Experience This!

Latest Episodes:

EP115: Camping, Optimizing, and Winning! Dec 01, 2020

Show notes

Learn about a camping trip gone awry, why every customer touchpoint matters, and thinking fast when money is on the line.

Bite-Sized Delight From the Episode: • A Camping Trip Gone Awry - overselling and under-delivering is a recipe for bad customer experiences - even in the great outdoors • Identify and Optimize Customer Experience Touchpoints - look at every interaction when designing your experiences and don't forget that customer journeys aren't linear • Think Fast! - see if our celebrity contestant Shep Hyken can Think Fast and answer even faster as part of our new game show Experience Points!

Are You Looking for Things We Referenced? • Managing Expectations: A Customer Experience That Leaves Praise on the Table - Guest blog post by Jamie Drake on the Dan Gingiss blog • How to Identify and Optimize Customer Experience Touchpoints - by Jessica Greene at Help Scout • Experience Points - presented by Avtex • Shep Hyken - the "godfather" of customer service - customer service expert, keynote speaker, and best-selling author • Think Fast - Celebrity Guest Shep Hyken - Experience Points

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

EP114: Imagining, Reading, and Faking! Nov 24, 2020

Show notes

Learn about new ways to get inside your customer's imagination, little details that help deliver big outcomes, and the excitement that comes from figuring out if something is real or not.

Bite-Sized Delight From the Episode: • Innovate with the Help of Your Customer's Imagination - the best organizations realize genius, insight, and ingenuity lies within their customer's imagination - they just need to access it and collaborate to co-create something special • Help Customers Read the Fine Print - a collection of reading glasses for citizens to use when visiting the county Auditor's Office provides a level of personal care not normally witnessed in government offices • Fake or Fact?! - see if our celebrity contestant Neen James can figure out which experiences are Fake or Fact as part of our new game show Experience Points!

Are You Looking for Things We Referenced? • Inside Your Customer's Imagination - 5 Secrets for Creating Breakthrough Products, Services, and Solutions - by Chip Bell • Disruption (from the Inside Your Customer's Imagination Song Book by Chip Bell) • Experience Points - presented by Avtex • Neen James - leadership expert, best-selling author, and world class speaker on attention, productivity, and focus

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

EP113: Floating, Humanizing, and Infuriating! Nov 17, 2020

Show notes

Learn about reading in darkness, servicing on video, and confusing your customers.

Bite-Sized Delight From the Episode: • Not Seeing is Experiencing - Wuguan Books in Taiwan offers an incredible retail experience by forcing customers to shop for books in the dark - a unique interaction that gets customer talking, while giving them a remarkable experience in the process. • Humanize the Customer Experience - Personalized videos and custom voice notes allow companies to create a personal connection with customers by making one-off communications the norm. • Make Errors Easy to Correct - if a customer makes a mistake, tell them and make it easy for them to correct.

Are You Looking for Things We Referenced? • "At this bookstore in Taiwan, visitors shop in the dark" - by Maggie Hiufu Wong for CNN Travel (cnn.com) • "A Surreal New Bookstore Has Just Opened in China" - by Elizabeth Stamp in Architectural Digest • Habit Nest • Experience Points - presented by Avtex

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

EP112: Fretboard, Face Mask, and Fleetwood! Nov 10, 2020

Show notes

Learn about a little touch that drew a lot of attention, the power of seeing someone's face when they speak, and a viral sensation that brought together two classic brands.

Bite-Sized Delight From the Episode: • The Power of Little Notes - Fretboard Coffee uses handwritten insert cards within their packaging to make a special connection with their coffee customers. • The Apple Mask - Apple delivered enhanced comfort and security for their customers and employees with custom designed masks to use during the COVID-19 pandemic. • Emotional Intelligence Goes Viral - a savvy response to a viral TikTok video left Ocean Spray looking wise, relevant, connected, and courteous.

Are You Looking for Things We Referenced? • Fretboard Coffee • "Apple Design Teams Develop Special Face Masks for Employees" - by Mark Gurman in Bloomberg.com • Experience Points - presented by Avtex • Ocean Spray Just Gave Viral Skateboarding TikTok Guy an Extraordinary Gift - It's a Lesson in Emotional Intelligence - by Justin Bariso in Inc.com

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

EP111: Mysteries, Queries, and Quandaries! Nov 03, 2020

Show notes

Learn about the mysteries of mystery shopping, texting for help, and why channel switching is a good way to anger your customers.

Bite-Sized Delight From the Episode: • Mystery Shoppers Reveal Experience Secrets - Claire Boscq-Scott's book The Secret Diary of a Mystery Shopper offers exceptional findings from the observations of unknown shoppers. • The Evolving Role of Text Messaging - Customers are familiar with text messaging - but not with using text to communicate with businesses. Take the time to teach them and this could become a great way to stay in contact. • Don't Switch Them to a Different Channel - Pushing customers to your preferred communication channel instead of meeting them where they are is not only frustrating to them, but it increases the likelihood of a negative experience overall.

