Shows
Retain: The Customer Retention PodcastCustomer Experience Genius: Eight Phases of Customer Emotions, Pay Attention To Retention & Turn Customers Into AdvocatesIn this Greatest Hits episode, Lauren welcomes customer experience expert Joey Coleman to the podcast. Joey is the Chief Experience Composer for Design Symphony, a customer experience consultancy that helps companies create memorable and lasting experiences for their customers. He is also the author of the best-selling book Never Lose a Customer Again, which provides practical tips and strategies for creating long-lasting customer relationships. Joey is also a sought-after keynote speaker and has delivered presentations on marketing at conferences and events around the world.In this episode, Lauren and Joey cover everything from pattern recognition in customer experience...2024-08-2048 min
Retain: The Customer Retention PodcastMastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience MakerIn the new episode of Retain: The Customer Retention Podcast, host Lauren DeSouza is accompanied by customer experience expert and Chief Experience Officer at The Experience Maker, Dan Gingiss. Dan has over 20 years of experience in customer experience, and has held various leadership positions in marketing at companies such as McDonald's and Humana. Dan is also a keynote speaker, podcast host, author and respected voice on all things customer experience. Together, Lauren and Dan delve into why customer experience is all about getting the little things right, why it’s so important to be there when the customer needs you...2023-08-1537 min
Retain: The Customer Retention PodcastWhy You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design SymphonyThis time on Retain, Lauren welcomes customer experience expert Joey Coleman to the podcast. Joey is the Chief Experience Composer for Design Symphony, a customer experience consultancy that helps companies create memorable and lasting experiences for their customers. He is also the author of the best-selling book Never Lose a Customer Again, which provides practical tips and strategies for creating long-lasting customer relationships. Joey is also a sought-after keynote speaker and has delivered presentations on marketing at conferences and events around the world.In this episode, Lauren and Joey cover everything from pattern recognition in customer experience and...2023-06-2048 min
Experience This!Reading, Resigning, and Retaining!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 Se...2023-02-281h 19
Experience This!Computers, Computers, and More Computers!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 "A...2023-02-2151 min
Experience This!Super Fans, Super Stars, and Super Answers!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...2023-02-1459 min
Experience This!Avoiding, Bettering, and Ending!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 cust...2022-12-2043 minExperience This!Playing, Placing, and Personalizing!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...2022-12-1338 minExperience This!Laughing, Enrolling, and Predicting!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...2022-12-0633 minExperience This!Condiments, Content, and Connections!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 cus...2022-11-2935 minExperience This!Birdie, Squishy, and Sippy!Learn about the rapidly changing digital landscape, an airline that’s trying to make sitting in the middle seat fun, and what makes the Starbucks experience so remarkable. Bite-Sized Delight From the Episode: • In Times of Uncertainty, Listen More - With so many massive changes in the digital environment, approach new platforms and technologies with a great deal of curiosity, but a healthy dose of skepticism. When in doubt, double down on the places your customers already frequent. • Turn Your Worst Offering Into Something Exciting - Virgin Australia's creative lottery system offers prizes to those...2022-11-2239 minExperience This!Pâté, Partage, and Punch!Learn about how to deliver unreasonable hospitality, a meal featuring your name in lights, and a great way to turn a mistake into marketing. Bite-Sized Delight From the Episode: • Be Unreasonable with Your Hospitality - Will Guidara's page-turner "Unreasonable Hospitality" details his journey turning a two-star brasserie into the world's #1 restaurant by focusing on over-the-top interactions and story-worthy flourishes. • The Experience Starts Before the Meal - Partage's light-up table in their private dining room creates a remarkable experience for a meal before the food is even on the plate! • Turn Your Mistakes...2022-11-1537 minExperience This!Expressing, Hearing, and Singing!Learn about the evolving meaning of emojis in conversation, the sound of focusing on your core customers, and some innovative examples of immersive live event experiences. Bite-Sized Delight From the Episode: • Be Careful with Your Emojis - Emojis can have VERY different meanings depending on the age of the person sending and/or receiving the message. • It Sounds Like You Could Focus More - Bose is refocusing on their core offerings after straying from its core audience. Make sure that your offerings and experiences are focused in on what matters most to your custo...2022-11-0835 minExperience This!In the Flow, On the Go, and In the Know!