show episodes
 
Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have m ...
 
The “Focus on Customer Service” podcast features interviews of brands which are offering amazing customer service via social media. It is hosted by customer experience speaker and coach, Dan Gingiss. Lots of people are talking about content and marketing on social media, but this podcast will focus on the other side of social that many brands overlook – customer service. At first only the channel of last resort – when other service channels failed – social media is quickly becoming the chann ...
 
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show series
 
Ryan Foland speaks with Neil Sahota, speaker, author, AI expert, and a UN adviser. In this episode of our podcast series, Ryan and Neil talk about the importance of being a storyteller, and how the way you tell your story or what story you tell changes every time you are set to give a speech. One of the key messages in this interview is that you ha…
 
Making a lasting impression with your keynote. Ryan Foland speaks with Rebecca Heiss, keynote speaker, author, and founder of self-awareness app, ‘Icueity’. In this episode of our podcast series, Ryan and Rebecca talk about the biology of our stone-age brains and how we can train our brains to interpret the physiological messages our bodies keep se…
 
Learn about encouraging your customers to do business with your competitors, using visuals to connect at every step in the customer journey, and watching how brands behave when they don’t know they are being watched. Bite-Sized Delight From the Episode: • Burger King Wants You to Order a Big Mac - Desperate times call for bold action and when your …
 
Learn about making your mark on your best customers, why the robots may be coming faster than we think, and how holiday shopping habits are changing amidst a global pandemic. Bite-Sized Delight From the Episode: • Making Your Mark on Brand Ambassadors - Continuing to connect with your VIP customers year after year creates a long-term relationship a…
 
Mastering your pre-talk routine. Ryan Foland speaks with Rachel Gotto, a rapid transformational therapy (RTT) expert and a motivational speaker. In this episode of our podcast series, Ryan and Rachel talk about navigating through the digital world as a speaker, drawing analogies from their passion of the ocean and boats. One of the key messages in …
 
Learn about using handwritten notes to create connection, refreshing the sound of your brand, and trying to figure out what happened next when you only know the first half of the story. Bite-Sized Delight From the Episode: • If You Can’t Touch, Use a Personalized Touchpoint - As brands navigate touchless interactions in the COVID-era, an enterprisi…
 
Learn about a camping trip gone awry, why every customer touchpoint matters, and thinking fast when money is on the line. Bite-Sized Delight From the Episode: • A Camping Trip Gone Awry - overselling and under-delivering is a recipe for bad customer experiences - even in the great outdoors • Identify and Optimize Customer Experience Touchpoints - l…
 
Learn about new ways to get inside your customer’s imagination, little details that help deliver big outcomes, and the excitement that comes from figuring out if something is real or not. Bite-Sized Delight From the Episode: • Innovate with the Help of Your Customer’s Imagination - the best organizations realize genius, insight, and ingenuity lies …
 
Learn about reading in darkness, servicing on video, and confusing your customers. Bite-Sized Delight From the Episode: • Not Seeing is Experiencing - Wuguan Books in Taiwan offers an incredible retail experience by forcing customers to shop for books in the dark - a unique interaction that gets customer talking, while giving them a remarkable expe…
 
Learn about a little touch that drew a lot of attention, the power of seeing someone's face when they speak, and a viral sensation that brought together two classic brands. Bite-Sized Delight From the Episode: • The Power of Little Notes - Fretboard Coffee uses handwritten insert cards within their packaging to make a special connection with their …
 
Ryan Foland speaks with Todd Palmer, a keynote speaker, author, and business coach. He is the founder of Extraordinary Advisors and has more than 25 years of experience in the entrepreneurship world. In this episode of our series, Ryan and Todd talk about the value of storytelling and being authentic. Todd explains how the audience will be far more…
 
Learn about the mysteries of mystery shopping, texting for help, and why channel switching is a good way to anger your customers. Bite-Sized Delight From the Episode: • Mystery Shoppers Reveal Experience Secrets - Claire Boscq-Scott’s book The Secret Diary of a Mystery Shopper offers exceptional findings from the observations of unknown shoppers. •…
 
Learn about concluding a business relationship in a remarkable way, making it easy for your customers to comply with your contracts, and archaic interactions that hamper your success. Bite-Sized Delight From the Episode: •The Xcellent Xfinity Xperience - by turning the process of cancelling service into a positive experience, Xfinity/Comcast earns …
 
