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Learn about the brands consumers LOVE the most, a test that you definitely want to pass, and the retailers that are winning with in-store experiences. Bite-Sized Delight From the Episode: • Loved Brands Grow Faster - The third annual Brand Love report by Hootsuite and Talkwalker shows that loved brands grow 3X faster and the top brands are beauty and fashion because they deliver what customers want. • Playful Little Touches Get Noticed - StreamYard's "test audio" feature produces smiles with a playful song by two members of the StreamYard support team • Store Experience Still Matters - Brands that create a great in-store experience are attracting the 92% of customers who missed shopping in a store during the pandemic.  Are You Looking for Things We Referenced? • Brand Love 2022 - by Hootsuite and Talkwalker • Experience This - Episode 6 - "Robots, Pizza, and Music!" • "I'm on Hold" by Alex Cornell • StreamYard • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • "11 Brands Winning with Memorable In-Store Experiences" by Bobby Marhamat for RetailCustomerExperience.com • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman - keynote speaker and author of "Never Lose a Customer Again" Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about a pre-purchase experience that created a big purchase, a common occurrence with an uncommon resolution, and a regular service without regular scheduling. Bite-Sized Delight From the Episode: • Treating People Well is the Best Upsell - When a salesperson listens, empathizes, and answers questions directly (like the team at Mattress Galaxy) it builds the kind of trust and rapport that leads to great sales. • Make It Easy to Keep Doing Business With You - Customers move and when they do, making it easy to update their mailing address is a great way to continue receiving their business.  • Service Without Scheduling is Remarkable - Getting an oil change without scheduling an appointment is convenient, efficient, and easy - allowing Shimkat Motors to create a remarkable experience that builds affinity and loyalty. Are You Looking for Things We Referenced? • Mattress Galaxy • Experience This - Episode 69 - "Emojis, Surveys, and Sodas!" • Experience This - Episode 77 - "Cooks, Photographers, and Ditchers!" • Experience This - Episode 88 - "Ignoring, Chatting, and Returning!" • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Shimkat Motors - No Appointment Required Oil Changes • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman - keynote speaker and author of "Never Lose a Customer Again" Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about how one company rolled back a major decision after customer backlash, how immersive experiences have become all the rage, and how you can create experiences anywhere - even when a customer makes a mistake. Bite-Sized Delight From the Episode: • Listen AND Respond to Your Customers - When loyal customers backlashed at the elimination of a feature enjoyed by a small but vocal portion of users, TurboTax reversed their decision and re-instated the "ItsDeductible" program.  • Think Immersive for Your Experiences - As customers crave more immersive experiences, explore ways to deliver "above and beyond" like the Museum of Ice Cream in Chicago. • Make Mistakes and Errors Playful - A fun, playful, creative 404 error page is a great opportunity to bring surprise and delight to a customer that makes a mistake on your website. Are You Looking for Things We Referenced? • “Inside Perspective: From Harry Potter to Ice Cream, Immersive Experiences are Coming to Chicago: ‘Interactivity has been the trend’” - by Samantha Nelson in the Chicago Tribune • The Experience Maker - by Dan Gingiss • Dan's LinkedIn Discussion about 404 Error Pages • Experience This - Episode 26 - "Healthy, Error-Free, and Pregnancy!" • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman - keynote speaker and author of "Never Lose a Customer Again" Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about surprising interactions at a fantastic amusement park, a visit to a magical place - again, and going the extra mile to turn a bad experience into a remarkable one. Bite-Sized Delight From the Episode: • Gamify Your Customer Interactions - LEGOLAND offers a variety of unique, interesting opportunities for customers to explore the park, interact with staff, and experience surprise and delight moments every step of the way.  • Grow with Your Customers - Find new ways to deepen and augment the relationship with your veteran customers like Universal Studios Hollywood does by revisiting the customer experience on a regular basis to find ways to improve it! • It's Okay to Make a Mistake with a Customer "If" You Learn From It - Hiring employees that are committed to delivering remarkable customer experiences leads to creative moments like the Disney employee that quickly learned some Portuguese to interact with a guest. Are You Looking for Things We Referenced? • LEGOLAND California • Universal Studios Hollywood • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • “Disney Worker Surprises Guest's 4-year-old Son — Even After She Yelled at Him.” - by Emerald Pellot in Yahoo! News "In the Know" • Ryan Kelly - TikTok Story of Portuguese Spiderman • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman - keynote speaker and author of "Never Lose a Customer Again" Dan Gingiss - keynote speaker and author of "The Experience Maker"
