Experience This!

Learn about surprising interactions at a fantastic amusement park, a visit to a magical place - again, and going the extra mile to turn a bad experience into a remarkable one. Bite-Sized Delight From the Episode: • Gamify Your Customer Interactions - LEGOLAND offers a variety of unique, interesting opportunities for customers to explore the park, interact with staff, and experience surprise and delight moments every step of the way.  • Grow with Your Customers - Find new ways to deepen and augment the relationship with your veteran customers like Universal Studios Hollywood does by revisiting the customer experience on a regular basis to find ways to improve it! • It's Okay to Make a Mistake with a Customer "If" You Learn From It - Hiring employees that are committed to delivering remarkable customer experiences leads to creative moments like the Disney employee that quickly learned some Portuguese to interact with a guest. Are You Looking for Things We Referenced? • LEGOLAND California • Universal Studios Hollywood • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • “Disney Worker Surprises Guest's 4-year-old Son — Even After She Yelled at Him.” - by Emerald Pellot in Yahoo! News "In the Know" • Ryan Kelly - TikTok Story of Portuguese Spiderman • 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 e-commerce companies that are moving to brick-and-mortar, helping your customers save money, and a beloved brand that has people talking -- but not in a good way. Bite-Sized Delight From the Episode: • Bricks Might Save Clicks - the rising costs of doing business online is leading many e-commerce brands to open physical retail locations.  • Squeaky Clean Transparency Is Best - Green cleaning company Dropps chose complete transparency when announcing a shipping price increase to customers and earned loyal fans in the process. • Even Customers That Love You Will Only Tolerate So Much - While investors love Vanguard's products, not caring enough to answer the phone or solve customer service problems is frustrating their long-term customers Are You Looking for Things We Referenced? • How Bricks Might Save Clicks: Rising costs of doing business online is making physical retail more appealing for e-commerce brands - by Jinjoo Lee in the Wall Street Journal • Dropps - Green Cleaning Products • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Vanguard clients take to social media over customer service mishaps - by Erin Arvedlund in the Philadelphia Inquirer • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about using parodies to catch attention and stop social media scrolling, putting your customers first in every aspect of your business, and building raving fans with a generous grace period. Bite-Sized Delight From the Episode: • B2B Doesn't Give You Permission to be Boring2Boring - follow the example of Emily DeBrito Brady (TikTok: @emdibritobrady) and use humor and playfulness in your messaging to grab the attention of business buyers.  • Put Your Fans First - Savannah Bananas owner Jesse Cole offers a playbook for creating remarkable customer experiences in his brand new book, Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience! • Make it Delightful to Do Business with You - Rad Power Bikes makes it easy to purchase and easy to be a fan with their customer-centric policies and practices. Are You Looking for Things We Referenced? • Fallon-esque Thank You Notes - by Emily DeBrito Brady on LinkedIn • Follow Emily DeBrito Brady on TikTok: @emdibritobrady • Sweet Fish - podcast production agency for B2B brands • Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience - by Jesse Cole • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Rad Power Bikes • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about getting back to basics when everything else isn't working, how changing the rules can inspire creativity and innovation, and the state of local businesses in a post-COVID world. Bite-Sized Delight From the Episode: • Get Back to the Basics of Focusing on Existing Customers - after years of trying to chase new customers, JC Penney's new CEO is focusing on retaining the local customers that already shop there.  • Make Your "Rules" Customer-Centric - When the Savannah Bananas wanted to enhance the experience of watching a baseball game, they designed a new set of rules for the game that were more fan-friendly, and in the process created a remarkable, entertaining, exciting experience. • Don't Forget the Local Experience - Podium's "2022 State of Local Business" research found that today's consumers are looking for ease of doing business and price as the key differentiators for the local business experience. Are You Looking for Things We Referenced? • "JCPenney's CEO Is Done Chasing New Customers. ‘We Are Loving Those Who Love Us.'" - Suzanne Kapner in the Wall Street Journal • The Savannah Bananas on MLB Radio • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • State of Local Business Report - by Podium • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about a warm welcome that creates new loyalty, key tricks for keeping going when the experience starts to wane, and the importance of a final positive experience before a customer leaves. Bite-Sized Delight From the Episode: • Make Sure Your Employees are Loyal to Your Loyalty Program - Loyalty programs only work if everyone on your team genuinely understands the benefits and can explain them succinctly to your customers. • Get Back to Basics - Alan Stein Jr.'s new book "Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout" offers tips and techniques for performing at a high level over an extended period of time - something every CX professional needs to do. • Make Canceling Easy - Offboarding is just as important as onboarding and is often the final memory a customer has of your brand when they go out into the marketplace and talk about their interactions with you. Make sure they have nice things to say by making it easy to quit doing business with you. Are You Looking for Things We Referenced? • Kwik Rewards • Dick's Sporting Goods • Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout - by Alan Stein, Jr. • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • LawDepot • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about when good customers do bad things, the “last mile” in retail, and the “great expectations” of your customers. Bite-Sized Delight From the Episode: • It Could Always Be