Learn about using technology to know where to go, the move to telemedicine during the pandemic, and a framework for creating more content than you could possibly want. Bite-Sized Delight From the Episode: • Traffic Lights in the Bathroom - strategically placed red and green lights let visitors to the Dallas Fort Worth Airport maximize efficiency by…
 
From Keynote to E-note. Ryan Foland speaks with Eric Sim, a managing director at UBS Investments Bank, turned speaker with over 2 million followers on LinkedIn. He's a founder of the Institute of Life, whose mission is to help professionals become successful at work and in life. In this episode of our series, Ryan and Eric talk about the ups and do…
 
Learn about the frustrating process of trying to pay your health insurance premiums, the boundaryless world of augmented reality, and planning your day without using electronics. Bite-Sized Delight From the Episode: • Can I Please Just Give You My Money?! - If a brand makes the experience of trying to pay your bill a challenge, what other terrible …
 
Learn about the story behind the story of America’s biggest winery, CX heroes who remain behind-the-scenes, and a lifetime warranty that over-delivered. Bite-Sized Delight From the Episode: • Your Brand Spirit Should Be Evident in Everything You Do - An innovative audiobook format captures the Barefoot Wines story in a way that aligns with the bran…
 
Learn about admitting mistakes before your customers notice them, building fans by sharing secret recipes, and revisiting the power of customer evangelism. Bite-Sized Delight From the Episode: • Acknowledge Mistakes Before Customers Notice To Build Lifelong Loyalty - By reprinting a misprinted cover before Juniper Books’ customers noticed a mistake…
 
Learn about working from home - from a coffee shop, creative evolution to the classroom experience, and how “not juice” became a hit for a juice company. Bite-Sized Delight From the Episode: • Stay Connected to Customers with Physical Contact - Virtual backgrounds from Starbucks allow loyal customers to feel connected to their usual “third space” e…
 
Learn about talking to customers in uncertain times, a remarkable credit card experience, and the power of Cracker Jack-esque surprises. Bite-Sized Delight From the Episode: • Concrete Communication in Uncertain Times - Using concrete, specific language helps give customers confidence in your ability to help them navigate uncertain times. • The App…
 
Learn about major shifts in customer expectations, a not-so-average birthday celebration, and turning customers into raving fans. Bite-Sized Delight From the Episode: • COVID-19’s Impact on Customer and Employee Experience - The pandemic has spurred digital and home delivery models as fast growing trends, while an added desire for safety continues …
 
Ryan Foland speaks with Dan Gingiss, customer experience speaker, coach, and social media expert. Over the years Dan has helped multiple businesses create experiences that have benefited their customers. In this episode of our series, Ryan and Dan talk about the best ways to deliver customer service, and how it's a good idea to put yourself in your…
 
How to have better conversations. Ryan Foland talks with Dr. Jason Richardson, speaker, leadership coach and olympic psychologist. Dr. Richardson has been working closely with high performance teams, athletes and executives. A former BMX athlete, he is also a TV pundit, commentating at international events for BMX competitions.In this episode of ou…
 
Amplifying your message online. Ryan Foland talks to Topeka K. Sam, speaker, advocate and the founder and executive director of ‘The Ladies of Hope Ministries’. She has been working relentlessly to get the voices of women heard, especially those of color and in prison, with the aim of resolving their issues and to change the way the legal system wo…
 
Ryan Foland speaks with entrepreneur, motivational speaker and magician Vinh Giang. Winner of the South Australia Young Entrepreneur of the Year award, Vinh left his professional career to create a platform to teach magic to students from around the globe. In this episode of our COVID-19 special series, Ryan and Vinh discuss the state of the speaki…
 
Ryan Foland speaks with Charlie Mechem, an expert on effective communication with over 60 years of speaking experience. In this special edition podcast, Charlie offers advice for speakers who now have to operate in a time where there is civil unrest. It is an open and powerful conversation.Many speakers are anxious about what is going to happen in …
 
Ryan Foland speaks with Samantha Kelly, the Tweeting Goddess, a leading expert on building community through Twitter. She has been using Twitter to create networks of support through the hashtag #SelfIsolationHelp. In this episode of our COVID-19 special series, Ryan and Samantha dive into what speakers can do to build their community online during…
 
