Experience This!

Latest Episodes:

EP125: Summons, Suits, and Surprises! Mar 23, 2021

Show notes

Learn about getting people to come to court, when the custom clothing experience just doesn't measure up, and a remarkable birthday celebration at a car dealership.

Bite-Sized Delight From the Episode: • Design to Experience Compliance - Redesigning a court summons for a better, clearer user experience allowed scientists to reduce missed court appearances and keep warrants from being issued. • Apologies Must Be Sincere - When a custom suit company failed to deliver for a wedding, the bland email apology didn't measure up to a positive experience. • Say Yes to Future Customers - When Shimkat Motors heard that a "future" customer loved their new rock wall for displaying cars, they turned a six year old's birthday into something to talk about!

Are You Looking for Things We Referenced? •"Behavioral Nudges Reduce Failure to Appear for Court" - by Alissa Fishbane, Aurelie Ouss, and Anuj K. Shah in Science magazine • Solvvy - The Next-Gen Chatbot • Skimkat Motors - Fort Dodge, Iowa

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

EP124: Caring, Legislating, and Preventing! Mar 16, 2021

Show notes

Learn about a new way to take your vitamins, how government regulations affect businesses, and creating intentional friction in e-commerce.

Bite-Sized Delight From the Episode: • A Daily Dose of Experience - Custom vitamins with personalized messaging from Care/of creates customer connection and builds long-term loyalty. • Print Ads for Social Media Catch the Eye - Facebook's effort to promote regulatory legislation stands out for placement in the newspaper. • Friction for the Win - The "IKEA Effect" occurs when high quality furniture must be assemble by the customer - leading to a perceived increase in value, while reducing overall costs.

Are You Looking for Things We Referenced? • Care/of - personalized daily vitamins (50% off first order) • Facebook Encourages Regulation • Solvvy - The Next-Gen Chatbot • "Friction in e-commerce: Sometimes it's a good thing." - by Branwell Moffatt on The Future of Customer Engagement & Experience • Season 5, Episode 101 - Agree to Disagree: The Benefits and Costs of More Convenience (discussing Privacy) • Season 2, Episode 42 - Required Remarkable: Assembling Target Furniture

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

EP123: Skiing, Reviewing, and Cooking! Mar 09, 2021

Show notes

Learn about an advertisement with extra special details, cutting edge research on the power of online reviews, and a creative way to get customers to follow your directions.

Bite-Sized Delight From the Episode: • Provide the Name, Height, and Weight - Stellar Equipment's new product release included the name of the models - as well as their measurements - to make sizing up an online purchase easier for their customers. • Online Reviews are More Powerful than Ever - Research from Podium's "2021 State of Reviews Report" shows the impact to sales and retention when it comes to online reviews of your business, products, and services. • The Sounds of Success - specifically-timed song sets allow for perfect pasta thanks to Barilla's pasta-specific playlists.

Are You Looking for Things We Referenced? • Stellar Equipment - Free Shell System • Podium • 2021 State of Reviews Report • LoveThePodcast.com/ExperienceThis • Solvvy - The Next-Gen Chatbot • Mixtape Spaghetti Playlist - Barilla Pasta

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

EP122: Fixing, Digitizing, and Cleaning! Mar 02, 2021

Show notes

Learn about using video to help explain things to your customers, avoiding irrelevance through digital innovation, and a maid service that is doing far more than just sweeping and dusting.

Bite-Sized Delight From the Episode: • Show Customers What You Did - Fields BMW shared a video check-up of Dan's car - leading to confidence in the tune-up and ongoing loyalty as a customer. • Beware Loving Who You Already Are - Getting caught up in your current brand identity stops innovation. Find more great gems in Howard Tiersky's fantastic book Winning Digital Customers. • Remarkable Experiences Retain Customers - by making sure to deliver amazing experience across the first eight visits, Robin Murphy and her team at Maid Brigade keep customers for over 40 visits!

Are You Looking for Things We Referenced? • Fields BMW • "Winning Digital Customers: The Antidote To Irrelevance" - by Howard Tiersky • FREE Chapter from Winning Digital Customers • Solvvy - The Next-Gen Chatbot • Robin Murphy at Maid Brigade

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

EP121: Making, Faking, and Salting! Feb 23, 2021

Show notes

Learn about products that provide their own soundtrack, rockstars that aren't real, and a story that made me want to try a brand new product.

Bite-Sized Delight From the Episode: • What is the sound of your product? - LEGO created a podcast for their Iron Man Art set and a custom playlist of white noise on Spotify to add a "sound" to their offerings. • Is She Real? Does It Matter? - Computer generated personas like Lil Miquela add a new and fascinating dimension to the concept of an influencer when the consumer knows the influencer isn't a real human. • Tell Your Story in a Simple, Compelling Fashion - the San Juan Island Sea Salt website and packaging sells the value and creativity of the product before the jar is ever opened!

Are You Looking for Things We Referenced? • Ultimate Iron Man - by LEGO • LEGO on Spotify - The Waterfall • Lil Miquela - Hard Feelings • Lil Miquela • ThisPersonDoesNotExist.com • Solvvy - The Next-Gen Chatbot • San Juan Island Sea Salt • "Website Navigation by Tank Design" - Experience This Show - Episode 48

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

EP120: Painting, Disrupting, and Adapting! Feb 16, 2021

Show notes

Learn about a portrait of your pet, zeroing in on customer centricity, and how "mini" -- and even "no" -- have become big.

