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EP064: Robots, Acronyms, and iPhones!

Learn about a coffee shop without any people in it, a bank advertisement without understandable words in it, and what we love and can't stand about that one device with so many cool things in it! Bite-Sized Delight From the Episode: • How to stand out from the competition with robotic and technological enhancements. • How to avoid customer confusion by using understandable language. • What we can learn from smartphones when thinking about our own product/service development. Are You...


EP063: Prima Donnas, Penguins, and Pasta!

Learn about using experience to attract new audiences, building natural tourist attractions, and an Italian meal to remember - in Australia?! Bite-Sized Delight From the Episode: • How to engage your audience early on to build long-term fans. • How to design every aspect of your engagement to serve the product and the customer. • How to design a business where the front line employees are as valuable to your reputation as your product or service. Are You Looking for Things We...


EP062: Responding, Rescheduling, and Recovering!

Learn about new tactics to enhance your customer service in social media, how one school district deals with frustrated parents on snow days, and the airline that saved a wedding. Bite-Sized Delight From the Episode: • How to better serve your customers across all social media platforms. • How to explain and empathize when communicating about unfortunate situations that will impact your customers. • How to go the extra mile for a customer - and provide the opportunity for others to...


EP061: Premium Service, Curriculum and Packaging!

Learn about why some customers should get better service than others, the keys to employee learning and development, and how you can use packaging to make a great first impression. Bite-Sized Delight From the Episode: • How levels of service can differ depending on how “frequently” you are a customer. • How to maximize life long learning across your employee base. • How memorable packaging can make a lasting and powerful first impression. Are You Looking for Things We Referenced? •...


EP060: Glasses, Voices, and Choices!

Learn how one company used a modern vision to disrupt a centuries old industry, how technology makes it easier to listen to the voice of your customers, and how a credit card company optimizes for cardholder choice and convenience. Bite-Sized Delight From the Episode: • How taking care of the kids can make a retail experience delightful for the parents. • How listening to the silence can help you understand what your customers are thinking. • How anticipating what your customers need...


EP059: Liberals, Conservatives, and Can't We All Just Get Along!

Learn about how extreme political views can affect your customers’ decision making, why the U.S. federal government shutdown had wide ranging “experience” impact, and how brands can help unite a divided nation. Bite-Sized Delight From the Episode: • How the extreme political beliefs of your customers can impact your customer experience. • How to turn challenges your customers face into moments of customer experience delight. • How your organization can help unite a divided...


EP058: Individuals, Ichiban, and Interest!

EmpowerCXLearn about cutting edge customer journey mapping, counting the many customer experiences of Tokyo, Japan, and what to do when someone wants to learn more about your company but isn't quite ready for the sale. Bite-Sized Delight From the Episode: • How mapping individual customer journeys on a case-by-case basis creates remarkable touchpoints. • How the attention to detail in Tokyo, Japan makes for breathtaking interactions. • How to properly handle inquiries that aren’t ready...


EP057: Vegetables, Rebellions, and Sneakers!

Bite-Sized Delight From the Episode: • How “re-branding” bad produce creates loyal customers. • How author Mark Schaefer sees customers as leading the next marketing rebellion. • How Stephen Curry took the time to address a loyal fan - and change the conversation around gender-based products. Are You Looking for Things We Referenced? • Imperfect Produce • Marketing Rebellion: The Most Human Company Wins - by Mark Shaefer • The Curry 6 Get more resources and the full show notes at...


EP056: Surveys, Situations, and Saviors!

Learn what customers have to say about customer experience, how packaging can be designed for specific situations, and how one pizza brand saved New Year's Eve. Bite-Sized Delight From the Episode: • Why customers want to share their positive brand experiences online. • How the best companies anticipate their customers’ wants and needs when designing the packaging for their products. • How DiGiorno’s pizza “saved the night” when Papa John’s and Domino’s failed to deliver. Are You...


EP055: Instructions, Introductions, and Resolutions!

Learn how a cable company made it easier to find the shows you want, a personalized way to introduce yourself to new customers, and a collection of New Year's resolutions from the world of customer experience. Bite-Sized Delight From the Episode: • How using voice technology can help all of your customers use your products and services better. • How personalized video messages help get new customer relationships off to a great start. • How to develop New Year’s resolutions to enhance...


EP054: Tribal, Technical, and Bibliographical!

