Experience This!

Latest Episodes:

EP105: Caffeinating, Protecting, and Hydrating! Sep 22, 2020

Show notes

Learn about working from home - from a coffee shop, creative evolution to the classroom experience, and how "not juice" became a hit for a juice company.

Bite-Sized Delight From the Episode: • Stay Connected to Customers with Physical Contact - Virtual backgrounds from Starbucks allow loyal customers to feel connected to their usual "third space" even when confined to their home. • Classroom Creativity Allows for Student Certainty - Turning desks into Jeeps gives first graders a playful way to navigate fears and concerns about COVID-19. • Become Known for the Opposite of What You're Known For - A generous donation of "not juice" allows Capri Sun to help out during a pandemic.

Are You Looking for Things We Referenced? • Starbucks Virtual Backgrounds • Two Florida teachers turned their students' desks into little Jeeps to make social distancing less scary • Not Juice Capri Sun Taste Test

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

EP104: Canadian Professors, Apple Cards, and Inflatable Pools! Sep 15, 2020

Show notes

Learn about talking to customers in uncertain times, a remarkable credit card experience, and the power of Cracker Jack-esque surprises.

Bite-Sized Delight From the Episode: • Concrete Communication in Uncertain Times - Using concrete, specific language helps give customers confidence in your ability to help them navigate uncertain times. • The Apple Credit Card - Changing the Landscape Again - By designing an aesthetically pleasing, customer-friendly credit card Apple hopes to reinvent yet another category. • Inflatable Pools with a Free Prize Inside - An unexpected free gift (that would normally be an upsell) helps connect end users to the manufacturer - even thought the item was purchased through a third party.

Are You Looking for Things We Referenced? • Speaking to Customers in Uncertain Times - by Packard, Moore, and McFerrin in the M.I.T. Sloan Management Review • The Apple Credit Card • Cracker Jack-esque Surprises

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

EP103: Pivoting, Celebrating, and Dedicating! Sep 08, 2020

Show notes

Learn about major shifts in customer expectations, a not-so-average birthday celebration, and turning customers into raving fans.

Bite-Sized Delight From the Episode: • COVID-19's Impact on Customer and Employee Experience - The pandemic has spurred digital and home delivery models as fast growing trends, while an added desire for safety continues to emerge for both customers and employees. • Add a Little Sparkle to Your Interactions - By replacing the expected (cake and candles) with the unexpected (sparklers and handmade chocolates), Fleming's Steakhouse creates a remarkable birthday celebration. • Fanocracy: Turning Fans into Customers and Customers into Fans - David Meerman Scott and his daughter Reiko show how "fandom" is something any organization or person can create.

Are You Looking for Things We Referenced? • How Coronavirus is Shaping Consumer Trends - by Sitel Group • Adapting Customer Experience in the Time of Coronavirus - by McKinsey • Fleming's Prime Steakhouse & Wine Bar • Fanocracy: Turning Fans into Customers and Customers into Fans - David Meerman Scott and Reiko Scott

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

EP102: Cabos, Cameos, and Canadian! May 19, 2020

Show notes

Learn about infusing remarkable into your common interactions, switching the default mode to something legendary, and gaining attention with an international perspective..

Bite-Sized Delight From the Episode: • The Experience Before the Experience Matters Too - By starting the experience before a guest is even checked in, the Montage Los Cabos creates raving fans and repeat customers. • Your Voice Matters More Than Ever - Playfully incorporating voice technologies into your customer interactions will allow you to stand out from the crowd and be ahead of the noise. • Think.Do.Say. - Ron Tite's actionable and entertaining book Think.Do.Say. offers a playbook for creatively capturing the attention of increasingly distracted consumers.

Are You Looking for Things We Referenced? Montage Los Cabos You Can Now Have John Legend as Your Google Assistant Voice - by Jordi Lippe-Mcgraw in Architectural Digest Think. Do. Say. – by Ron Tite

Get more resources and the full show notes at http://ExperienceThisShow.com. Thanks for joining us for Season 5 and we'll see you soon for Season 6!

EP101: Curation, Creation, and Contention! May 12, 2020

Show notes

Learn about what the past decade can teach us about the next decade, how a bespoke publisher creates raving fans, and how the future of personal information is going to get even more messy.

Bite-Sized Delight From the Episode: • Pay Attention to Customer Trends - By considering global expectation shifts like the ones presented in Rohit Bhargava's fantastic book Non Obvious Megatrends, the business of today is ready for the customer of tomorrow. • Making Things Beautiful Rockets Your Business Forward - Incorporating aesthetic, design, and hyper-personalization allows you to stand out in the crowd and build a legion of raving fans like Juniper Books. • Allow for Convenience, But Protect Privacy - Walking the fine line of making it easier to do business with you, while protecting your customers' personal data, is a tightrope that every business needs to walk in 2020 and beyond.

