Experience This!

Learn more about the Experience This Show and the hosts:

EP154: Puppies, Sunglasses, and Movies! Mar 01, 2022

Show notes

Learn about a barista who showed genuine empathy for a customer in pain, a set of care and maintenance instructions that was seriously fun to read, and a theater experience that didn't begin - or end - well.

Bite-Sized Delight From the Episode:

• Empathy Creates Customer Connection - While a complimentary coffee is nice, a barista showing empathy to a grieving customer makes for a memorable and remarkable interaction.

• Even Your Instructions Can Be Entertaining - Goodr's Guide to Proper Eyewear Care & Maintenance brings a level of entertainment and humor to a retail product experience.

• Don't Hide from Your Customers - The only thing worse than a bad customer experience is a complete lack of recourse because you can't contact anyone in the organization for help!

Are You Looking for Things We Referenced?

• Starbucks

• Goodr Sunglasses

• Conversation Corner with Help Scout

Learn more about the Experience This Show and the hosts:

• Join Joey in Supporting Marine Protected Areas in Antarctica

EP153: Flexibility, Mobility, and Accessibility! Feb 22, 2022

Show notes

Learn about how to keep your customers happy when you don't meet their expectations, the expanding QR code experience, and enhancing your offerings to meet your customers where they are at.

Bite-Sized Delight From the Episode:

• Messaging Creates and Confirms Customer Expectations - When bad weather impacted an Antarctic experience, casting travelers as "modern day adventures" made uncertainty easier to handle.

• QR Codes are Back - To create the best customer experiences possible, you need to constantly be iterating and innovating when it comes to your use of technology - which means QR codes deserve another look in your business.

• Remote COVID Testing Showcases Creative Brand Extensions - A remotely-confirmed COVID test result gives BinaxNow a premium offering - and experience - for travelers.

Are You Looking for Things We Referenced?

• Maverick1000

• Antarctica21

• Chilean COVID-19 Mobility Pass

• Coinbase Super Bowl QR Code Advertisement

• eMed Enabled COVID-19 At-Home Test and Lab Report

• Experience This Show! - past episodes

Learn more about the Experience This Show and the hosts:

• Dr. Stewart Wants Your Suggestions for His Office

EP152: Wishes, Orders, and Courtesies! Feb 15, 2022

Show notes

Learn about a simple way to recognize your customers, a doctor engaging his patients to improve the office experience, and breaking down President Biden's executive order on customer service.

Bite-Sized Delight From the Episode:

• Don't Miss the Chance to Wish Someone Happy Birthday - Every customer has a birthday - but few businesses make the time to acknowledge their customer's special day and create a little moment of delight in the process.

• When In Doubt, Ask Your Customers - Dr. Ryan Stewart asked how to improve the design of his gynecology office and got fantastic suggestions from thousands of people - just because he asked.

• Even the Federal Government Cares about Customer Experience - A new Executive Order from President Biden details specific actions the Federal Government is taking to enhance the experience of every citizen.

Are You Looking for Things We Referenced?

• Dan's Birthday Wishes

• An Executive Order on Transforming Federal Government Customer Experiences

• Experience This Show! - past episodes

Learn more about the Experience This Show and the hosts:

Joey Coleman https://joeycoleman.com/

Dan Gingiss https://dangingiss.com/

EP151: Soliciting, Scoring, and Scaring! Feb 08, 2022

Show notes

Learn about how NOT to get someone's attention in a first email, an in-depth review of Net Promoter Score, and when your phone is listening to the people around you.

Bite-Sized Delight From the Episode:

• CX Begins BEFORE Someone Becomes a Customer - Any interaction with a prospect (even a cold email outreach) starts to establish the future customer experience. Don't miss the chance to be remarkable and set the right tone for interactions you'll deliver in the future.

• Make Sure You Use Net Promoter Score the Right Way - Fred Reichheld's newest book "Winning on Purpose - The Unbeatable Strategy of Loving Customers" shows that when used properly, NPS scores are still a valuable way to enhance your customers' experiences and improve your bottom line.

• Listening to Your Customers Can Be Creepy - Using technology to listen to your customers' private conversations and then feed them targeted promotions can easily produce a negative experience.

Are You Looking for Things We Referenced?

• Winning on Purpose - The Unbeatable Strategy of Loving Customers - by Fred Reichheld

• Goettl Air Conditioning and Plumbing

• Experience This Show! - past episodes

Learn more about the Experience This Show and the hosts:

Joey Coleman https://joeycoleman.com/

Dan Gingiss https://dangingiss.com/

EP150: Alignment, Entertainment, and Accomplishment! Dec 21, 2021

Show notes

Learn about how we're doing CX all wrong, how to make time fly while waiting on hold, and how Experience This! is celebrating another milestone.