Learn about e-commerce companies that are moving to brick-and-mortar, helping your customers save money, and a beloved brand that has people talking -- but not in a good way. Bite-Sized Delight From the Episode: • Bricks Might Save Clicks - the rising costs of doing business online is leading many e-commerce brands to open physical retail locations.  • Squeaky Clean Transparency Is Best - Green cleaning company Dropps chose complete transparency when announcing a shipping price increase to customers and earned loyal fans in the process. • Even Customers That Love You Will Only Tolerate So Much - While investors love Vanguard's products, not caring enough to answer the phone or solve customer service problems is frustrating their long-term customers Are You Looking for Things We Referenced? • How Bricks Might Save Clicks: Rising costs of doing business online is making physical retail more appealing for e-commerce brands - by Jinjoo Lee in the Wall Street Journal • Dropps - Green Cleaning Products • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Vanguard clients take to social media over customer service mishaps - by Erin Arvedlund in the Philadelphia Inquirer • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about using parodies to catch attention and stop social media scrolling, putting your customers first in every aspect of your business, and building raving fans with a generous grace period. Bite-Sized Delight From the Episode: • B2B Doesn't Give You Permission to be Boring2Boring - follow the example of Emily DeBrito Brady (TikTok: @emdibritobrady) and use humor and playfulness in your messaging to grab the attention of business buyers.  • Put Your Fans First - Savannah Bananas owner Jesse Cole offers a playbook for creating remarkable customer experiences in his brand new book, Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience! • Make it Delightful to Do Business with You - Rad Power Bikes makes it easy to purchase and easy to be a fan with their customer-centric policies and practices. Are You Looking for Things We Referenced? • Fallon-esque Thank You Notes - by Emily DeBrito Brady on LinkedIn • Follow Emily DeBrito Brady on TikTok: @emdibritobrady • Sweet Fish - podcast production agency for B2B brands • Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience - by Jesse Cole • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Rad Power Bikes • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about getting back to basics when everything else isn’t working, how changing the rules can inspire creativity and innovation, and the state of local businesses in a post-COVID world. Bite-Sized Delight From the Episode: • Get Back to the Basics of Focusing on Existing Customers - after years of trying to chase new customers, JC Penney's new CEO is focusing on retaining the local customers that already shop there.  • Make Your "Rules" Customer-Centric - When the Savannah Bananas wanted to enhance the experience of watching a baseball game, they designed a new set of rules for the game that were more fan-friendly, and in the process created a remarkable, entertaining, exciting experience. • Don't Forget the Local Experience - Podium's "2022 State of Local Business" research found that today’s consumers are looking for ease of doing business and price as the key differentiators for the local business experience. Are You Looking for Things We Referenced? • "JCPenney’s CEO Is Done Chasing New Customers. ‘We Are Loving Those Who Love Us.'" - Suzanne Kapner in the Wall Street Journal • The Savannah Bananas on MLB Radio • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • State of Local Business Report - by Podium • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about a warm welcome that creates new loyalty, key tricks for keeping going when the experience starts to wane, and the importance of a final positive experience before a customer leaves. Bite-Sized Delight From the Episode: • Make Sure Your Employees are Loyal to Your Loyalty Program - Loyalty programs only work if everyone on your team genuinely understands the benefits and can explain them succinctly to your customers. • Get Back to Basics - Alan Stein Jr.'s new book "Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout" offers tips and techniques for performing at a high level over an extended period of time - something every CX professional needs to do. • Make Canceling Easy - Offboarding is just as important as onboarding and is often the final memory a customer has of your brand when they go out into the marketplace and talk about their interactions with you. Make sure they have nice things to say by making it easy to quit doing business with you. Are You Looking for Things We Referenced? • Kwik