Customer Experience Patterns Podcast

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Every 2 weeks, customer experience expert Sam Stern will explain a customer experience pattern that underpins some of the World's best customer experiences. Patterns are models or designs dervied from real-world examples that have been proven to work. The episodes will include detailed descriptions of the Pattern, data and evidence to supports its importance, and instructions to follow the pattern yourself to create great customer experiences. Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Sam Stern


    • May 1, 2025 LATEST EPISODE
    • weekly NEW EPISODES
    • 15m AVG DURATION
    • 91 EPISODES


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    Latest episodes from Customer Experience Patterns Podcast

    Integrate AI Into CX The Right Way

    Play Episode Listen Later May 1, 2025 29:39


    Find David on LinkedInHead to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Harness Your Paranoia About CX Commitment

    Play Episode Listen Later Apr 24, 2025 4:43


    Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Great Customer Experience Requires Great Employee Experience

    Play Episode Listen Later Apr 17, 2025 29:40


    Check out my new website samsterncx.com where you fill find the link to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her! Connect with our guest, Nora Osman, on LinkedInConnect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    100 Days Into 2025 - Are You On Track With Your CX Goals?

    Play Episode Listen Later Apr 10, 2025 5:36


    My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers. Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Trust Comes First - Then CX Transformation - With Mark Slatin

    Play Episode Listen Later Apr 3, 2025 27:18


    Mark Slatin on LinkedInThe Trusted Advisor - book & framework. I recommend this book.My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers. My new learning course on Customer Experience foundations will be live in March, 2025Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Emotional Labor Is Exhausting Your Employees And Compromising Your CX

    Play Episode Listen Later Mar 27, 2025 8:35


    Emotional LaborMy new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers. My new learning course on Customer Experience foundations will be live in March, 2025Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    You Do Not Control Your Customers' Experience

    Play Episode Listen Later Mar 20, 2025 23:14


    My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers. My new learning course on Customer Experience foundations will be live in March, 2025Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Teaching Forces You To BS Test Your Own Knowledge

    Play Episode Listen Later Mar 13, 2025 6:32


    The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers. My new learning course on Customer Experience foundations will be live in March, 2025Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    CX As Teenager: Back To Childhood Curiosity? Or Forward To Adulthood Maturity?

    Play Episode Listen Later Mar 6, 2025 11:38


    CX is in its teenage years. Should we push to move forward to the maturity of adulthood? Or turn back to the curiosity and wonder of childhood? Andrew Carothers and I answer that question. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers. My new learning course on Customer Experience foundations will be live in March, 2025Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    CX Shortcomings Explained By Chesterton's Fence & Black Swans

    Play Episode Listen Later Feb 27, 2025 8:13


    An explainer on Chesterton's Fence.Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers. My new learning course on Customer Experience foundations will be live in March, 2025Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Creating The CX Standards With Erin Wallace From Bain

    Play Episode Listen Later Feb 20, 2025 35:26


    CX Standards Landing Page - you can learn more about the standards, and download them.Erin Wallace on LinkedInDancing Guy Video - showing the importance of the first follower to catalyze a movementConnect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers. My new learning course on Customer Experience foundations will be live in March, 2025Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    With Deceptive Patterns The Entropy Is Coming From Inside The Building

    Play Episode Listen Later Feb 13, 2025 8:00


    Harry Brignull - The Deceptive Patterns guruDeceptive Patterns the book - buy this book. Read it & use it as a jumping off point to start auditing your experience for Deceptive Patterns.Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Which Parts Of Your CX Need AI?

    Play Episode Listen Later Feb 6, 2025 19:38


    How to leverage design and CX skillsets and methodologies to spot the best opportunities for integrating AI and GenAI into your experiences.Andrew McInnes on LinkedIn.Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    It's (almost) never to late to intervene with customers who have negative emotions

    Play Episode Listen Later Jan 30, 2025 7:58


    This episode is inspired by research and writing I've done on memories and negative emotions. For more on this topic, check out my LinkedIn learning course linked below about how to create great customer experiences.Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Integrating GAI & AI Into Your Customr & Employee Experiences

    Play Episode Listen Later Jan 23, 2025 25:05


    Why you shouldn't have an AI Strategy. Why you should be implementing GAI & AI everywhere you can.Why you should join up your EX and CX AI efforts.Andrew McInnes on LinkedIn.Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    3 Ways To Push Back Against Entropy In Your Customer Experience

    Play Episode Listen Later Jan 16, 2025 6:10


    Entropy describes the process of things falling into disorder if left without care and attention, like weeds growing in a garden. A lot of companies are about to experience Entropy in their customer experience efforts. But you don't have to be one of them.1) Pay attention to the parts of your experience that you want your customers to roget2) Keep close tabs on your Signature Moments3) Look for signs of neglect in your competitors that you can exploitConnect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Coaching Can Help You Be The CX & Design Leader You Dream Of Being

    Play Episode Listen Later Jan 9, 2025 27:40


    Stephanie shared so much wisdom on the value of coaching for creative leaders. Well worth a listen.Stephanie On LinkedInStephanie's coaching business, Thrive DepartmentConnect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics.Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast.My LinkedIn Learning courses: How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    4 Ideas For Getting 2025 Off To A Flying Start