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...2022-11-0128 minExperience This!Safety, Savings, and Satisfaction!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...2022-10-2541 minExperience This!EP173: Stockouts, Silences, and Storytelling!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 Bet...2022-10-1829 minExperience This!Storms, Responses, and Forks!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...2022-10-1128 minExperience This!Valyrian, Mandalorian, and Amazonian!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...2022-10-0430 minExperience This!EP170: Lovers, Singers, and Winners!Learn about the brands consumers LOVE the most, a test that you definitely want to pass, and the retailers that are winning with in-store experiences. Bite-Sized Delight From the Episode: • Loved Brands Grow Faster - The third annual Brand Love report by Hootsuite and Talkwalker shows that loved brands grow 3X faster and the top brands are beauty and fashion because they deliver what customers want. • Playful Little Touches Get Noticed - StreamYard's "test audio" feature produces smiles with a playful song by two members of the StreamYard support team • Store Experi...2022-09-2727 minExperience This!Adjustments, Addresses, and Appointments!Learn about a pre-purchase experience that created a big purchase, a common occurrence with an uncommon resolution, and a regular service without regular scheduling. Bite-Sized Delight From the Episode: • Treating People Well is the Best Upsell - When a salesperson listens, empathizes, and answers questions directly (like the team at Mattress Galaxy) it builds the kind of trust and rapport that leads to great sales. • Make It Easy to Keep Doing Business With You - Customers move and when they do, making it easy to update their mailing address is a great way to c...2022-09-2030 minExperience This!1040s, 9 and 3-4, and 404s!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 b...2022-09-1333 minExperience This!Lucy, Harry, and Spidey!Learn about surprising interactions at a fantastic amusement park, a visit to a magical place - again, and going the extra mile to turn a bad experience into a remarkable one. Bite-Sized Delight From the Episode: • Gamify Your Customer Interactions - LEGOLAND offers a variety of unique, interesting opportunities for customers to explore the park, interact with staff, and experience surprise and delight moments every step of the way. • Grow with Your Customers - Find new ways to deepen and augment the relationship with your veteran customers like Universal Studios Hollywood does by revis...2022-09-0633 min
Experience This!Retailers, Subscriptions, and Mutual Funds!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 Tolerat...2022-05-2437 min
Experience This!Fallon, Fans, and Fostering!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...2022-05-1741 min
Experience This!Clothing, Catchers, and Communication!Learn about getting back to basics when everything else isn’t working, how changing the rules can inspire creativity and innovation, and the state of local businesses in a post-COVID world. Bite-Sized Delight From the Episode: • Get Back to the Basics of Focusing on Existing Customers - after years of trying to chase new customers, JC Penney's new CEO is focusing on retaining the local customers that already shop there. • Make Your "Rules" Customer-Centric - When the Savannah Bananas wanted to enhance the experience of watching a baseball game, they designed a new set of...2022-05-1035 min
Experience This!Beginnings, Middles, and Endings!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 Burn...2022-05-0343 min
Experience This!Crimes, Deliveries, and Charles Dickens?!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 del...2022-04-2628 min
Experience This!Van Gogh, Oh No, and Duo!Learn about an immersive art experience that keeps you coming back for more, a 90th birthday party gone awry, and the importance of cross-cultural consciousness. Bite-Sized Delight From the Episode: • Explore Immersive Experiences - Immersive visual and audio components that bring old art to life in new and mesmerizing ways at the Van Gogh Immersive Exhibit offer inspiration for what brands can (and should) do to enhance and augment interactions with customers. • Don't Make Mistakes at Key Customer Milestones - A Listener Story relates how a series of mistakes for a customer hosting a 90th birt...2022-04-1934 min
