
• Improvised Interactions - Create memorable experiences with hyper-personalization.

Start the Conversation:
Do our current technology platforms adequately support our CX strategy?

Are You Looking for Things We Referenced?

Share Your Experience Stories With Us

Harold Payne Music

The Experience This! Show Improvised song by Harold Payne

Experience Conversations

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 how you can turn a negative experience into a lifelong customer, how customizing imagery can create personal connection, and how important it is to develop your personal brand.

Bite-Sized Delight From the Episode:
• Turn a Negative Customer Experience into a Lifelong Customer - by giving customers the benefit of the doubt and treating them as you would treat a friend, you honor their investment of time, money, and effort to become a customer.
• Personalize the Experience with Customized Imagery - by commissioning custom imagery from each of the zip codes they serve, Chase Bank delivered a level of personal experience that created loyalty and comfort for their customers.
• The Power of a Personal Brand - by developing a personal brand you can form deeper relationships and connections, advancing your career in the process.

Start the Conversation:
Are we focused on the right metrics when determining the success of our CX programs?

Are You Looking for Things We Referenced?

Rex Sorgatz Twitter Thread - customized Chase Bank landing pages discovery

Chase Bank - customized landing pages by zip code

Ditch the Act: Reveal the Surprising Power of the Real You for Greater Success - by Leonard Kim and Ryan Foland

Experience Conversations

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

Learn about the perils of automated prospecting, the benefits of taking a few minutes to do your homework BEFORE speaking with a prospect, and how your reputation can precede you - in both good and bad ways.

Bite-Sized Delight From the Episode:
• Be Careful with Your Automations - While automation makes things easier, it is not a good choice for an initial communication with a prospect - especially if the automation doesn’t feel personalized. Make the first impression a personal one.
• Treat Prospects Like Valued Customers From the Outset - Showing you care early in the relationship helps you to earn respect and (hopefully) a prospect’s business.
• Pay Attention to Shifting Customer Expectations - Don’t miss changes in your customers’ wants and desires, lest you become the subject of less than flattering meme!

Start the Conversation:
Are we doing everything we can to develop a customer-centric approach throughout our organization?

Are You Looking for Things We Referenced?

Yoko Co.

Wistia

Experience Conversations

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 how sometimes what you see isn’t necessarily wise to believe, how to create a remarkable experience in a commoditized industry, and why the sense of smell plays a huge role in brand perception.

Bite-Sized Delight From the Episode:
• Experience a deepfake - a frightening trend in video creation that requires viewers to be skeptical of what they see.
• Explore how a fantastic salon sets achievable and understandable goals for their staff so the client's experience is the best experience of their day.
• Discover how smells can trigger emotions and create lasting memories for your customers.

Start the Conversation:
Are we effectively using social media to support and engage customers?

Are You Looking for Things We Referenced?

Experience Conversations

You Won't Believe What Obama Says in this Video created by Jordan Peele and Buzzfeed

John Robert's Spa

Fresh Scents, Inc.

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

Learn about the benefits of rewriting your message to acknowledge your customers’ behavior, the pros and cons of sharing your email address, and the perils of always being connected.

Bite-Sized Delight From the Episode:
• Pay Attention to Your Customers’ Shifting Behaviors  - Netflix’s show Nailed It! acknowledges the shift towards binge-watching episodes, and concludes each episode with an introduction to the following episode. This encourages viewers to keep watching. How can you adjust your message to speak to your customers’ behavior? 
• Do Unto Others' Email as You Would Want Done Unto Yours - Keep your relationship with email healthy by modeling how you would like your email address to be treated. Don’t auto-add, auto-subscribe, or send without confirming that your customers want to receive your emails. 
• Are You Controlling Your Technology or Is It Controlling You - Nir Eyal’s book Indistractible: How to Control Your Attention and Choose Your Life, offers a four step process to help create boundaries, take back control over distractions, and return balance to your life. 
 
Start the Conversation:
Are my employees given the tools and support they need to do their jobs and execute our CX strategy?

Are You Looking for Things We Referenced?
Nailed It!

Experience Conversations

Indistractible: How to Control Your Attention and Choose Your Life  - by Nir Eyal

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

Learn about the future of customer engagement, why it pays to read the fine print, and how human-to-human interactions are the key to customer experience success.