Rewards • Dick’s Sporting Goods • Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout - by Alan Stein, Jr. • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • LawDepot • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about when good customers do bad things, the “last mile” in retail, and the “great expectations” of your customers. Bite-Sized Delight From the Episode: • It Could Always Be Worse - Customer experience professionals often worry about their customer fails and while we should always be trying to improve, it's also okay to laugh from time to time at customers' crazy expectations. • Don't Forget the Last Mile - If you sell products that are delivered to your customers, the experience of delivery to their front door is STILL part of your experience. Make sure you deliver all the way! • What Do Your Customers Really Expect? - Research from Chattermill shows that businesses may be delivering on their own expectations (internal), but most aren't meeting their customers' expectations (external). Are You Looking for Things We Referenced? • "43 ‘Customer Crimes’ That Customer-Facing Workers Can’t Stand" by Ross Yoder at BuzzFeed • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • "Great eCXpectations: How to Deliver the CX Your Customers Really Want" - by Chattermill • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about an immersive art experience that keeps you coming back for more, a 90th birthday party gone awry, and the importance of cross-cultural consciousness. Bite-Sized Delight From the Episode: • Explore Immersive Experiences - Immersive visual and audio components that bring old art to life in new and mesmerizing ways at the Van Gogh Immersive Exhibit offer inspiration for what brands can (and should) do to enhance and augment interactions with customers. • Don't Make Mistakes at Key Customer Milestones - A Listener Story relates how a series of mistakes for a customer hosting a 90th birthday celebration created a negative experience that will last for years to come. • Design Experiences to Cross Borders - By paying attention to language differences, Duo Lingo created a series of brand mascots that can transcend national borders and serve an international clientele. Are You Looking for Things We Referenced? • Immersive Van Gogh Exhibit - Minneapolis, Minnesota (and other locations) • Spotify Playlist for the Immersive Van Gogh Exhibit • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Free Time: Lose the Busywork, Love Your Business - by Jenny Blake • Conversation Corner with Help Scout • Duolingo • "How Zari, Bea, Lily, Lucy, and Lin came to life" by Emily Chiu and Sam Zabell • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about choosing between privacy and personalization, a meal prep delivery with only part of the meal, and how consumer preferences for online reviews are evolving. Bite-Sized Delight From the Episode: • Put Your Customers First with a Privacy First Mindset - Be deliberate and conscientious with your digital data policies to respect and honor the amount of customer data you collect and how you use it. • Don't Forget the Key Ingredients of a Remarkable Customer Experience - When a meal prep box service failed to include the protein, it was a mistake. When it failed to show empathy to the disappointed customer or to proactively fix the error, it delivered all the ingredients for a horrible experience that the customer felt compelled to share with others. • A Customer Review Strategy is a Must for Businesses - The 2022 Local Consumer Review Survey by brightlocal offers the newest research on how consumers are using online reviews to choose, trust, and understand the businesses offering services in their local area. Are You Looking for Things We Referenced? • "Is It Possible to Have Both Privacy and Personalization?” - by Michelle Hawley at CMSWire • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Jacksonville Public Library in Florida • Conversation Corner with Help Scout • Local Consumer Review Survey 2022 - by brightlocal • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about how drains can draw customer attention, a whopper of a delivery tale, and a 1 star ending to a 4 star offering. Bite-Sized Delight From the Episode: • Everything Speaks, Even Your Drain Covers - The commitment to customer experience is so great at The Savannah Bananas that an employee noticed rusty drain covers and replaced them with custom banana-themed drains - much to the surprise and delight of the team owners who always strive to put Fans First. • Partner with Like-Minded Businesses to Find Like-Minded Customers - DoorDash Dash Pass holders received exclusive access to Burger King's new Whopper Melt as a way to drive interest and orders with these two symbiotic businesses. • It's Okay If Customer Experiments Fail - The closure of Amazon's retail bookstores and 4-Star stores wasn't a failure because Amazon learned so much from the experiments and was willing to keep trying new ways to reach customers - even if it didn't work out the way they hoped. Are You Looking for Things We Referenced? • Jesse