Speedriding public
[search 0]
More

Download the App!

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 ...
 
Loading …
show series
 
Learn about one of the greatest CEOs of this generation sharing his final thoughts, the common path to uncommon success, and a listener takes on customer reviews -- every last one of them. Bite-Sized Delight From the Episode: • From Earth’s Most Customer-Centric to Earth’s Best Employer/ Safest Place to Work - Amazon commits to delivering remarkabl…
 
Learn about creating a workplace that employees and customers love, making your big ideas irresistible, and the power of a protagonist playlist. Bite-Sized Delight From the Episode: • Gauge Employee Experience by How Often They Say “I Love it Here!” - Learn how to go undercover in your business to accurately gauge employee experience, and then enha…
 
Learn about a new app that helps you see even if you can’t, why making and keeping your promises is key to a successful experience, and why dumping generic language may bring you closer to your customers. Bite-Sized Delight From the Episode: • Can Your Customers See You? - Starbucks partners with Aira to create accessible experiences for blind and …
 
Learn about offering new products to your raving customers, speaking words of encouragement when you aren’t in the room, and making the big leap to do it on your own. Bite-Sized Delight From the Episode: • If Your Fans Love You, They Will Buy Your Next Product - Fostering a strong connection with existing customers (like Pela does) is the best way …
 
Learn about making your website available to ALL customers, focusing on the little things to bring out creativity, and a restaurant known for its - Instagram page?! Bite-Sized Delight From the Episode: • Design Experiences for ALL of Your Prospects and Customers - Innovative tools like Accessibe (which makes websites ADA and WCAG compliant) allow y…
 
Learn about enticing your customers to come back after COVID, videos that capture your brand spirit, and managing camera fatigue in a video-based business environment. Bite-Sized Delight From the Episode: • Entice Old Customer with New Experiences - Delta encourages flyers to return to the sky with new ways to earn status/miles, extended deadlines,…
 
Learn about the state of customer experience in 2021, the answers to all of your baking questions, and what we love – and can’t stand – about hiring contractors. Bite-Sized Delight From the Episode: • Catch Up with Your Customers - most customers are using multiple messaging platforms, but most brands are lagging behind, creating a negative custome…
 
Learn about a secret message for an interstellar audience, making products that consumers actually want, and warning customers about bad things before they even realize it. Bite-Sized Delight From the Episode: • Hidden Messages Draw Attention - A series of messages hidden in codes and imagery added an “Easter Egg” layer of creativity and intrigue t…
 
Learn about the importance of being relevant to your customers, how augmented reality is helping to ease purchase decisions, and how to use data to drive predictive CX. Bite-Sized Delight From the Episode: • Focus on Relevance - New research from Coveo shows the relevance is a key element of the customer experience conversation. • Augmented Reality…
 
Learn about getting people to come to court, when the custom clothing experience just doesn't measure up, and a remarkable birthday celebration at a car dealership. Bite-Sized Delight From the Episode: • Design to Experience Compliance - Redesigning a court summons for a better, clearer user experience allowed scientists to reduce missed court appe…
 
Learn about a new way to take your vitamins, how government regulations affect businesses, and creating intentional friction in e-commerce. Bite-Sized Delight From the Episode: • A Daily Dose of Experience - Custom vitamins with personalized messaging from Care/of creates customer connection and builds long-term loyalty. • Print Ads for Social Medi…
 
Learn about an advertisement with extra special details, cutting edge research on the power of online reviews, and a creative way to get customers to follow your directions. Bite-Sized Delight From the Episode: • Provide the Name, Height, and Weight - Stellar Equipment’s new product release included the name of the models - as well as their measure…
 
Learn about using video to help explain things to your customers, avoiding irrelevance through digital innovation, and a maid service that is doing far more than just sweeping and dusting. Bite-Sized Delight From the Episode: • Show Customers What You Did - Fields BMW shared a video check-up of Dan’s car - leading to confidence in the tune-up and o…
 
Learn about products that provide their own soundtrack, rockstars that aren’t real, and a story that made me want to try a brand new product. Bite-Sized Delight From the Episode: • What is the sound of your product? - LEGO created a podcast for their Iron Man Art set and a custom playlist of white noise on Spotify to add a “sound” to their offering…
 
Learn about a portrait of your pet, zeroing in on customer centricity, and how “mini” -- and even “no” -- have become big. Bite-Sized Delight From the Episode: • Unexpected Presents Create Raving Fans - Chewy sends customers paintings of their dogs (the customer’s dog that is) as a highly personalized, surprise and delight thank you for being a cus…
 
Learn why your branding may spoil the experience, how to use nostalgia in unexpected ways, and what your culture says about your customer experience. Bite-Sized Delight From the Episode: • Branded Box Fail - If your product is something a customer might give as a gift, make sure to check with them before shipping a highly-branded package to an unsu…
 
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…
 
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 …
 
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…
 
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 …
 
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…
 
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…
 
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…
 
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 -…
 
Learn about an immersive experience devised to inspire creative design, one place where the robots may be meeting their demise, and how to improve the most-maligned industry of all - the Post Office. Bite-Sized Delight From the Episode: Immersive Experiences Stand Out - All-encompassing, immersive design allows a dental equipment company to stand o…
 
Learn about reinventing the shopping mall, the experience of becoming a new manager, and how the comforts of home can make strange places feel more familiar. Bite-Sized Delight From the Episode: • The “Shopping” Mall is Now the “Experience” Mall - The 3-million-square foot American Dream mall focuses on experience and entertainment to re-invent tra…
 
Learn about ten ways to put customer experience to work in your business, using video to explain yourself, and creative ways to take online communications into the real world. Bite-Sized Delight From the Episode: • Win Tomorrow's Customers Today - Blake Morgan shares ten things that will define the future customer in her new book "The Customer of t…
 
Learn about brands that keep and don't keep their promises, putting new functionalities into your luggage, and helpful parking lots. Bite-Sized Delight From the Episode: • Keeping Promises - Schmidt's deodorant went above and beyond by answering our listener's questions and then sending free products, while two other brands promised to do something…
 
Learn about ways to make your customers go away, the exploding popularity of live chat, and how one retailer offers “returns made easy”... just not the retailer that advertises it. Bite-Sized Delights From the Episode: • What Not to Say - Micah Solomon shares words and phrases to avoid in a customer-focused culture in his book, Ignore Your Customer…
 
Learn about a restaurant that makes meals specifically for you, a magician who wants you in on the trick, and a guide to living in the now, by learning from the past. Bite-Sized Delight From the Episode: • Incorporate Technology to Deliver Unique Experiences - Singularity Sushi in Tokyo plans to use DNA samples and biometrics to deliver custom crea…
 
Discover how profit and customer satisfaction can go hand in hand, how a romance novelist dives into her character development, and how LEGO manages to make lifelong customers. Bite-Sized Delight From the Episode: • Customer Satisfaction or Profit? - Learn whether a satisfied customer or turning a profit is more important to measure your success. •…
 
Learn why it's important to maintain a standard of excellence, why you may need to fix things about your business that aren't broken, and why a simple math error can cause your customers to lose their trust in you. Bite-Sized Delight From the Episode: • Be Careful About Raising the Bar - Explore how maintaining a standard of excellence will set you…
 
Loading …

Quick Reference Guide

Copyright 2021 | Sitemap | Privacy Policy | Terms of Service
Google login Twitter login Classic login