Bite-Sized Delight From the Episode:
• Learn What Your Customers Really Want - SAP Customer Experience has a new website - The Future of Customer Engagement and Commerce - that offers dozens of articles on important CX topics
• Encouraging Your Customers to Read the Fine Print - a woman won $10,000 for reading the fine print in her insurance policy. While you may not want to offer a $10,000 prize, learn how you can engage your customers in the “fine print” aspects of your business
• How to Build Stronger Customer Relationships in The Relationship Economy - John DiJulius offers a complete playbook for increasing human-to-human interactions with your customers

Start the Conversation:
What actions are we taking to address our negative online reviews?

Are You Looking for Things We Referenced?
The Future of Customer Engagement and Commerce

“Georgia Woman Wins $10,000 for Reading the Fine Print on Her Insurance Policy” - by Joelle Goldstein, featured in People Magazine

The Relationship Economy - by John DiJulius

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

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 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 the key takeaways from a designer of colored bricks, how behind the scenes activity can support your customer-facing activity, and how the art inside the front door can set the tone for a stay.

Bite-Sized Delight From the Episode:
• Every step of the journey (even before and after they interact with you) is relevant to the customer’s experience.
• How delegation can help you deliver remarkable experiences in each interaction.
• How art and aesthetics can establish first impressions for your customers.

Are You Looking for Things We Referenced?
• Five Things I Learnt as a Designer at LEGO by Johnny Makes

• BELAY Solutions

• Caesars Palace Las Vegas

• 1 Hotel South Beach

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 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 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 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!

Learn about the importance of keeping your customers in the loop, the sound of customer silence, and the power of creative storytelling! 

Bite-Sized Delight From the Episode:

• Keep Your Customers Informed - Research by Instacart shows that keeping customers aware about inventory and managing their expectations about availability leads to increased order frequency and increased lifetime value of the customer.

• Try Being Quiet - Explore the experience created by Amsterdam Schipol Airport and stores in Dublin by considering what it would be like to create a "quiet experience" for your customers.

• The Better the Story, the Better the Experience - A playful, edgy story (like laundering in a bank in the Ozarks) creates the kind of intrigue and curiosity that makes customers want to stay at the Bank Haus.

Are You Looking for Things We Referenced?

• “Why You Should Warn Customers When You’re Running Low on Stock" - by Benjamin Knight (Senior Data Scientist at Instacart) and Dmitry Mitrofanov (assistant professor of business analytics at the Carroll School of Management at Boston College) in the Harvard Business Review.

• Amsterdam Schipol Airport

• Experience This - Episode 82 - "Pizzability, Usability, and Adaptability!"

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

• Touch Stay - Digital Welcome Book 

• The Bank Hause - Marthasville, Missouri rental with great story conceived by Tyann Marcink Hammond

• 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 best parts of an international customer experience conference, the most remarkable experiences of the last year as shared by the listeners in our LIVE audience, and the true state of customer experience in 2019!

Bite-Sized Delight From the Episode:
• The most memorable moments from EmpowerCX 2019.
• What stands out as the best experiences from the last year.
• The best and worst aspects of customer experience in 2019.

Are You Looking for Things We Referenced?
• EmpowerCX 2019 - presented by Sitel

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

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 using experience to attract new audiences, building natural tourist attractions, and an Italian meal to remember - in Australia?!

Bite-Sized Delight From the Episode:
• How to engage your audience early on to build long-term fans.
• How to design every aspect of your engagement to serve the product and the customer.
• How to design a business where the front line employees are as valuable to your reputation as your product or service.

Are You Looking for Things We Referenced?
• Phillips Island Nature Park
• The Penguin Parade
• Rosetta Ristorante

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 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 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!

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!

EmpowerCXLearn about cutting edge customer journey mapping, counting the many customer experiences of Tokyo, Japan, and what to do when someone wants to learn more about your company but isn't quite ready for the sale.

Bite-Sized Delight From the Episode:
• How mapping individual customer journeys on a case-by-case basis creates remarkable touchpoints.
• How the attention to detail in Tokyo, Japan makes for breathtaking interactions.
• How to properly handle inquiries that aren’t ready to become customers - but are still valuable.

Are You Looking for Things We Referenced?
• Disrupt the Competition E-book
• EmpowerCX - April 9-10, 2019 - Ft. Lauderdale, Florida
• Andy Morgan - Ripped Body

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

Bite-Sized Delight From the Episode:
• How “re-branding” bad produce creates loyal customers.
• How author Mark Schaefer sees customers as leading the next marketing rebellion.
• How Stephen Curry took the time to address a loyal fan - and change the conversation around gender-based products.

