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Experience This!

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Location:

United States

Language:

English


Episodes

EP030: Grammar, User, and Listener!

4/17/2018
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How brands are using post-purchase engagement to position themselves in the lives of their customers, how one company turned a typo into viral marketing, and our listeners weigh in on the highs (and lows) of the hotel experience. Bite-Sized Delights From the Episode: Why post-purchase engagement is the future for great brands.How typos can turn into opportunities.What our listeners love and can’t stand about the hotel customer experience.What customer experience professionals need to...

Duration:00:35:42

EP029: Flying, Frying, and Exercising!

4/10/2018
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How Peloton’s customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC’s clever response to a chicken shortage. Bite-Sized Delights From the Episode: How Peloton’s customer service response turned a bad experience into a memorable one.Delta’s unique approach to helping folks fly with kids.KFC’s edgy ad in response to a chicken shortage crisis in the UK.Why millennials want the mobile experience more aligned with the in-store...

Duration:00:31:41

EP028: Peeing, Agreeing, and Foreseeing!

4/3/2018
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How even a restroom can make for an unexpected customer experience, what most businesses miss about the importance of employee interactions, and why simple is good for everyone. Bite-Sized Delights From the Episode: Why an unexpected customer experience creates powerful word-of-mouth.The difference between how you think you impact your brand and how customers experience it.How you can take a page from the Cubs.An opportunity to learn more about customer experience. Are You Looking for...

Duration:00:38:27

EP027: Cyclists, Duck Boots, and Restroom Signage!

3/27/2018
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How small customer experience improvements can add up to big changes, why signs tell you more than just where the bathroom is, and the do's and don'ts of return policies. Bite-Sized Delights From the Episode: How you can use small customer experience improvements to make a big impact.Why L.L. Bean changed their famous return policy.What office signage says about worker morale.Using customer segmentation to deal with problem customers. Are You Looking for Things We Referenced? "This...

Duration:00:31:44

EP026: Healthy, Error Free, and Pregnancy!

3/20/2018
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How you can turn mistakes into customer experience opportunities, IKEA’s risky marketing move that pays off, and what we can learn from a great meal delivery service. Bite-Sized Delights From the Episode: How the 404 error message can turn mistakes into customer experience opportunities.A great meal delivery service’s tricks for serving a great experience along with lunch.IKEA’s bold experiential ad campaign.The origins of CRM. Are You Looking for Things We Referenced? "404 Error Page...

Duration:00:32:57

EP025: Confusing, Training, and Tripping!

3/13/2018
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Why technology is never as easy as it should be, how a commuter train line uses a simple piece of paper to change your workday, and one man’s journey across all 50 states. Bite-Sized Delights From the Episode: What you can learn from one commuter train line about anticipating your customer’s needs.Why listening to customers is more vital than ever as technology gets more and more complicated.Chris Strub’s journey volunteering in 50 states over 100 days.What you can learn about customer...

Duration:00:29:09

EP024: Science, Slime, and School!

3/6/2018
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This week we look at things from a kids-eye view: how one company is making learning about science into an experience for kids, what some real kids think about science when it’s fun, and what kids love and can’t stand about going to school. Bite-Sized Delights From the Episode: What classroom learning can teach us about creating a remarkable customer experience.How one teacher has created a company that changes the way kids experience science.How our experiences at school carry over into...

Duration:00:35:56

EP023: Sharks, Salespeople, and Secrets!

2/27/2018
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How getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you'll never forget, and the difference between a good salesperson and a great salesperson. Bite-Sized Delights From the Episode: Why The First 100 Days®are key to creating lifelong customersHow one company blended information, fun, and experience to create an unforgettable day on the ocean.Why being a great salesperson means being a good person.Why customer retention is one of the best...

Duration:00:41:29

EP022: Working, Learning, and Recovering!

2/20/2018
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Why customer service and marketing must collaborate, the dos (and don’ts) of conferences, and why a phone call is more important than you think. Bite-Sized Delights From the Episode: How REI’s customer service and marketing collaborate to provide a coordinated customer experience.The keys to throwing a great conference, and what you need to look out for.How typos and dated paperwork made a bad experience even worse.Why most customers still prefer to reach you by phone. Are You Looking...

Duration:00:35:37

EP020: Stars, Freezing, and Bystanders!

2/13/2018
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How one hotel group won more Michelin stars than any other, why thinking ahead is the best way to surprise your customers, and why the people with your customer are just as important as your customer. Bite-Sized Delight From the Episode: How a surprise made Joey’s stay at a hotel remarkable.What Mandarin Oriental did to win more Michelin stars than any other hotel group in the world.Businesses that win big by taking care of the “bystanders” who come along with their customers. Are You...