Are You Looking for Things We Referenced? Non Obvious Megatrends - by Rohit Bhargava Juniper Books For the Love of Books - Thatcher Wine The Convenience Revolution – by Shep Hyken

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

EP100: The Best of the Best from 100 Episodes! May 05, 2020

Show notes

Join us as we look back on some of our favorite customer experience stories and celebrate our 100th episode with our "Best of the Best" show.

Bite-Sized Delight From the Episode: • Unique Customer Experiences Get Talked About - The common thread in our top 5 "This Just Happened" segments? Create an experience that your customers want to tell everyone about… and they will do just that. • Every Single Element of the Experience Deserves Your Attention - When every touchpoint is part of one cohesive experience, the impact is noticeable, significant, and long-lasting. • Just Because Something is Required, Doesn't Mean it Needs to Be Boring - Evaluate every customer touchpoint that you're required to have in your business and look for ways to make it remarkable!

Are You Looking for Things We Referenced? EmpowerCX Now - podcast hosted by Joey Coleman and Dan Gingiss featuring our friends at Sitel Group

Thanks for listening to our first 100 episodes and here's to 100 more!

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

EP099: Training, Explaining, and Draining! Apr 28, 2020

Show notes

Learn about a memorable employee onboarding experience, insurance for your pizza, and the cost of poor customer experience.

Bite-Sized Delight From the Episode: • Investing in Employee Experience with Continuing Education - By investing heavily to create an immersive employee onboarding program at Deloitte University, the company proves their commitment to continuing education for all team members. • Mitigating Fears with Unexpected (but Appreciated) Insurance - By removing any apprehension for a delivery mishalf, Domino's Pizza gives customers the confidence to trust delivery of their dinner and put the act of getting food to the dining room table in the hands of a stranger. • The Cost of Neglecting Customer Experience - While the benefits of good customer experience are clear, there are real financial costs to negative customer experience including loss of sales, reputation, customers, and talented staff.

Are You Looking for Things We Referenced? • How Deloitte's $300 Million Investment In Employee Experience Is Paying Off - by Dan Gingiss in Forbes.com • Deloitte University • Domino's Carry Out Insurance Commercial • The Cost of Neglecting Customer Experience - by Benedict Clark in Acquire

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

EP098: Composting, Selecting, and Hydrating! Apr 21, 2020

Show notes

Learn about mobile phone cases you can bury in your garden, special privileges for those that make green choices, and the shifting expectations of thirsty customers!

Bite-Sized Delight From the Episode: • Trendy and Environmentally Conscious Go Together - Pela Case offers a stylish mobile phone case that is study, well-built, trendy, and environmentally conscious - leading to raving fans all over the world. • Every Customer Touchpoint Shows What You Value - More and more customers are looking for organizations that do their part to help the environment and "green" parking spaces are but one way to signal the type of customer you're trying to attract. • Change Your Business to Meet Shifting Expectations - As customers change what they expect, the best businesses shift their operations to meet customers' new behaviors. Delta Airlines and the Atlanta Airport conserve and restore water by installing reusable water bottle filling stations throughout the airport to the delight of their increasingly environmentally conscious customers.

Are You Looking for Things We Referenced? • Pela Case - compostable mobile phone cases • Delta Airlines Water Conservation and Restoration Project

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

EP097: Servicing, Calling and Relaxing! Apr 14, 2020

Show notes

Learn about Amazon's approach to customer service, a nefarious attempt to silence customers, and the unique challenges of replacing a mattress you don't want.

Bite-Sized Delight From the Episode: • Customer Service Tenets for Everyone - Amazon's Six Tenets of Customer Service offer a roadmap for creating effortless, efficient interactions. • Prioritizing Money Can Cost You Customers - While research from the University of Minnesota shows that making it hard for consumers to complain has a financial upside, the long term cost to your customer experience reputation isn't worth it. • The Less Effort the Better - By making it simple and easy to return a purchase, companies get people talking and build long-term trust.

Are You Looking for Things We Referenced? • 6 Customer Service Tenets Used By Amazon To Create Effortless Experiences - by Dan Gingiss, Forbes.com • 'Your call is important to us': Not really, University of Minnesota study shows - by Jackie Crosby, Minnesota Star Tribune

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

EP096: City Planning, Flame Fanning, and Palm Scanning! Apr 07, 2020

Show notes

Learn about the connected community of the future, the response to the robot invasion, and paying for anything with one hand behind your back.

Bite-Sized Delight From the Episode: • Connect it All Together - Toyota's new Woven City promises to combine environmentally friendly buildings, modern technology, and immersive experiences into the city of the future. • When Everyone Focuses on Technology, Go Back to Basics to Stand Out - FirstBank positions itself against the competition by offering 24/7 human support - instead of chatbots and AI-enabled assistants. • Make it Beyond Easy for Your Customers to Pay - Amazon is betting on a new technology that will make payment so easy, customers will just need to wave their hand.

Are You Looking for Things We Referenced? • Toyota's Creepy New "Prototype Town" is a Real-Life Westworld - by Lilly Smith, FastCompany.com • FirstBank • Cash, Plastic or Hand? Amazon Envisions Paying with a Wave - by AnnaMaria Andriotis, Wall Street Journal

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

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