Experience This!Data, Protein, and Google!Learn about choosing between privacy and personalization, a meal prep delivery with only part of the meal, and how consumer preferences for online reviews are evolving. Bite-Sized Delight From the Episode: • Put Your Customers First with a Privacy First Mindset - Be deliberate and conscientious with your digital data policies to respect and honor the amount of customer data you collect and how you use it. • Don't Forget the Key Ingredients of a Remarkable Customer Experience - When a meal prep box service failed to include the protein, it was a mistake. When it failed to s...2022-04-1238 min
Experience This!Bananas, Burgers, and Bu-Byes!Learn about how drains can draw customer attention, a whopper of a delivery tale, and a 1 star ending to a 4 star offering. Bite-Sized Delight From the Episode: • Everything Speaks, Even Your Drain Covers - The commitment to customer experience is so great at The Savannah Bananas that an employee noticed rusty drain covers and replaced them with custom banana-themed drains - much to the surprise and delight of the team owners who always strive to put Fans First. • Partner with Like-Minded Businesses to Find Like-Minded Customers - DoorDash Dash Pass holders received exclusive access to Burg...2022-04-0531 min
Experience This!Dining, Designing, and Priming!Learn about how one restaurant is taking accessibility to new heights, putting the “customer” in “customer experience,” and what loyalty looks like when price doesn’t matter. Bite-Sized Delight From the Episode: • Accessibility Needs to Be Part of Your Customer Experience - Contento (a restaurant in New York City) excels at creating remarkable experiences for all patrons and especially those in wheelchairs as reported by Pete Wells in his article for The New York Times, "Accessibility Is a Right. This Restaurant Treats It That Way." • Forget What You Think, What Do You Know?! - Annette Fran...2022-03-2934 min
Experience This!Revisiting, Revising, and Refining!Learn about the improving experience of virtual reality, the evolving schedule of sharing content, and a simple way to add time to your day. Bite-Sized Delight From the Episode: • Virtual Is Becoming More Real - Attending a business meeting in virtual reality demonstrates that all businesses need to be thinking about the impact virtual reality will have on their business and the experiences they offer customers. • Play with the Pacing of Content Distribution - Critically acclaimed series The Marvelous Mrs. Maisel shifts from dropping an entire season to dripping content at a pace of t...2022-03-2245 min
Experience This!Witty, Wowing, and Wonky!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 Buzzwor...2022-03-1536 min
Experience This!Paying, Personifying, and Participating!Learn about auto-payments gone awry, naming the devices you love, and getting paid to be the delivery driver for your next takeout order. 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 betw...2022-03-0835 min
Experience This!Puppies, Sunglasses, and Movies!Learn about a barista who showed genuine empathy for a customer in pain, a set of care and maintenance instructions that was seriously fun to read, and a theater experience that didn’t begin - or end - well. Bite-Sized Delight From the Episode: • Empathy Creates Customer Connection - While a complimentary coffee is nice, a barista showing empathy to a grieving customer makes for a memorable and remarkable interaction. • Even Your Instructions Can Be Entertaining - Goodr's Guide to Proper Eyewear Care & Maintenance brings a level of entertainment and humor to a retail product experi...2022-03-0135 min
Experience This!Flexibility, Mobility, and Accessibility!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 cod...2022-02-2234 minExperience This!Wishes, Orders, and Courtesies!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 go...2022-02-1536 minExperience This!Soliciting, Scoring, and Scaring!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...2022-02-0836 min
Experience This!Alignment, Entertainment, and Accomplishment!Learn about how we’re doing CX all wrong, how to make time fly while waiting on hold, and how Experience This! is celebrating another milestone. Bite-Sized Delight From the Episode: • Make Sure Your Team in Enabled to Make Experiences - Nicholas Zeisler’s book “We’re Doing CX Wrong… And How To Get It Right” recommends process engineering (things like design thinking, Six Sigma, Lean, Kaizen, etc.) to enhance your customer experiences. • Just Because It’s Required, Doesn’t Mean It Can’t Be Remarkable - Goettl Air Conditioning & Plumbing’s hold message turns an annoyin...2021-12-2134 min
