Experience This!

Latest Episodes:

EP075: Manipulations, Massages, and Madelines! Oct 15, 2019

Show notes

Learn how sometimes what you see isn't necessarily wise to believe, how to create a remarkable experience in a commoditized industry, and why the sense of smell plays a huge role in brand perception.

Bite-Sized Delight From the Episode: • Experience a deepfake - a frightening trend in video creation that requires viewers to be skeptical of what they see. • Explore how a fantastic salon sets achievable and understandable goals for their staff so the client's experience is the best experience of their day. • Discover how smells can trigger emotions and create lasting memories for your customers. Start the Conversation: Are we effectively using social media to support and engage customers?

Are You Looking for Things We Referenced?

Experience Conversations

You Won't Believe What Obama Says in this Video created by Jordan Peele and Buzzfeed

John Robert's Spa

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

EP074: Binging, Auto-Adding, and Considering! Oct 08, 2019

Show notes

Learn about the benefits of rewriting your message to acknowledge your customers' behavior, the pros and cons of sharing your email address, and the perils of always being connected.

Bite-Sized Delight From the Episode: • Pay Attention to Your Customers' Shifting Behaviors - Netflix's show Nailed It! acknowledges the shift towards binge-watching episodes, and concludes each episode with an introduction to the following episode. This encourages viewers to keep watching. How can you adjust your message to speak to your customers' behavior? • Do Unto Others' Email as You Would Want Done Unto Yours - Keep your relationship with email healthy by modeling how you would like your email address to be treated. Don't auto-add, auto-subscribe, or send without confirming that your customers want to receive your emails. • Are You Controlling Your Technology or Is It Controlling You - Nir Eyal's book Indistractible: How to Control Your Attention and Choose Your Life, offers a four step process to help create boundaries, take back control over distractions, and return balance to your life. Start the Conversation: Are my employees given the tools and support they need to do their jobs and execute our CX strategy?

Are You Looking for Things We Referenced? Nailed It! Experience Conversations Indistractible: How to Control Your Attention and Choose Your Life - by Nir Eyal

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

EP073: Engaging, Squinting, and Interacting! Oct 01, 2019

Show notes

Learn about the future of customer engagement, why it pays to read the fine print, and how human-to-human interactions are the key to customer experience success.

Bite-Sized Delight From the Episode: • Learn What Your Customers Really Want - SAP Customer Experience has a new website - The Future of Customer Engagement and Commerce - that offers dozens of articles on important CX topics • Encouraging Your Customers to Read the Fine Print - a woman won $10,000 for reading the fine print in her insurance policy. While you may not want to offer a $10,000 prize, learn how you can engage your customers in the "fine print" aspects of your business • How to Build Stronger Customer Relationships in The Relationship Economy - John DiJulius offers a complete playbook for increasing human-to-human interactions with your customers Start the Conversation: What actions are we taking to address our negative online reviews?

Are You Looking for Things We Referenced? The Future of Customer Engagement and Commerce

"Georgia Woman Wins $10,000 for Reading the Fine Print on Her Insurance Policy" - by Joelle Goldstein, featured in People Magazine

The Relationship Economy - by John DiJulius

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

EP072: Eliminating, Expiring, and Understanding! Sep 24, 2019

Show notes

Learn about one of the biggest annoyances in air travel, treating your most loyal customers poorly, and the importance of learning all you can about your customers.

Bite-Sized Delight From the Episode: • Consider How You're Treating Your "Middle Seat" - on airlines, the middle seat is the worst customer experience. How are you using creativity and technology to enhance the "middle seat" experience in your business? • Expiring Customer Loyalty Rewards Doesn't Feel Very Loyal to the Customer - are your loyalty programs governed by archaic, non-customer-centric rules? If so, does that feel like loyalty to your customers? • Does Your Organization Apply "Customer Understanding" - learn how to use listening, characterizing, and empathizing to build customer experience Start the Conversation: Have we fully explored the role bots play in our customer interactions?