    Play Episode Listen Later Jan 2, 2025 7:16


    4 ideas for getting off 2025 to a flying start with your customer experience initiatives.Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Give The Gift Of Authentic Listening During The Holiday Season

    Play Episode Listen Later Dec 19, 2024 5:22


    Let's check-in with each other, and with our customers during the holiday period, and at the turn of the year. Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Inspecting Your Experience From The Front Lines

    Play Episode Listen Later Dec 12, 2024 31:53


    If you agree that observing the real customer experience is valuable, then how do you do it? Beth and Scott are back with recommendations for how to do thatBeth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut FridayScott Gilbey on LinkedInScott's article in Entreprenuer magazine on his experienceConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Unclosed Loops Are Circles In Hell

    Play Episode Listen Later Nov 21, 2024 8:06


    Unclosed loops are very, very bad customer experiences. I explain why, and how to avoid leaving unclosed loops with your customers.Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    How 2 CX Leaders Found Their Way To Customer-Facing Roles

    Play Episode Listen Later Nov 14, 2024 21:00


    The greatest irony is that CX teams who are responsible for customer experience don't actually deliver customer experiences themselves. Except Beth and Scott do. And in this episode, we hear their stories from the front lines!Beth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut FridayScott Gilbey on LinkedInScott's article in Entreprenuer magazine on his experienceConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Service Recovery Done Right - Fast, Proactive, Decisive & Human

    Play Episode Listen Later Nov 7, 2024 6:47


    Service Recovery is even more magical than you think, but only if you do it right.Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Customer Value - Different Forms, Different Facets

    Play Episode Listen Later Oct 31, 2024 18:15


    Onion expertise. The Ikea Effect & The mythology of the Betty Crocker cake mix research. This episode has it all.Jeff Louden on LinkedInConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Emotions Matter More Than You Think - Even When You Think They Matter A Lot

    Play Episode Listen Later Oct 24, 2024 5:59


    The Law Of Emotion: Emotion matters more than you think, even if you remember the law of emotion.Yes, inspired by Hofstatder's LawConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    The Winding Path To CX & CX Insights

    Play Episode Listen Later Oct 17, 2024 21:48


    The varied career paths that lead to becoming a CX professional. The ways those expeirences help you be better at your job. The ways that focusing on customers can help you in other jobs.Jeff Louden on LinkedInConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Emotional Is Rational

    Play Episode Listen Later Oct 10, 2024 6:29


    When someone tells you you're being too emotional, and not rational, send them this episode.Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    The Future Of Customer Experience With Greg Melia

    Play Episode Listen Later Oct 3, 2024 25:55


    The second part of my conversation wth Greg Melia this time with a focus on the future, what are Greg and the CXPA doing to ensure the long-term health of customer experience.The CXPAGreg on LinkedinConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Bright Spots Analysis - Step By Step

    Play Episode Listen Later Sep 26, 2024 8:26


    My LinkedIn Learning lesson on Bright Spots Analysis Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    The State Of Customer Experience - As Profession & Business Discipline

    Play Episode Listen Later Sep 19, 2024 25:03


    Greg and I talk about the current state of the CX profession, the balance required by companies to ensure that CX is sustainable over the long-term, and what the CXPA is doing to shepherd the profession through a period of uncertainty.The CXPAGreg on LinkedinConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Analysis Paralysis Is Not The Only Decision-Making Problem CX Pros Face

    Play Episode Listen Later Sep 12, 2024 6:07


    Bezos 70% RuleExtinct by InstinctConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Voice Of Customer Shows You The Path - Customer Research Helps You Walk It

    Play Episode Listen Later Sep 5, 2024 28:42


    In this episode, Lily Vitale and I talk about the difference between Voice Of Customer programs and trust customer research efforts, why they are complimentary, not synonmous, and how Lily thinks about using different research methods, and working with stakeholders to ensure that insights from research turn into improvements in experiences.Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Great CX Is Rare Because Its Hard.

    Play Episode Listen Later Aug 29, 2024 4:43


    The Obstacle is the way.The hard thing about hard thingsI can tell you the secret, but you won't want to hear it.. Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Humanity Is At The Heart Of Great Customer Experiences

    Play Episode Listen Later Aug 22, 2024 29:58


    Beth Karawan on LinkedInSome of Beth's writings:Are Boy Scouts Masters of Change Management? Brand Management: What's Customer Experience Got to Do with it? Silver bullet post Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Your Current Company Culture Is A Design Constrain

    Play Episode Listen Later Aug 15, 2024 7:21


    The only thing that is slower to change than culture is nature.Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Why Designing AI Into CX Requires Rethinking Human-Centered Design Practices

    Play Episode Listen Later Aug 8, 2024 32:24


    Connect with Kerry Bodine on LinkedInKerry's master-class on Designing For AI in CX & EXBodine & Co.Research Paper On The Difficulty Of Designing For AICreating Design Resources To Scafold The Ideation Of AI Concepts Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    How To Address The Root Causes Of Frustrations From Waiting