Cole - New Banana Drains (originally posted on LinkedIn) • Savannah Bananas • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • DoorDash Dash Pass • Burger King - Whopper Melt • Conversation Corner with Help Scout • “Amazon plans to shut down more than 50 brick-and-mortar stores” - by Karen Weise in The New York Times • The Non-Obvious Newsletter • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about how one restaurant is taking accessibility to new heights, putting the “customer” in “customer experience,” and what loyalty looks like when price doesn’t matter. Bite-Sized Delight From the Episode: • Accessibility Needs to Be Part of Your Customer Experience - Contento (a restaurant in New York City) excels at creating remarkable experiences for all patrons and especially those in wheelchairs as reported by Pete Wells in his article for The New York Times, "Accessibility Is a Right. This Restaurant Treats It That Way." • Forget What You Think, What Do You Know?! - Annette Franz's book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, emphasizes the importance of listening to your customers and incorporating their input into your experience design. • Increased Value Counters Price Increases - Amazon Prime realizes that they can increase prices for their subscription as long as they keep increasing the value of the membership. Are You Looking for Things We Referenced? • "Accessibility Is a Right. This Restaurant Treats It That Way." - by Pete Wells in the New York Times • Pizzability - Experience This Show!, Season 4, Episode 82 • Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business - by Annette Franz • Conversation Corner with Help Scout • Amazon Prime • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman  Dan Gingiss  
Learn about the improving experience of virtual reality, the evolving schedule of sharing content, and a simple way to add time to your day. Bite-Sized Delight From the Episode: • Virtual Is Becoming More Real - Attending a business meeting in virtual reality demonstrates that all businesses need to be thinking about the impact virtual reality will have on their business and the experiences they offer customers. • Play with the Pacing of Content Distribution - Critically acclaimed series The Marvelous Mrs. Maisel shifts from dropping an entire season to dripping content at a pace of two episodes per week - continuing to experiment with the optimal experience for their viewers. • Lose the Busywork, Love Your Business - Free Time by Jenny Blake offers an easy-to-implement approach for systematizing your business, creating better customer experiences, and making sure every question lives three lives.  Are You Looking for Things We Referenced? • John Bowen - CEG Worldwide  • Jayson Gaignard - MMT • Michael Potts - M2 Studios • Accenture Buys 60,000 VR Headsets  • Here's When Every New Marvelous Mrs. Maisel Episode Drops on Amazon Prime - by Emily Burack in Town & Country Magazine • The Marvelous Mrs. Maisel • Conversation Corner with Help Scout • Hooked: How to Build Habit Forming Products - by Nir Eyal • Free Time: Lose the Busywork, Love Your Business - by Jenny Blake • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about how to make marketing fun, the current state of customer experience, and avoiding the buzzwords that people love to hate. Bite-Sized Delight From the Episode: • Fun Interactions Creates a Fun Workplace - The more colorful and playful your brand, the more you will attract that type of customer and employee. • Happy Employees Equal Happy Customers - Based on research by GetFeedback, the relationship between employee experience and customer experience should be an infinity symbol - when employees are happy, they better serve customers, thereby making those customers happy.  • Beware Buzzwords - Using meaningless buzzwords leaves employees and customers confused, irritated, and wanting to run away from you and your offerings! Are You Looking for Things We Referenced? • Verblio - a fun place to work with fun marketing • State of CX Report - by GetFeedback • Conversation Corner with Help Scout • 31 Buzzwords That Employees Truly Hate - by Geoffrey James on Inc.com • 9 Business Buzzwords People Hate So Much They Won't Want to Work With You - by Minda Zetlin on Inc.com • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about auto-payments gone awry, naming the devices you love, and getting paid to be the delivery driver for your next takeout order. Bite-Sized Delight From the Episode: • When Striving for Easy, Make the Process Easy - Allowing customers to make automatic, recurring payments reduces friction and increases convenience - but ONLY if you make the sign up and implementation process smooth and easy! • What's in a Name? Personal Connection - Bose offers customers the option of personifying their noise cancelling headphones by giving them a name and in the process, creating a stronger bond between the user and their technological device. • Reward Your Customers for Your Labor Shortages - Domino's new "tip" for customers picking up their pizza offers a playful way to acknowledge the