Experience This!

Latest Episodes:

EP145: Timbre, Taste, and Ticket! Nov 16, 2021

Show notes

Learn about the sound of a great experience, tasty treats in unexpected venues, and the vestiges of customer interaction that just aren't functioning anymore.

Bite-Sized Delight From the Episode:

• Does Your Brand Sound Remarkable? - Use your customers' aural cavities to seduce them into a subconscious sensory relationship.

• Is Your Brand Unexpectedly Easy? - Breeze's healthy, quick, delicious meals stand out in the airport environment.

• Does Your Brand Have Leftover Elements? - If customer requirements change, make sure to update customer-facing signage.

Are You Looking for Things We Referenced?

• The Sound of Luxury - by Lucy Alexander in The Robb Report

• Fly with Breeze

• Dan Gingiss 404 Error Page

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

EP144: Working, Debating, and Skipping! Nov 09, 2021

Show notes

Learn about the best employee experiences in the country, where customer experience should live in a company, and why one airline is really mad at a third-party flight aggregator.

Bite-Sized Delight From the Episode:

• Great Employees Deliver Great Customer Experiences - As Newsweek's "Most Loved Workplaces 2021" list shows, happy employees lead to happy customers.

• CX Is Important, But Where Should it "Live" - Dan and Joey agree that CX needs a prominent place in organizational hierarchy - but should it be lead by the Chief Marketing Officer or the Chief Experience Officer?

• Forcing Customer Loyalty - Southwest Airlines' legal action against Skiplagged claims to preserve customer benefits - but does it?

Are You Looking for Things We Referenced?

• America's Most Loved Workplaces 2021 - by Newsweek

• Southwest Wants to Force Customer Loyalty

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

EP143: Lines, and Tigers, and Bears! Nov 02, 2021

Show notes

Learn about a creative way to make your customers feel better about waiting, an airport experience that doesn't involve a plane, and a great prize for bulking up before winter.

Bite-Sized Delight From the Episode:

• Waiting Lists Don't Need to Be Stagnant - Seth Godin offers a unique suggestion for a "smart line" that allows waiting customers to move up or down the list depending on their personal needs/desires.

• Unite Your Friends and Fans Using Social Media - Yaeger Airport's playful and poignant use of social media helped unite their fans and the public at large to get a lost stuffed animal tiger back to its owner.

• Fat Bears Draw Virtual Crowds - A national park in the wilderness of Alaska uses a creative online contest to draw attention and focus to their rarely-seen wildlife.

Are You Looking for Things We Referenced?

• Swap the Line - by Seth Godin

• Yaeger Airport in Charleston, West Virginia

• Searching for the Owner of a Stuffed Animal Tiger Lost at the Airport

• Share Your Thoughts about The Experience This! Show

• Fat Bear Week at Katmai National Park and Preserve

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

EP142: Behaving, Marketing, and Innovating! Oct 26, 2021

Show notes

Learn how restaurants and hotels are dealing with bad customer behavior, why marketers are finally paying attention to customer experience, and why innovation doesn't have to be complicated!

Bite-Sized Delight From the Episode:

• The Customer Isn't Always Right - If customers aren't behaving with civility, smart businesses will choose not to work with those customers, taking comfort in the fact that kind people want to go places that value kindness.

• More CMOs are Focusing on Customer Experience - According to new research from Salesforce, nearly 78 percent of CMO's now own customer experience for their organization and are working to create a cohesive customer journey across channels and devices.

• The Best Innovators Deliver Extraordinary Outcomes - In her new book RE:Think Innovation, Carla Johnson offers a framework for generating innovative ideas to push your organization forward.

Are You Looking for Things We Referenced?

• "Restaurants and Hotels Push Back Against the Uptick in Customer Tantrums" - by Clare Ansberry in The Wall Street Journal

• State of Marketing in 2021 - by Salesforce

• RE:Think Innovation: How the World's Most Prolific Innovators Come Up with Great Ideas that Deliver Extraordinary Outcomes - by Carla Johnson

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

EP141: Selfies, Cynicism, and Stopwatches! Oct 19, 2021

Show notes

Learn about getting your customers to share their memorable moments, charging for brief emotions, and timing your audience as they read your legal disclaimers!

Bite-Sized Delight From the Episode:

• Selfies Can be Social - Find ways to gently remind people how to take an offline experience (like a sunset) into an online venue (#NaplesGrande Sunset Selfie).

• Invoices are Touchpoints Too - Don't miss the opportunity for a remarkable interaction by sending a poorly worded invoice.

• Customers Don't Want to Read for Hours - Privacy Policies and Terms of Conditions that take longer than an hour to read create the wrong conditions for a positive customer experience.

CHALLENGE - Participate in our Listener Challenge by figuring out how long it would take to read your terms and conditions or privacy policy ( https://wordstotime.com/ ) and then sharing it with us!

Are You Looking for Things We Referenced?