Experience This!Masterplans, Motorcycles, and Monotasking!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 r...2021-12-1435 min
Experience This!Competency, Abilities, and Obsession!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 a...2021-12-0725 min
Experience This!Staying, Smoking, and Shipping!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. ...2021-11-3037 min
Experience This!Picking, Integrating, and Calculating!Learn about finding your low-hanging fruit, building experiences right into your product or service, and how we measure thee - let us count the ways! Bite-Sized Delight From the Episode: • Improving CX Can Be Fast - Don’t miss the chance to dramatically improve your customers’ experiences by focusing on small. simple, effective enhancements. • Build in an Experience - Don’t overlook directions, packaging, and product/service design as a place to infuse surprise and delight moments. • Make Sure You Measure with the Right Metrics - Be sure you measure what matters by c...2021-11-2343 min
Experience This!Timbre, Taste, and Ticket!Learn about the sound of a great experience, tasty treats in unexpected venues, and the vestiges of customer interaction that just aren’t functioning anymore. Bite-Sized Delight From the Episode: • Does Your Brand Sound Remarkable? - Use your customers’ aural cavities to seduce them into a subconscious sensory relationship. • Is Your Brand Unexpectedly Easy? - Breeze’s healthy, quick, delicious meals stand out in the airport environment. • Does Your Brand Have Leftover Elements? - If customer requirements change, make sure to update customer-facing signage. Are You Looking for Things We Reference...2021-11-1630 min
Experience This!Working, Debating, and Skipping!Learn about the best employee experiences in the country, where customer experience should live in a company, and why one airline is really mad at a third-party flight aggregator. Bite-Sized Delight From the Episode: • Great Employees Deliver Great Customer Experiences - As Newsweek’s “Most Loved Workplaces 2021” list shows, happy employees lead to happy customers. • CX Is Important, But Where Should it “Live” - Dan and Joey agree that CX needs a prominent place in organizational hierarchy - but should it be lead by the Chief Marketing Officer or the Chief Experience Officer? • Forcin...2021-11-0932 min
Experience This!Lines, and Tigers, and Bears!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...2021-11-0235 min
Experience This!Behaving, Marketing, and Innovating!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 e...2021-10-2639 min
Experience This!Selfies, Cynicism, and Stopwatches!Learn about getting your customers to share their memorable moments, charging for brief emotions, and timing your audience as they read your legal disclaimers! Bite-Sized Delight From the Episode: • Selfies Can be Social - Find ways to gently remind people how to take an offline experience (like a sunset) into an online venue (#NaplesGrande Sunset Selfie). • Invoices are Touchpoints Too - Don’t miss the opportunity for a remarkable interaction by sending a poorly worded invoice. • Customers Don’t Want to Read for Hours - Privacy Policies and Terms of Conditions that take...2021-10-1938 min
Experience This!De-Escalation, Refrigeration, and Communication!Learn about dealing with unruly customers, exploring real-time data from your appliances, and the fight against digital pollution! Bite-Sized Delight From the Episode: • Train Your Team to De-Escalate with Customers - Pandemic-related stress is increasingly requiring your team to deal with emotional outbursts and erratic behavior from customers. • Share Useful Data with Your Customers - LG’s refrigerator shares valuable reporting/information to help customers be more energy efficient and maximize the benefits of the product’s features. • Everyone Needs to Reduce Digital Pollution - Ethan Beute and Stephen Pacinelli’s new book “Hu...2021-10-1235 min
Experience This!Creativity, Longevity, and Specificity!Learn how to make up for missing pieces in your customer experience, why it’s crucial to think long term in a short term environment, and how you can take pointers on being remarkable - from the DMV! Bite-Sized Delight From the Episode: • Your Personality is a Force - LEGO’s playful, Star Wars-themed response is a perfect example of letting your brand personality shine in customer communications. • Focus on the Long Term - Dorie Clark’s new book “The Long Game” offers a powerful framework and useful tactics for making long-ter...2021-10-0530 min
