Experience This! podcast

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Kandungan disediakan oleh Joey Coleman and Dan Gingiss (396264), Joey Coleman, and Dan Gingiss. Semua kandungan podcast termasuk episod, grafik dan perihalan podcast dimuat naik dan disediakan terus oleh Joey Coleman and Dan Gingiss (396264), Joey Coleman, and Dan Gingiss atau rakan kongsi platform podcast mereka. Jika anda percaya seseorang menggunakan karya berhak cipta anda tanpa kebenaran anda, anda boleh mengikuti proses yang digariskan di sini https://ms.player.fm/legal.

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Why Petra Needs Its People 28:39

16 days ago28:39

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28:39

For centuries, members of the B’doul Bedouin tribe lived in the caves around the ancient city of Petra, Jordan. Then, in the 1980s, the government forced the tribe to move in the name of preserving the geological site for tourists. But if the residents are forced to leave, and if their heritage has been permanently changed, then what exactly is being preserved? SHOW NOTES: Meet The Man Living in The Lost City Carved in Stone Jordan: Petra's tourism authority cracks down on Bedouin cave dwellers The tribes paying the brutal price of conservation “There is no future for Umm Sayhoun” Jordan’s Young Bedouins Are Documenting Their Traditions on TikTok Check out Sami's company Jordan Inspiration Tours Learn about your ad choices: dovetail.prx.org/ad-choices…

Experience This!

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Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have more fun in the process. A fun collection of quick-hit segments filled with deep learning and takeaways, you don’t want to miss this audio experience! Find show notes and more goodies at http://www.experiencethisshow.com 396264

185 episod

#MBA #Business #Joey Coleman and Dan Gingiss (396264 #Dan Gingiss #Joey Coleman #Customerexperience #Customerservice #Marketing

Experience This!

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185 episod

#MBA #Business #Joey Coleman and Dan Gingiss (396264 #Dan Gingiss #Joey Coleman #Customerexperience #Customerservice #Marketing

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Experience This!

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EP185: Reading, Resigning, and Retaining! 1:19:35

2 years ago1:19:35

1:19:35

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 "…

Experience This!

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EP184: Computers, Computers, and More Computers! 51:53

2 years ago51:53

51:53

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 "…

Experience This!

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EP183: Super Fans, Super Stars, and Super Answers! 59:50

2 years ago59:50

59:50

Learn about the must-read customer experience book of 2023, how rockstars connect with their raving fans, and the things you never knew, but always wanted to ask, about CX professionals. Bite-Sized Delight From the Episode: • Create Superfans - Brittany Hodak's must-read book "Creating Superfans: How To Turn Your Customers Into Lifelong Advocates" offers a fantastic playbook for succeeding in the Experience Economy. • Celebrate Half-Birthdays - stand out from the crowd by celebrating your customers' (and employees') half-birthdays. • Go Beyond the Professional Experience - learn more about the life behind the work when we ask questions of three CX professionals Are You Looking for Things We Referenced? • Creating Superfans: How To Turn Your Customers Into Lifelong Advocates - by Brittany Hodak • Lomi - countertop composting • Jack Carr - fiction writer of the The Terminal List series • Stamps.com - print postage at home! • The End of the World is Just the Beginning: Mapping the Collapse of Globalization - by Peter Zeihan • Never Lose an Employee Again: The Simple Path to Remarkable Retention - by Joey Coleman • If I Understood You, Would I Have This Look on My Face?: My Adventures in the Art and Science of Relating and Communicating - by Alan Alda • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman - keynote speaker and author of " Never Lose a Customer Again " Dan Gingiss - keynote speaker and author of " The Experience Maker "…

Experience This!

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EP182: Avoiding, Bettering, and Ending! 43:41

2 years ago43:41

43:41

Learn about an airline that decided to stop providing telephone customer service, how to improve on the B2B experience, and a government crackdown on unnecessary fees. Bite-Sized Delight From the Episode: • Don't Call Us - Frontier Airlines' controversial decision to eliminate their customer service phone number may save money but may cost them customer loyalty (and will surely impact customer experience). • B2B Businesses Should Improve Their Customer Experience - In his new book, "Do B2B Better: Drive Growth Through Game-Changing Customer Experience," Jim Tincher shares tips and techniques for improving customer experience in a B2B setting and gaining executive buy-in for CX initiatives. • The Government Plans to Help the Experience - The FTC is launching a new rulemaking process in an attempt to reduce junk fees for event ticketing, hotels, funeral homes, and other industries that force consumers to pay ridiculous fees. Are You Looking for Things We Referenced? • " Frontier Airlines Gets Rid of Telephone Customer Service " - by Leslie Josephs on CNC.com • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • " Do B2B Better: Drive Growth Through Game-Changing Customer Experience " - by Jim Tincher • Biden Targets Hidden 'Junk Fees' from Banks, Cable TV, Concert Tickets - By Hannah Lang, Doina Chiacu, and Trevor Hunnicutt on Reuters • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman - keynote speaker and author of " Never Lose a Customer Again " Dan Gingiss - keynote speaker and author of " The Experience Maker "…

Experience This!