• Naples Grande Beach Resort - Naples, Florida

• The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share - by Dan Gingiss

• "$11 for 'brief emotion'? The Hidden Charges of US Healthcare are Utterly Enraging." - by Arwa Mahdawi in The Guardian • How Long It Takes to Read the Legal Fine Print on Popular Sites - by Ayaz Nanji on MarketingProfs.com

• Words to Time reading tool

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

EP140: De-Escalation, Refrigeration, and Communication! Oct 12, 2021

Show notes

Learn about dealing with unruly customers, exploring real-time data from your appliances, and the fight against digital pollution!

Bite-Sized Delight From the Episode:

• Train Your Team to De-Escalate with Customers - Pandemic-related stress is increasingly requiring your team to deal with emotional outbursts and erratic behavior from customers.

• Share Useful Data with Your Customers - LG's refrigerator shares valuable reporting/information to help customers be more energy efficient and maximize the benefits of the product's features.

• Everyone Needs to Reduce Digital Pollution - Ethan Beute and Stephen Pacinelli's new book "Human Centered Communication" recommends every business apply the principles of human centered design to their daily digital communication.

Are You Looking for Things We Referenced?

• LG "Smart" Refrigerators • Human Centered Communication: a Business Case Against Digital Pollution - by Ethan Beute and Stephen Pacinelli Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

EP139: Creativity, Longevity, and Specificity! Oct 05, 2021

Show notes

Learn how to make up for missing pieces in your customer experience, why it's crucial to think long term in a short term environment, and how you can take pointers on being remarkable - from the DMV!

Bite-Sized Delight From the Episode:

• Your Personality is a Force - LEGO's playful, Star Wars-themed response is a perfect example of letting your brand personality shine in customer communications.

• Focus on the Long Term - Dorie Clark's new book "The Long Game" offers a powerful framework and useful tactics for making long-term choices in a short-term environment. • Know More about Your Customers - The Iowa DMV's use of optional designations on a driver's license allows for a higher level of personalized service and interaction for everyone that sees the ID.

Are You Looking for Things We Referenced? • "A Customer Discovered Their $350 Lego Set Was Missing Pieces. The Company's Response Was Brilliant." - by Jason Aten at Inc.com • The Long Game: How to Be a Long-Term Thinker in a Short-Term World - by Dorie Clark • Iowa Driver's License - Optional Designations

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

EP138: Retailing, Behaving, and Feng Shui-ing! Sep 28, 2021

Show notes

Learn about the rising expectations of retail customers, getting into your customers' brains, and how a traditional Chinese practice may make working from home more tolerable.

Bite-Sized Delight From the Episode:

• Upgrade Your Online Presence - Shifting customer expectations in a post-COVID era require you to enhance your online/ecommerce experience now. • Experience Behavioral Economics - Melina Palmer's newest book "What Your Customer Wants and Can't Tell You" offers a guide and checklist to unlock your customers' decision-making process and apply psychology/behavioral economics to your business. • Shift the Environment - blending feng shui with customer experience can inspire your team/staff and your customers.

Are You Looking for Things We Referenced? • The Changing Face of Retail: What Modern Consumers Expect From Retail Customer Service - Kustomer • What Your Customer Wants and Can't Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics - by Melina Palmer • Companion Workbook for "What Your Customer Wants and Can't Tell You" - by Melina Palmer • Claire Bosco Scott - BizShui Method Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

EP137: Terminators, Differentiators, and Accelerators! Sep 21, 2021

Show notes

Learn about how to get your customers to "come back" again and again, how D.A.D. can help you stand out in a crowd, and how to grow your business by growing your clients' business!

Bite-Sized Delight From the Episode: • Avoid the "Terminator" Customer - Shep Hyken's newest book "I'll Be Back" explains why customers leave and how to design your business to keep them coming back. • Different Experiences Can't Be Ignored - Mike Michalowicz offers a three set process for differentiating, attracting, and directing prospects to become customers in his entertaining and actionable new book "Get Different." • People Want to be Members Instead of Customers - By focusing on making people feel like a member, author John Jantsch shows how you can create "The Ultimate Marketing Engine."

Are You Looking for Things We Referenced? • I'll Be Back: How to Get Customers to Come Back Again & Again - by Shep Hyken • Get Different: Marketing That Can't Be Ignored! - by Mike Michalowicz • The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share - by Dan Gingiss • The Ultimate Marketing Engine: 5 Steps to Ridiculously Consistent Growth - by John Jantsch

Learn more about the Experience This Show and the hosts:

Joey Coleman Dan Gingiss

EP136: Simple, Practical, and Inexpensive! Sep 14, 2021

Show notes

Learn about the hottest new CX book of 2021 in a special episode featuring an exclusive, all-access, backstage pass, behind-the-scenes interview with the author!

Bite-Sized Delight From the Episode: • Be an Experience Maker - make every business decision with the customer in mind. • Design W.I.S.E.R. Experiences - Witty, Immersive, Shareable, Extraordinary, and Responsive interactions lead to loyal customers and raving fans. • Keep in Mind that Offline is Becoming Online - Everything we do, everywhere we go, we can pull out our phones, take a picture or video, and turn an offline experience into an online experience.

Are You Looking for Things We Referenced? • The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share - by Dan Gingiss • Discover Card • Chewy.com • Sipsmith Gin

Learn more about the Experience This Show and the hosts:

Dan Gingiss Joey Coleman

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