Experience This!

Latest Episodes:

EP055: Instructions, Introductions, and Resolutions! Dec 31, 2018

Show notes

Learn how a cable company made it easier to find the shows you want, a personalized way to introduce yourself to new customers, and a collection of New Year's resolutions from the world of customer experience. Bite-Sized Delight From the Episode: • How using voice technology can help all of your customers use your products and services better. • How personalized video messages help get new customer relationships off to a great start. • How to develop New Year's resolutions to enhance your customer experience in 2019 and beyond. Are You Looking for Things We Referenced? • Comcast X1 Voice Remote

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

EP054: Tribal, Technical, and Bibliographical! Dec 24, 2018

Show notes

Learn about implementing ancient wisdom into your employee and customer training efforts, taking a painful process and making it enjoyable every step of the way, and using iconic talk triggers to conveniently enhance your customer experience. Bite-Sized Delight From the Episode: • How tribal teachings around observation, story-telling, and gamification provide insight about effective training. • How removing obstacles can enhance your customers' enjoyment and ease of use. • How three fantastic new books can augment your customer experience knowledge. Are You Looking for Things We Referenced? • Learning Like Tribes: Three Methods that Apply Today - by Janice Eusebio at Sitel Group

• Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth - by Jay Baer and Daniel Lemin

• Iconic: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction - by Scott McKain

• The Convenience Revolution: How to Deliver a Customer Service Experience that Disrupts the Competition and Creates Fierce Loyalty - by Shep Hyken

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

EP053: Reindeer, Jingle Bells, and Santa Claus! Dec 18, 2018

Show notes

Enjoy the "Christmas carol" versions of a call center agent best practices, the downside of a new website, the value of customers, the importance of keeping customers, the impending arrival of AI bots, twelve things to fix in the new year, and a holiday wish for listeners of the show. Bite-Sized Delight From the Episode: • Randy the Call Center Agent (Rudolph the Red Nosed Reindeer) • Navigating Your New Homepage (Winter Wonderland) • Customers! (Jingle Bells) • Keep the Customers (Deck the Halls) • AI Bots are Comin' to Town (Santa Claus is Comin' to Town) • The Twelve Fixes for the New Year (Twelve Days of Christmas) • We Thank You for Always Listening (We Wish You a Merry Christmas) Are You Looking for Things We Referenced? • "Twelve Days of Christmas" – Straight No Chaser

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

EP052: Caffeinated, Educated, and Articulated! Dec 11, 2018

Show notes

Learn about a coffee shop that helps patrons get their mojo on, how to leverage the knowledge of all of your customers in one place, and why words matter - if you want to sound smart. Bite-Sized Delight From the Episode: • How Mojo Coffee in Chicago stands out in the marketplace by focusing on (1) the in-store customer experience and, (2) the employee experience. • How online communities and help your customers succeed in using your product while also driving them back to your website in an effort to further cement your reputation as being focused on customer solutions. • How to avoid making common mistakes when using business words and phrases in the English language. Are You Looking for Things We Referenced? • "How An Online Community Can Improve Your Customer Care" – Jean-Baptiste Ranvier

• "9 Words and Phrases You're Probably Using Wrong" - Ross and Kathryn Petras

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

EP051: Fliers, Criers, and Clippers! Dec 04, 2018

Show notes

Learn about avoiding turbulence at 35,000 feet with Delta Airlines, how to properly welcome someone at the border courtesy of UK Customs, and getting a haircut - at the airport?! Bite-Sized Delight From the Episode: • How Delta Airlines was able to use technology and thinking collaboratively with their pilots to make their flights the smoothest in the sky. • How giving new customers (or new visitors to your country) a "warm embrace" helps set the tone for a remarkable experience. • How to provide services and conveniences when least expected in order to get your customers talking. Are You Looking for Things We Referenced? • "This Is the Reason You Aren't Feeling as Much Turbulence on Delta Flights" – Darren Murph, The Points Guy

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

EP050: Bankruptcy, Advocacy, and Currency! Nov 27, 2018

Show notes

Learn about the reasons why so many big brands are disappearing, the best customer service email ever, and freedom of choice at the ATM. Bite-Sized Delight From the Episode: • Why almost every industry is suffering from commoditization, low barriers to entry, and low switching costs for consumers - which is forcing companies to adopt a customer-centric mindset instead of a product-centric mindset in order to stay afloat. • How a pet brand continues to build life-long customers, time and time again. • How a bank changed its behavior to focus more on customers' wants and needs. Are You Looking for Things We Referenced? • "The Violence of the Experience Economy" – by Mary Drumond, LinkedIn

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

EP049: The Banksy, The Employee, and The Birthday! Nov 20, 2018

Show notes

Bite-Sized Delight From the Episode: • What happens when the "experience" becomes the "product" we are selling to customers and the "product" is the "experience" they are buying. • How brands that focus on creating a remarkable employee experience, end up getting a remarkable customer experience in the process. • How to maximize analog experiences in a digital world. Are You Looking for Things We Referenced? • "Banksy's shredded Sotheby's art was a rebuke of empty consumerism from a master" – by Aja Romano, Vox

• It's All About CEX: the Essential Guide to Customer and Employee Experience - by Jason Bradshaw

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

EP048: Navigating, Motivating, and Integrating! Nov 13, 2018

Show notes

Learn how the words in your website navigation actually make a difference, how saying the right thing can turn a failure into another try, and why aligning your internal culture with your brand may be the secret to some of the world's most successful companies! Bite-Sized Delight From the Episode: • How the labels used for your website navigation make a difference when it comes to customer retention and engagement. • How your response to failure helps you connect with customers and keep them loyal even longer. • How to effectively align your brand image and your internal culture. Are You Looking for Things We Referenced? • "New Research Shows Website Navigation May Be Losing You Customers" by Dan Gingiss

• "Fusion: How Integrating Brand and Culture Powers the World's Greatest Companies" by Denise Lee Yohn

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

EP047: Intention, Reinvention, and Attention! Nov 06, 2018

Show notes

Learn about new expectations for high-rise living, advances in fast food restaurant order placement, and techniques to stay top of mind in a world filled with distractions! Bite-Sized Delight From the Episode: • How in an era where people like to share their experiences (especially on social media) you can make sure to give your customers a great experience that is "something to talk about!" • How to incorporate powerful human-to-human opportunities for connection - despite the fact that they might not be the most profitable. • How to pay attention and show you pay attention in a more meaningful fashion Are You Looking for Things We Referenced? • "Thinking BIG: Danish architects have a radical vision to build a distinct condo community in Toronto" by Alex Bozikovic

• "Attention Pays - How to Drive Profitability, Productivity, and Accountability" by Neen James

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

EP046: Buttons, Braces, and Botanicals! Oct 30, 2018

Show notes

Learn about crosswalk and elevator buttons that don't work, medical appointments that don't start on time, and a taste test that defies expectations! Bite-Sized Delight From the Episode: • How the "illusion of control" can make a customer feel a sense of ownership, when in reality, they have no control over the situation at all. • How combining the acknowledgment of a mistake with a small gift can turn a customer's experience from a frown to a smile. • How transforming a taste-testing event into an unforgettable experience by inviting your potential customers to participate and personalize their beverage. Are You Looking for Things We Referenced? • "Illusion of Control: Why the World is Full of Buttons That Don't Work" by Jacopo Prisco

• "How to Create a Remarkable Experience Without Pulling Teeth" by Dan Gingiss

• Sipsmith Gin

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

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