Experience This!

Learn about how we’re doing CX all wrong, how to make time fly while waiting on hold, and how Experience This! is celebrating another milestone.

Bite-Sized Delight From the Episode:

• Make Sure Your Team in Enabled to Make Experiences - Nicholas Zeisler’s book “We’re Doing CX Wrong… And How To Get It Right” recommends process engineering (things like design thinking, Six Sigma, Lean, Kaizen, etc.) to enhance your customer experiences.

• Just Because It’s Required, Doesn’t Mean It Can’t Be Remarkable - Goettl Air Conditioning & Plumbing’s hold message turns an annoying delay into a playful, informative, engaging experience.

• Keep Making the Experience Better - After 150 episodes, we remain committed to bringing you new ideas to improve and enhance your customers’ and employees’ experiences.

Are You Looking for Things We Referenced?

• We’re Doing CX Wrong… and How To Get It Right - by Nicholas Zeisler, CCXP

• Goettl Air Conditioning and Plumbing

• Rate and Review The Experience This! Show

• Experience This Show! - past episodes

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn about using customer’s personal data to develop new product offerings, taking small actions to have big results, and a way to get everything you need to do accomplished faster and with less stress.

Bite-Sized Delight From the Episode:

• Be Careful How You Use Customers’ Data - 23&me walks a fine line with their customer relationships when they use customer DNA data to create new drugs.

• Small Enhancements in Customer Data Have a Big Impact - A&S Motorcycles uses small touches (like office tours and responding to every online review) to deepen relationships with both customers and prospects.

• To Do Everything Better,Focus on Doing One Thing at a Time - Thatcher Wine’s book “The Twelve Monotasks: Do One Thing at a Time to Do Everything Better” encourages readers to narrow and limit activities and focus in order to counter the loss of productivity and impact that comes from multitasking.

Are You Looking for Things We Referenced?

• All Those 23andMe Spit Tests Were Part of a Bigger Plan - by Kristen V Brown in Bloomberg Businessweek

• A&S Motorcycles - home to Randy Felice

• Rate and Review The Experience This! Show

• The Twelve Monotasks: Do One Thing at a Time to Do Everything Better - by Thatcher Wine

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn about what the U.S. government is doing to improve customer experience, a Canadian sports equipment retailer redefining an international symbol, and how to turn your customers and employees into lifelong fans.

Bite-Sized Delight From the Episode:

• Even the Government is Paying Attention to Customer Experience - The U.S. Federal Government is improving customer experience with legislation and executive actions focused on diversity and accessibility.

• Don’t Miss the Chance to Re-invent Icons - Ability Signs is on a mission to highlight abilities instead disabilities with an update to the infamous blue and white handicap wheelchair icon.

• 12 Actions for Improved Experience - Jon Picoult’s book “From Impressed to Obsessed" offers science-based experience design suggestions for turning customers and employees into lifelong fans.

Are You Looking for Things We Referenced?

• Emerging Trends in Customer Experience - Nextgov highlights the latest in digital service delivery in the federal government (e-book)

• Ability Signs

• From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans - by Jon Picoult

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn about the importance of acknowledging customer loyalty, an extreme example of living the brand experience, and evolving the ways you interact with customers for the greater good of the planet.

Bite-Sized Delight From the Episode:

• Be Loyal to Those Who Show You Loyalty - Be generous with the points/benefits of your loyalty program and make it easy for customers to receive the perks they’ve earned.

• Let Customers Live Your Brand - Your most dedicated customers want to show their affinity and receive unique perks for continued and ongoing support/patronage.

• Sustain Support with Sustainable Offerings - As the marketplace becomes more environmentally conscious, your offerings and operations need to consider the environmental impact more.

Are You Looking for Things We Referenced?

• "Sale of Marlboro Ranch Snuffs Out Smokers’ Vacation Dreams" - by Jennifer Maloney and Omar Abdel-Baqui

• Improving Our Packaging - Amazon’s Shipping Sustainability Initiatives

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn about finding your low-hanging fruit, building experiences right into your product or service, and how we measure thee - let us count the ways!

Bite-Sized Delight From the Episode:

• Improving CX Can Be Fast - Don’t miss the chance to dramatically improve your customers’ experiences by focusing on small. simple, effective enhancements.

• Build in an Experience - Don’t overlook directions, packaging, and product/service design as a place to infuse surprise and delight moments.

• Make Sure You Measure with the Right Metrics - Be sure you measure what matters by collecting data about your customer interactions that is relevant and actionable.

Are You Looking for Things We Referenced?

• 15 Low-Hanging Fruit Actions To Help Revamp Your Customer Experience - by The Forbes Business Council on Forbes.com

• Customer Experience Metrics - the Top 5 Ranked - by Dan Gingiss

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn about the sound of a great experience, tasty treats in unexpected venues, and the vestiges of customer interaction that just aren’t functioning anymore.