Worse - Customer experience professionals often worry about their customer fails and while we should always be trying to improve, it's also okay to laugh from time to time at customers' crazy expectations. • Don't Forget the Last Mile - If you sell products that are delivered to your customers, the experience of delivery to their front door is STILL part of your experience. Make sure you deliver all the way! • What Do Your Customers Really Expect? - Research from Chattermill shows that businesses may be delivering on their own expectations (internal), but most aren't meeting their customers' expectations (external). Are You Looking for Things We Referenced? • "43 ‘Customer Crimes' That Customer-Facing Workers Can't Stand" by Ross Yoder at BuzzFeed • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • "Great eCXpectations: How to Deliver the CX Your Customers Really Want" - by Chattermill • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about an immersive art experience that keeps you coming back for more, a 90th birthday party gone awry, and the importance of cross-cultural consciousness. Bite-Sized Delight From the Episode: • Explore Immersive Experiences - Immersive visual and audio components that bring old art to life in new and mesmerizing ways at the Van Gogh Immersive Exhibit offer inspiration for what brands can (and should) do to enhance and augment interactions with customers. • Don't Make Mistakes at Key Customer Milestones - A Listener Story relates how a series of mistakes for a customer hosting a 90th birthday celebration created a negative experience that will last for years to come. • Design Experiences to Cross Borders - By paying attention to language differences, Duo Lingo created a series of brand mascots that can transcend national borders and serve an international clientele. Are You Looking for Things We Referenced? • Immersive Van Gogh Exhibit - Minneapolis, Minnesota (and other locations) • Spotify Playlist for the Immersive Van Gogh Exhibit • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Free Time: Lose the Busywork, Love Your Business - by Jenny Blake • Conversation Corner with Help Scout • Duolingo • "How Zari, Bea, Lily, Lucy, and Lin came to life" by Emily Chiu and Sam Zabell • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about choosing between privacy and personalization, a meal prep delivery with only part of the meal, and how consumer preferences for online reviews are evolving. Bite-Sized Delight From the Episode: • Put Your Customers First with a Privacy First Mindset - Be deliberate and conscientious with your digital data policies to respect and honor the amount of customer data you collect and how you use it. • Don't Forget the Key Ingredients of a Remarkable Customer Experience - When a meal prep box service failed to include the protein, it was a mistake. When it failed to show empathy to the disappointed customer or to proactively fix the error, it delivered all the ingredients for a horrible experience that the customer felt compelled to share with others. • A Customer Review Strategy is a Must for Businesses - The 2022 Local Consumer Review Survey by brightlocal offers the newest research on how consumers are using online reviews to choose, trust, and understand the businesses offering services in their local area. Are You Looking for Things We Referenced? • "Is It Possible to Have Both Privacy and Personalization?” - by Michelle Hawley at CMSWire • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Jacksonville Public Library in Florida • Conversation Corner with Help Scout • Local Consumer Review Survey 2022 - by brightlocal • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about how drains can draw customer attention, a whopper of a delivery tale, and a 1 star ending to a 4 star offering. Bite-Sized Delight From the Episode: • Everything Speaks, Even Your Drain Covers - The commitment to customer experience is so great at The Savannah Bananas that an employee noticed rusty drain covers and replaced them with custom banana-themed drains - much to the surprise and delight of the team owners who always strive to put Fans First. • Partner with Like-Minded Businesses to Find Like-Minded Customers - DoorDash Dash Pass holders received exclusive access to Burger King's new Whopper Melt as a way to drive interest and orders with these two symbiotic businesses. • It's Okay If Customer Experiments Fail - The closure of Amazon's retail bookstores and 4-Star stores wasn't a failure because Amazon learned so much from the experiments and was willing to keep trying new ways to reach customers - even if it didn't work out the way they hoped. Are You Looking for Things We Referenced? • Jesse Cole - New Banana Drains (originally posted on LinkedIn) • Savannah Bananas • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • DoorDash Dash Pass • Burger King - Whopper Melt • Conversation Corner with Help Scout • “Amazon plans to shut down more than 50 brick-and-mortar stores” - by Karen Weise in The New York Times • The Non-Obvious Newsletter • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about how one restaurant is taking accessibility to new heights, putting the “customer” in “customer experience,” and what loyalty looks like when price doesn't matter. Bite-Sized Delight From the Episode: • Accessibility Needs to Be Part of Your Customer Experience - Contento (a restaurant in New York City) excels at creating remarkable experiences for all patrons and especially those in wheelchairs as reported by Pete Wells in his article for The New York Times, "Accessibility Is a Right. This Restaurant Treats It That Way." • Forget What You Think, What Do You Know?! - Annette Franz's book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, emphasizes the importance of listening to your customers and incorporating their input into your experience design. • Increased Value Counters Price Increases - Amazon Prime realizes that they can increase prices for their subscription as long as they keep increasing the value of the membership. Are You Looking for Things We Referenced? • "Accessibility Is a Right. This Restaurant Treats It That Way." - by Pete Wells in the New York Times • Pizzability - Experience This Show!, Season 4, Episode 82 • Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business - by Annette Franz • Conversation Corner with Help Scout • Amazon Prime • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman  Dan Gingiss  

Learn about the improving experience of virtual reality, the evolving schedule of sharing content, and a simple way to add time to your day. Bite-Sized Delight From the Episode: • Virtual Is Becoming More Real - Attending a business meeting in virtual reality demonstrates that all businesses need to be thinking about the impact virtual reality will have on their business and the experiences they offer customers. • Play with the Pacing of Content Distribution - Critically acclaimed series The Marvelous Mrs. Maisel shifts from dropping an entire season to dripping content at a pace of two episodes per week - continuing to experiment with the optimal experience for their viewers. • Lose the Busywork, Love Your Business - Free Time by Jenny Blake offers an easy-to-implement approach for systematizing your business, creating better customer experiences, and making sure every question lives three lives.  Are You Looking for Things We Referenced? • John Bowen - CEG Worldwide  • Jayson Gaignard - MMT • Michael Potts - M2 Studios • Accenture Buys 60,000 VR Headsets  • Here's When Every New Marvelous Mrs. Maisel Episode Drops on Amazon Prime - by Emily Burack in Town & Country Magazine • The Marvelous Mrs. Maisel • Conversation Corner with Help Scout • Hooked: How to Build Habit Forming Products - by Nir Eyal • Free Time: Lose the Busywork, Love Your Business - by Jenny Blake • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about how to make marketing fun, the current state of customer experience, and avoiding the buzzwords that people love to hate. Bite-Sized Delight From the Episode: • Fun Interactions Creates a Fun Workplace - The more colorful and playful your brand, the more you will attract that type of customer and employee. • Happy Employees Equal Happy Customers - Based on research by GetFeedback, the relationship between employee experience and customer experience should be an infinity symbol - when employees are happy, they better serve customers, thereby making those customers happy.  • Beware Buzzwords - Using meaningless buzzwords leaves employees and customers confused, irritated, and wanting to run away from you and your offerings! Are You Looking for Things We Referenced? • Verblio - a fun place to work with fun marketing • State of CX Report - by GetFeedback • Conversation Corner with Help Scout • 31 Buzzwords That Employees Truly Hate - by Geoffrey James on Inc.com • 9 Business Buzzwords People Hate So Much They Won't Want to Work With You - by Minda Zetlin on Inc.com • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about auto-payments gone awry, naming the devices you love, and getting paid to be the delivery driver for your next takeout order. Bite-Sized Delight From the Episode: • When Striving for Easy, Make the Process Easy - Allowing customers to make automatic, recurring payments reduces friction and increases convenience - but ONLY if you make the sign up and implementation process smooth and easy! • What's in a Name? Personal Connection - Bose offers customers the option of personifying their noise cancelling headphones by giving them a name and in the process, creating a stronger bond between the user and their technological device. • Reward Your Customers for Your Labor Shortages - Domino's new "tip" for customers picking up their pizza offers a playful way to acknowledge the practical realities of delivery driver labor shortages. Are You Looking for Things We Referenced? • Bose Noise Canceling Headphones • Conversation Corner with Help Scout • Domino's Response to the Labor Crunch: Pick Up Your Own Damn Pizza - by Rebecca Deczynski in Inc.com • Press Release: Domino's Carryout Tips: Because You Earned It • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about a barista who showed genuine empathy for a customer in pain, a set of care and maintenance instructions that was seriously fun to read, and a theater experience that didn't begin - or end - well. Bite-Sized Delight From the Episode: • Empathy Creates Customer Connection - While a complimentary coffee is nice, a barista showing empathy to a grieving customer makes for a memorable and remarkable interaction. • Even Your Instructions Can Be Entertaining - Goodr's Guide to Proper Eyewear Care & Maintenance brings a level of entertainment and humor to a retail product experience. • Don't Hide from Your Customers - The only thing worse than a bad customer experience is a complete lack of recourse because you can't contact anyone in the organization for help! Are You Looking for Things We Referenced? • Starbucks • Goodr Sunglasses • Conversation Corner with Help Scout • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman Dan Gingiss