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EP181: Playing, Placing, and Personalizing! 38:31

2 years ago38:31

38:31

Learn about the value of having fun within a business, the way products differ from region to region, and the continued importance of connecting with your customers using meaningful, customized communications. Bite-Sized Delight From the Episode: • Explore Ways to Infuse More Fun in Your Workplace - Kristi Herold's new book, "It Pays to Play" offers a roadmap for enhancing employee engagement, retention, and participation using intentional play. • Pay Attention to Whether You're Using the App or It's Using You - The difference between TikTok's Chinese version and American version illustrates the importance of being vigilant when it comes to social media usage and application, especially for more global outreach efforts. • Find the Balance between Customer Data and Personalization - Salesforce's 8th Annual "State of Marketing" Report showcases how the best companies are pushing the envelope on customization of customer communications, while maintaining a healthy respect for customer privacy. Are You Looking for Things We Referenced? • " It Pays to Play: How Play Improves Business Culture " - by Kristi Herold at JAM • Brian Solis , Global Innovation Evangelist at Salesforce • TikTok in China vs. the U.S.A. - as featured on 60 Minutes • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • The 8th Annual “State of Marketing” Report from Salesforce • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman - keynote speaker and author of " Never Lose a Customer Again " Dan Gingiss - keynote speaker and author of " The Experience Maker "…

Experience This!

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EP180: Laughing, Enrolling, and Predicting! 33:47

2 years ago33:47

33:47

Learn about hilarious product instructions, what we love–and can’t stand–about health insurance, and our forecast for 2023 customer experience trends. Bite-Sized Delight From the Episode: • Even Labels Offer the Chance for an Experience - Product labels and instructions give you the chance to be witty, clever, and intriguing. Don't miss the opportunity to make every customer communication an experience. • Health Insurance: Things We Love and Can't Stand - While everyone needs it and many benefit from it, there are plenty of ways that health insurance can improve on the current customer experience. • Trends to Pay Attention to in 2023 - Business continuity, responsiveness to economic trends, personalization, and anticipation will continue to keep customer experience and employee experience issues top of mind in 2023. Are You Looking for Things We Referenced? • “ 65 of the Funniest Product Instructions and Tags " - by Greta Jaruševičiūtė at BoredPanda • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman - keynote speaker and author of " Never Lose a Customer Again " Dan Gingiss - keynote speaker and author of " The Experience Maker "…

Experience This!

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EP179: Condiments, Content, and Connections! 35:34

2 years ago35:34

35:34

Learn about an environmentally friendly ketchup bottle, a song for the age we’re living in, and a pre-written thank you card that will make you smile. Bite-Sized Delight From the Episode: • Is Your R&D Focused on Enhancing Your CX? - Heinz spent over 185,000 hours and $1.2 million to create a new, fully-recyclable ketchup bottle cap - because it was the right thing to do for the environment and their increasingly environmentally-conscious customers. • Give Your Customers What They Want Before the Go - Ryan Anderson's catchy parody song reinforces the importance of making the customer experience better before your website visitors leave in frustation because they can't easily find what they want. • Little Surprises Create Big Connections - Including a pre-written thank you note along with a child's birthday gift is a great way for the creative team at Wicked Uncle to connect their customers (those who purchase gifts for children) to their customers' customers/end users (the children that receive these gifts). Are You Looking for Things We Referenced? • “ Why Heinz Spent 185,000 Hours Redesigning This Ketchup Bottle Cap " - by Adele Peters on FastCompany.com • Ryan Anderson's website experience parody " Before You Go " • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • Wicked Uncle - perfect gifts for brilliant children • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman - keynote speaker and author of " Never Lose a Customer Again " Dan Gingiss - keynote speaker and author of " The Experience Maker "…

Experience This!

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EP178: Birdie, Squishy, and Sippy! 39:56

2 years ago39:56

39:56

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 customers willing to endure the dreaded middle seat. • Turn the Ordinary Into Extraordinary - Joseph Michelli's experience design classic "The Starbucks Experience" outlines 5 key principles any company can use to make their customer interactions extraordinary. Are You Looking for Things We Referenced? • “ Airline Launches Lottery to Entice More Passengers to Sit in the Middle Seat " by Maggie Hiufu Wong at CNN Travel • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary - by Joseph A. Michelli • 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 "…

Experience This!