Learn about implementing ancient wisdom into your employee and customer training efforts, taking a painful process and making it enjoyable every step of the way, and using iconic talk triggers to conveniently enhance your customer experience. Bite-Sized Delight From the Episode: • How tribal teachings around observation, story-telling, and gamification provide insight about effective training. • How removing obstacles can enhance your customers’ enjoyment and ease of use. • How three...


EP053: Reindeer, Jingle Bells, and Santa Claus!

Enjoy the “Christmas carol” versions of a call center agent best practices, the downside of a new website, the value of customers, the importance of keeping customers, the impending arrival of AI bots, twelve things to fix in the new year, and a holiday wish for listeners of the show. Bite-Sized Delight From the Episode: • Randy the Call Center Agent (Rudolph the Red Nosed Reindeer) • Navigating Your New Homepage (Winter Wonderland) • Customers! (Jingle Bells) • Keep the Customers...


EP052: Caffeinated, Educated, and Articulated!

Learn about a coffee shop that helps patrons get their mojo on, how to leverage the knowledge of all of your customers in one place, and why words matter - if you want to sound smart. Bite-Sized Delight From the Episode: • How Mojo Coffee in Chicago stands out in the marketplace by focusing on (1) the in-store customer experience and, (2) the employee experience. • How online communities and help your customers succeed in using your product while also driving them back to your website...


EP051: Fliers, Criers, and Clippers!

Learn about avoiding turbulence at 35,000 feet with Delta Airlines, how to properly welcome someone at the border courtesy of UK Customs, and getting a haircut - at the airport?! Bite-Sized Delight From the Episode: • How Delta Airlines was able to use technology and thinking collaboratively with their pilots to make their flights the smoothest in the sky. • How giving new customers (or new visitors to your country) a "warm embrace" helps set the tone for a remarkable experience. • How...


EP050: Bankruptcy, Advocacy, and Currency!

Learn about the reasons why so many big brands are disappearing, the best customer service email ever, and freedom of choice at the ATM. Bite-Sized Delight From the Episode: • Why almost every industry is suffering from commoditization, low barriers to entry, and low switching costs for consumers - which is forcing companies to adopt a customer-centric mindset instead of a product-centric mindset in order to stay afloat. • How a pet brand continues to build life-long customers, time and...


EP049: The Banksy, The Employee, and The Birthday!

Bite-Sized Delight From the Episode: • What happens when the “experience” becomes the “product” we are selling to customers and the “product” is the “experience” they are buying. • How brands that focus on creating a remarkable employee experience, end up getting a remarkable customer experience in the process. • How to maximize analog experiences in a digital world. Are You Looking for Things We Referenced? • “Banksy's shredded Sotheby's art was a rebuke of empty consumerism from a...


EP048: Navigating, Motivating, and Integrating!

Learn how the words in your website navigation actually make a difference, how saying the right thing can turn a failure into another try, and why aligning your internal culture with your brand may be the secret to some of the world’s most successful companies! Bite-Sized Delight From the Episode: • How the labels used for your website navigation make a difference when it comes to customer retention and engagement. • How your response to failure helps you connect with customers and keep...


EP047: Intention, Reinvention, and Attention!

Learn about new expectations for high-rise living, advances in fast food restaurant order placement, and techniques to stay top of mind in a world filled with distractions! Bite-Sized Delight From the Episode: • How in an era where people like to share their experiences (especially on social media) you can make sure to give your customers a great experience that is "something to talk about!” • How to incorporate powerful human-to-human opportunities for connection - despite the fact...


EP046: Buttons, Braces, and Botanicals!

Learn about crosswalk and elevator buttons that don't work, medical appointments that don't start on time, and a taste test that defies expectations! Bite-Sized Delight From the Episode: • How the “illusion of control” can make a customer feel a sense of ownership, when in reality, they have no control over the situation at all. • How combining the acknowledgment of a mistake with a small gift can turn a customer’s experience from a frown to a smile. • How transforming a taste-testing...


EP045: Mazes, Phrases, and Passports!

Learn about the less-than-straight path of the typical B2B customer, the power of words as demonstrated by the one and only Mr. Rogers, and The Department of State’s efforts to make the customer journey efficient and effective! Bite-Sized Delight From the Episode: • How the non-linear, B2B customer journey is filled with efforts to find information, validate that information, and then align the seven internal stakeholders who need to buy in. • How Mr. Rogers applied a 9 step process to...