Are You Looking for Things We Referenced? • The Secret Diary of a Mystery Shopper by Claire Boscq-Scott • "5 Ways To Stay Ahead of the Competition" - by Podium • Experience Points

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

EP110: Canceling, Filing, and Updating! Oct 27, 2020

Show notes

Learn about concluding a business relationship in a remarkable way, making it easy for your customers to comply with your contracts, and archaic interactions that hamper your success.

Bite-Sized Delight From the Episode: •The Xcellent Xfinity Xperience - by turning the process of cancelling service into a positive experience, Xfinity/Comcast earns the chance to get the business back in the future. • Thoughtful Design Makes Contract Compliance Easy - U-Haul's frequent reminders about refueling a rental truck lead to ease and efficiency for everyone involved in the rental process. • Don't Get Caught in Old Ways to Update a New Address - Make sure common customer requests (like a change of mailing address) are easy to deliver on - as opposed to using archaic technologies and timeframes.

Are You Looking for Things We Referenced? • Xfinity (Comcast) • U-Haul • Experience Points

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

EP109: Signage, Appointments, and Creators! Oct 20, 2020

Show notes

Learn about using technology to know where to go, the move to telemedicine during the pandemic, and a framework for creating more content than you could possibly want.

Bite-Sized Delight From the Episode: • Traffic Lights in the Bathroom - strategically placed red and green lights let visitors to the Dallas Fort Worth Airport maximize efficiency by previewing availability before a patron even enters the restroom. • A Doctor's Visit Without a Waiting Room - COVID-19 forced doctors to adopt more telemedicine solutions - a trend that has permanently shifted the health care experience for the better. • Create Limitless Amounts of Content - By activating a deep well of creativity inside you, Melanie Deziel's new book The Content Fuel Framework offers a systematic process for generating stories and content pieces.

Are You Looking for Things We Referenced? • The Rise of Telemedicine During the COVID-19 Pandemic • Experience Points • The Content Fuel Framework: How to Generate Unlimited Story Ideas - by Melanie Deziel

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

EP108: Payments, Pokemon, and Planning! Oct 13, 2020

Show notes

Learn about the frustrating process of trying to pay your health insurance premiums, the boundaryless world of augmented reality, and planning your day without using electronics.

Bite-Sized Delight From the Episode: • Can I Please Just Give You My Money?! - If a brand makes the experience of trying to pay your bill a challenge, what other terrible experiences can you expect in the future?! • Pokemon Invasion at the Magic Kingdom - an Augmented Reality Experience at Walt Disney World Resort - With augmented reality knowing no borders, it's just a matter of time before every brand can create experiences within your brand spaces. • Analog Planning Solutions Thriving in a Digital World - Ugmonk's newest product (Analog) builds raving fans before they even experience the product.

Are You Looking for Things We Referenced? • The AR that Ate Disney World - by Josh Goldblum • Experience Points • Analog - non-digital productivity system by Ugmonk

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

EP107: Wines, Horns, and Suitcases! Oct 06, 2020

Show notes

Learn about the story behind the story of America's biggest winery, CX heroes who remain behind-the-scenes, and a lifetime warranty that over-delivered.

Bite-Sized Delight From the Episode: • Your Brand Spirit Should Be Evident in Everything You Do - An innovative audiobook format captures the Barefoot Wines story in a way that aligns with the brands creative and playful spirit. • The People Behind the Scenes "Make" The Customer Experience - A team of experience architects and implementers contribute to the overall experience at a Chicago Blackhawks Hockey Game. • Avoid Customer "Baggage" with a Strong Warranty - Kenneth Cole's commitment to their luggage warranty keeps customers loyal and zealously advocating their products for decades.

Are You Looking for Things We Referenced? • The Barefoot Spirit: How Hardship, Hustle, and Heart Built America's #1 Wine Brand - by Bonnie Harvey and Michael Houlihan • The goal-horn operator. The 'Split the Pot' seller. The Zamboni driver. Meet 8 behind-the-scenes people who make things go during Blackhawks games at the United Center. - by Jimmy Greenfield in The Chicago Tribune • Experience Points • Kenneth Cole Luggage

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

** Note: audio clip from "The Barefoot Spirit" used with permission.

EP106: Reprints, Recipes, and Re-Releases! Sep 29, 2020

Show notes

Learn about admitting mistakes before your customers notice them, building fans by sharing secret recipes, and revisiting the power of customer evangelism.

Bite-Sized Delight From the Episode: • Acknowledge Mistakes Before Customers Notice To Build Lifelong Loyalty - By reprinting a misprinted cover before Juniper Books' customers noticed a mistake, they garnered goodwill and affirmed their commitment to a remarkable product experience. • Embrace Employee Creativity and Enthusiasm - Normally experts at designing customer experiences, Chik-fil-a missed the opportunity to harness their employee's talent when she made a "secret menu hacks" Tik Tok video and instead fired her - leading to even more undesired publicity. • Build a Cult of Customers - Shep Hyken's book Cult of the Customer outlines a process for creating a corporate culture that is so focused on taking care of and tending to employees and customers, that the culture itself creates evangelists

Are You Looking for Things We Referenced? • Juniper Books (https://www.juniperbooks.com/) • Tik Tok - Chik-fil-a Menu Hacks • Experience Points - presented by Avtex • The Cult of the Customer - by Shep Hyken

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

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