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EP177: Pâté, Partage, and Punch! 37:31

2 years ago37:31

37:31

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 Into Marketing - Punch Pizza's proactive outreach acknowledging a hiccup in their service, what they learned, and a request to "give them another chance" turned a first-time customer into a long-term advocate. Are You Looking for Things We Referenced? • “ Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect ” by Will Guidara • Partage modern French dining in Las Vegas • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • Punch Pizza • 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 "…

Experience This!

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EP176: Expressing, Hearing, and Singing! 35:39

2 years ago35:39

35:39

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 customers. • Immersion is Increasingly the Expectation for Live Events - The more immersive and engaging your events are, the more memorable they are for participants. That means they will go back to the office and tell people about it, encouraging others to attend in the future. Are You Looking for Things We Referenced? • " The final word: Is the thumbs-up emoji dead? " - by Ayesha Rascoe on NPR • " How Bose’s Marketing Chief is Cutting Through the Noise " - by Sam Forsdick in Raconteur • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • Professional Associations for Customer Engagement (PACE) • Sprinklr Unifiers Roadshow • 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 "…

Experience This!

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EP175: In the Flow, On the Go, and In the Know! 28:06

2 years ago28:06

28:06

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 "…

Experience This!

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EP174: Safety, Savings, and Satisfaction! 41:11

2 years ago41:11

41:11

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 "…

Experience This!

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EP173: Stockouts, Silences, and Storytelling! 29:18

2 years ago29:18

29:18

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 "…

Experience This!

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EP172: Storms, Responses, and Forks! 28:40

3 years ago28:40

28:40

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 "…

Experience This!

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EP171: Valyrian, Mandalorian, and Amazonian! 30:26

3 years ago30:26

30:26

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 "…

Experience This!

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EP170: Lovers, Singers, and Winners! 27:59

3 years ago27:59

27:59

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 Experience Still Matters - Brands that create a great in-store experience are attracting the 92% of customers who missed shopping in a store during the pandemic. Are You Looking for Things We Referenced? • Brand Love 2022 - by Hootsuite and Talkwalker • Experience This - Episode 6 - "Robots, Pizza, and Music!" • " I'm on Hold " by Alex Cornell • StreamYard • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • " 11 Brands Winning with Memorable In-Store Experiences " by Bobby Marhamat for RetailCustomerExperience.com • 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 "…

Experience This!

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EP169: Adjustments, Addresses, and Appointments! 30:05

3 years ago30:05

30:05

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 continue receiving their business. • Service Without Scheduling is Remarkable - Getting an oil change without scheduling an appointment is convenient, efficient, and easy - allowing Shimkat Motors to create a remarkable experience that builds affinity and loyalty. Are You Looking for Things We Referenced? • Mattress Galaxy • Experience This - Episode 69 - "Emojis, Surveys, and Sodas!" • Experience This - Episode 77 - "Cooks, Photographers, and Ditchers!" • Experience This - Episode 88 - "Ignoring, Chatting, and Returning!" • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Shimkat Motors - No Appointment Required Oil Changes • 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 "…

Experience This!

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EP168: 1040s, 9 and 3-4, and 404s! 33:45

3 years ago33:45

33:45

Learn about how one company rolled back a major decision after customer backlash, how immersive experiences have become all the rage, and how you can create experiences anywhere - even when a customer makes a mistake. Bite-Sized Delight From the Episode: • Listen AND Respond to Your Customers - When loyal customers backlashed at the elimination of a feature enjoyed by a small but vocal portion of users, TurboTax reversed their decision and re-instated the "ItsDeductible" program. • Think Immersive for Your Experiences - As customers crave more immersive experiences, explore ways to deliver "above and beyond" like the Museum of Ice Cream in Chicago. • Make Mistakes and Errors Playful - A fun, playful, creative 404 error page is a great opportunity to bring surprise and delight to a customer that makes a mistake on your website. Are You Looking for Things We Referenced? • “ Inside Perspective: From Harry Potter to Ice Cream, Immersive Experiences are Coming to Chicago: ‘Interactivity has been the trend’ ” - by Samantha Nelson in the Chicago Tribune • The Experience Maker - by Dan Gingiss • Dan's LinkedIn Discussion about 404 Error Pages • Experience This - Episode 26 - " Healthy, Error-Free, and Pregnancy! " • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman - keynote speaker and author of " Never Lose a Customer Again " Dan Gingiss - keynote speaker and author of " The Experience Maker "…

Experience This!

