Experience This!

Latest Episodes:

EP 015: Salespeople, Cease and Desists, and Principles! Jan 02, 2018

Show notes

Why you shouldn't be afraid to publicly admit your mistakes, how Netflix brought fun to its required communications, and how you can harness the power of positive feedback.

Bite-Sized Delight From the Episode:

Great customer service starts with leadership.
Having fun with required communications can buy you a lot of good will.
Experiential marketing helps customers understand your value by trying it for themselves.

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

EP014: Gas, Culture, and Hooch! Dec 19, 2017

Show notes

Bite-Sized Delight From the Episode:

When you create a new customer experience, somebody needs to try it out and see if it's easy for your customers.
Great customer service goes hand-in-hand with corporate culture.
Experiential marketing helps customers understand your value by trying it for themselves.

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

EP013: Invisibility, Availability, and Readability! Dec 12, 2017

Show notes

We look at everything that goes into providing an exceptional customer experience, from making a positive impact when your customers contact support to the crucial element of face time with customers for each member of your organization.

Bite-Sized Delight From the Episode:

All employees can benefit from dealing with customers.
Be clear about what you can and can't do and manage expectations.
Your customer experience is being compared to everyone, not just companies in your industry.

Are You Looking for Things We Referenced?

Episode 9 - How Restaurants, Health Insurers, and Nike Make Remarkable Experiences
Network Health Wisconsin on Twitter
The Outsized Impact of Invisible Service Providers
Understanding Health Insurance
The 5 9 Customer Service Index

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

EP012: Marshmallows, Cocktails, and Doorknobs! Dec 05, 2017

Show notes

Bite-Sized Delight From the Episode:

Encouraging employees to walk a mile in customers' shoes can only make your customer experience better.
Shockingly few business owners prioritize building customer relationships.
Often, it's the tiny details that elevate a customer experience from lackluster to luxurious.

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

EP011: Legalese, Movies, and Saying Please! Nov 28, 2017

Show notes

Bite-Sized Delight From the Episode:

Delta is delighting passengers with its new (totally free) in-flight entertainment streaming platform.
Household AI technologies may be shaping children's development.
Yes, consumers do attach a monetary value to first-rate customer experience.

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

EP010: Oil Changes, New Brakes, and Googling! Nov 21, 2017

Show notes

We could all be doing more to answer customer questions, pre-empt their needs, and deliver a pitch-perfect customer experience.

Bite-Sized Delight From the Episode:

Most online shoppers can't make a purchase without needing to contact customer support.
More and more users are turning to Google with "how-to" search queries.
Build trust by telling your customers the whole story—not just the part that benefits you financially.

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

EP009: Notepads, Foreign Languages, and Cool Kicks! Nov 14, 2017

Show notes

Make sure your remarkable customer experience is memorable for the right reasons, whether you're running a diner or an insurance company.

Bite-Sized Delight From the Episode:

Customer demand for personalized products and experiences is increasing, and customer experience designers must be ready.
Make sure your customer experience is remarkable for the right reasons—not, for instance, because orders get fumbled.
Heavily siloed departments make for poor, inconsistent customer interactions.

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

EP008: Fiddlesticks, Fiber Optics, and Fumbles! Nov 07, 2017

Show notes

Customer loyalty is most vulnerable when they are being transitioned from sales to management/maintenance. Keep your customers happy here and you'll earn their business for years to come. So don't pull a CX bait-and-switch by fumbling the handoff!

Bite-Sized Delight from the Episode:

How alternative swear words can cut the tension and keep your brand human during tough situations.
Why going above and beyond will always pay off when it comes to customer loyalty.
The transition from sales to customer retention sets the tone for your relationship... handle them with care!

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

EP007: Queens, Cymbals, and Complainers! Oct 31, 2017

Show notes

Five-year business plans? More like 500-year business plans! Good customer service combined with a deep knowledge of your buyer's tools, behaviors, and complaints can help your business rise above the competition and win the race for year after year (after year after year after year...).

Bite-Sized Delight from the Episode:

Encourage playful interactions with your customers to create an experience that makes them feel comfortable about your product/service.
How moving past the hottest trends of today leads to a marketing plan that outlasts the rest.
Why customer complaints can be a godsend to turning your company's detractors into an army of advocates.

Are You Looking for Things We Referenced?

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

EP006: Robots, Music, and Pizza! Oct 24, 2017

Show notes

Happy customers are what make your world go round. Creating advocates through thoughtful AI, engagingly catchy music, and rewards programs will cultivate the repeat business that will keep your company alive for years to come.

Bite-Sized Delight from the Episode:

Why successful automation means the right balance between AI and human engagement.
Just because it's required doesn't mean it needs to be boring, un-engaging, or pathetic.
The worst thing you can do is have a rewards program for loyal customers that is not actually rewarding.
CX is trending towards less human interaction and more bot engagement but the transition has to be done right.

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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