Bite-Sized Delight From the Episode:

• Does Your Brand Sound Remarkable? - Use your customers’ aural cavities to seduce them into a subconscious sensory relationship.

• Is Your Brand Unexpectedly Easy? - Breeze’s healthy, quick, delicious meals stand out in the airport environment.

• Does Your Brand Have Leftover Elements? - If customer requirements change, make sure to update customer-facing signage.

Are You Looking for Things We Referenced?

• The Sound of Luxury - by Lucy Alexander in The Robb Report

• Fly with Breeze

• Dan Gingiss 404 Error Page

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn about the best employee experiences in the country, where customer experience should live in a company, and why one airline is really mad at a third-party flight aggregator.

Bite-Sized Delight From the Episode:

• Great Employees Deliver Great Customer Experiences - As Newsweek’s “Most Loved Workplaces 2021” list shows, happy employees lead to happy customers.

• CX Is Important, But Where Should it “Live” - Dan and Joey agree that CX needs a prominent place in organizational hierarchy - but should it be lead by the Chief Marketing Officer or the Chief Experience Officer?

• Forcing Customer Loyalty - Southwest Airlines’ legal action against Skiplagged claims to preserve customer benefits - but does it?

Are You Looking for Things We Referenced?

• America’s Most Loved Workplaces 2021 - by Newsweek

• Southwest Wants to Force Customer Loyalty

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn about a creative way to make your customers feel better about waiting, an airport experience that doesn't involve a plane, and a great prize for bulking up before winter.

Bite-Sized Delight From the Episode:

• Waiting Lists Don’t Need to Be Stagnant - Seth Godin offers a unique suggestion for a “smart line” that allows waiting customers to move up or down the list depending on their personal needs/desires.

• Unite Your Friends and Fans Using Social Media - Yaeger Airport’s playful and poignant use of social media helped unite their fans and the public at large to get a lost stuffed animal tiger back to its owner.

• Fat Bears Draw Virtual Crowds - A national park in the wilderness of Alaska uses a creative online contest to draw attention and focus to their rarely-seen wildlife.

Are You Looking for Things We Referenced?

• Swap the Line - by Seth Godin

• Yaeger Airport in Charleston, West Virginia

• Searching for the Owner of a Stuffed Animal Tiger Lost at the Airport

• Share Your Thoughts about The Experience This! Show

• Fat Bear Week at Katmai National Park and Preserve

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn how restaurants and hotels are dealing with bad customer behavior, why marketers are finally paying attention to customer experience, and why innovation doesn’t have to be complicated!

Bite-Sized Delight From the Episode:

• The Customer Isn’t Always Right - If customers aren’t behaving with civility, smart businesses will choose not to work with those customers, taking comfort in the fact that kind people want to go places that value kindness.

• More CMOs are Focusing on Customer Experience - According to new research from Salesforce, nearly 78 percent of CMO's now own customer experience for their organization and are working to create a cohesive customer journey across channels and devices.

• The Best Innovators Deliver Extraordinary Outcomes - In her new book RE:Think Innovation, Carla Johnson offers a framework for generating innovative ideas to push your organization forward.

Are You Looking for Things We Referenced?

• “Restaurants and Hotels Push Back Against the Uptick in Customer Tantrums” - by Clare Ansberry in The Wall Street Journal

• State of Marketing in 2021 - by Salesforce

• RE:Think Innovation: How the World's Most Prolific Innovators Come Up with Great Ideas that Deliver Extraordinary Outcomes - by Carla Johnson

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss

Learn about getting your customers to share their memorable moments, charging for brief emotions, and timing your audience as they read your legal disclaimers!

Bite-Sized Delight From the Episode:

• Selfies Can be Social - Find ways to gently remind people how to take an offline experience (like a sunset) into an online venue (#NaplesGrande Sunset Selfie).

• Invoices are Touchpoints Too - Don’t miss the opportunity for a remarkable interaction by sending a poorly worded invoice.

• Customers Don’t Want to Read for Hours - Privacy Policies and Terms of Conditions that take longer than an hour to read create the wrong conditions for a positive customer experience.

CHALLENGE - Participate in our Listener Challenge by figuring out how long it would take to read your terms and conditions or privacy policy ( https://wordstotime.com/ ) and then sharing it with us!

Are You Looking for Things We Referenced?

• Naples Grande Beach Resort - Naples, Florida

• The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share - by Dan Gingiss

• “$11 for ‘brief emotion’? The Hidden Charges of US Healthcare are Utterly Enraging.” - by Arwa Mahdawi in The Guardian

• How Long It Takes to Read the Legal Fine Print on Popular Sites - by Ayaz Nanji on MarketingProfs.com

• Words to Time reading tool

Learn more about the Experience This Show and the hosts:

Joey Coleman

Dan Gingiss