Bite-Sized Delight From the Episode:

• Make Sure Your Team in Enabled to Make Experiences - Nicholas Zeisler's book "We're Doing CX Wrong… And How To Get It Right" recommends process engineering (things like design thinking, Six Sigma, Lean, Kaizen, etc.) to enhance your customer experiences.

• Just Because It's Required, Doesn't Mean It Can't Be Remarkable - Goettl Air Conditioning & Plumbing's hold message turns an annoying delay into a playful, informative, engaging experience.

• Keep Making the Experience Better - After 150 episodes, we remain committed to bringing you new ideas to improve and enhance your customers' and employees' experiences.

Are You Looking for Things We Referenced?

• We're Doing CX Wrong… and How To Get It Right - by Nicholas Zeisler, CCXP

• Experience This Show! - past episodes

Learn more about the Experience This Show and the hosts:

EP149: Masterplans, Motorcycles, and Monotasking! Dec 14, 2021

Show notes

Learn about using customer's personal data to develop new product offerings, taking small actions to have big results, and a way to get everything you need to do accomplished faster and with less stress.

Bite-Sized Delight From the Episode:

• Be Careful How You Use Customers' Data - 23&me walks a fine line with their customer relationships when they use customer DNA data to create new drugs.

• Small Enhancements in Customer Data Have a Big Impact - A&S Motorcycles uses small touches (like office tours and responding to every online review) to deepen relationships with both customers and prospects.

• To Do Everything Better,Focus on Doing One Thing at a Time - Thatcher Wine's book "The Twelve Monotasks: Do One Thing at a Time to Do Everything Better" encourages readers to narrow and limit activities and focus in order to counter the loss of productivity and impact that comes from multitasking.

Are You Looking for Things We Referenced?

• All Those 23andMe Spit Tests Were Part of a Bigger Plan - by Kristen V Brown in Bloomberg Businessweek

• A&S Motorcycles - home to Randy Felice

• The Twelve Monotasks: Do One Thing at a Time to Do Everything Better - by Thatcher Wine

Learn more about the Experience This Show and the hosts:

EP148: Competency, Abilities, and Obsession! Dec 07, 2021

Show notes

Learn about what the U.S. government is doing to improve customer experience, a Canadian sports equipment retailer redefining an international symbol, and how to turn your customers and employees into lifelong fans.

Bite-Sized Delight From the Episode:

• Even the Government is Paying Attention to Customer Experience - The U.S. Federal Government is improving customer experience with legislation and executive actions focused on diversity and accessibility.

• Don't Miss the Chance to Re-invent Icons - Ability Signs is on a mission to highlight abilities instead disabilities with an update to the infamous blue and white handicap wheelchair icon.

• 12 Actions for Improved Experience - Jon Picoult's book "From Impressed to Obsessed" offers science-based experience design suggestions for turning customers and employees into lifelong fans.

Are You Looking for Things We Referenced?

• Emerging Trends in Customer Experience - Nextgov highlights the latest in digital service delivery in the federal government (e-book)

• Ability Signs

• From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans - by Jon Picoult

Learn more about the Experience This Show and the hosts:

EP147: Staying, Smoking, and Shipping! Nov 30, 2021

Show notes

Learn about the importance of acknowledging customer loyalty, an extreme example of living the brand experience, and evolving the ways you interact with customers for the greater good of the planet.

Bite-Sized Delight From the Episode:

• Be Loyal to Those Who Show You Loyalty - Be generous with the points/benefits of your loyalty program and make it easy for customers to receive the perks they've earned.

• Let Customers Live Your Brand - Your most dedicated customers want to show their affinity and receive unique perks for continued and ongoing support/patronage.

• Sustain Support with Sustainable Offerings - As the marketplace becomes more environmentally conscious, your offerings and operations need to consider the environmental impact more.

Are You Looking for Things We Referenced?

• "Sale of Marlboro Ranch Snuffs Out Smokers' Vacation Dreams" - by Jennifer Maloney and Omar Abdel-Baqui

• Improving Our Packaging - Amazon's Shipping Sustainability Initiatives

Learn more about the Experience This Show and the hosts:

EP146: Picking, Integrating, and Calculating! Nov 23, 2021

Show notes

Learn about finding your low-hanging fruit, building experiences right into your product or service, and how we measure thee - let us count the ways!

Bite-Sized Delight From the Episode:

• Improving CX Can Be Fast - Don't miss the chance to dramatically improve your customers' experiences by focusing on small. simple, effective enhancements.

• Build in an Experience - Don't overlook directions, packaging, and product/service design as a place to infuse surprise and delight moments.

• Make Sure You Measure with the Right Metrics - Be sure you measure what matters by collecting data about your customer interactions that is relevant and actionable.

Are You Looking for Things We Referenced?

• 15 Low-Hanging Fruit Actions To Help Revamp Your Customer Experience - by The Forbes Business Council on Forbes.com

• Customer Experience Metrics - the Top 5 Ranked - by Dan Gingiss

Learn more about the Experience This Show and the hosts: