Experience This!

We could all be doing more to answer customer questions, pre-empt their needs, and deliver a pitch-perfect customer experience.

Bite-Sized Delight From the Episode:

• Most online shoppers can't make a purchase without needing to contact customer support.
• More and more users are turning to Google with "how-to" search queries.
• Build trust by telling your customers the whole story—not just the part that benefits you financially.

Are You Looking for Things We Referenced?

• Andrew Hutchinson (@adhutchinson) on Twitter
• Google Releases New Report on the Most Popular 'How-To' Searches
• They Ask You Answer
• Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Make sure your remarkable customer experience is memorable for the right reasons, whether you're running a diner or an insurance company.

Bite-Sized Delight From the Episode:

• Customer demand for personalized products and experiences is increasing, and customer experience designers must be ready.
• Make sure your customer experience is remarkable for the right reasons—not, for instance, because orders get fumbled.
• Heavily siloed departments make for poor, inconsistent customer interactions.

Are You Looking for Things We Referenced?

• "Nike made me a pair of custom sneakers in 46 minutes"
• 4 basic health insurance terms 96% of Americans don’t understand
• Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Customer loyalty is most vulnerable when they are being transitioned from sales to management/maintenance. Keep your customers happy here and you'll earn their business for years to come. So don't pull a CX bait-and-switch by fumbling the handoff!

Bite-Sized Delight from the Episode:

• How alternative swear words can cut the tension and keep your brand human during tough situations.
• Why going above and beyond will always pay off when it comes to customer loyalty.
• The transition from sales to customer retention sets the tone for your relationship... handle them with care!

Are You Looking for Things We Referenced?

• Reach for these words when #@$&! won't do by Eric Zorn
• Customer Service Reminder: Don't Drop The Ball On The Handoffs by Micah Solomon

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Five-year business plans? More like 500-year business plans! Good customer service combined with a deep knowledge of your buyer's tools, behaviors, and complaints can help your business rise above the competition and win the race for year after year (after year after year after year...).

Bite-Sized Delight from the Episode:

• Encourage playful interactions with your customers to create an experience that makes them feel comfortable about your product/service.
• How moving past the hottest trends of today leads to a marketing plan that outlasts the rest.
• Why customer complaints can be a godsend to turning your company's detractors into an army of advocates.

Are You Looking for Things We Referenced?

• Siri sings “I See a Little Silhouetto of a Man”
• Perennial Seller by Ryan Holiday
• Why Customers Complain and How It Can Help Your Business
• Focus on Customer Service podcast - How Nextiva Makes B2B Social Care Cool

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Happy customers are what make your world go round. Creating advocates through thoughtful AI, engagingly catchy music, and rewards programs will cultivate the repeat business that will keep your company alive for years to come.

Bite-Sized Delight from the Episode:

• Why successful automation means the right balance between AI and human engagement.
• Just because it's required doesn't mean it needs to be boring, un-engaging, or pathetic.
• The worst thing you can do is have a rewards program for loyal customers that is not actually rewarding.
• CX is trending towards less human interaction and more bot engagement but the transition has to be done right.

Are You Looking for Things We Referenced?

• Why Marketers Are Betting on Bots
• Dilbert: Customer Disloyalty Program
• Five Data Driven Tech Trends Shaping Customer Experience in 2017 and How Businesses Can Quickly Adapt

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Getting your customers in the door means winning first impression, no matter the quality of the product, while getting them to come back means showing them you trust them not to steal anything.

Bite-Sized Delight from the Episode:

• Why every interaction you have with a customer is an opportunity to both build trust and show trust with them.
• How even the tiniest changes to the experience can drastically affect how a customer sees it.
• Why Twitter is like a couple of people sitting around the fire having a lot of conversations while the rest of the world tunes out.

Are You Looking for Things We Referenced?

• Do You Trust Your Customer and Do Your Customers Trust You? by Shep Hyken
• Mindless Eating: Why We Eat More Than We Think by Brian Wansink
• @thejoeycoleman
• Is Twitter in 2017 Even Worth the Trouble?
• Report: 2017 Social Media Benchmarks

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Two things can transform the experience of any customer: trust and superfans. Trust your customers, tell inside jokes to superfans, and you will be rewarded with repeat business.

Join us as we discuss:

• How watching a melting block of ice can be the perfect content for a superfan.
• Why Lands' End lets you return that ratty old sweater after a decade.
• Looking for customer experience? Ask your employees!

Bite-Sized Delight from the Episode:

• How engaging with superfans means niched content that creates viral advocates.
• Why building a long-term customer base means trusting them to do the right thing.
• How bringing marketing, sales, and customer service under the same wing where everybody is communicating leads to better serving our customers.

Are You Looking for Things We Referenced?

• 4 Ways Game of Thrones Excels at Building Social Media Hype by Deborah Sweeney
• Many Happy Returns
• Guaranteed. Period.
• They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer by Marcus Sheridan

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Mandatory presentations are infamously dull. But in the right hands, it can be a customer experience opportunity. If you can make the required become remarkable, you will be positively seared in their memory forever!

Join us as we discuss:

• Have fun with the legalese and become remarkable.
• Say my name! (And I'll remember you forever)
• Emojis and subject lines... match made in heaven? (Sometimes!)

Bite-Sized Delight from the Episode:

• When you make the required become remarkable, you actually achieve what it was that you were trying to do in the first place while being more memorable.
• To make the biggest impact on customer experience, start with the small stuff. And don't forget their name!
• Cutting through spam can be as easy as a well-placed emoji.

Are You Looking for Things We Referenced?

• Delta Airlines Safety Video
• An Unexpected Briefing and The Most Epic Safety Video Ever Made from Air New Zealand
• Infographic: The Performance of Emojis in Email Subject Lines

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

In life and customer experience, it's all about the little things. From faucets to playing host at a party, you can create a truly exceptional experience with careful attention to small but simple details that won't go unnoticed by grateful customers.

Join us as we discuss:

• Why irons and faucets need to talk to each other to avoid a customer experience catastrophe (silos never prosper)
• How stalking your customers and listening to employees can lead to an elevated surprise-and-delight experience (knowing your customers and pleasing your employees is beneficial for everybody)
• The perfect client dinner (without making a sale!)

Bite-Sized Delight from the Episode:

• The smallest changes can have a big impact on customer experience so it's key to communicate across the organization and ensure everybody has a clear map of the customer's journey.
• Two customer experience advisory boards (one for customers, one for employees) can completely turn your business around... in a good way!
• When you introduce interesting and influential people to each other and sparks fly and chemistry happens, they will always remember who made the introduction.
• Engaging with all customers, happy and angry, on social is a huge opportunity to grow your brand. So start Tweeting!

Are You Looking for Things We Referenced?

• You Can Collect Customer Data and Deliver a Better Experience Without Violating Privacy by Michel Falcon
• MastermindTalks
• Mastermind Dinners: Build Lifelong Relationships By Connecting Experts, Influencers, and Linchpins
• Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now from our friends at Oracle CX Cloud

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Your customers are changing faster than ever before. In the past, you were compared to your competitors. Now your customers compare you to everyone they do business with - including innovation powerhouses like Uber, Amazon, Netflix, Airbnb and Tesla.

Join us as we discuss: 

• the dirty little secret your customers don’t want you to know (that they are judging you based on their experience with other brands)
• ice-cream surprise (who knew Alexa could take orders from a pint-sized dictator?)
• customer frustration detection (a way to maximize your customer experience and simplify)

Bite-Sized Delight from the Episode:

• Expand your competitive set beyond your direct competitors.
• Why gaining valuable insight into customer's habits and behaviors means playing with the fun tools and devices they use at home.
• Check in on any systems you’ve previously automated to make sure they are still functioning as well as they could and should.

Are You Looking for Things We Referenced?

• Are Your Customers Cheating On You? http://bit.ly/2y4c0qt - by Shep Hyken
• Three Ways Companies Can Simplify Customer Service and Make People Happier http://tek.io/2y5Ps90 - by Mary Shacklett
• Digital Transformation: The Three Areas of Customer Experience to Invest in Right Now http://www.oracle.com/connectedCX - from our friends at Oracle CX Cloud - thanks for sponsoring the show!
• Gino’s Chicago Style Pizza: https://Gino’s.com/

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!