Duration:00:33:06

EP021: Doing More, Engaging More, and Charging More!

2/6/2018
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Why MORE means more for your customers, a simple and free idea to build customer relationships, and what you can learn from a Manhattan electronics store's "creative" prices. Bite-Sized Delight From the Episode: How something unrelated to your business can be a great way to build strong customer relationships.Why making your life harder is the best way to make the customer experience better.Joey’s fateful trip to a Manhattan electronics store with a “creative” pricing system.Why customer...

Duration:00:29:54

EP019: Branding, Amazing, and Lagging!

1/30/2018
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Why customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate. Bite-Sized Delight From the Episode: Customer experience creates your brand, not the other way around.Being consistently amazing is about building amazing habits.Why customer experience is the biggest opportunity of 2017. Are You Looking for Things We Referenced? Why the customer experience function should now be in control of the brandBe...

Duration:00:30:12

EP 018: Mickey Mouse, S’mores, and A-ha!

1/23/2018
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A look at how Disney is using CX analytics, what an incredible dinner can teach you about making a memorable customer experience, and what an 80s classic has to do with building your brand. Bite-Sized Delight From the Episode: How Disney uses cutting edge tech to remove friction and deliver a memorable customer experience.The ingredients that make Flagstaff House an experience you’ll never forget.What you can learn from the Ah-ha’s acoustic version of their seminal 80s classic, “Take On...

Duration:00:35:26

EP 017: Trendy, Chewy, and Every!

1/16/2018
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Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key. Bite-Sized Delight from the Episode: Why a remarkable customer experience is the best way to create word-of-mouth marketing.Where experts think CX is headed in 2018: AI, conversational commerce, more seamless and omnichannel customer journeys, and social media.Smart companies turn problems into opportunities, even if it’s a problem...

Duration:00:32:36

EP016: Glowing, Sporting, and Surprising!

1/9/2018
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Why exceptional customer service doesn't happen by accident, how to surprise and delight your customers, and the lessons we can learn from going to the big game. Bite-Sized Delight from the Episode: Surprise and delight isn’t a strategy, it comes from going above and beyond when you don’t have to.Great customer service means constant work and a commitment to your employees.At the end of the day, employees are always central to the customer experience. Are You Looking for Things We...

Duration:00:36:28

EP 015: Salespeople, Cease and Desists, and Principles!

1/2/2018
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Why you shouldn't be afraid to publicly admit your mistakes, how Netflix brought fun to its required communications, and how you can harness the power of positive feedback. Bite-Sized Delight From the Episode: Great customer service starts with leadership.Having fun with required communications can buy you a lot of good will.Experiential marketing helps customers understand your value by trying it for themselves. Are You Looking for Things We Referenced? Episode 9 - How Restaurants,...

Duration:00:32:52

EP014: Gas, Culture, and Hooch!

12/19/2017
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Bite-Sized Delight From the Episode: Are You Looking for Things We Referenced? Toister Performance SolutionsThe Service Culture HandbookSleepless Over Customer Experience: Small Business Leaders Top Sales and Service Concerns and How to Fix Them Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Duration:00:33:35

EP013: Invisibility, Availability, and Readability!

12/12/2017
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We look at everything that goes into providing an exceptional customer experience, from making a positive impact when your customers contact support to the crucial element of face time with customers for each member of your organization. Bite-Sized Delight From the Episode: All employees can benefit from dealing with customers.Be clear about what you can and can’t do and manage expectations.Your customer experience is being compared to everyone, not just companies in your industry. Are...

Duration:00:30:41

EP012: Marshmallows, Cocktails, and Doorknobs!

12/5/2017
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Bite-Sized Delight From the Episode: Encouraging employees to walk a mile in customers' shoes can only make your customer experience better.Shockingly few business owners prioritize building customer relationships.Often, it's the tiny details that elevate a customer experience from lackluster to luxurious. Are You Looking for Things We Referenced? Why Hyatt Designed Its New Headquarters To Feel Like Its HotelsSleepless Over Customer Experience: Small Business Leaders Top Sales and...

Duration:00:31:55

EP011: Legalese, Movies, and Saying Please!

11/28/2017
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Bite-Sized Delight From the Episode: Delta is delighting passengers with its new (totally free) in-flight entertainment streaming platform.Household AI technologies may be shaping children's development.Yes, consumers do attach a monetary value to first-rate customer experience. Are You Looking for Things We Referenced? Growing Up with AlexaDigital Transformation: 3 Areas of Customer Experience to Invest in Right Now Get more resources and the full show notes at...

Duration:00:28:06

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