Experience This!Retailing, Behaving, and Feng Shui-ing!!Learn about the rising expectations of retail customers, getting into your customers’ brains, and how a traditional Chinese practice may make working from home more tolerable. Bite-Sized Delight From the Episode: • Upgrade Your Online Presence - Shifting customer expectations in a post-COVID era require you to enhance your online/ecommerce experience now. • Experience Behavioral Economics - Melina Palmer’s newest book ”What Your Customer Wants and Can’t Tell You” offers a guide and checklist to unlock your customers’ decision-making process and apply psychology/behavioral economics to your business. • Shift the Environment - blen...2021-09-2836 min
Experience This!Terminators, Differentiators, and Accelerators!Learn about how to get your customers to “come back” again and again, how D.A.D. can help you stand out in a crowd, and how to grow your business by growing your clients’ business! Bite-Sized Delight From the Episode: • Avoid the “Terminator” Customer - Shep Hyken’s newest book ”I’ll Be Back” explains why customers leave and how to design your business to keep them coming back. • Different Experiences Can’t Be Ignored - Mike Michalowicz offers a three set process for differentiating, attracting, and directing prospects to become customers in his entertaining and act...2021-09-2145 min
Experience This!Simple, Practical, and Inexpensive!Learn about the hottest new CX book of 2021 in a special episode featuring an exclusive, all-access, backstage pass, behind-the-scenes interview with the author! Bite-Sized Delight From the Episode: • Be an Experience Maker - make every business decision with the customer in mind. • Design W.I.S.E.R. Experiences - Witty, Immersive, Shareable, Extraordinary, and Responsive interactions lead to loyal customers and raving fans. • Keep in Mind that Offline is Becoming Online - Everything we do, everywhere we go, we can pull out our phones, take a picture or video, and turn an off...2021-09-1431 min
Experience This!Flying, Frying, and Finding!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 memo...2021-09-0745 min
Experience This!Fixing, Digitizing, and Cleaning!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...2021-03-0243 min
Experience This!Camping, Optimizing, and Winning!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 s...2020-12-0134 min
Experience This!EP102: Cabos, Cameos, and Canadian!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 entert...2020-05-1940 min
Experience This!EP101: Curation, Creation, and Contention!Learn about what the past decade can teach us about the next decade, how a bespoke publisher creates raving fans, and how the future of personal information is going to get even more messy. Bite-Sized Delight From the Episode: • Pay Attention to Customer Trends - By considering global expectation shifts like the ones presented in Rohit Bhargava’s fantastic book Non Obvious Megatrends, the business of today is ready for the customer of tomorrow. • Making Things Beautiful Rockets Your Business Forward - Incorporating aesthetic, design, and hyper-personalization allows you to stand out in the crowd and buil...2020-05-1232 min
Experience This!EP100: The Best of the Best from 100 Episodes!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’...2020-05-0533 min
Experience This!EP099: Training, Explaining, and Draining!Learn about a memorable employee onboarding experience, insurance for your pizza, and the cost of poor customer experience. Bite-Sized Delight From the Episode: • Investing in Employee Experience with Continuing Education - By investing heavily to create an immersive employee onboarding program at Deloitte University, the company proves their commitment to continuing education for all team members. • Mitigating Fears with Unexpected (but Appreciated) Insurance - By removing any apprehension for a delivery mishalf, Domino’s Pizza gives customers the confidence to trust delivery of their dinner and put the act of getting food to the dining room tab...2020-04-2832 min
Experience This!EP098: Composting, Selecting, and Hydrating!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...2020-04-2137 min
Experience This!EP097: Servicing, Calling and Relaxing!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 Bette...2020-04-1426 min
Experience This!EP096: City Planning, Flame Fanning, and Palm Scanning!Learn about the connected community of the future, the response to the robot invasion, and paying for anything with one hand behind your back. Bite-Sized Delight From the Episode: • Connect it All Together - Toyota’s new Woven City promises to combine environmentally friendly buildings, modern technology, and immersive experiences into the city of the future. • When Everyone Focuses on Technology, Go Back to Basics to Stand Out - FirstBank positions itself against the competition by offering 24/7 human support - instead of chatbots and AI-enabled assistants. • Make it Beyond Easy for Your Customers to Pay - Ama...2020-04-0728 min