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EP167: Lucy, Harry, and Spidey! 33:50

3 years ago33:50

33:50

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 revisiting the customer experience on a regular basis to find ways to improve it! • It's Okay to Make a Mistake with a Customer "If" You Learn From It - Hiring employees that are committed to delivering remarkable customer experiences leads to creative moments like the Disney employee that quickly learned some Portuguese to interact with a guest. Are You Looking for Things We Referenced? • LEGOLAND California • Universal Studios Hollywood • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • “ Disney Worker Surprises Guest's 4-year-old Son — Even After She Yelled at Him. ” - by Emerald Pellot in Yahoo! News "In the Know" • Ryan Kelly - TikTok Story of Portuguese Spiderman • 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 "…

Experience This!

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EP166: Retailers, Subscriptions, and Mutual Funds! 37:56

3 years ago37:56

37:56

Learn about e-commerce companies that are moving to brick-and-mortar, helping your customers save money, and a beloved brand that has people talking -- but not in a good way. Bite-Sized Delight From the Episode: • Bricks Might Save Clicks - the rising costs of doing business online is leading many e-commerce brands to open physical retail locations. • Squeaky Clean Transparency Is Best - Green cleaning company Dropps chose complete transparency when announcing a shipping price increase to customers and earned loyal fans in the process. • Even Customers That Love You Will Only Tolerate So Much - While investors love Vanguard's products, not caring enough to answer the phone or solve customer service problems is frustrating their long-term customers Are You Looking for Things We Referenced? • How Bricks Might Save Clicks: Rising costs of doing business online is making physical retail more appealing for e-commerce brands - by Jinjoo Lee in the Wall Street Journal • Dropps - Green Cleaning Products • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Vanguard clients take to social media over customer service mishaps - by Erin Arvedlund in the Philadelphia Inquirer • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP165: Fallon, Fans, and Fostering! 41:17

3 years ago41:17

41:17

Learn about using parodies to catch attention and stop social media scrolling, putting your customers first in every aspect of your business, and building raving fans with a generous grace period. Bite-Sized Delight From the Episode: • B2B Doesn't Give You Permission to be Boring2Boring - follow the example of Emily DeBrito Brady (TikTok: @emdibritobrady) and use humor and playfulness in your messaging to grab the attention of business buyers. • Put Your Fans First - Savannah Bananas owner Jesse Cole offers a playbook for creating remarkable customer experiences in his brand new book, Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience ! • Make it Delightful to Do Business with You - Rad Power Bikes makes it easy to purchase and easy to be a fan with their customer-centric policies and practices. Are You Looking for Things We Referenced? • Fallon-esque Thank You Notes - by Emily DeBrito Brady on LinkedIn • Follow Emily DeBrito Brady on TikTok: @emdibritobrady • Sweet Fish - podcast production agency for B2B brands • Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience - by Jesse Cole • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Rad Power Bikes • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP164: Clothing, Catchers, and Communication! 35:57

3 years ago35:57

35:57

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 rules for the game that were more fan-friendly, and in the process created a remarkable, entertaining, exciting experience. • Don't Forget the Local Experience - Podium's "2022 State of Local Business" research found that today’s consumers are looking for ease of doing business and price as the key differentiators for the local business experience. Are You Looking for Things We Referenced? • " JCPenney’s CEO Is Done Chasing New Customers. ‘We Are Loving Those Who Love Us.' " - Suzanne Kapner in the Wall Street Journal • The Savannah Bananas on MLB Radio • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • State of Local Business Report - by Podium • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP163: Beginnings, Middles, and Endings! 43:43

3 years ago43:43

43:43

Learn about a warm welcome that creates new loyalty, key tricks for keeping going when the experience starts to wane, and the importance of a final positive experience before a customer leaves. Bite-Sized Delight From the Episode: • Make Sure Your Employees are Loyal to Your Loyalty Program - Loyalty programs only work if everyone on your team genuinely understands the benefits and can explain them succinctly to your customers. • Get Back to Basics - Alan Stein Jr.'s new book "Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout" offers tips and techniques for performing at a high level over an extended period of time - something every CX professional needs to do. • Make Canceling Easy - Offboarding is just as important as onboarding and is often the final memory a customer has of your brand when they go out into the marketplace and talk about their interactions with you. Make sure they have nice things to say by making it easy to quit doing business with you. Are You Looking for Things We Referenced? • Kwik Rewards • Dick’s Sporting Goods • Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout - by Alan Stein, Jr. • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • LawDepot • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP162: Crimes, Deliveries, and Charles Dickens?! 28:12

