Experience This!

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"

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"

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"

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"

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"

Learn about a less than logical checkout experience, the evolving role of mobile apps in banking, and an UN-VEGAS hotel in Las Vegas. 

Bite-Sized Delight From the Episode:

• Sequencing of Customer Interactions Matters More than You Might Think - Make sure to use logic when creating customer interactions - especially those that happen in person. Customers want interactions to be logical and seamless, similar to the interactions they have come to expect from their online transactions.

• Mobile Matters! - Research from the banking industry shows that customers are expecting more and more of their interactions to happen on mobile. You need to double down on your mobile operations to allow customers to interact where they want to and where they find it most convenient. 

• Little Things Can Have a Big Impact - thoughtful design of required elements of a business (walls, do not disturb signs, and housekeeping envelopes) creates standout moments and memories at the ENGLiSH Hotel in Las Vegas.

Are You Looking for Things We Referenced?

• Humanizing the Bank Customer Experience 2022

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

• The ENGLiSH Hotel in Las Vegas

• Shelly Gray - Director of Sales & Marketing at The ENGLiSH Hotel in Las Vegas

• 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"

Learn about the psychology behind buyer decisions, what banking customers are looking for from their bank, and a car-buying experience with long-lasting effects. 

Bite-Sized Delight From the Episode:

• B2B Still Involves Humans - Just because you operate in a B2B environment, doesn't mean your communications should lack a human touch. To make the most of the B2B Risk-Reward Gap, pay attention to the personal needs of the individual that is your point of contact with your customer.

• Don't Rest on Your Relationships! - Banks have long term customers but shouldn't take that loyalty for granted. There are many opportunities to enhance the personalized services, rewards, and mobile experiences that engage and retain bank customers.

• Failing to Deliver with New Customers Is a Disaster - the first few weeks and months of a customer relationship are the most important. Make sure to delivery and even over-deliver in this crucial time period.

Are You Looking for Things We Referenced?

• “Why B2B Buyers Choose the Safest, Rather than the Best, Solution" - by Ian Bruce (VP and Principal Analyst, Forrester Research) and Mike Pregler (VP and Research Director, Forrester Research)

• Humanizing the Bank Customer Experience 2022 - by American Banker and Monigle

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• 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"

Learn about the importance of keeping your customers in the loop, the sound of customer silence, and the power of creative storytelling! 

Bite-Sized Delight From the Episode:

• Keep Your Customers Informed - Research by Instacart shows that keeping customers aware about inventory and managing their expectations about availability leads to increased order frequency and increased lifetime value of the customer.

• Try Being Quiet - Explore the experience created by Amsterdam Schipol Airport and stores in Dublin by considering what it would be like to create a "quiet experience" for your customers.

• The Better the Story, the Better the Experience - A playful, edgy story (like laundering in a bank in the Ozarks) creates the kind of intrigue and curiosity that makes customers want to stay at the Bank Haus.

Are You Looking for Things We Referenced?

• “Why You Should Warn Customers When You’re Running Low on Stock" - by Benjamin Knight (Senior Data Scientist at Instacart) and Dmitry Mitrofanov (assistant professor of business analytics at the Carroll School of Management at Boston College) in the Harvard Business Review.

• Amsterdam Schipol Airport

• Experience This - Episode 82 - "Pizzability, Usability, and Adaptability!"

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• Touch Stay - Digital Welcome Book 

• The Bank Hause - Marthasville, Missouri rental with great story conceived by Tyann Marcink Hammond

• 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"

Learn how proactive customer service can increase loyalty, why timing is everything, and how to have fun with paying bills! 

Bite-Sized Delight From the Episode:

• Proactively Reach Out to Customers - ComEd's "Storm is Coming" email helps customers to be prepared and stay informed in a challenging time. How can you let your customers know you are aware and paying attention to things that will effect them?

• Move Quickly and Respond Even Faster - Jay Baer's new "Time to Win: 2022 Consumer Patience Study" found two-thirds of respondents say speed is as important at price!

• Every Interaction is a Chance to Be Memorable  - A playful way of delivering the bill (in the tines of a fork!) makes a trip to Breakfast Republic in San Diego remarkable and entertaining. 

Are You Looking for Things We Referenced?

• ComEd (Commonwealth Edison Company)

• Experience This - Episode 140 - "De-Escalation, Refridgeration, and Communication!"

• The Time to Win: 2022 Consumer Patience Study - by Jay Baer

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• The Experience Maker Newsletter

• Breakfast Republic California

• 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"

Learn about a playful way to serve niche audiences, incorporating pop culture into your customer messaging, and a way to get your customers engaging with you every single day… for weeks on end! 

Bite-Sized Delight From the Episode:

• Connect the Niches Within Your Customer Base - DuoLingo's language course for High Valyrian (a conlang from Game of Thrones) connects sub-segments of their customer base in a playful, engaging way.

• Every Customer Interaction is a Chance to Be Remarkable - Wistia's Terms of Service make Star Wars fans smile by referencing the infamous text scroll popularized in the movies.

• Challenge Your Customers to Use Your Products More - The Kindle Challenge gamifies reading, encouraging owners to use their Kindle frequently and consistently in order to win badges. 

Are You Looking for Things We Referenced?

• "An update is coming… to our High Valyrian course!" - from the DuoLingo blog

• Experience This - Episode 161 - "Van Gogh, Oh No, and Duo!"

• May the 4th Be with You - Wistia Terms of Service

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• Amazon Kindle Challenge

• 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"