Experience This!EP095: Sleeping, Renting, and Driving!Learn about one company's efforts to make large returns painless and simple, five ways to disrupt a common travel experience, and what we love and can't stand about the rental car industry! Bite-Sized Delight From the Episode: Turn a Mistake into a Great Experience - Even when things go wrong, if you work to deliver a remarkable experience you can create a raving fan. When You Do the Same Things as Your Competitors, Everyone Loses - You'll stop being treated like a commodity as soon as you stop acting like one. Small Things Can Make a Big D...2020-03-3132 min
Experience This!EP094: SPECIAL EPISODE - The COVID-19 ExperienceLearn 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 Cu...2020-03-241h 02
Experience This!EP093: Cezanne, Sand, and Systems!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...2020-03-1733 min
Experience This!EP092: Operatories, Restaurants, and Post Offices!Learn about an immersive experience devised to inspire creative design, one place where the robots may be meeting their demise, and how to improve the most-maligned industry of all - the Post Office. Bite-Sized Delight From the Episode: Immersive Experiences Stand Out - All-encompassing, immersive design allows a dental equipment company to stand out from the competition. The Robot Revolution May Be Delayed - Some of the early adopters of robot-automated restaurants are shutting their doors and turning off the robots for lack of customer interest. The Government is Listening (On Social Media) - Social media giv...2020-03-1028 min
Experience This!EP091: Dreaming, Managing, and Alexa-ing!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 r...2020-03-0333 min
Experience This!EP090: Principles, Videos, and Tissues!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 Wor...2020-02-2530 min
Experience This!EP089: Promises, Packing, and Parking!Learn about brands that keep and don't keep their promises, putting new functionalities into your luggage, and helpful parking lots. Bite-Sized Delight From the Episode: • Keeping Promises - Schmidt's deodorant went above and beyond by answering our listener's questions and then sending free products, while two other brands promised to do something - and then never did. • Travel Away With New Luggage - The new "Away" brand luggage creates a remarkable experience by offering a generous return policy, a customer-friendly warranty, and fun messages on their packaging. • Smart Parking Lot - Have you ever gone t...2020-02-1837 min
Experience This!EP088: Ignoring, Chatting, and Returning!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, an...2020-02-1130 min
Experience This!EP087: Sushi, Secrets, and Stillness!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 a...2020-02-0436 min
Experience This!EP086: Dollars, Damsels, and Dumbledore!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...2019-12-3129 min
Experience This!EP085: Driving, Enhancing, and Calculating!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 M...2019-12-2431 min
Experience This!EP084: Cleansing, Nursing, and Wasting!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, operat...2019-12-1729 min
Experience This!EP083: Groceries, Transitions, and Waiting!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 wa...2019-12-1030 min
Experience This!EP082: Pizzability, Usability, and Adaptability!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. S...2019-12-0331 min
Experience This!EP081:Bandwidth, Barriers, and... Banksgiving?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...2019-11-2637 min
Experience This!EP080: Gift Giving, Code Breaking, and Artifact Creating!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. 2019-11-1931 min
Experience This!EP079: Sharing, Shaving, and Singing!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? 2019-11-1228 min
Experience This!EP078: Intervening, Introspection, and Interacting!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...2019-11-0531 min
Experience This!EP077: Cooks, Photographers, and Ditchers!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 deli...2019-10-2935 min
Experience This!EP076: Automating, Researching, and Anticipating!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...2019-10-2226 min
Experience This!EP075: Manipulations, Massages, and Madelines!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...2019-10-1532 min
Experience This!EP074: Binging, Auto-Adding, and Considering!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 relationshi...2019-10-0832 min
Experience This!EP073: Engaging, Squinting, and Interacting!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 ca...2019-10-0130 min
Experience This!EP072: Eliminating, Expiring, and Understanding!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 customer...2019-09-2430 min
