Experience This!

Latest Episodes:

EP095: Sleeping, Renting, and Driving! Mar 31, 2020

Show notes

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 Difference - Improve your customer touchpoints by comparing them to the best and worst of the rental car industry.

Are You Looking for Things We Referenced? • Wayfair

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

EP094: SPECIAL EPISODE - The COVID-19 Experience Mar 24, 2020

Show notes

Learn about how businesses are successfully navigating the COVID-19 crisis by prioritizing customers, employees, and suppliers.

Bite-Sized Delight From the Episode: Calm, Confident, Actionable Messages - Communicating in times of crisis requires you to go beyond "checking the box" and instead identify opportunities to provide real value in context with your brand offerings. Relaxing Policies and Procedures - It's time to review all of your policies and procedures to create COVID-19 conscious versions. Put people over profits in the short term to keep customers and employees in the long term. Happy Employees Equals Happy Customers - Employee experience is just as vital (if not more so) than customer experience during times of crisis. Don't forget about the people that serve your customers. Don't Forget About Your Suppliers and Providers - Every business and individual has suppliers, vendors, providers, and merchants that provide critical products and services. What are you doing to take care of your suppliers/providers so that they are still in business after the COVID-19 crisis ends? Use Your Resources/Expertise to Help - Identify ways to provide valuable resources to your customers and prospects alike.

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

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

EP093: Cezanne, Sand, and Systems! Mar 17, 2020

Show notes

Learn about using modern tools to showcase classical art, a museum where kids can touch the exhibits, and how to create even more time to serve your customers.

Bite-Sized Delight From the Episode:

New Methods Attract New Audiences - The Musée d'Orsay museum in Paris uses an Instagram to reach a new, younger audience.
Let Guests Touch the Exhibits - The Frost Museum of Science uses a variety of interactive exhibits and encounters to create an unforgettable visitor experience.
It's Time to Create More Systems in Your Organization - Mike Michalowicz's book Clockwork offers a blueprint for implementing systems so your business can run itself.

Are You Looking for Things We Referenced?

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

Frost Science Museum in Miami, FL

Clockwork - by Mike Michalowicz

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

EP092: Operatories, Restaurants, and Post Offices! Mar 10, 2020

Show notes

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 gives such a loud voice to customers that even the government is listening.

Are You Looking for Things We Referenced?

Benco CenterPoint

Some of San Francisco's Robot-Run Restaurants are Failing. - by Katie Canales in Business Insider.

Avtex Engage 2020

How to Enhance Citizen Experience with Social Media by Propel

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

EP091: Dreaming, Managing, and Alexa-ing! Mar 03, 2020

Show notes

Learn about reinventing the shopping mall, the experience of becoming a new manager, and how the comforts of home can make strange places feel more familiar.

Bite-Sized Delight From the Episode: • The "Shopping" Mall is Now the "Experience" Mall - The 3-million-square foot American Dream mall focuses on experience and entertainment to re-invent traditional retail. • You're a Manager, Now What? - Ryan Hawk's book "Welcome to Management" offers a playbook of practical, actionable advice for making new leaders successful. • Comforts of Home on the Road - By placing an Amazon Echo smart speaker into each guest room, The Charlotte Marriott City Center makes visitors feel at home by inviting Alexa into the conversation.

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

Welcome to Management - by Ryan Hawk Avtex Engage Charlotte Marriott City Center

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

EP090: Principles, Videos, and Tissues! Feb 25, 2020

Show notes

Learn about ten ways to put customer experience to work in your business, using video to explain yourself, and creative ways to take online communications into the real world.

Bite-Sized Delight From the Episode: • Win Tomorrow's Customers Today - Blake Morgan shares ten things that will define the future customer in her new book "The Customer of the Future: 10 Guiding Principles For Winning Tomorrow's Business." • Show Me What You're Saying - Tony Jones (Innovation Director at Signal TV) shares creative ways to use video to explain yourself to customers. • Take the Online into The Real World - A thoughtful response to a sick birthday girl makes for an unexpected offline experience that creates a lifelong customer.

Are You Looking for Things We Referenced?

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

Signal TV Zogics Puffs Tissues

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

EP089: Promises, Packing, and Parking! Feb 18, 2020

Show notes

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 to the mall and forgotten where you parked your car? That will be an experience of the past when all parking lots adopt the same technology used by a Miami shopping mall to help visitors find misplaced vehicles in the parking lot.

Are You Looking for Things We Referenced?

Schmidt's Deodorant Away Travel Avtex Engage 2020

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

EP088: Ignoring, Chatting, and Returning! Feb 11, 2020

Show notes

Learn about ways to make your customers go away, the exploding popularity of live chat, and how one retailer offers "returns made easy"... just not the retailer that advertises it.

Bite-Sized Delights From the Episode: • What Not to Say - Micah Solomon shares words and phrases to avoid in a customer-focused culture in his book, Ignore Your Customers (And They'll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience • Up Your Chat Game - Comm100's "Live Chat Benchmark Report 2020" details trends in chat statistics including the use of co-browsing, proactive chatting, and chatbots. • Unusual Return Policies - Amazon packages can now be returned at Kohl's but the process is still a bit choppy. What happens when the best intentions fail because of poor execution?

Are You Looking for Things We Referenced? Ignore Your Customers (And They'll Go Away): The Simple Playbook For Delivering The Ultimate Customer Service Experience Live Chat Benchmark Report 2020 by Comm100

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

EP087: Sushi, Secrets, and Stillness! Feb 04, 2020

Show notes

Learn about a restaurant that makes meals specifically for you, a magician who wants you in on the trick, and a guide to living in the now, by learning from the past.

Bite-Sized Delight From the Episode: • Incorporate Technology to Deliver Unique Experiences - Singularity Sushi in Tokyo plans to use DNA samples and biometrics to deliver custom created, 3D printed sushi to patrons seeking a one-of-a-kind meal. • Magic Isn't Just for Magicians - Darren Brown's Broadway show "The Secret" leaves clues for creating breathtaking interactions that will leave your customers raving to their friends and family. • In a Busy World, Make Time for Silence - Ryan Holiday's book Stillness is the Key offers a recipe for getting more out of life by putting less into your life.

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

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

EP086: Dollars, Damsels, and Dumbledore! Dec 31, 2019

Show notes

Discover how profit and customer satisfaction can go hand in hand, how a romance novelist dives into her character development, and how LEGO manages to make lifelong customers.

Bite-Sized Delight From the Episode: • Customer Satisfaction or Profit? - Learn whether a satisfied customer or turning a profit is more important to measure your success. • Character Immersion Creates Customer Loyalty - A romance novelist explains how immersing herself in her characters helps her provide a great customer experience. • LEGOs and Harry Potter - Discover how LEGO made a lifelong customer through an empowered employee and a connection with Harry Potter.

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

Are You Looking for Things We Referenced?

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

www.alliepleiter.com

Experience Conversations

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