3 years ago28:12

28:12

Learn about when good customers do bad things, the “last mile” in retail, and the “great expectations” of your customers. Bite-Sized Delight From the Episode: • It Could Always Be Worse - Customer experience professionals often worry about their customer fails and while we should always be trying to improve, it's also okay to laugh from time to time at customers' crazy expectations. • Don't Forget the Last Mile - If you sell products that are delivered to your customers, the experience of delivery to their front door is STILL part of your experience. Make sure you deliver all the way! • What Do Your Customers Really Expect? - Research from Chattermill shows that businesses may be delivering on their own expectations (internal), but most aren't meeting their customers' expectations (external). Are You Looking for Things We Referenced? • " 43 ‘Customer Crimes’ That Customer-Facing Workers Can’t Stand " by Ross Yoder at BuzzFeed • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • " Great eCXpectations: How to Deliver the CX Your Customers Really Want " - by Chattermill • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP161: Van Gogh, Oh No, and Duo! 34:03

3 years ago34:03

34:03

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 birthday celebration created a negative experience that will last for years to come. • Design Experiences to Cross Borders - By paying attention to language differences, Duo Lingo created a series of brand mascots that can transcend national borders and serve an international clientele. Are You Looking for Things We Referenced? • Immersive Van Gogh Exhibit - Minneapolis, Minnesota (and other locations) • Spotify Playlist for the Immersive Van Gogh Exhibit • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Free Time: Lose the Busywork, Love Your Business - by Jenny Blake • Conversation Corner with Help Scout • Duolingo • " How Zari, Bea, Lily, Lucy, and Lin came to life " by Emily Chiu and Sam Zabell • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP160: Data, Protein, and Google! 38:48

3 years ago38:48

38:48

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 show empathy to the disappointed customer or to proactively fix the error, it delivered all the ingredients for a horrible experience that the customer felt compelled to share with others. • A Customer Review Strategy is a Must for Businesses - The 2022 Local Consumer Review Survey by brightlocal offers the newest research on how consumers are using online reviews to choose, trust, and understand the businesses offering services in their local area. Are You Looking for Things We Referenced? • " Is It Possible to Have Both Privacy and Personalization? ” - by Michelle Hawley at CMSWire • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Jacksonville Public Library in Florida • Conversation Corner with Help Scout • Local Consumer Review Survey 2022 - by brightlocal • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP159: Bananas, Burgers, and Bu-Byes! 31:12

3 years ago31:12

31:12

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 Burger King's new Whopper Melt as a way to drive interest and orders with these two symbiotic businesses. • It's Okay If Customer Experiments Fail - The closure of Amazon's retail bookstores and 4-Star stores wasn't a failure because Amazon learned so much from the experiments and was willing to keep trying new ways to reach customers - even if it didn't work out the way they hoped. Are You Looking for Things We Referenced? • Jesse Cole - New Banana Drains (originally posted on LinkedIn) • Savannah Bananas • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • DoorDash Dash Pass • Burger King - Whopper Melt • Conversation Corner with Help Scout • “ Amazon plans to shut down more than 50 brick-and-mortar stores ” - by Karen Weise in The New York Times • The Non-Obvious Newsletter • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP158: Dining, Designing, and Priming! 34:29

3 years ago34:29

34:29

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 Franz's book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business , emphasizes the importance of listening to your customers and incorporating their input into your experience design. • Increased Value Counters Price Increases - Amazon Prime realizes that they can increase prices for their subscription as long as they keep increasing the value of the membership. Are You Looking for Things We Referenced? • " Accessibility Is a Right. This Restaurant Treats It That Way. " - by Pete Wells in the New York Times • Pizzability - Experience This Show!, Season 4, Episode 82 • Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business - by Annette Franz • Conversation Corner with Help Scout • Amazon Prime • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP157: Revisiting, Revising, and Refining! 45:10

3 years ago45:10

45:10

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 two episodes per week - continuing to experiment with the optimal experience for their viewers. • Lose the Busywork, Love Your Business - Free Time by Jenny Blake offers an easy-to-implement approach for systematizing your business, creating better customer experiences, and making sure every question lives three lives. Are You Looking for Things We Referenced? • John Bowen - CEG Worldwide • Jayson Gaignard - MMT • Michael Potts - M2 Studios • Accenture Buys 60,000 VR Headsets • Here's When Every New Marvelous Mrs. Maisel Episode Drops on Amazon Prime - by Emily Burack in Town & Country Magazine • The Marvelous Mrs. Maisel • Conversation Corner with Help Scout • Hooked: How to Build Habit Forming Products - by Nir Eyal • Free Time: Lose the Busywork, Love Your Business - by Jenny Blake • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP156: Witty, Wowing, and Wonky! 36:04

