Experience This!

Latest Episodes:

EP175: In the Flow, On the Go, and In the Know! Nov 01, 2022

Show notes

Learn about a less than logical checkout experience, the evolving role of mobile apps in banking, and an UN-VEGAS hotel in Las Vegas.

Bite-Sized Delight From the Episode:

• Sequencing of Customer Interactions Matters More than You Might Think - Make sure to use logic when creating customer interactions - especially those that happen in person. Customers want interactions to be logical and seamless, similar to the interactions they have come to expect from their online transactions.

• Mobile Matters! - Research from the banking industry shows that customers are expecting more and more of their interactions to happen on mobile. You need to double down on your mobile operations to allow customers to interact where they want to and where they find it most convenient.

• Little Things Can Have a Big Impact - thoughtful design of required elements of a business (walls, do not disturb signs, and housekeeping envelopes) creates standout moments and memories at the ENGLiSH Hotel in Las Vegas.

Are You Looking for Things We Referenced?

• Humanizing the Bank Customer Experience 2022

• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime

• The ENGLiSH Hotel in Las Vegas

• Shelly Gray - Director of Sales & Marketing at The ENGLiSH Hotel in Las Vegas

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts:

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP174: Safety, Savings, and Satisfaction! Oct 25, 2022

Show notes

Learn about the psychology behind buyer decisions, what banking customers are looking for from their bank, and a car-buying experience with long-lasting effects.

Bite-Sized Delight From the Episode:

• B2B Still Involves Humans - Just because you operate in a B2B environment, doesn't mean your communications should lack a human touch. To make the most of the B2B Risk-Reward Gap, pay attention to the personal needs of the individual that is your point of contact with your customer.

• Don't Rest on Your Relationships! - Banks have long term customers but shouldn't take that loyalty for granted. There are many opportunities to enhance the personalized services, rewards, and mobile experiences that engage and retain bank customers.

• Failing to Deliver with New Customers Is a Disaster - the first few weeks and months of a customer relationship are the most important. Make sure to delivery and even over-deliver in this crucial time period.

Are You Looking for Things We Referenced?

• "Why B2B Buyers Choose the Safest, Rather than the Best, Solution" - by Ian Bruce (VP and Principal Analyst, Forrester Research) and Mike Pregler (VP and Research Director, Forrester Research)

• Humanizing the Bank Customer Experience 2022 - by American Banker and Monigle

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts:

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP173: Stockouts, Silences, and Storytelling! Oct 18, 2022

Show notes

Learn about the importance of keeping your customers in the loop, the sound of customer silence, and the power of creative storytelling!

Bite-Sized Delight From the Episode:

• Keep Your Customers Informed - Research by Instacart shows that keeping customers aware about inventory and managing their expectations about availability leads to increased order frequency and increased lifetime value of the customer.

• Try Being Quiet - Explore the experience created by Amsterdam Schipol Airport and stores in Dublin by considering what it would be like to create a "quiet experience" for your customers.

• The Better the Story, the Better the Experience - A playful, edgy story (like laundering in a bank in the Ozarks) creates the kind of intrigue and curiosity that makes customers want to stay at the Bank Haus.

Are You Looking for Things We Referenced?

• "Why You Should Warn Customers When You're Running Low on Stock" - by Benjamin Knight (Senior Data Scientist at Instacart) and Dmitry Mitrofanov (assistant professor of business analytics at the Carroll School of Management at Boston College) in the Harvard Business Review.

• Amsterdam Schipol Airport

• Experience This - Episode 82 - "Pizzability, Usability, and Adaptability!"

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• Touch Stay - Digital Welcome Book

• The Bank Hause - Marthasville, Missouri rental with great story conceived by Tyann Marcink Hammond

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts:

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP172: Storms, Responses, and Forks! Oct 11, 2022

Show notes

Learn how proactive customer service can increase loyalty, why timing is everything, and how to have fun with paying bills!

