Joey Coleman And Dan Gingiss 396264 public
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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 ...
 
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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 a new hot spot in Las Vegas serving an unusual target market, creative ways to build a relationship with your desired audience, and the impact of sending thoughtless messages to long term customers. Bite-Sized Delight From the Episode: • A Wellness Resort in Sin City - Discover a new resort targeting a growing customer base of travels t…
 
Learn why it's important to ask your customers what they think about your changes, how to make transitions less turbulent for customers, and how to make the wait a memorable customer experience! Bite-Sized Delight From the Episode: • Listen Before Changing Things - Check in with your customers before assuming they will love your new and improved ch…
 
Learn about a restaurant designed to create an inclusive environment, the importance of creating user-friendly experiences for the elderly, and how the experience of health care is failing elderly patients. Bite-Sized Delight From the Episode: • An Atmosphere of Inclusion - Discover a restaurant that creates an inclusive experience for customers an…
 
Learn about the ever-changing role of the chief experience officer, a charity that has revolutionized the donor experience, and a bank that decided to grant every wish. Bite-Sized Delight From the Episode: • A Role that Continues to Evolve - The role of a chief experience officer is ever-evolving and critical to the success of a company. • Make the…
 
Explore how past experiences can trigger current emotions, how creative play can produce qualified employment candidates, and how strategic appreciation can keep your customers coming back for more. Bite-Sized Delight From the Episode: • Draw Out Stories from Your Clients - Learn how nostalgic memories and personal stories can provide you with the …
 
Learn about our listeners' remarkable customer experiences, explore the advantages and disadvantages of subscription services, and get creative to provide a remarkable and memorable experience! Bite-Sized Delight From the Episode: • Positive Experiences Get Shared Even More - Customers are actually more willing to share a positive experience than a…
 
Learn how artificial intelligence can enhance customer support, how entrepreneurs can find inspiration in self reliance, and how one customer's behavior can impact another customer's experience. Bite-Sized Delight From the Episode: • Artificial Intelligence Helps Connect - Using artificial intelligence to shape language and guide customer service r…
 
Learn how you can turn a negative experience into a lifelong customer, how customizing imagery can create personal connection, and how important it is to develop your personal brand. Bite-Sized Delight From the Episode: • Turn a Negative Customer Experience into a Lifelong Customer - by giving customers the benefit of the doubt and treating them as…
 
Learn about the perils of automated prospecting, the benefits of taking a few minutes to do your homework BEFORE speaking with a prospect, and how your reputation can precede you - in both good and bad ways. Bite-Sized Delight From the Episode: • Be Careful with Your Automations - While automation makes things easier, it is not a good choice for an…
 
Learn how sometimes what you see isn’t necessarily wise to believe, how to create a remarkable experience in a commoditized industry, and why the sense of smell plays a huge role in brand perception. Bite-Sized Delight From the Episode: • Experience a deepfake - a frightening trend in video creation that requires viewers to be skeptical of what the…
 
Learn about the benefits of rewriting your message to acknowledge your customers’ behavior, the pros and cons of sharing your email address, and the perils of always being connected. Bite-Sized Delight From the Episode: • Pay Attention to Your Customers’ Shifting Behaviors - Netflix’s show Nailed It! acknowledges the shift towards binge-watching ep…
 
Learn about the future of customer engagement, why it pays to read the fine print, and how human-to-human interactions are the key to customer experience success. Bite-Sized Delight From the Episode: • Learn What Your Customers Really Want - SAP Customer Experience has a new website - The Future of Customer Engagement and Commerce - that offers doz…
 
Learn about one of the biggest annoyances in air travel, treating your most loyal customers poorly, and the importance of learning all you can about your customers. Bite-Sized Delight From the Episode: • Consider How You’re Treating Your “Middle Seat” - on airlines, the middle seat is the worst customer experience. How are you using creativity and …
 
Learn about an entertainment spectacle with some baseball in the middle, building a culture of experience, and how to be successful by standing out. Bite-Sized Delight From the Episode: • Find Ways to Make the Required Elements of Your Business Remarkable - at every turn, look for ways to inject excitement into the mundane and create lasting memori…
 
Learn the key takeaways from a designer of colored bricks, how behind the scenes activity can support your customer-facing activity, and how the art inside the front door can set the tone for a stay. Bite-Sized Delight From the Episode: • Every step of the journey (even before and after they interact with you) is relevant to the customer’s experien…
 
Learn how to identify customer sentiment using more than just words, why asking for feedback shouldn’t annoy customers, and how a new store operates without cashiers. Bite-Sized Delight From the Episode: • How to analyze emojis to determine customer sentiment. • What types of questions you DON’T want to ask your customers. • How Amazon’s Go Store i…
 
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