Experience This!EP056: Surveys, Situations, and Saviors!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 Enga...2019-02-1935 min
Experience This!EP048: Navigating, Motivating, and Integrating!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 intern...2018-11-1331 min
Experience This!EP046: Buttons, Braces, and Botanicals!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 the...2018-10-3028 min
Experience This!EP038: Lights, Coffee, and Wallets!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...2018-06-1231 min
Experience This!EP035: Elbows, Pillow Cases, and Salt Blocks!2018-05-2233 min
Experience This!EP034: Punks, Chains, and Nightlights!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. ...2018-05-1534 min
Experience This!EP031: Virtual Reality, Big Screen Reality, and Your Reality!The future of virtual reality in the customer experience, the effects of fiction coming to life on the big screen, and how the future is (or isn’t) all about VR. Bite-Sized Delights From the Episode: New ways that companies are using virtual reality in the customer experience. A look at what the Ernest Cline’s novel, Ready Player One, can tell us about the future of CX. Joey and Dan square off over how big VR will actually become. A look at the importance of customer loyalty programs. Are You Looking for Things We Refe...2018-04-2438 min
Experience This!EP023: Sharks, Salespeople, and Secrets!How getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you'll never forget, and the difference between a good salesperson and a great salesperson. Bite-Sized Delights From the Episode: Why The First 100 Days® are key to creating lifelong customers How one company blended information, fun, and experience to create an unforgettable day on the ocean. Why being a great salesperson means being a good person. Why customer retention is one of the best investments you can make. Are You Looking for Things We Referenced? Don't Be a Good Sa...2018-02-2741 min
Experience This!EP022: Working, Learning, and Recovering!Why customer service and marketing must collaborate, the dos (and don’ts) of conferences, and why a phone call is more important than you think. Bite-Sized Delights From the Episode: How REI’s customer service and marketing collaborate to provide a coordinated customer experience. The keys to throwing a great conference, and what you need to look out for. How typos and dated paperwork made a bad experience even worse. Why most customers still prefer to reach you by phone. Are You Looking for Things We Referenced? 6 Reasons to Unite Your Customer Service and Mark...2018-02-2035 min
Experience This!EP020: Stars, Freezing, and Bystanders!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 Orienta...2018-02-1333 min
Experience This!EP021: Doing More, Engaging More, and Charging More!Why MORE means more for your customers, a simple and free idea to build customer relationships, and what you can learn from a Manhattan electronics store's "creative" prices. Bite-Sized Delight From the Episode: How something unrelated to your business can be a great way to build strong customer relationships. Why making your life harder is the best way to make the customer experience better. Joey’s fateful trip to a Manhattan electronics store with a “creative” pricing system. Why customer experience is key to word-of-mouth marketing. Are You Looking for Things We Referenced? More Is Mor...2018-02-0629 min
Experience This!EP016: Glowing, Sporting, and Surprising!Why exceptional customer service doesn't happen by accident, how to surprise and delight your customers, and the lessons we can learn from going to the big game. Bite-Sized Delight from the Episode: Surprise and delight isn’t a strategy, it comes from going above and beyond when you don’t have to. Great customer service means constant work and a commitment to your employees. At the end of the day, employees are always central to the customer experience. Are You Looking for Things We Referenced? Dan’s Fireplace Guy (ask for Bryan Smyth) 2018-01-0936 min
Focus on Customer Service PodcastEpisode 51 - Why the First 100 Days of a Customer Relationship Is Critical (Joey Coleman)Imagine you make a large purchase after working with a salesperson. Maybe it’s a new car or windows for the house. The salesperson makes lots of promises that the “account manager” or customer service representative can’t keep. Sound familiar?
It did to Joey Coleman, a customer experience expert and keynote speaker who learned that in virtually every industry, between 20% and 70% of new customers will leave a business in the first 100 days. That’s a lot of unkept promises.
“Basically, companies are hemorrhaging,” he says. “They’re spending all this time, effort, and money acquiring new customers, but not spending a fractio...2017-05-2940 min