Bite-Sized Delight From the Episode:

• Proactively Reach Out to Customers - ComEd's "Storm is Coming" email helps customers to be prepared and stay informed in a challenging time. How can you let your customers know you are aware and paying attention to things that will effect them?

• Move Quickly and Respond Even Faster - Jay Baer's new "Time to Win: 2022 Consumer Patience Study" found two-thirds of respondents say speed is as important at price!

• Every Interaction is a Chance to Be Memorable - A playful way of delivering the bill (in the tines of a fork!) makes a trip to Breakfast Republic in San Diego remarkable and entertaining.

Are You Looking for Things We Referenced?

• ComEd (Commonwealth Edison Company)

• Experience This - Episode 140 - "De-Escalation, Refridgeration, and Communication!"

• The Time to Win: 2022 Consumer Patience Study - by Jay Baer

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• The Experience Maker Newsletter

• Breakfast Republic California

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts:

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP171: Valyrian, Mandalorian, and Amazonian! Oct 04, 2022

Show notes

Learn about a playful way to serve niche audiences, incorporating pop culture into your customer messaging, and a way to get your customers engaging with you every single day… for weeks on end!

Bite-Sized Delight From the Episode:

• Connect the Niches Within Your Customer Base - DuoLingo's language course for High Valyrian (a conlang from Game of Thrones) connects sub-segments of their customer base in a playful, engaging way.

• Every Customer Interaction is a Chance to Be Remarkable - Wistia's Terms of Service make Star Wars fans smile by referencing the infamous text scroll popularized in the movies.

• Challenge Your Customers to Use Your Products More - The Kindle Challenge gamifies reading, encouraging owners to use their Kindle frequently and consistently in order to win badges.

Are You Looking for Things We Referenced?

• "An update is coming… to our High Valyrian course!" - from the DuoLingo blog

• Experience This - Episode 161 - "Van Gogh, Oh No, and Duo!"

• May the 4th Be with You - Wistia Terms of Service

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• Amazon Kindle Challenge

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts:

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP170: Lovers, Singers, and Winners! Sep 27, 2022

Show notes

Learn about the brands consumers LOVE the most, a test that you definitely want to pass, and the retailers that are winning with in-store experiences.

Bite-Sized Delight From the Episode:

• Loved Brands Grow Faster - The third annual Brand Love report by Hootsuite and Talkwalker shows that loved brands grow 3X faster and the top brands are beauty and fashion because they deliver what customers want.

• Playful Little Touches Get Noticed - StreamYard's "test audio" feature produces smiles with a playful song by two members of the StreamYard support team

• Store Experience Still Matters - Brands that create a great in-store experience are attracting the 92% of customers who missed shopping in a store during the pandemic.

Are You Looking for Things We Referenced?

• Brand Love 2022 - by Hootsuite and Talkwalker

• Experience This - Episode 6 - "Robots, Pizza, and Music!"

• "I'm on Hold" by Alex Cornell

• StreamYard

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• "11 Brands Winning with Memorable In-Store Experiences" by Bobby Marhamat for RetailCustomerExperience.com

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts:

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP169: Adjustments, Addresses, and Appointments! Sep 20, 2022

Show notes

Learn about a pre-purchase experience that created a big purchase, a common occurrence with an uncommon resolution, and a regular service without regular scheduling.

Bite-Sized Delight From the Episode:

• Treating People Well is the Best Upsell - When a salesperson listens, empathizes, and answers questions directly (like the team at Mattress Galaxy) it builds the kind of trust and rapport that leads to great sales.

• Make It Easy to Keep Doing Business With You - Customers move and when they do, making it easy to update their mailing address is a great way to continue receiving their business.

• Service Without Scheduling is Remarkable - Getting an oil change without scheduling an appointment is convenient, efficient, and easy - allowing Shimkat Motors to create a remarkable experience that builds affinity and loyalty.

Are You Looking for Things We Referenced?