Bite-Sized Delight From the Episode: • Unexpected Presents Create Raving Fans - Chewy sends customers paintings of their dogs (the customer's dog that is) as a highly personalized, surprise and delight thank you for being a customer.

• Zero In on Customers - Dennis Geelen's new book "The Zero In Formula: The Definitive Guide to Building a Disruptive and Sustainable Business Through Customer-Centric Innovation" provides a playbook for creating remarkable customer experiences.

• A Little Sample Can Create a Big Fan - by packaging drinks in mini-bottle size, new brands can grow big fans.

Are You Looking for Things We Referenced? • "Cezanne or Chewy?" by Joseph Pisani in the Chicago Sun Times • "Chewy.com and the Power of Word-of-Mouth Marketing" - Experience This Show - Episode 17 • "Chewy Revisted" - Experience This Show - Episode 50 • "The Zero In Formula: The Definitive Guide to Building a Disruptive and Sustainable Business Through Customer-Centric Innovation" by Dennis Geelen • Solvvy - The Next-Gen Chatbot • "Don't Sneer at This Beer Anymore" by Josh Noel in the Chicago Tribune

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

EP119: Packaging, Listening, and Interviewing! Feb 09, 2021

Show notes

Learn why your branding may spoil the experience, how to use nostalgia in unexpected ways, and what your culture says about your customer experience.

Bite-Sized Delight From the Episode: • Branded Box Fail - If your product is something a customer might give as a gift, make sure to check with them before shipping a highly-branded package to an unsuspecting recipient and ruining the surprise with you branding. • Nostalgic Hold Music - Octopus Energy creates an emotional connection with their customers by using their birthday to play the #1 song from when they were 14 years old as their hold music. • Make Sure Your EX and CX are Part of Your Interview Process - show candidates how your company culture operates before they join the team to maximize their culture fit.

Are You Looking for Things We Referenced? • "Anticipate Customer Needs and Engage Them with Your Packaging" - Experience This Show - Episode 56 • 52 Things I Learned in 2020 - by Tom Whitwell (Flux Studios) • Octopus Energy - Hold Music • Solvvy - The Next-Gen Chatbot • "4 Steps to Sharing Company Culture During the Interview Process, and Why You Need To" - by Tony Amante Schepers

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

EP118: Valuing, Videoing, and Voyeuring! Dec 22, 2020

Show notes

Learn about encouraging your customers to do business with your competitors, using visuals to connect at every step in the customer journey, and watching how brands behave when they don't know they are being watched.

Bite-Sized Delight From the Episode: • Burger King Wants You to Order a Big Mac - Desperate times call for bold action and when your industry is struggling, a purchase from your competitor still helps you • The Visual Sale - Marcus Sheridan and Tyler Lessard provide a playbook for incorporating video into your marketing, sales, and customer service/experience activities • What to Do When Your Customers Are Watching You?! - make sure that your employees know they are being watched and their behavior while "on duty" reflects on the overall brand experience

Are You Looking for Things We Referenced? • "Burger King urges customers to order food from McDonald's, Subway and KFC instead" - Gloucestershire Live Website • The Visual Sale: How to Use Video to Explode Sales, Drive Marketing, and Grow Your Business in a Virtual World - by Marcus Sheridan and Tyler Lassard • Experience Points - presented by Avtex • Kind Delivery Driver Shovels Snow After Dropoff Find more links and a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

EP117: Ambassadors, Game-Changers, and Shoppers! Dec 15, 2020

Show notes

Learn about making your mark on your best customers, why the robots may be coming faster than we think, and how holiday shopping habits are changing amidst a global pandemic.

Bite-Sized Delight From the Episode: • Making Your Mark on Brand Ambassadors - Continuing to connect with your VIP customers year after year creates a long-term relationship and leads to ongoing, positive word of mouth • The Age of Intent - P.V. Kannan explores the role AI will play in the future of business operations • Ecommerce Marketing 2020 - a study of 1,000 consumers by Ignite Visibility shows dramatic shits in online purchasing trends and behaviors

Are You Looking for Things We Referenced? • Maker's Mark Ambassador Program • Age of Intent by P.V. Kannan • Experience Points - presented by Avtex • Ecommerce Marketing Survey by Ignite Visibility

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

EP116: Connections, Cues, and Cameras! Dec 08, 2020

Show notes

Learn about using handwritten notes to create connection, refreshing the sound of your brand, and trying to figure out what happened next when you only know the first half of the story.

Bite-Sized Delight From the Episode: • If You Can't Touch, Use a Personalized Touchpoint - As brands navigate touchless interactions in the COVID-era, an enterprising Delta flight attendant uses personal, handwritten thank you notes to make a lasting impression on passengers • Evolving a Sonic Brand - When Netflix moved out of the living room and into the cinema, they needed to update their famous "ta-dum" sound cue to be worthy of a Hollywood production. Cue Hans Zimmer for the symphonic solution! • What Happened? - see if our celebrity contestant Rohit Bhargava can figure out What Happened when he only knows the first part of a customer experience story!

Are You Looking for Things We Referenced? • On This Delta Flight, the Crew Did Something to Remind All of Us of the Importance of Creating Personal Connections - by Jason Aten on Inc.com • Netflix's New Sound Cue - by Hans Zimmer • Experience Points - presented by Avtex • Rohit Bhargava - innovation and marketing expert, founder of the Non-Obvious Company, and Wall Street Journal best selling author of six business books • What Happened? - Celebrity Guest Rohit Bhargava - Experience Points

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

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