Learn about how to keep your customers happy when you don't meet their expectations, the expanding QR code experience, and enhancing your offerings to meet your customers where they are at. Bite-Sized Delight From the Episode: • Messaging Creates and Confirms Customer Expectations - When bad weather impacted an Antarctic experience, casting travelers as "modern day adventures" made uncertainty easier to handle. • QR Codes are Back - To create the best customer experiences possible, you need to constantly be iterating and innovating when it comes to your use of technology - which means QR codes deserve another look in your business. • Remote COVID Testing Showcases Creative Brand Extensions - A remotely-confirmed COVID test result gives BinaxNow a premium offering - and experience - for travelers. Are You Looking for Things We Referenced? • Maverick1000 • Antarctica21 • Join Joey in Supporting Marine Protected Areas in Antarctica • Chilean COVID-19 Mobility Pass • Coinbase Super Bowl QR Code Advertisement • eMed Enabled COVID-19 At-Home Test and Lab Report • 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 a simple way to recognize your customers, a doctor engaging his patients to improve the office experience, and breaking down President Biden's executive order on customer service. Bite-Sized Delight From the Episode: • Don't Miss the Chance to Wish Someone Happy Birthday - Every customer has a birthday - but few businesses make the time to acknowledge their customer's special day and create a little moment of delight in the process. • When In Doubt, Ask Your Customers - Dr. Ryan Stewart asked how to improve the design of his gynecology office and got fantastic suggestions from thousands of people - just because he asked. • Even the Federal Government Cares about Customer Experience - A new Executive Order from President Biden details specific actions the Federal Government is taking to enhance the experience of every citizen. Are You Looking for Things We Referenced? • Dan's Birthday Wishes • Dr. Stewart Wants Your Suggestions for His Office • An Executive Order on Transforming Federal Government Customer Experiences • Rate and Review The Experience This! Show • Experience This Show! - past episodes Learn more about the Experience This Show and the hosts:  Joey Coleman https://joeycoleman.com/ Dan Gingiss https://dangingiss.com/

Learn about how NOT to get someone's attention in a first email, an in-depth review of Net Promoter Score, and when your phone is listening to the people around you. Bite-Sized Delight From the Episode: • CX Begins BEFORE Someone Becomes a Customer - Any interaction with a prospect (even a cold email outreach) starts to establish the future customer experience. Don't miss the chance to be remarkable and set the right tone for interactions you'll deliver in the future. • Make Sure You Use Net Promoter Score the Right Way - Fred Reichheld's newest book "Winning on Purpose - The Unbeatable Strategy of Loving Customers" shows that when used properly, NPS scores are still a valuable way to enhance your customers' experiences and improve your bottom line. • Listening to Your Customers Can Be Creepy - Using technology to listen to your customers' private conversations and then feed them targeted promotions can easily produce a negative experience. Are You Looking for Things We Referenced? • Winning on Purpose - The Unbeatable Strategy of Loving Customers - by Fred Reichheld • Rate and Review The Experience This! Show • Experience This Show! - past episodes Learn more about the Experience This Show and the hosts:  Joey Coleman https://joeycoleman.com/ Dan Gingiss https://dangingiss.com/