3 years ago36:04

36:04

Learn about how to make marketing fun, the current state of customer experience, and avoiding the buzzwords that people love to hate. Bite-Sized Delight From the Episode: • Fun Interactions Creates a Fun Workplace - The more colorful and playful your brand, the more you will attract that type of customer and employee. • Happy Employees Equal Happy Customers - Based on research by GetFeedback, the relationship between employee experience and customer experience should be an infinity symbol - when employees are happy, they better serve customers, thereby making those customers happy. • Beware Buzzwords - Using meaningless buzzwords leaves employees and customers confused, irritated, and wanting to run away from you and your offerings! Are You Looking for Things We Referenced? • Verblio - a fun place to work with fun marketing • State of CX Report - by GetFeedback • Conversation Corner with Help Scout • 31 Buzzwords That Employees Truly Hate - by Geoffrey James on Inc.com • 9 Business Buzzwords People Hate So Much They Won't Want to Work With You - by Minda Zetlin on Inc.com • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP155: Paying, Personifying, and Participating! 35:42

3 years ago35:42

35:42

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 between the user and their technological device. • Reward Your Customers for Your Labor Shortages - Domino's new "tip" for customers picking up their pizza offers a playful way to acknowledge the practical realities of delivery driver labor shortages. Are You Looking for Things We Referenced? • Bose Noise Canceling Headphones • Conversation Corner with Help Scout • Domino's Response to the Labor Crunch: Pick Up Your Own Damn Pizza - by Rebecca Deczynski in Inc.com • Press Release: Domino's Carryout Tips: Because You Earned It • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP154: Puppies, Sunglasses, and Movies! 35:56

3 years ago35:56

35:56

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 experience. • Don't Hide from Your Customers - The only thing worse than a bad customer experience is a complete lack of recourse because you can't contact anyone in the organization for help! Are You Looking for Things We Referenced? • Starbucks • Goodr Sunglasses • Conversation Corner with Help Scout • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP153: Flexibility, Mobility, and Accessibility! 34:04

3 years ago34:04

34:04

Learn about how to keep your customers happy when you don’t meet their expectations, the expanding QR code experience, and enhancing your offerings to meet your customers where they are at. Bite-Sized Delight From the Episode: • Messaging Creates and Confirms Customer Expectations - When bad weather impacted an Antarctic experience, casting travelers as "modern day adventures" made uncertainty easier to handle. • QR Codes are Back - To create the best customer experiences possible, you need to constantly be iterating and innovating when it comes to your use of technology - which means QR codes deserve another look in your business. • Remote COVID Testing Showcases Creative Brand Extensions - A remotely-confirmed COVID test result gives BinaxNow a premium offering - and experience - for travelers. Are You Looking for Things We Referenced? • Maverick1000 • Antarctica21 • Join Joey in Supporting Marine Protected Areas in Antarctica • Chilean COVID-19 Mobility Pass • Coinbase Super Bowl QR Code Advertisement • eMed Enabled COVID-19 At-Home Test and Lab Report • Rate and Review The Experience This! Show • Experience This Show! - past episodes Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP152: Wishes, Orders, and Courtesies! 36:25

3 years ago36:25

36:25

Learn about a simple way to recognize your customers, a doctor engaging his patients to improve the office experience, and breaking down President Biden’s executive order on customer service. Bite-Sized Delight From the Episode: • Don't Miss the Chance to Wish Someone Happy Birthday - Every customer has a birthday - but few businesses make the time to acknowledge their customer's special day and create a little moment of delight in the process. • When In Doubt, Ask Your Customers - Dr. Ryan Stewart asked how to improve the design of his gynecology office and got fantastic suggestions from thousands of people - just because he asked. • Even the Federal Government Cares about Customer Experience - A new Executive Order from President Biden details specific actions the Federal Government is taking to enhance the experience of every citizen. Are You Looking for Things We Referenced? • Dan's Birthday Wishes • Dr. Stewart Wants Your Suggestions for His Office • An Executive Order on Transforming Federal Government Customer Experiences • Rate and Review The Experience This! Show • Experience This Show! - past episodes Learn more about the Experience This Show and the hosts: Joey Coleman https://joeycoleman.com/ Dan Gingiss https://dangingiss.com/…

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EP151: Soliciting, Scoring, and Scaring! 36:09

