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Experience This!

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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. •...


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...


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...


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...


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...


EP044: Salads, Sports, and Stupidity!

Learn about major customer experience fails that were so easy to avoid including: a server blaming the kitchen for a food mistake, a professional sports team not valuing a 34-year season ticket holder, and a B2B partnership that faltered when one company publicly bad mouthed the other! Bite-Sized Delight From the Episode: • How remarkable customer experiences hinge on having well-trained, happy employees who proudly represent your brand and understand their critical contribution to the...


EP043: Eclipsing, Canceling, and Moving!

Learn about a flight crew’s commitment to deliver an “out of this world” experience for their passenger, how ending a relationship is just as important as starting a relationship, and how moving doesn't have to be a nightmare experience. Bite-Sized Delight From the Episode: • How Southwest airlines went above and beyond to help a passenger create a once-in-a-lifetime photograph of The Great American Eclipse • Why Audible’s process for canceling a subscription will keep customers coming...


EP042: Signing, Assembling, and Governing!

Learn about a coffee shop that caters to the deaf community, constructing a media stand without going crazy, and an entire state dedicated to customer experience. Bite-Sized Delight From the Episode: • How Starbucks’ commitment to customer experience led to the creation of a store designed to serve deaf and hard of hearing patrons • Target’s emotional handholding and confidence building for customers assembling furniture • What government agencies can learn when they commit to customer...


EP041: Universal Waiting, Disney Committing, and Myrtle Moaning!

Learn how Hollywood has improved the act of waiting, how the Magic Kingdom continuously commits to customer experience, and how talking in the restroom can create a remarkable experience. Bite-Sized Delight From the Episode: • How Universal Studios cracked the code on waiting. • Three principles Disney committed to in order to enhance the customer experience • The Remarkable experience of Moaning Myrtle in the Universal Studios restroom Are You Looking for Things We Referenced? •...


EP040: Pictures, Pants, and Batteries!

Listeners share their experiences, including how one employee turned a customer into a brand ambassador, a wedding photographer who got rave reviews before the photos were even delivered, and a luggage company that helped its customers adjust to new airline regulations. Bite-Sized Delight From the Episode: How one employee turned a customer into a brand ambassador.Why wedding photography is about more than just the photos.One smart luggage company’s response to shifting regulations.The...


EP039: Reviews, Repairs, and Moves!

The best way to get and respond to customer reviews, unexpected customer experiences when your car breaks down on a road trip, and a look at the good and the bad aspects of moving. Bite-Sized Delight From the Episode: How to handle customer reviews like a pro.A road trip horror story turns into a remarkable customer experience.The highs and lows of moving.Why there’s room for growth in B2B digital buying channels. Are You Looking for Things We Referenced? How to Use Reviews to Turn Your...


EP038: Lights, Coffee, and Wallets!

How Nespresso accounts for every moment in the customer experience lifecycle, the problem with introducing new technology to the customer experience, and whether or not the end of cash is in our future. An in-depth look at how Nespresso has perfected the customer experience lifecycle.Will digital wallets create a revolution in seamless customer experience, or is it further off than we think?When your new CX technology turns into a customer experience problem.The changes coming to B2B...


EP037: Experience Living, House Hunting, and Smooth Exiting!

The shift in CX towards a living brand experience, the ins and outs of real estate listings, and why the last day of a customer's experience is as important as their first day. Bite-Sized Delight From the Episode: How to create a living brand experience.Improving the real estate experience.Why your customers’ last day with your business is just as important as their first day.The reason that customer expectations continue to rise. Are You Looking for Things We Referenced? "Inside The...


EP036: Freebie, Message Me, and Hierarchy!

Why direct messaging is crucial to the customer experience of tomorrow, when a "free" cruise isn't really free, and how a CEO reports to his employees. Bite-Sized Delight From the Episode: Why messaging and automation are the future of customer service.The problem with offers that aren’t everything they promise to be.A tire company with a remarkable management structure.The challenge of personalizing every interaction. Are You Looking for Things We Referenced? Message Me by Joshua March...