• Mattress Galaxy

• Experience This - Episode 69 - "Emojis, Surveys, and Sodas!"

• Experience This - Episode 77 - "Cooks, Photographers, and Ditchers!"

• Experience This - Episode 88 - "Ignoring, Chatting, and Returning!"

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• Shimkat Motors - No Appointment Required Oil Changes

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts:

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP168: 1040s, 9 and 3-4, and 404s! Sep 13, 2022

Show notes

Learn about how one company rolled back a major decision after customer backlash, how immersive experiences have become all the rage, and how you can create experiences anywhere - even when a customer makes a mistake.

Bite-Sized Delight From the Episode:

• Listen AND Respond to Your Customers - When loyal customers backlashed at the elimination of a feature enjoyed by a small but vocal portion of users, TurboTax reversed their decision and re-instated the "ItsDeductible" program.

• Think Immersive for Your Experiences - As customers crave more immersive experiences, explore ways to deliver "above and beyond" like the Museum of Ice Cream in Chicago.

• Make Mistakes and Errors Playful - A fun, playful, creative 404 error page is a great opportunity to bring surprise and delight to a customer that makes a mistake on your website.

Are You Looking for Things We Referenced?

• "Inside Perspective: From Harry Potter to Ice Cream, Immersive Experiences are Coming to Chicago: 'Interactivity has been the trend'" - by Samantha Nelson in the Chicago Tribune

• The Experience Maker - by Dan Gingiss

• Dan's LinkedIn Discussion about 404 Error Pages

• Experience This - Episode 26 - "Healthy, Error-Free, and Pregnancy!"

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts:

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP167: Lucy, Harry, and Spidey! Sep 06, 2022

Show notes

Learn about surprising interactions at a fantastic amusement park, a visit to a magical place - again, and going the extra mile to turn a bad experience into a remarkable one.

Bite-Sized Delight From the Episode:

• Gamify Your Customer Interactions - LEGOLAND offers a variety of unique, interesting opportunities for customers to explore the park, interact with staff, and experience surprise and delight moments every step of the way.

• Grow with Your Customers - Find new ways to deepen and augment the relationship with your veteran customers like Universal Studios Hollywood does by revisiting the customer experience on a regular basis to find ways to improve it!

• It's Okay to Make a Mistake with a Customer "If" You Learn From It - Hiring employees that are committed to delivering remarkable customer experiences leads to creative moments like the Disney employee that quickly learned some Portuguese to interact with a guest.

Are You Looking for Things We Referenced?

• LEGOLAND California

• Universal Studios Hollywood

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• "Disney Worker Surprises Guest's 4-year-old Son — Even After She Yelled at Him." - by Emerald Pellot in Yahoo! News "In the Know"

• Ryan Kelly - TikTok Story of Portuguese Spiderman

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts:

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP166: Retailers, Subscriptions, and Mutual Funds! May 24, 2022

Show notes

Learn about e-commerce companies that are moving to brick-and-mortar, helping your customers save money, and a beloved brand that has people talking -- but not in a good way.

Bite-Sized Delight From the Episode:

• Bricks Might Save Clicks - the rising costs of doing business online is leading many e-commerce brands to open physical retail locations.

• Squeaky Clean Transparency Is Best - Green cleaning company Dropps chose complete transparency when announcing a shipping price increase to customers and earned loyal fans in the process.

• Even Customers That Love You Will Only Tolerate So Much - While investors love Vanguard's products, not caring enough to answer the phone or solve customer service problems is frustrating their long-term customers

Are You Looking for Things We Referenced?

• How Bricks Might Save Clicks: Rising costs of doing business online is making physical retail more appealing for e-commerce brands - by Jinjoo Lee in the Wall Street Journal

• Dropps - Green Cleaning Products

• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel

• Vanguard clients take to social media over customer service mishaps - by Erin Arvedlund in the Philadelphia Inquirer

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss