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Experience This!

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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...


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...


EP035: Elbows, Pillow Cases, and Salt Blocks!

We follow Joey around for a great day of customer experience, including a visit to Bed Bath & Beyond that gave him new hope for the retail experience, a doctor's visit that was actually fun, and a wonderful dinner with great presentation. Bite-Sized Delight From the Episode: How Bed Bath and Beyond provided a great retail experience.A visit to the doctor’s office that was actually fun.Creating a storytelling-worthy experience, one piece of sashimi at a time.The relationship between the...


EP034: Punks, Chains, and Nightlights!

How one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and what blockchain means for the future of CX. Bite-Sized Delight From the Episode: Why attention to the little things are what create surprise and delight for your customers.A company that gives you the chance to use mementos to make a lasting impression.Blockchain and the future of CX.Why the customer experience glass is half full for...


EP033: Mothers, Failures, and Retailers!

The question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail experience. Bite-Sized Delight From the Episode: The one question you need to ask to test your customer experience.The wall of shame for the retail experience.The best and worst of shopping at retail stores.Retail trends for 2018 that you can’t afford to miss. Are You Looking for Things We Referenced? Would You Do That to Your Mother by Jeanne...


EP032: Introing, Hooking, and Frictioning!

What the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to making great introductions. Bite-Sized Delights From the Episode: How adding friction early in the customer experience can get customers to invest in the relationship.The keys to making a great introduction.A close look at how you can tap into the feedback loop that gets customers engaged.Why every industry needs to worry about disruption. Are...


EP031: Virtual Reality, Big Screen Reality, and Your Reality!

The future of virtual reality in the customer experience, the effects of fiction coming to life on the big screen, and how the future is (or isn’t) all about VR. Bite-Sized Delights From the Episode: New ways that companies are using virtual reality in the customer experience.A look at what the Ernest Cline’s novel,Ready Player One, can tell us about the future of CX.Joey and Dan square off over how big VR will actually become.A look at the importance of customer loyalty programs. Are You...


EP030: Grammar, User, and Listener!

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...


EP029: Flying, Frying, and Exercising!

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...