Experience This!

Latest Episodes:

EP135: Flying, Frying, and Finding! Sep 07, 2021

Show notes

Learn about reconnecting with familiar brands in the COVID-era, when temperature impacts the client experience, and a lawyer's office that is fun to visit.

Bite-Sized Delight From the Episode: • Make Apologies about Your Customers - Delta welcomes back flyers with new protocols and apologizes for not meeting customer expectations. • Clear, Consistent Customer Communication Avoids Frustration - An air conditioning company's failure to communicate costs them the project and a long-term customer. • Unexpected Experiences in Unexpected Places Create Remarkable Interactions - A law firm with "The World's Greatest Toy Closet" creates a memorable interaction for their client's children.

Are You Looking for Things We Referenced? • Delta's Apology for Not Meeting Customer Expectations • The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share - by Dan Gingiss • Shaheen Law Firm (Richmond, VA) - home to The World's Greatest Toy Closet

Learn more about the Experience This Show and the hosts: • Joey Coleman • Dan Gingiss

EP134: Earthing, Pathing, and Responding! May 25, 2021

Show notes

Learn about one of the greatest CEOs of this generation sharing his final thoughts, the common path to uncommon success, and a listener takes on customer reviews -- every last one of them.

Bite-Sized Delight From the Episode: • From Earth's Most Customer-Centric to Earth's Best Employer/ Safest Place to Work - Amazon commits to delivering remarkable employee and environmental experiences in the future. • The Path Forward is Clear - John Lee Dumas' book, The Common Path to Uncommon Success provides a 17 step plan for financial freedom and fulfillment. • Reply to Every Review - From Good to Bad and Everything In Between - Experience This! listener Rosina Cavano shares how replying to bad reviews turns unhappy customers into raving fans.

Are You Looking for Things We Referenced? • Jeff Bezos Final Letter to Amazon Shareholders • The Common Path to Uncommon Success: A Roadmap to Financial Freedom and Fulfillment - by John Lee Dumas • Solvvy - The Next-Gen Chatbot • Fuse Lenses

Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

EP133: Consistency, Connections, and Crescendos! May 18, 2021

Show notes

Learn about creating a workplace that employees and customers love, making your big ideas irresistible, and the power of a protagonist playlist.

Bite-Sized Delight From the Episode: • Gauge Employee Experience by How Often They Say "I Love it Here!" - Learn how to go undercover in your business to accurately gauge employee experience, and then enhance it, with Clint Pulver's new book (I Love It Here) as your guide • Connect Your Ideas with a Common Throughline - Tamsen Webster's book, Find Your Red Thread offers a blueprint for using story to make your big ideas irresistible. • Forget Their Shoes - Step Into Your Customers' Headphones - A protagonist playlist like the one created by author Olivia Abtahi for her book Perfectly Parvin offers inspiration for creating a playlist to accompany your customers' journeys.

Are You Looking for Things We Referenced? • I Love It Here: How Great Leaders Create Organizations Their People Never Want to Leave - by Clint Pulver • Find Your Red Thread: How to Make Your Big Ideas Irresistible - by Tamsen Webster • Solvvy - The Next-Gen Chatbot • Perfectly Parvin - by Olivia Abtahi • Perfectly Parvin Protagonist Playlist

Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

EP132: Seeing, Guaranteeing, and Personalizing! May 11, 2021

Show notes

Learn about a new app that helps you see even if you can't, why making and keeping your promises is key to a successful experience, and why dumping generic language may bring you closer to your customers.

Bite-Sized Delight From the Episode: • Can Your Customers See You? - Starbucks partners with Aira to create accessible experiences for blind and low vision customers. • What Promises Are You Making? - Jeff Toister's book, "The Guaranteed Customer Experience" showcases the power of every employee knowing the promises made to the customer, as well as the role they play in fulfilling those promises. • Can I Call YOU By Name? - Personalizing your customer communications (even just to say you vs. user) creates more connection and improves your bottom line.

Are You Looking for Things We Referenced? • Starbucks offers Aira, creating accessible experience for blind and low vision customers • The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises - by Jeff Toister • Solvvy - The Next-Gen Chatbot

Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

EP131: Waste-Composting, Hand-Washing, and Self-Employing! May 04, 2021

Show notes

Learn about offering new products to your raving customers, speaking words of encouragement when you aren't in the room, and making the big leap to do it on your own.

Bite-Sized Delight From the Episode: • If Your Fans Love You, They Will Buy Your Next Product - Fostering a strong connection with existing customers (like Pela does) is the best way to get customers for your next new product. • Untimed Experiences Create Memorable Moments - a message on a bathroom mirror at Children's National Hospital creates a memorable interaction at just the right moment in the brand experience. • The Self-Employed Experience - Jeffrey Shaw's brand new book "The Self-Employed Life" offers a playbook for managing the business' owners experience with personal development, business strategies, and daily habits.