Are You Looking for Things We Referenced? "Airlines are Finally Fixing the Middle Seat" - by Mark Wilson, featured at FastCompany.com

"When Loyalty Rewards Expire, So Does a Customer's Loyalty" - by Dan Gingiss, featured atForbes.com

Customer Understanding - by Annette Franz

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

EP071: Bananas, Baseball, and Yellow Tuxedos! Sep 17, 2019

Show notes

Learn about an entertainment spectacle with some baseball in the middle, building a culture of experience, and how to be successful by standing out.

Bite-Sized Delight From the Episode: • Find Ways to Make the Required Elements of Your Business Remarkable - at every turn, look for ways to inject excitement into the mundane and create lasting memories for your customers. • Make Your Core Values Front and Center - find ways to put your core values in front of your employees so they have a clear understanding of how to live the values, not just recite them. • Don't Make Excuses - creating remarkable customer experiences can be challenging, but it's worth it. Commit to pushing the boundaries and exceeding your customers' expectations. • Figure It Out as You Go Along - sometimes the best way to enhance your customers' experience is to try things that might fail. And then keep working to refine these interactions until they work. Start the Conversation: Are we proactively making the experiences we deliver to our customers better?

Are You Looking for Things We Referenced? "How The Savannah Bananas Turned Conventional Wisdom On Its Head" - by Jim Halley, featured in Baseball America

The Savannah Bananas Baseball Team

Find Your Yellow Tux - by Jesse Cole

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

EP070: LEGO, Leverage, and Lobbies! May 28, 2019

Show notes

Learn the key takeaways from a designer of colored bricks, how behind the scenes activity can support your customer-facing activity, and how the art inside the front door can set the tone for a stay.

Bite-Sized Delight From the Episode: • Every step of the journey (even before and after they interact with you) is relevant to the customer's experience. • How delegation can help you deliver remarkable experiences in each interaction. • How art and aesthetics can establish first impressions for your customers. Are You Looking for Things We Referenced? • Five Things I Learnt as a Designer at LEGO by Johnny Makes

• BELAY Solutions

• Caesars Palace Las Vegas

• 1 Hotel South Beach

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

EP069: Emojis, Surveys, and Sodas! May 21, 2019

Show notes

Learn how to identify customer sentiment using more than just words, why asking for feedback shouldn't annoy customers, and how a new store operates without cashiers.

Bite-Sized Delight From the Episode: • How to analyze emojis to determine customer sentiment. • What types of questions you DON'T want to ask your customers. • How Amazon's Go Store in changing the convenience store experience. Are You Looking for Things We Referenced? • Amazon Go Store

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

EP068: Choosing, Perusing, and Browsing! May 14, 2019

Show notes

Learn about the role of gender in artificial intelligence, explaining a printed piece of paper using a video, and taking an online store into a real world setting - at the mall.

Bite-Sized Delight From the Episode: • How to remover gender roles from A.I. Voice Assistants. • How video can make paper bills easier to understand. • How Amazon's 4-Star Store brings e-commerce to life in a shopping mall. Are You Looking for Things We Referenced? • The World's First Genderless A.I. Voice is Here. Listen Now. by Mark Wilson • "Q" - The World's First Genderless Voice • Amazon's 4-Star Store

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

EP067: Smiles, Sodas, and Sips! May 07, 2019

Show notes

Learn about how humor can play a role in the customer experience, an unlikely alliance of fierce competitors, and a marketplace that helps bars set prices based on supply and demand.

Bite-Sized Delight From the Episode: • How humor can connect a brand to an audience and in the process, build loyalty. • How rival companies can work together for a greater good. • How product pricing can create a dynamic, entertaining customer experience. Are You Looking for Things We Referenced? • The Obedient Agency • More Choices. Smaller Portions. Less Sugar. (soft drink industry alliance video) • The Drink Exchange

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

EP066: Gargoyles, Rings, and Birthdays! Apr 30, 2019

Show notes

Learn about embracing conspiracies to liven up your experience, making everything you touch part of the experience, and paying attention to your customers' celebrations so you can join them in the festivities. Bite-Sized Delight From the Episode: • How conspiracy theories about your brand can enhance your customers' experience • How a biometric wearable uses every touchpoint to shape the experience • How to make the most of your customers' birthdays Are You Looking for Things We Referenced? • Denver Airport's Talking Gargoyle • Oura Ring's comprehensive user experience • The Gaylord Texan Resort

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

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