Experience This!

Latest Episodes:

EP085: Driving, Enhancing, and Calculating! Dec 24, 2019

Show notes

Learn why it's important to maintain a standard of excellence, why you may need to fix things about your business that aren't broken, and why a simple math error can cause your customers to lose their trust in you.

Bite-Sized Delight From the Episode: • Be Careful About Raising the Bar - Explore how maintaining a standard of excellence will set you apart from the competition. • If It Ain't Broke, It May Need Fixing - Learn why it's important to improve and enhance all aspects of the business, even if they aren't broken. • Sometimes Math Matters - See how simple math errors can cause your customers to lose trust in you. Start the Conversation: Are our security policies or processes negatively impacting our customers?

Are You Looking for Things We Referenced?

Don't Fix it if it isn't Broke: 10 Reasons this Phrase is Holding Your CX Back by Becky Roemen from her blog, Tin Cans and String

3 Examples Of Savvy Customers Winning By Simply Doing The Math by Dan Gingiss in Forbes

Experience Conversations

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

EP084: Cleansing, Nursing, and Wasting! Dec 17, 2019

Show notes

Learn about a new hot spot in Las Vegas serving an unusual target market, creative ways to build a relationship with your desired audience, and the impact of sending thoughtless messages to long term customers.

Bite-Sized Delight From the Episode: • A Wellness Resort in Sin City - Discover a new resort targeting a growing customer base of travels to Las Vegas. • Smart Partnerships Build Loyalty - Explore how aligning with a company serving your target market helps build your brand reputation. • Know What the Other Side is Doing - Learn how a large bank, operating in silos, creates a negative customer experience month after month. Start the Conversation: Do we offer customers the tools and access they need to confidently resolve issues?

Are You Looking for Things We Referenced?

Forget Blackjack by Rachel Cormack in Robb Report magazine

Mamava

Zappos

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

EP083: Groceries, Transitions, and Waiting! Dec 10, 2019

Show notes

Learn why it's important to ask your customers what they think about your changes, how to make transitions less turbulent for customers, and how to make the wait a memorable customer experience!

Bite-Sized Delight From the Episode: • Listen Before Changing Things - Check in with your customers before assuming they will love your new and improved changes. • Consider Customers During Any Transition - Keep the customer experience in mind when big transitions occur in your company. • Make the Wait Worth It - You can't always avoid the line, but you can always make the wait an experience of its own. Start the Conversation: Does our IVR system meet the needs and expectations of our customers?

Are You Looking for Things We Referenced?

Is the best customer experience always the right customer experience? by Jennifer Arnold for SAP

The Future of Customer Engagement and Experience

8x8 Inc.

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

EP082: Pizzability, Usability, and Adaptability! Dec 03, 2019

Show notes

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

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

Are You Looking for Things We Referenced?

Pizzability

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

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

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

EP081: Bandwidth, Barriers, and... Banksgiving? Nov 26, 2019

Show notes

Learn about the ever-changing role of the chief experience officer, a charity that has revolutionized the donor experience, and a bank that decided to grant every wish.

Bite-Sized Delight From the Episode: • A Role that Continues to Evolve - The role of a chief experience officer is ever-evolving and critical to the success of a company. • Make the Donor Experience Memorable - Discover how a clean water charity is revolutionizing the donor experience. • A Bank that Gives Money Away - Find out about a bank who decided to give clients exactly what they asked for! Start the Conversation: How much are poor customer experiences impacting our bottom line?

Are You Looking for Things We Referenced?

Charity: Water Ally Banksgiving: When a Simple Call to Your Bank Turns Into a Big Surprise

Experience Conversations

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

EP080: Gift Giving, Code Breaking, and Artifact Creating! Nov 19, 2019

Show notes

Explore how past experiences can trigger current emotions, how creative play can produce qualified employment candidates, and how strategic appreciation can keep your customers coming back for more.

Bite-Sized Delight From the Episode: • Draw Out Stories from Your Clients - Learn how nostalgic memories and personal stories can provide you with the information you need to create memorable experiences. • Use Strategic Play to Recruit - Discover how your employees' hobbies can help you find prospective new hires. • Master the Art of Giving Gifts - Learn about strategic appreciation from the master of gift giving. Start the Conversation: What are the specific ways we are using our customer resource management (CRM) tool to enhance the experience with our customers?

Are You Looking for Things We Referenced?

From Within the Podcast - hosted by Ben Oosterveld

"Solving Escape Manor's new room could land you a job as a Canadian codebreaker." - by Craig Lord in the Ottawa Business Journal

Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Client Retention - by John Ruhlin

Experience Conversations

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

EP079: Sharing, Shaving, and Singing! Nov 12, 2019

Show notes

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

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

Are You Looking for Things We Referenced?

Share Your Experience Stories With Us

Harold Payne Music

The Experience This! Show Improvised song by Harold Payne

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

EP078: Intervening, Introspection, and Interacting! Nov 05, 2019

Show notes

Learn how artificial intelligence can enhance customer support, how entrepreneurs can find inspiration in self reliance, and how one customer's behavior can impact another customer's experience.

Bite-Sized Delight From the Episode: • Artificial Intelligence Helps Connect - Using artificial intelligence to shape language and guide customer service representatives as they speak with clients. • Historical Inspiration for Modern Marketers - Daily meditations and musings offer motivation and reflection for self reliant entrepreneurs. • One Customer's Behavior Can Impact Everyone - Overall customer experience can be tainted by the irresponsible actions of a single customer. Start the Conversation: What customer data are we tracking, and we effectively using it to drive better experiences?

Are You Looking for Things We Referenced?

This AI Software Is 'Coaching' Customer Service Workers. Soon It Could Be Bossing You Around, Too - by Alejandro De La Garza

The Self Reliant Entrepreneur: 366 Daily Meditations to Feed Your Soul and Grow Your Business - by John Jantsch

Experience Conversations

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

EP077: Cooks, Photographers, and Ditchers! Oct 29, 2019

Show notes

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

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

Are You Looking for Things We Referenced?

Rex Sorgatz Twitter Thread - customized Chase Bank landing pages discovery

Chase Bank - customized landing pages by zip code

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

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

EP076: Automating, Researching, and Anticipating! Oct 22, 2019

Show notes

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

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

Are You Looking for Things We Referenced?

Yoko Co.

Wistia

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

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