Experience This!

Latest Episodes:

EP005: Trusting, Eating, and Tweeting! Oct 17, 2017

Show notes

Getting your customers in the door means winning first impression, no matter the quality of the product, while getting them to come back means showing them you trust them not to steal anything.

Bite-Sized Delight from the Episode:

Why every interaction you have with a customer is an opportunity to both build trust and show trust with them.
How even the tiniest changes to the experience can drastically affect how a customer sees it.
Why Twitter is like a couple of people sitting around the fire having a lot of conversations while the rest of the world tunes out.

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

EP004: Flamethrowers, Fashion, and Fiberglass! Oct 10, 2017

Show notes

Two things can transform the experience of any customer: trust and superfans. Trust your customers, tell inside jokes to superfans, and you will be rewarded with repeat business.

Join us as we discuss:

How watching a melting block of ice can be the perfect content for a superfan.
Why Lands' End lets you return that ratty old sweater after a decade.
Looking for customer experience? Ask your employees!

Bite-Sized Delight from the Episode:

How engaging with superfans means niched content that creates viral advocates.
Why building a long-term customer base means trusting them to do the right thing.
How bringing marketing, sales, and customer service under the same wing where everybody is communicating leads to better serving our customers.

Are You Looking for Things We Referenced?

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

EP003: Hobbits, Tray Tables, and Emojis! Oct 03, 2017

Show notes

Mandatory presentations are infamously dull. But in the right hands, it can be a customer experience opportunity. If you can make the required become remarkable, you will be positively seared in their memory forever!

Join us as we discuss:

Have fun with the legalese and become remarkable.
Say my name! (And I'll remember you forever)
Emojis and subject lines... match made in heaven? (Sometimes!)

Bite-Sized Delight from the Episode:

When you make the required become remarkable, you actually achieve what it was that you were trying to do in the first place while being more memorable.
To make the biggest impact on customer experience, start with the small stuff. And don't forget their name!
Cutting through spam can be as easy as a well-placed emoji.

Are You Looking for Things We Referenced?

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

EP002: Wrinkles, Stalkers, and Axes! Sep 26, 2017

Show notes

In life and customer experience, it's all about the little things. From faucets to playing host at a party, you can create a truly exceptional experience with careful attention to small but simple details that won't go unnoticed by grateful customers.

Join us as we discuss:

Why irons and faucets need to talk to each other to avoid a customer experience catastrophe (silos never prosper)
How stalking your customers and listening to employees can lead to an elevated surprise-and-delight experience (knowing your customers and pleasing your employees is beneficial for everybody)
The perfect client dinner (without making a sale!)

Bite-Sized Delight from the Episode:

The smallest changes can have a big impact on customer experience so it's key to communicate across the organization and ensure everybody has a clear map of the customer's journey.
Two customer experience advisory boards (one for customers, one for employees) can completely turn your business around... in a good way!
When you introduce interesting and influential people to each other and sparks fly and chemistry happens, they will always remember who made the introduction.
Engaging with all customers, happy and angry, on social is a huge opportunity to grow your brand. So start Tweeting!

Are You Looking for Things We Referenced?

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

EP001: Cheaters, Ice Cream, and Temper Tantrums! Sep 19, 2017

Show notes

Your customers are changing faster than ever before. In the past, you were compared to your competitors. Now your customers compare you to everyone they do business with - including innovation powerhouses like Uber, Amazon, Netflix, Airbnb and Tesla.

Join us as we discuss:

the dirty little secret your customers don't want you to know (that they are judging you based on their experience with other brands)
ice-cream surprise (who knew Alexa could take orders from a pint-sized dictator?)
customer frustration detection (a way to maximize your customer experience and simplify)

Bite-Sized Delight from the Episode:

Expand your competitive set beyond your direct competitors.
Why gaining valuable insight into customer's habits and behaviors means playing with the fun tools and devices they use at home.
Check in on any systems you've previously automated to make sure they are still functioning as well as they could and should.

Are You Looking for Things We Referenced?

Are Your Customers Cheating On You? http://bit.ly/2y4c0qt - by Shep Hyken
Three Ways Companies Can Simplify Customer Service and Make People Happier http://tek.io/2y5Ps90 - by Mary Shacklett
Digital Transformation: The Three Areas of Customer Experience to Invest in Right Now http://www.oracle.com/connectedCX - from our friends at Oracle CX Cloud - thanks for sponsoring the show!
Gino's Chicago Style Pizza: https://Gino's.com/

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

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