3 years ago36:09

36:09

Learn about how NOT to get someone’s attention in a first email, an in-depth review of Net Promoter Score, and when your phone is listening to the people around you. Bite-Sized Delight From the Episode: • CX Begins BEFORE Someone Becomes a Customer - Any interaction with a prospect (even a cold email outreach) starts to establish the future customer experience. Don't miss the chance to be remarkable and set the right tone for interactions you'll deliver in the future. • Make Sure You Use Net Promoter Score the Right Way - Fred Reichheld's newest book "Winning on Purpose - The Unbeatable Strategy of Loving Customers" shows that when used properly, NPS scores are still a valuable way to enhance your customers' experiences and improve your bottom line. • Listening to Your Customers Can Be Creepy - Using technology to listen to your customers' private conversations and then feed them targeted promotions can easily produce a negative experience. Are You Looking for Things We Referenced? • Winning on Purpose - The Unbeatable Strategy of Loving Customers - by Fred Reichheld • Rate and Review The Experience This! Show • Experience This Show! - past episodes Learn more about the Experience This Show and the hosts: Joey Coleman https://joeycoleman.com/ Dan Gingiss https://dangingiss.com/…

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EP150: Alignment, Entertainment, and Accomplishment! 34:50

3 years ago34:50

34:50

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 annoying delay into a playful, informative, engaging experience. • Keep Making the Experience Better - After 150 episodes, we remain committed to bringing you new ideas to improve and enhance your customers’ and employees’ experiences. Are You Looking for Things We Referenced? • We’re Doing CX Wrong… and How To Get It Right - by Nicholas Zeisler, CCXP • Goettl Air Conditioning and Plumbing • Rate and Review The Experience This! Show • Experience This Show! - past episodes Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP149: Masterplans, Motorcycles, and Monotasking! 35:29

3 years ago35:29

35:29

Learn about using customer’s personal data to develop new product offerings, taking small actions to have big results, and a way to get everything you need to do accomplished faster and with less stress. Bite-Sized Delight From the Episode: • Be Careful How You Use Customers’ Data - 23&me walks a fine line with their customer relationships when they use customer DNA data to create new drugs. • Small Enhancements in Customer Data Have a Big Impact - A&S Motorcycles uses small touches (like office tours and responding to every online review) to deepen relationships with both customers and prospects. • To Do Everything Better,Focus on Doing One Thing at a Time - Thatcher Wine’s book “The Twelve Monotasks: Do One Thing at a Time to Do Everything Better” encourages readers to narrow and limit activities and focus in order to counter the loss of productivity and impact that comes from multitasking. Are You Looking for Things We Referenced? • All Those 23andMe Spit Tests Were Part of a Bigger Plan - by Kristen V Brown in Bloomberg Businessweek • A&S Motorcycles - home to Randy Felice • Rate and Review The Experience This! Show • The Twelve Monotasks: Do One Thing at a Time to Do Everything Better - by Thatcher Wine Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP148: Competency, Abilities, and Obsession! 25:26

3 years ago25:26

25:26

Learn about what the U.S. government is doing to improve customer experience, a Canadian sports equipment retailer redefining an international symbol, and how to turn your customers and employees into lifelong fans. Bite-Sized Delight From the Episode: • Even the Government is Paying Attention to Customer Experience - The U.S. Federal Government is improving customer experience with legislation and executive actions focused on diversity and accessibility. • Don’t Miss the Chance to Re-invent Icons - Ability Signs is on a mission to highlight abilities instead disabilities with an update to the infamous blue and white handicap wheelchair icon. • 12 Actions for Improved Experience - Jon Picoult’s book “From Impressed to Obsessed" offers science-based experience design suggestions for turning customers and employees into lifelong fans. Are You Looking for Things We Referenced? • Emerging Trends in Customer Experience - Nextgov highlights the latest in digital service delivery in the federal government (e-book) • Ability Signs • From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans - by Jon Picoult Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP147: Staying, Smoking, and Shipping! 37:30

3 years ago37:30

37:30

Learn about the importance of acknowledging customer loyalty, an extreme example of living the brand experience, and evolving the ways you interact with customers for the greater good of the planet. Bite-Sized Delight From the Episode: • Be Loyal to Those Who Show You Loyalty - Be generous with the points/benefits of your loyalty program and make it easy for customers to receive the perks they’ve earned. • Let Customers Live Your Brand - Your most dedicated customers want to show their affinity and receive unique perks for continued and ongoing support/patronage. • Sustain Support with Sustainable Offerings - As the marketplace becomes more environmentally conscious, your offerings and operations need to consider the environmental impact more. Are You Looking for Things We Referenced? • "Sale of Marlboro Ranch Snuffs Out Smokers’ Vacation Dreams" - by Jennifer Maloney and Omar Abdel-Baqui • Improving Our Packaging - Amazon’s Shipping Sustainability Initiatives Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP146: Picking, Integrating, and Calculating! 43:36

