Experience This! – Details, episodes & analysis

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!