    Play Episode Listen Later Aug 1, 2024 9:54


    Waiting in line is a bad experience. Except that's not always true. Learn what makes some waits unbearable, while others are tolerable at worst, and a memorable part of the experience at best.· Where is my bus? Impact of mobile real-time information on the perceived and actual wait time of transit riders · Timing is right for T riders, businesses · Subway Countdown Clocks Are Good For Business· Houston airport baggage claimConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    The Right Way To Deliver Digital-First Customer Experiences

    Play Episode Listen Later Jul 25, 2024 33:06


    Andrew Carothers on LinkedInConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    4 Ways To Build Trust With Your Customer Experience

    Play Episode Listen Later Jul 18, 2024 7:54


    Connect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Customer-Care Is Not A Cost To Be Minimized With Stacy Sherman

    Play Episode Listen Later Jul 11, 2024 32:25


    Stacy's LinkedIn Learning Course On Agent ExperienceStacy Sherman on LinkedINDoing CX RightFind me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Define the negative space around your CX

    Play Episode Listen Later Jul 4, 2024 9:41


    The concept of negative spaceFrontier Airlines drops customer-serviceWhy Chick-Fil-A Closes on SundaysFind me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Why Your CX Team Should Craft A Mission Statement & Create A CX Toolkit

    Play Episode Listen Later Jun 27, 2024 20:15


    Nicole Ornelas on LinkedIn.Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Customer Experience Scores Reach A New Low

    Play Episode Listen Later Jun 20, 2024 4:53


    CX Scores have reached a new low, according to Forrester's latest CX Index Rankings. I am not suprised, and I'll explain why they will go even lower. But your company doesn't have to get caught up in this disappointing trend. In fact, I'll explain why now is the best time to differentiate your company on the basis of great experience, all thanks to your competitors who are giving up on CX.Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    What To Do When It's Hard To Do CX - Partnership & Perserverance

    Play Episode Listen Later Jun 13, 2024 25:06


    Nicole Ornelas on LinkedIn. Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Good Friction Is Good For Customer Experience

    Play Episode Listen Later Jun 6, 2024 8:00


    Friction, for lack of a better term, is good. In this solo episode, I riff on Gordon Gekko's famous "Greed Is Good" speech to explain why there is good friction in customer experiences, what makes it good, and how to distinguish between good and bad friction. I also wrote about this for CMS Wire: Friction Is Good For CXThe Ikea EffectBetter Crocker Cake MixesFind me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    CX Must Partner To Go Further - With Ben Geheb From VML

    Play Episode Listen Later May 30, 2024 30:59


    Ben Geheb on LinkedInVML on LinkedInWarren Buffett talking tides and skinny dippingFind me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Customer Experience Success Is As Hard As It's Ever Been With Megan Burns

    Play Episode Listen Later May 23, 2024 14:42


    It is not easier than ever to create great customer experiences. The debate continues! Megan Burns shares a compelling reason why it's not easier than ever to create great customer experiences.My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to overcome the long odds against delivering great experiences.Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    How CX Teams Can Help Their Customers Step Off The Hedonic Treadmill

    Play Episode Listen Later May 16, 2024 12:08


    In the last episode, Megan Burns and I talk about the Hedonic Treadmill . It is a problem that looms ove customer experience improvement efforts. What do you do? Improve the experience, only to have that improvement raise expectations for customers as they adapt to the new normal? Well, in this episode, I go describe two ways of improving customer experiences that will not activate the Hedonic Treadmill. You first set clearer expectations for the experience to come, and meet the expectations you have set. Rather than customers expecting you to raise the bar, they expect you to fulfill your promises. That's a great experience.Second, empower and enable employees to deliver surprise and delight moments at scale. Human-powered moments feel more authentic and of-the-moment, and therefore something that they are less likely to adapt to and expect every time. My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to do this.Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    CX Scores vs. The Hedonic Treadmill With Megan Burns

    Play Episode Listen Later May 9, 2024 27:08


    Maybe the drop in customer experience scores is simply down to customers expecting more. In this episode of the CX Patterns podcast, Megan Burns rejoins to discuss why we are seeing a drop in customer experience scores, and she is not ready to chalk it up simply to companies doing the wrong things to improve customer experiences. During the episode, I talk about some of the non-linear ways to design great experiences that can push back against the Hedonic Treadmill effect that Megan highlights. My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to do this.Find me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    The Power Of Memory In CX: Memory Is A Time Machine

    Play Episode Listen Later May 2, 2024 8:51


    Memory is a time machine. It brings forward past experiences to the future where those memories guide loyalty behaviors. Today on the CX Patterns Podcast, I riff on the importance of reinforcing positive memories to make the memoriesFind me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

    Will Generative AI Bury Or Revive Customer Experience?

    Play Episode Listen Later Apr 24, 2024 17:06


    In this episode, Ryan Hart and I talk about the promise and the peril of using Generative AI to delivery customer experiences. Does it replace CX teams with and customer-facing employees? Or does it empower personalization, and better delivery of human experiences? Ryan Hart on LinkedInFind me on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

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