practical realities of delivery driver labor shortages. Are You Looking for Things We Referenced? • Bose Noise Canceling Headphones • Conversation Corner with Help Scout • Domino's Response to the Labor Crunch: Pick Up Your Own Damn Pizza - by Rebecca Deczynski in Inc.com • Press Release: Domino's Carryout Tips: Because You Earned It • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about a barista who showed genuine empathy for a customer in pain, a set of care and maintenance instructions that was seriously fun to read, and a theater experience that didn’t begin - or end - well. Bite-Sized Delight From the Episode: • Empathy Creates Customer Connection - While a complimentary coffee is nice, a barista showing empathy to a grieving customer makes for a memorable and remarkable interaction. • Even Your Instructions Can Be Entertaining - Goodr's Guide to Proper Eyewear Care & Maintenance brings a level of entertainment and humor to a retail product experience. • Don't Hide from Your Customers - The only thing worse than a bad customer experience is a complete lack of recourse because you can't contact anyone in the organization for help! Are You Looking for Things We Referenced? • Starbucks • Goodr Sunglasses • Conversation Corner with Help Scout • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about how to keep your customers happy when you don’t meet their expectations, the expanding QR code experience, and enhancing your offerings to meet your customers where they are at. Bite-Sized Delight From the Episode: • Messaging Creates and Confirms Customer Expectations - When bad weather impacted an Antarctic experience, casting travelers as "modern day adventures" made uncertainty easier to handle. • QR Codes are Back - To create the best customer experiences possible, you need to constantly be iterating and innovating when it comes to your use of technology - which means QR codes deserve another look in your business. • Remote COVID Testing Showcases Creative Brand Extensions - A remotely-confirmed COVID test result gives BinaxNow a premium offering - and experience - for travelers. Are You Looking for Things We Referenced? • Maverick1000 • Antarctica21 • Join Joey in Supporting Marine Protected Areas in Antarctica • Chilean COVID-19 Mobility Pass • Coinbase Super Bowl QR Code Advertisement • eMed Enabled COVID-19 At-Home Test and Lab Report • Rate and Review The Experience This! Show • Experience This Show! - past episodes Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss
Learn about a simple way to recognize your customers, a doctor engaging his patients to improve the office experience, and breaking down President Biden’s executive order on customer service. Bite-Sized Delight From the Episode: • Don't Miss the Chance to Wish Someone Happy Birthday - Every customer has a birthday - but few businesses make the time to acknowledge their customer's special day and create a little moment of delight in the process. • When In Doubt, Ask Your Customers - Dr. Ryan Stewart asked how to improve the design of his gynecology office and got fantastic suggestions from thousands of people - just because he asked. • Even the Federal Government Cares about Customer Experience - A new Executive Order from President Biden details specific actions the Federal Government is taking to enhance the experience of every citizen. Are You Looking for Things We Referenced? • Dan's Birthday Wishes • Dr. Stewart Wants Your Suggestions for His Office • An Executive Order on Transforming Federal Government Customer Experiences • Rate and Review The Experience This! Show • Experience This Show! - past episodes Learn more about the Experience This Show and the hosts:  Joey Coleman https://joeycoleman.com/ Dan Gingiss https://dangingiss.com/
Learn about how NOT to get someone’s attention in a first email, an in-depth review of Net Promoter Score, and when your phone is listening to the people around you. Bite-Sized Delight From the Episode: • CX Begins BEFORE Someone Becomes a Customer - Any interaction with a prospect (even a cold email outreach) starts to establish the future customer experience. Don't miss the chance to be remarkable and set the right tone for interactions you'll deliver in the future. • Make Sure You Use Net Promoter Score the Right Way - Fred Reichheld's newest book "Winning on Purpose - The Unbeatable Strategy of Loving Customers" shows that when used properly, NPS scores are still a valuable way to enhance your customers' experiences and improve your bottom line. • Listening to Your Customers Can Be Creepy - Using technology to listen to your customers' private conversations and then feed them targeted promotions can easily produce a negative experience. Are You Looking for Things We Referenced? • Winning on Purpose - The Unbeatable Strategy of Loving Customers - by Fred Reichheld • Rate and Review The Experience This! Show • Experience This Show! - past episodes Learn more about the Experience This Show and the hosts:  Joey Coleman https://joeycoleman.com/ Dan Gingiss https://dangingiss.com/
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