3 years ago43:36

43:36

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 collecting data about your customer interactions that is relevant and actionable. Are You Looking for Things We Referenced? • 15 Low-Hanging Fruit Actions To Help Revamp Your Customer Experience - by The Forbes Business Council on Forbes.com • Customer Experience Metrics - the Top 5 Ranked - by Dan Gingiss Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP145: Timbre, Taste, and Ticket! 30:07

3 years ago30:07

30:07

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. • I s 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 Referenced? • The Sound of Luxury - by Lucy Alexander in The Robb Report • Fly with Breeze • Dan Gingiss 404 Error Page Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP144: Working, Debating, and Skipping! 32:36

3 years ago32:36

32:36

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? • Forcing Customer Loyalty - Southwest Airlines’ legal action against Skiplagged claims to preserve customer benefits - but does it? Are You Looking for Things We Referenced? • America’s Most Loved Workplaces 2021 - by Newsweek • Southwest Wants to Force Customer Loyalty Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP143: Lines, and Tigers, and Bears! 35:04

3 years ago35:04

35:04

Learn about a creative way to make your customers feel better about waiting, an airport experience that doesn't involve a plane, and a great prize for bulking up before winter. Bite-Sized Delight From the Episode: • Waiting Lists Don’t Need to Be Stagnant - Seth Godin offers a unique suggestion for a “smart line” that allows waiting customers to move up or down the list depending on their personal needs/desires. • Unite Your Friends and Fans Using Social Media - Yaeger Airport’s playful and poignant use of social media helped unite their fans and the public at large to get a lost stuffed animal tiger back to its owner. • Fat Bears Draw Virtual Crowds - A national park in the wilderness of Alaska uses a creative online contest to draw attention and focus to their rarely-seen wildlife. Are You Looking for Things We Referenced? • Swap the Line - by Seth Godin • Yaeger Airport in Charleston, West Virginia • Searching for the Owner of a Stuffed Animal Tiger Lost at the Airport • Share Your Thoughts about The Experience This! Show • Fat Bear Week at Katmai National Park and Preserve Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP142: Behaving, Marketing, and Innovating! 39:07

3 years ago39:07

39:07

Learn how restaurants and hotels are dealing with bad customer behavior, why marketers are finally paying attention to customer experience, and why innovation doesn’t have to be complicated! Bite-Sized Delight From the Episode: • The Customer Isn’t Always Right - If customers aren’t behaving with civility, smart businesses will choose not to work with those customers, taking comfort in the fact that kind people want to go places that value kindness. • More CMOs are Focusing on Customer Experience - According to new research from Salesforce, nearly 78 percent of CMO's now own customer experience for their organization and are working to create a cohesive customer journey across channels and devices. • The Best Innovators Deliver Extraordinary Outcomes - In her new book RE:Think Innovation, Carla Johnson offers a framework for generating innovative ideas to push your organization forward. Are You Looking for Things We Referenced? • “ Restaurants and Hotels Push Back Against the Uptick in Customer Tantrums ” - by Clare Ansberry in The Wall Street Journal • State of Marketing in 2021 - by Salesforce • RE:Think Innovation: How the World's Most Prolific Innovators Come Up with Great Ideas that Deliver Extraordinary Outcomes - by Carla Johnson Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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EP141: Selfies, Cynicism, and Stopwatches! 38:47

3 years ago38:47

38:47

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 longer than an hour to read create the wrong conditions for a positive customer experience. CHALLENGE - Participate in our Listener Challenge by figuring out how long it would take to read your terms and conditions or privacy policy ( https://wordstotime.com/ ) and then sharing it with us! Are You Looking for Things We Referenced? • Naples Grande Beach Resort - Naples, Florida • The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share - by Dan Gingiss • “$11 for ‘brief emotion’? The Hidden Charges of US Healthcare are Utterly Enraging.” - by Arwa Mahdawi in The Guardian • How Long It Takes to Read the Legal Fine Print on Popular Sites - by Ayaz Nanji on MarketingProfs.com • Words to Time reading tool Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss…

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Podcast Berbaloi untuk Didengar

Experience This!

Experience This!

Podcast Berbaloi untuk Didengar

Selamat datang ke Player FM

Sama dengan Experience This!

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