Experience This!

Latest Episodes:

EP025: Confusing, Training, and Tripping! Mar 13, 2018

Show notes

Why technology is never as easy as it should be, how a commuter train line uses a simple piece of paper to change your workday, and one man's journey across all 50 states.

Bite-Sized Delights From the Episode:

What you can learn from one commuter train line about anticipating your customer's needs.
Why listening to customers is more vital than ever as technology gets more and more complicated.
Chris Strub's journey volunteering in 50 states over 100 days.
What you can learn about customer experience from Star Wars.

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

EP024: Science, Slime, and School! Mar 06, 2018

Show notes

This week we look at things from a kids-eye view: how one company is making learning about science into an experience for kids, what some real kids think about science when it's fun, and what kids love and can't stand about going to school.

Bite-Sized Delights From the Episode:

What classroom learning can teach us about creating a remarkable customer experience.
How one teacher has created a company that changes the way kids experience science.
How our experiences at school carry over into the workplace.
Why speed matters when resolving a customer service issue.

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

EP023: Sharks, Salespeople, and Secrets! Feb 27, 2018

Show notes

How getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you'll never forget, and the difference between a good salesperson and a great salesperson.

Bite-Sized Delights From the Episode:

Why The First 100 Days® are key to creating lifelong customers
How one company blended information, fun, and experience to create an unforgettable day on the ocean.
Why being a great salesperson means being a good person.
Why customer retention is one of the best investments you can make.

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

EP022: Working, Learning, and Recovering! Feb 20, 2018

Show notes

Why customer service and marketing must collaborate, the dos (and don'ts) of conferences, and why a phone call is more important than you think.

Bite-Sized Delights From the Episode:

How REI's customer service and marketing collaborate to provide a coordinated customer experience.
The keys to throwing a great conference, and what you need to look out for.
How typos and dated paperwork made a bad experience even worse.
Why most customers still prefer to reach you by phone.

Are You Looking for Things We Referenced?

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

EP020: Stars, Freezing, and Bystanders! Feb 13, 2018

Show notes

How one hotel group won more Michelin stars than any other, why thinking ahead is the best way to surprise your customers, and why the people with your customer are just as important as your customer.

Bite-Sized Delight From the Episode:

How a surprise made Joey's stay at a hotel remarkable.
What Mandarin Oriental did to win more Michelin stars than any other hotel group in the world.
Businesses that win big by taking care of the "bystanders" who come along with their customers.

Are You Looking for Things We Referenced?

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

EP021: Doing More, Engaging More, and Charging More! Feb 06, 2018

Show notes

Why MORE means more for your customers, a simple and free idea to build customer relationships, and what you can learn from a Manhattan electronics store's "creative" prices.

Bite-Sized Delight From the Episode:

How something unrelated to your business can be a great way to build strong customer relationships.
Why making your life harder is the best way to make the customer experience better.
Joey's fateful trip to a Manhattan electronics store with a "creative" pricing system.
Why customer experience is key to word-of-mouth marketing.

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

EP019: Branding, Amazing, and Lagging! Jan 30, 2018

Show notes

Why customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate.

Bite-Sized Delight From the Episode:

Customer experience creates your brand, not the other way around.
Being consistently amazing is about building amazing habits.
Why customer experience is the biggest opportunity of 2017.

Are You Looking for Things We Referenced?

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

EP 018: Mickey Mouse, S'mores, and A-ha! Jan 23, 2018

Show notes

A look at how Disney is using CX analytics, what an incredible dinner can teach you about making a memorable customer experience, and what an 80s classic has to do with building your brand.

Bite-Sized Delight From the Episode:

How Disney uses cutting edge tech to remove friction and deliver a memorable customer experience.
The ingredients that make Flagstaff House an experience you'll never forget.
What you can learn from the Ah-ha's acoustic version of their seminal 80s classic, "Take On Me."

Are You Looking for Things We Referenced?

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

EP 017: Trendy, Chewy, and Every! Jan 16, 2018

Show notes

Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key.

Bite-Sized Delight from the Episode:

Why a remarkable customer experience is the best way to create word-of-mouth marketing.
Where experts think CX is headed in 2018: AI, conversational commerce, more seamless and omnichannel customer journeys, and social media.
Smart companies turn problems into opportunities, even if it's a problem they didn't create.

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

EP016: Glowing, Sporting, and Surprising! Jan 09, 2018

Show notes

Why exceptional customer service doesn't happen by accident, how to surprise and delight your customers, and the lessons we can learn from going to the big game.

Bite-Sized Delight from the Episode:

Surprise and delight isn't a strategy, it comes from going above and beyond when you don't have to.
Great customer service means constant work and a commitment to your employees.
At the end of the day, employees are always central to the customer experience.

Are You Looking for Things We Referenced?

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

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