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

Learn about dealing with unruly customers, exploring real-time data from your appliances, and the fight against digital pollution! Bite-Sized Delight From the Episode: • Train Your Team to De-Escalate with Customers - Pandemic-related stress is increasingly requiring your team to deal with emotional outbursts and erratic behavior from customers. • Share Useful Data with Your Customers - LG's refrigerator shares valuable reporting/information to help customers be more energy efficient and maximize the benefits of the product's features. • Everyone Needs to Reduce Digital Pollution - Ethan Beute and Stephen Pacinelli's new book “Human Centered Communication” recommends every business apply the principles of human centered design to their daily digital communication. Are You Looking for Things We Referenced? • LG "Smart" Refrigerators • Human Centered Communication: a Business Case Against Digital Pollution - by Ethan Beute and Stephen Pacinelli Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss

Learn how to make up for missing pieces in your customer experience, why it's crucial to think long term in a short term environment, and how you can take pointers on being remarkable - from the DMV! Bite-Sized Delight From the Episode:   • Your Personality is a Force - LEGO's playful, Star Wars-themed response is a perfect example of letting your brand personality shine in customer communications. • Focus on the Long Term - Dorie Clark's new book “The Long Game” offers a powerful framework and useful tactics for making long-term choices in a short-term environment. • Know More about Your Customers - The Iowa DMV's use of optional designations on a driver's license allows for a higher level of personalized service and interaction for everyone that sees the ID. Are You Looking for Things We Referenced? • “A Customer Discovered Their $350 Lego Set Was Missing Pieces. The Company's Response Was Brilliant.” - by Jason Aten at Inc.com • The Long Game: How to Be a Long-Term Thinker in a Short-Term World - by Dorie Clark • Iowa Driver's License - Optional Designations Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss

Learn about the rising expectations of retail customers, getting into your customers' brains, and how a traditional Chinese practice may make working from home more tolerable. Bite-Sized Delight From the Episode: • Upgrade Your Online Presence - Shifting customer expectations in a post-COVID era require you to enhance your online/ecommerce experience now. • Experience Behavioral Economics - Melina Palmer's newest book ”What Your Customer Wants and Can't Tell You” offers a guide and checklist to unlock your customers' decision-making process and apply psychology/behavioral economics to your business. • Shift the Environment - blending feng shui with customer experience can inspire your team/staff and your customers. Are You Looking for Things We Referenced? • The Changing Face of Retail: What Modern Consumers Expect From Retail Customer Service - Kustomer • What Your Customer Wants and Can't Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics - by Melina Palmer • Companion Workbook for “What Your Customer Wants and Can't Tell You” - by Melina Palmer • Claire Bosco Scott - BizShui Method Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss

Learn about how to get your customers to “come back” again and again, how D.A.D. can help you stand out in a crowd, and how to grow your business by growing your clients' business! Bite-Sized Delight From the Episode: • Avoid the “Terminator” Customer - Shep Hyken's newest book ”I'll Be Back” explains why customers leave and how to design your business to keep them coming back. • Different Experiences Can't Be Ignored - Mike Michalowicz offers a three set process for differentiating, attracting, and directing prospects to become customers in his entertaining and actionable new book “Get Different.” • People Want to be Members Instead of Customers - By focusing on making people feel like a member, author John Jantsch shows how you can create “The Ultimate Marketing Engine.” Are You Looking for Things We Referenced? • I'll Be Back: How to Get Customers to Come Back Again & Again - by Shep Hyken • Get Different: Marketing That Can't Be Ignored! - by Mike Michalowicz • The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share - by Dan Gingiss • The Ultimate Marketing Engine: 5 Steps to Ridiculously Consistent Growth - by John Jantsch Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss

Learn about the hottest new CX book of 2021 in a special episode featuring an exclusive, all-access, backstage pass, behind-the-scenes interview with the author! Bite-Sized Delight From the Episode: • Be an Experience Maker - make every business decision with the customer in mind. • Design W.I.S.E.R. Experiences - Witty, Immersive, Shareable, Extraordinary, and Responsive interactions lead to loyal customers and raving fans. • Keep in Mind that Offline is Becoming Online - Everything we do, everywhere we go, we can pull out our phones, take a picture or video, and turn an offline experience into an online experience. Are You Looking for Things We Referenced? • The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share - by Dan Gingiss • Discover Card • Chewy.com • Sipsmith Gin Learn more about the Experience This Show and the hosts: Dan Gingiss Joey Coleman

