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Learn about an environmentally friendly ketchup bottle, a song for the age we’re living in, and a pre-written thank you card that will make you smile.  Bite-Sized Delight From the Episode: • Is Your R&D Focused on Enhancing Your CX? - Heinz spent over 185,000 hours and $1.2 million to create a new, fully-recyclable ketchup bottle cap - because it was the right thing to do for the environment and their increasingly environmentally-conscious customers. • Give Your Customers What They Want Before the Go - Ryan Anderson's catchy parody song reinforces the importance of making the customer experience better before your website visitors leave in frustation because they can't easily find what they want. • Little Surprises Create Big Connections - Including a pre-written thank you note along with a child's birthday gift is a great way for the creative team at Wicked Uncle to connect their customers (those who purchase gifts for children) to their customers' customers/end users (the children that receive these gifts). Are You Looking for Things We Referenced? • “Why Heinz Spent 185,000 Hours Redesigning This Ketchup Bottle Cap" - by Adele Peters on FastCompany.com • Ryan Anderson's website experience parody "Before You Go"  • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime  • Wicked Uncle - perfect gifts for brilliant children • 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 the rapidly changing digital landscape, an airline that’s trying to make sitting in the middle seat fun, and what makes the Starbucks experience so remarkable.  Bite-Sized Delight From the Episode: • In Times of Uncertainty, Listen More - With so many massive changes in the digital environment, approach new platforms and technologies with a great deal of curiosity, but a healthy dose of skepticism. When in doubt, double down on the places your customers already frequent.  • Turn Your Worst Offering Into Something Exciting - Virgin Australia's creative lottery system offers prizes to those customers willing to endure the dreaded middle seat.  • Turn the Ordinary Into Extraordinary - Joseph Michelli's experience design classic "The Starbucks Experience" outlines 5 key principles any company can use to make their customer interactions extraordinary.  Are You Looking for Things We Referenced? • “Airline Launches Lottery to Entice More Passengers to Sit in the Middle Seat" by Maggie Hiufu Wong at CNN Travel • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime  • The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary - by Joseph A. Michelli • 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 to deliver unreasonable hospitality, a meal featuring your name in lights, and a great way to turn a mistake into marketing.  Bite-Sized Delight From the Episode: • Be Unreasonable with Your Hospitality - Will Guidara's page-turner "Unreasonable Hospitality" details his journey turning a two-star brasserie into the world's #1 restaurant by focusing on over-the-top interactions and story-worthy flourishes.  • The Experience Starts Before the Meal - Partage's light-up table in their private dining room creates a remarkable experience for a meal before the food is even on the plate! • Turn Your Mistakes Into Marketing - Punch Pizza's proactive outreach acknowledging a hiccup in their service, what they learned, and a request to "give them another chance" turned a first-time customer into a long-term advocate. Are You Looking for Things We Referenced? • “Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect” by Will Guidara • Partage modern French dining in Las Vegas • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime  • Punch Pizza • 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 the evolving meaning of emojis in conversation, the sound of focusing on your core customers, and some innovative examples of immersive live event experiences.  Bite-Sized Delight From the Episode: • Be Careful with Your Emojis - Emojis can have VERY different meanings depending on the age of the person sending and/or receiving the message. • It Sounds Like You Could Focus More - Bose is refocusing on their core offerings after straying from its core audience. Make sure that your offerings and experiences are focused in on what matters most to your customers. • Immersion is Increasingly the Expectation for Live Events - The more immersive and engaging your events are, the more memorable they are for participants. That means they will go back to the office and tell people about it, encouraging others to attend in the future. Are You Looking for Things We Referenced? • "The final word: Is the thumbs-up emoji dead?" - by Ayesha Rascoe on NPR • "How Bose’s Marketing Chief is Cutting Through the Noise" - by Sam Forsdick in Raconteur • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime  • Professional Associations for Customer Engagement (PACE) • Sprinklr Unifiers Roadshow • 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 less than logical checkout experience, the evolving role of mobile apps in banking, and an UN-VEGAS hotel in Las Vegas.  Bite-Sized Delight From the Episode: • Sequencing of Customer Interactions Matters More than You Might Think - Make sure to use logic when creating customer interactions - especially those that happen in person. Customers want interactions to be logical and seamless, similar to the interactions they have come to expect from their online transactions. • Mobile Matters! - Research from the banking industry shows that customers are expecting more and more of their interactions to happen on mobile. You need to double down on your mobile operations to allow customers to interact where they want to and where they find it most convenient.  • Little Things Can Have a Big Impact - thoughtful design of required elements of a business (walls, do not disturb signs, and housekeeping envelopes) creates standout moments and memories at the ENGLiSH Hotel in Las Vegas. Are You Looking for Things We Referenced? • Humanizing the Bank Customer Experience 2022 • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime  • The ENGLiSH Hotel in Las Vegas • Shelly Gray - Director of Sales & Marketing at The ENGLiSH Hotel in Las Vegas • 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 the psychology behind buyer decisions, what banking customers are looking for from their bank, and a car-buying experience with long-lasting effects.  Bite-Sized Delight From the Episode: • B2B Still Involves Humans - Just because you operate in a B2B environment, doesn't mean your communications should lack a human touch. To make the most of the B2B Risk-Reward Gap, pay attention to the personal needs of the individual that is your point of contact with your customer. • Don't Rest on Your Relationships! - Banks have long term customers but shouldn't take that loyalty for granted. There are many opportunities to enhance the personalized services, rewards, and mobile experiences that engage and retain bank customers. • Failing to Deliver with New Customers Is a Disaster - the first few weeks and months of a customer relationship are the most important. Make sure to delivery and even over-deliver in this crucial time period. Are You Looking for Things We Referenced? • “Why B2B Buyers Choose the Safest, Rather than the Best, Solution" - by Ian Bruce (VP and Principal Analyst, Forrester Research) and Mike Pregler (VP and Research Director, Forrester Research) • Humanizing the Bank Customer Experience 2022 - by American Banker and Monigle • 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 the importance of keeping your customers in the loop, the sound of customer silence, and the power of creative storytelling!  Bite-Sized Delight From the Episode: • Keep Your Customers Informed - Research by Instacart shows that keeping customers aware about inventory and managing their expectations about availability leads to increased order frequency and increased lifetime value of the customer. • Try Being Quiet - Explore the experience created by Amsterdam Schipol Airport and stores in Dublin by considering what it would be like to create a "quiet experience" for your customers. • The Better the Story, the Better the Experience - A playful, edgy story (like laundering in a bank in the Ozarks) creates the kind of intrigue and curiosity that makes customers want to stay at the Bank Haus. Are You Looking for Things We Referenced? • “Why You Should Warn Customers When You’re Running Low on Stock" - by Benjamin Knight (Senior Data Scientist at Instacart) and Dmitry Mitrofanov (assistant professor of business analytics at the Carroll School of Management at Boston College) in the Harvard Business Review. • Amsterdam Schipol Airport • Experience This - Episode 82 - "Pizzability, Usability, and Adaptability!" • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Touch Stay - Digital Welcome Book  • The Bank Hause - Marthasville, Missouri rental with great story conceived by Tyann Marcink Hammond • 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 how proactive customer service can increase loyalty, why timing is everything, and how to have fun with paying bills!  Bite-Sized Delight From the Episode: • Proactively Reach Out to Customers - ComEd's "Storm is Coming" email helps customers to be prepared and stay informed in a challenging time. How can you let your customers know you are aware and paying attention to things that will effect them? • Move Quickly and Respond Even Faster - Jay Baer's new "Time to Win: 2022 Consumer Patience Study" found two-thirds of respondents say speed is as important at price! • Every Interaction is a Chance to Be Memorable  - A playful way of delivering the bill (in the tines of a fork!) makes a trip to Breakfast Republic in San Diego remarkable and entertaining.  Are You Looking for Things We Referenced? • ComEd (Commonwealth Edison Company) • Experience This - Episode 140 - "De-Escalation, Refridgeration, and Communication!" • The Time to Win: 2022 Consumer Patience Study - by Jay Baer • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • The Experience Maker Newsletter • Breakfast Republic California • 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 playful way to serve niche audiences, incorporating pop culture into your customer messaging, and a way to get your customers engaging with you every single day… for weeks on end!  Bite-Sized Delight From the Episode: • Connect the Niches Within Your Customer Base - DuoLingo's language course for High Valyrian (a conlang from Game of Thrones) connects sub-segments of their customer base in a playful, engaging way. • Every Customer Interaction is a Chance to Be Remarkable - Wistia's Terms of Service make Star Wars fans smile by referencing the infamous text scroll popularized in the movies. • Challenge Your Customers to Use Your Products More - The Kindle Challenge gamifies reading, encouraging owners to use their Kindle frequently and consistently in order to win badges.  Are You Looking for Things We Referenced? • "An update is coming… to our High Valyrian course!" - from the DuoLingo blog • Experience This - Episode 161 - "Van Gogh, Oh No, and Duo!" • May the 4th Be with You - Wistia Terms of Service • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Amazon Kindle Challenge • 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 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
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