EP172: Storms, Responses, and Forks!

EP180: Laughing, Enrolling, and Predicting!

Learn about hilarious product instructions, what we love–and can’t stand–about health insurance, and our forecast for 2023 customer experience trends. 

Bite-Sized Delight From the Episode:

• Even Labels Offer the Chance for an Experience - Product labels and instructions give you the chance to be witty, clever, and intriguing. Don't miss the opportunity to make every customer communication an experience.

• Health Insurance: Things We Love and Can't Stand - While everyone needs it and many benefit from it, there are plenty of ways that health insurance can improve on the current customer experience.

• Trends to Pay Attention to in 2023 - Business continuity, responsiveness to economic trends, personalization, and anticipation will continue to keep customer experience and employee experience issues top of mind in 2023.

Are You Looking for Things We Referenced?

• “65 of the Funniest Product Instructions and Tags" - by Greta Jaruševičiūtė at BoredPanda

• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP179: Condiments, Content, and Connections!

Learn about an environmentally friendly ketchup bottle, a song for the age we’re living in, and a pre-written thank you card that will make you smile. 

Bite-Sized Delight From the Episode:

• Is Your R&D Focused on Enhancing Your CX? - Heinz spent over 185,000 hours and $1.2 million to create a new, fully-recyclable ketchup bottle cap - because it was the right thing to do for the environment and their increasingly environmentally-conscious customers.

• Give Your Customers What They Want Before the Go - Ryan Anderson's catchy parody song reinforces the importance of making the customer experience better before your website visitors leave in frustation because they can't easily find what they want.

• Little Surprises Create Big Connections - Including a pre-written thank you note along with a child's birthday gift is a great way for the creative team at Wicked Uncle to connect their customers (those who purchase gifts for children) to their customers' customers/end users (the children that receive these gifts).

Are You Looking for Things We Referenced?

• “Why Heinz Spent 185,000 Hours Redesigning This Ketchup Bottle Cap" - by Adele Peters on FastCompany.com

• Ryan Anderson's website experience parody "Before You Go" 

• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 

• Wicked Uncle - perfect gifts for brilliant children

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP178: Birdie, Squishy, and Sippy!

Learn about the rapidly changing digital landscape, an airline that’s trying to make sitting in the middle seat fun, and what makes the Starbucks experience so remarkable. 

Bite-Sized Delight From the Episode:

• In Times of Uncertainty, Listen More - With so many massive changes in the digital environment, approach new platforms and technologies with a great deal of curiosity, but a healthy dose of skepticism. When in doubt, double down on the places your customers already frequent. 

• Turn Your Worst Offering Into Something Exciting - Virgin Australia's creative lottery system offers prizes to those customers willing to endure the dreaded middle seat. 

• Turn the Ordinary Into Extraordinary - Joseph Michelli's experience design classic "The Starbucks Experience" outlines 5 key principles any company can use to make their customer interactions extraordinary. 

Are You Looking for Things We Referenced?

• “Airline Launches Lottery to Entice More Passengers to Sit in the Middle Seat" by Maggie Hiufu Wong at CNN Travel

• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 

• The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary - by Joseph A. Michelli

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP177: Pâté, Partage, and Punch!

Learn about how to deliver unreasonable hospitality, a meal featuring your name in lights, and a great way to turn a mistake into marketing. 

Bite-Sized Delight From the Episode:

• Be Unreasonable with Your Hospitality - Will Guidara's page-turner "Unreasonable Hospitality" details his journey turning a two-star brasserie into the world's #1 restaurant by focusing on over-the-top interactions and story-worthy flourishes. 

• The Experience Starts Before the Meal - Partage's light-up table in their private dining room creates a remarkable experience for a meal before the food is even on the plate!

• Turn Your Mistakes Into Marketing - Punch Pizza's proactive outreach acknowledging a hiccup in their service, what they learned, and a request to "give them another chance" turned a first-time customer into a long-term advocate.

Are You Looking for Things We Referenced?

• “Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect” by Will Guidara

• Partage modern French dining in Las Vegas

• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 

• Punch Pizza

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"

EP176: Expressing, Hearing, and Singing!

Learn about the evolving meaning of emojis in conversation, the sound of focusing on your core customers, and some innovative examples of immersive live event experiences. 

Bite-Sized Delight From the Episode:

• Be Careful with Your Emojis - Emojis can have VERY different meanings depending on the age of the person sending and/or receiving the message.

• It Sounds Like You Could Focus More - Bose is refocusing on their core offerings after straying from its core audience. Make sure that your offerings and experiences are focused in on what matters most to your customers.

• Immersion is Increasingly the Expectation for Live Events - The more immersive and engaging your events are, the more memorable they are for participants. That means they will go back to the office and tell people about it, encouraging others to attend in the future.

Are You Looking for Things We Referenced?

• "The final word: Is the thumbs-up emoji dead?" - by Ayesha Rascoe on NPR

• "How Bose’s Marketing Chief is Cutting Through the Noise" - by Sam Forsdick in Raconteur

• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 

• Professional Associations for Customer Engagement (PACE)

• Sprinklr Unifiers Roadshow

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts: 

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"