Are You Looking for Things We Referenced?
• Imperfect Produce
• Marketing Rebellion: The Most Human Company Wins - by Mark Shaefer
• The Curry 6

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

Learn what customers have to say about customer experience, how packaging can be designed for specific situations, and how one pizza brand saved New Year's Eve.

Bite-Sized Delight From the Episode:
• Why customers want to share their positive brand experiences online.
• How the best companies anticipate their customers’ wants and needs when designing the packaging for their products.
• How DiGiorno’s pizza “saved the night” when Papa John’s and Domino’s failed to deliver.

Are You Looking for Things We Referenced?
• 2018 CX Index

• Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media - by Dan Gingiss

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 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!

Learn about implementing ancient wisdom into your employee and customer training efforts, taking a painful process and making it enjoyable every step of the way, and using iconic talk triggers to conveniently enhance your customer experience. 

Bite-Sized Delight From the Episode:
• How tribal teachings around observation, story-telling, and gamification provide insight about effective training.
• How removing obstacles can enhance your customers’ enjoyment and ease of use.
• How three fantastic new books can augment your customer experience knowledge.

Are You Looking for Things We Referenced?
• Learning Like Tribes: Three Methods that Apply Today - by Janice Eusebio at Sitel Group

• Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth - by Jay Baer and Daniel Lemin

• Iconic: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction - by Scott McKain

• The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty - by Shep Hyken

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 a coffee shop that helps patrons get their mojo on, how to leverage the knowledge of all of your customers in one place, and why words matter - if you want to sound smart. 

Bite-Sized Delight From the Episode:
• How Mojo Coffee in Chicago stands out in the marketplace by focusing on (1) the in-store customer experience and, (2) the employee experience.
• How online communities and help your customers succeed in using your product while also driving them back to your website in an effort to further cement your reputation as being focused on customer solutions.
• How to avoid making common mistakes when using business words and phrases in the English language.

Are You Looking for Things We Referenced?
• “How An Online Community Can Improve Your Customer Care” – Jean-Baptiste Ranvier

• “9 Words and Phrases You’re Probably Using Wrong” - Ross and Kathryn Petras

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

Learn about avoiding turbulence at 35,000 feet with Delta Airlines, how to properly welcome someone at the border courtesy of UK Customs, and getting a haircut - at the airport?!   

Bite-Sized Delight From the Episode:
• How Delta Airlines was able to use technology and thinking collaboratively with their pilots to make their flights the smoothest in the sky.
• How giving new customers (or new visitors to your country) a "warm embrace" helps set the tone for a remarkable experience.
• How to provide services and conveniences when least expected in order to get your customers talking.

Are You Looking for Things We Referenced?
• “This Is the Reason You Aren’t Feeling as Much Turbulence on Delta Flights” – Darren Murph, The Points Guy

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!

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 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 new expectations for high-rise living, advances in fast food restaurant order placement, and techniques to stay top of mind in a world filled with distractions!

Bite-Sized Delight From the Episode:
• How in an era where people like to share their experiences (especially on social media) you can make sure to give your customers a great experience that is "something to talk about!”
• How to incorporate powerful human-to-human opportunities for connection - despite the fact that they might not be the most profitable.
• How to pay attention and show you pay attention in a more meaningful fashion

Are You Looking for Things We Referenced?
• "Thinking BIG: Danish architects have a radical vision to build a distinct condo community in Toronto" by Alex Bozikovic

• “Attention Pays - How to Drive Profitability, Productivity, and Accountability” by Neen James

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!

Learn about a playful way to serve niche audiences, incorporating pop culture into your customer messaging, and a way to get your customers engaging with you every single day… for weeks on end! 

Bite-Sized Delight From the Episode:

• Connect the Niches Within Your Customer Base - DuoLingo's language course for High Valyrian (a conlang from Game of Thrones) connects sub-segments of their customer base in a playful, engaging way.

• Every Customer Interaction is a Chance to Be Remarkable - Wistia's Terms of Service make Star Wars fans smile by referencing the infamous text scroll popularized in the movies.

• Challenge Your Customers to Use Your Products More - The Kindle Challenge gamifies reading, encouraging owners to use their Kindle frequently and consistently in order to win badges. 

Are You Looking for Things We Referenced?

• "An update is coming… to our High Valyrian course!" - from the DuoLingo blog

• Experience This - Episode 161 - "Van Gogh, Oh No, and Duo!"

• May the 4th Be with You - Wistia Terms of Service

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

• Amazon Kindle Challenge

• 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 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 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 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!