Experience This!

Latest Episodes:

EP065: Highlights, Highfliers, and High Points! Apr 23, 2019

Show notes

Learn about the best parts of an international customer experience conference, the most remarkable experiences of the last year as shared by the listeners in our LIVE audience, and the true state of customer experience in 2019! Bite-Sized Delight From the Episode: • The most memorable moments from EmpowerCX 2019. • What stands out as the best experiences from the last year. • The best and worst aspects of customer experience in 2019. Are You Looking for Things We Referenced? • EmpowerCX 2019 - presented by Sitel

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

EP064: Robots, Acronyms, and iPhones! Apr 16, 2019

Show notes

Learn about a coffee shop without any people in it, a bank advertisement without understandable words in it, and what we love and can't stand about that one device with so many cool things in it! Bite-Sized Delight From the Episode: • How to stand out from the competition with robotic and technological enhancements. • How to avoid customer confusion by using understandable language. • What we can learn from smartphones when thinking about our own product/service development. Are You Looking for Things We Referenced? • Cafe X • 2018 U.S. Banking Clarity Report - by Visible Thread

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

EP063: Prima Donnas, Penguins, and Pasta! Apr 09, 2019

Show notes

Learn about using experience to attract new audiences, building natural tourist attractions, and an Italian meal to remember - in Australia?! Bite-Sized Delight From the Episode: • How to engage your audience early on to build long-term fans. • How to design every aspect of your engagement to serve the product and the customer. • How to design a business where the front line employees are as valuable to your reputation as your product or service. Are You Looking for Things We Referenced? • Phillips Island Nature Park • The Penguin Parade • Rosetta Ristorante

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

EP062: Responding, Rescheduling, and Recovering! Apr 02, 2019

Show notes

Learn about new tactics to enhance your customer service in social media, how one school district deals with frustrated parents on snow days, and the airline that saved a wedding. Bite-Sized Delight From the Episode: • How to better serve your customers across all social media platforms. • How to explain and empathize when communicating about unfortunate situations that will impact your customers. • How to go the extra mile for a customer - and provide the opportunity for others to watch the process. Are You Looking for Things We Referenced? • How to Improve Your Social Customer Service in Three Easy Steps • Four Ways to Speak to Your Customers Effectively on Social Media • How to Take Your Customer Care on Social Media to the Next Level • EmpowerCX - April 9-10, 2019 - Ft. Lauderdale, Florida

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

EP061: Premium Service, Curriculum and Packaging! Mar 26, 2019

Show notes

Learn about why some customers should get better service than others, the keys to employee learning and development, and how you can use packaging to make a great first impression. Bite-Sized Delight From the Episode: • How levels of service can differ depending on how "frequently" you are a customer. • How to maximize life long learning across your employee base. • How memorable packaging can make a lasting and powerful first impression. Are You Looking for Things We Referenced? • Sitel Group - Ten Learning and Development Trends for 2019 • Fatsnax

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

EP060: Glasses, Voices, and Choices! Mar 19, 2019

Show notes

Learn how one company used a modern vision to disrupt a centuries old industry, how technology makes it easier to listen to the voice of your customers, and how a credit card company optimizes for cardholder choice and convenience. Bite-Sized Delight From the Episode: • How taking care of the kids can make a retail experience delightful for the parents. • How listening to the silence can help you understand what your customers are thinking. • How anticipating what your customers need (that you already have) can really make their day. Are You Looking for Things We Referenced? • Warby Parker • EmpowerCX Event - April 9-10, 2019 • American Express

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

EP059: Liberals, Conservatives, and Can't We All Just Get Along! Mar 12, 2019

Show notes

Learn about how extreme political views can affect your customers' decision making, why the U.S. federal government shutdown had wide ranging "experience" impact, and how brands can help unite a divided nation. Bite-Sized Delight From the Episode: • How the extreme political beliefs of your customers can impact your customer experience. • How to turn challenges your customers face into moments of customer experience delight. • How your organization can help unite a divided country. Are You Looking for Things We Referenced? • People With Extreme Political Views Have Trouble Thinking About Their Own Thinking - by Popular Science • What Customers Wants From Brands in a Divided Society - by Sprout Social

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

EP058: Individuals, Ichiban, and Interest! Mar 05, 2019

Show notes

EmpowerCXLearn about cutting edge customer journey mapping, counting the many customer experiences of Tokyo, Japan, and what to do when someone wants to learn more about your company but isn't quite ready for the sale. Bite-Sized Delight From the Episode: • How mapping individual customer journeys on a case-by-case basis creates remarkable touchpoints. • How the attention to detail in Tokyo, Japan makes for breathtaking interactions. • How to properly handle inquiries that aren't ready to become customers - but are still valuable. Are You Looking for Things We Referenced? • Disrupt the Competition E-book • EmpowerCX - April 9-10, 2019 - Ft. Lauderdale, Florida • Andy Morgan - Ripped Body

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

EP057: Vegetables, Rebellions, and Sneakers! Feb 26, 2019

Show notes

Bite-Sized Delight From the Episode: • How "re-branding" bad produce creates loyal customers. • How author Mark Schaefer sees customers as leading the next marketing rebellion. • How Stephen Curry took the time to address a loyal fan - and change the conversation around gender-based products. Are You Looking for Things We Referenced? • Imperfect Produce • Marketing Rebellion: The Most Human Company Wins - by Mark Shaefer • The Curry 6

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

EP056: Surveys, Situations, and Saviors! Feb 19, 2019

Show notes

Learn what customers have to say about customer experience, how packaging can be designed for specific situations, and how one pizza brand saved New Year's Eve. Bite-Sized Delight From the Episode: • Why customers want to share their positive brand experiences online. • How the best companies anticipate their customers' wants and needs when designing the packaging for their products. • How DiGiorno's pizza "saved the night" when Papa John's and Domino's failed to deliver. Are You Looking for Things We Referenced? • 2018 CX Index • Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media - by Dan Gingiss

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

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