Handling difficult financial situations. Ryan Foland speaks with Winnie Sun, the Managing Director of Sun Group Wealth Partners. A leading financial expert, she is a CNBC Financial Advisor Council Member and a “top advisor” speaker at national industry events. In this episode of our COVID19 special series, Ryan and Winnie dive into what speakers ca…
 
Learn about infusing remarkable into your common interactions, switching the default mode to something legendary, and gaining attention with an international perspective.. Bite-Sized Delight From the Episode: • The Experience Before the Experience Matters Too - By starting the experience before a guest is even checked in, the Montage Los Cabos crea…
 
Learn about what the past decade can teach us about the next decade, how a bespoke publisher creates raving fans, and how the future of personal information is going to get even more messy. Bite-Sized Delight From the Episode: • Pay Attention to Customer Trends - By considering global expectation shifts like the ones presented in Rohit Bhargava’s f…
 
Rebubble, reinvent, and make the transition. Ryan Foland speaks with Brian Fanzo, an innovative thought leader and global expert on transitioning to digital and live video. In this episode of our COVID19 special series, they look at how to rebubble and reinvent right now.One of the key messages in this interview is the need for transparency — the m…
 
Join us as we look back on some of our favorite customer experience stories and celebrate our 100th episode with our “Best of the Best” show. Bite-Sized Delight From the Episode: • Unique Customer Experiences Get Talked About - The common thread in our top 5 “This Just Happened” segments? Create an experience that your customers want to tell everyo…
 
Learn about a memorable employee onboarding experience, insurance for your pizza, and the cost of poor customer experience. Bite-Sized Delight From the Episode: • Investing in Employee Experience with Continuing Education - By investing heavily to create an immersive employee onboarding program at Deloitte University, the company proves their commi…
 
Ryan Foland speaks with Shep Hyken, Mary Drumond and Dan Gingiss, the global leading experts on customer service. In this episode of our COVID19 special series—they look at what has, and hasn’t, changed when it comes to offer great customer service to your audiences and event planners. One of the key messages in this interview is to cultivate empat…
 
Learn about mobile phone cases you can bury in your garden, special privileges for those that make green choices, and the shifting expectations of thirsty customers! Bite-Sized Delight From the Episode: • Trendy and Environmentally Conscious Go Together - Pela Case offers a stylish mobile phone case that is study, well-built, trendy, and environmen…
 
We are looking for ways to help our speakers and event organizers cope with the changes, and have connected with some of the top experts we have in our network. In this special series, we interview speaking experts on how to navigate the Coronavirus as a professional speaker.Ryan Foland speaks with Josh Linkner, an expert on professional speaking, …
 
Learn about Amazon’s approach to customer service, a nefarious attempt to silence customers, and the unique challenges of replacing a mattress you don’t want. Bite-Sized Delight From the Episode: • Customer Service Tenets for Everyone - Amazon’s Six Tenets of Customer Service offer a roadmap for creating effortless, efficient interactions. • Priori…
 
Learn about the connected community of the future, the response to the robot invasion, and paying for anything with one hand behind your back. Bite-Sized Delight From the Episode: • Connect it All Together - Toyota’s new Woven City promises to combine environmentally friendly buildings, modern technology, and immersive experiences into the city of …
 
Learn about one company's efforts to make large returns painless and simple, five ways to disrupt a common travel experience, and what we love and can't stand about the rental car industry! Bite-Sized Delight From the Episode: Turn a Mistake into a Great Experience - Even when things go wrong, if you work to deliver a remarkable experience you can …
 
Learn about how businesses are successfully navigating the COVID-19 crisis by prioritizing customers, employees, and suppliers. Bite-Sized Delight From the Episode: Calm, Confident, Actionable Messages - Communicating in times of crisis requires you to go beyond “checking the box” and instead identify opportunities to provide real value in context …
 
Learn about using modern tools to showcase classical art, a museum where kids can touch the exhibits, and how to create even more time to serve your customers. Bite-Sized Delight From the Episode: New Methods Attract New Audiences - The Musée d’Orsay museum in Paris uses an Instagram to reach a new, younger audience. Let Guests Touch the Exhibits -…
 
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