Are You Looking for Things We Referenced? • Lomi - Turn Waste To Compost with a Single Button • Children's National Hospital • Solvvy - The Next-Gen Chatbot • The Self-Employed Life: Business and Personal Development Strategies That Create Sustainable Success - by Jeffrey Shaw

Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

EP130: Accessing, Innovating, and Signing! Apr 27, 2021

Show notes

Learn about making your website available to ALL customers, focusing on the little things to bring out creativity, and a restaurant known for its - Instagram page?!

Bite-Sized Delight From the Episode: • Design Experiences for ALL of Your Prospects and Customers - Innovative tools like Accessibe (which makes websites ADA and WCAG compliant) allow you to create positive experiences for a variety of people in an easy and efficient way. • Innovation Keeps Experiences Fresh - Josh Linkner's new book Big Little Breakthroughs shows how micro-innovations all you to tackle tough challenges and seize transformational opportunities. • Fun Messaging Creates Fun-Loving Fans - El Arroyo's playful signage, when displayed on Instagram, takes a fun in-person signage experience and expands it into the world-wide, digital arena.

Are You Looking for Things We Referenced? • Accessibe • Big Little Breakthroughs: How Small, Everyday Innovations Drive Oversized Results - by Josh Linkner • Solvvy - The Next-Gen Chatbot • Instagram for El Arroyo Restaurant in Austin, Texas

Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

EP129: Flying, Speedriding, and Zooming! Apr 20, 2021

Show notes

Learn about enticing your customers to come back after COVID, videos that capture your brand spirit, and managing camera fatigue in a video-based business environment.

Bite-Sized Delight From the Episode: • Entice Old Customer with New Experiences - Delta encourages flyers to return to the sky with new ways to earn status/miles, extended deadlines, and enhanced benefits. • Aspirational is the New Inspirational - Red Bull captures their brand spirit with aspirational and entertaining videos. • Beware Zoom Fatigue - Citi Group creates Zoom-Free Fridays to combat video fatigue during the pandemic

Are You Looking for Things We Referenced? • Delta Airlines Entices Flyers with Enhanced Rewards • Speedriding Through An Alpine Resort - From Avoriaz With Love - by Red Bull • Solvvy - The Next-Gen Chatbot • Citi Creates 'Zoom-Free Fridays' to Combat Pandemic Fatigue - by Anna Schaverien in the New York Times

Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

EP128: Findings, Flour, and Fixer-Uppers! Apr 13, 2021

Show notes

Learn about the state of customer experience in 2021, the answers to all of your baking questions, and what we love – and can't stand – about hiring contractors.

Bite-Sized Delight From the Episode: • Catch Up with Your Customers - most customers are using multiple messaging platforms, but most brands are lagging behind, creating a negative customer experience. • Help is a Phone Call Away - King Arthur Baking Company's customer hotline can help with all your baking needs - even if you're NOT using their flour in the recipe. • Measure Twice, Cut Once - Building contractors offer a host of behaviors to model - or avoid - when it comes to creating remarkable customer experiences.

Are You Looking for Things We Referenced? • The Definitive Guide to CX 2021 - by Conversocial • Bakers Hotline - King Arthur Baking Company • Solvvy - The Next-Gen Chatbot

Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

EP127: Code Breaking, Custom Creating, and Fraud Alerting! Apr 06, 2021

Show notes

Learn about a secret message for an interstellar audience, making products that consumers actually want, and warning customers about bad things before they even realize it.

Bite-Sized Delight From the Episode: • Hidden Messages Draw Attention - A series of messages hidden in codes and imagery added an "Easter Egg" layer of creativity and intrigue to NASA's Perseverance Rover project on Mars. • Eliminate the Middle for a Better Experience - China's fast growing C2M (consumer-to-manufacturer) offerings pair big data with AI to identify the latest consumer shopping trends and then produce custom products for direct-to-consumer sale. • Tell Customers the Bad New Quickly - American Express uses text messages and phone calls to make cardholders aware of potential fraud within minutes.

Are You Looking for Things We Referenced? • "NASA Sent a Secret Message to Mars. Meet the People Who Decoded It." - by Kenneth Chang in the New York Times • Pinduoduo's Consumer-To-Manufacturer (C2M) Offerings • Solvvy - The Next-Gen Chatbot • American Express

Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

EP126: Expectations, Simplifications, and Permutations! Mar 30, 2021

Show notes

Learn about the importance of being relevant to your customers, how augmented reality is helping to ease purchase decisions, and how to use data to drive predictive CX.

Bite-Sized Delight From the Episode: • Focus on Relevance - New research from Coveo shows the relevance is a key element of the customer experience conversation. • Augmented Reality in Your Own Home - Empire Carpet is but one company in the home improvement space that is harnessing the power of augmented reality to create a remarkable experience in the home. • The Future of CX - McKinsey Quarterly makes four predictions about turning data into insight and action using predictive analytics.

Are You Looking for Things We Referenced? • Coveo Relevance Report 2021: Ecommerce • Empire Carpet Augmented Reality • Solvvy - The Next-Gen Chatbot • Prediction: The Future of CX - McKinsey Quarterly

Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

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