Learn about reconnecting with familiar brands in the COVID-era, when temperature impacts the client experience, and a lawyer's office that is fun to visit. Bite-Sized Delight From the Episode: • Make Apologies about Your Customers - Delta welcomes back flyers with new protocols and apologizes for not meeting customer expectations. • Clear, Consistent Customer Communication Avoids Frustration - An air conditioning company's failure to communicate costs them the project and a long-term customer. • Unexpected Experiences in Unexpected Places Create Remarkable Interactions - A law firm with “The World's Greatest Toy Closet” creates a memorable interaction for their client's children. Are You Looking for Things We Referenced? • Delta's Apology for Not Meeting Customer Expectations • The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share - by Dan Gingiss • Shaheen Law Firm (Richmond, VA) - home to The World's Greatest Toy Closet Learn more about the Experience This Show and the hosts: • Joey Coleman • Dan Gingiss

Learn about one of the greatest CEOs of this generation sharing his final thoughts, the common path to uncommon success, and a listener takes on customer reviews -- every last one of them. Bite-Sized Delight From the Episode: • From Earth’s Most Customer-Centric to Earth’s Best Employer/ Safest Place to Work - Amazon commits to delivering remarkable employee and environmental experiences in the future. • The Path Forward is Clear - John Lee Dumas’ book, The Common Path to Uncommon Success provides a 17 step plan for financial freedom and fulfillment. • Reply to Every Review - From Good to Bad and Everything In Between - Experience This! listener Rosina Cavano shares how replying to bad reviews turns unhappy customers into raving fans. Are You Looking for Things We Referenced? • Jeff Bezos Final Letter to Amazon Shareholders • The Common Path to Uncommon Success: A Roadmap to Financial Freedom and Fulfillment - by John Lee Dumas • Solvvy - The Next-Gen Chatbot • Fuse Lenses Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about creating a workplace that employees and customers love, making your big ideas irresistible, and the power of a protagonist playlist. Bite-Sized Delight From the Episode: • Gauge Employee Experience by How Often They Say “I Love it Here!” - Learn how to go undercover in your business to accurately gauge employee experience, and then enhance it, with Clint Pulver’s new book (I Love It Here) as your guide • Connect Your Ideas with a Common Throughline - Tamsen Webster’s book, Find Your Red Thread offers a blueprint for using story to make your big ideas irresistible. • Forget Their Shoes - Step Into Your Customers’ Headphones - A protagonist playlist like the one created by author Olivia Abtahi for her book Perfectly Parvin offers inspiration for creating a playlist to accompany your customers’ journeys. Are You Looking for Things We Referenced? • I Love It Here: How Great Leaders Create Organizations Their People Never Want to Leave - by Clint Pulver • Find Your Red Thread: How to Make Your Big Ideas Irresistible - by Tamsen Webster • Solvvy - The Next-Gen Chatbot • Perfectly Parvin - by Olivia Abtahi • Perfectly Parvin Protagonist Playlist Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about a new app that helps you see even if you can’t, why making and keeping your promises is key to a successful experience, and why dumping generic language may bring you closer to your customers. Bite-Sized Delight From the Episode: • Can Your Customers See You? - Starbucks partners with Aira to create accessible experiences for blind and low vision customers. • What Promises Are You Making? - Jeff Toister’s book, "The Guaranteed Customer Experience" showcases the power of every employee knowing the promises made to the customer, as well as the role they play in fulfilling those promises. • Can I Call YOU By Name? - Personalizing your customer communications (even just to say you vs. user) creates more connection and improves your bottom line. Are You Looking for Things We Referenced? • Starbucks offers Aira, creating accessible experience for blind and low vision customers • The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises - by Jeff Toister • Solvvy - The Next-Gen Chatbot Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about offering new products to your raving customers, speaking words of encouragement when you aren’t in the room, and making the big leap to do it on your own. Bite-Sized Delight From the Episode: • If Your Fans Love You, They Will Buy Your Next Product - Fostering a strong connection with existing customers (like Pela does) is the best way to get customers for your next new product. • Untimed Experiences Create Memorable Moments - a message on a bathroom mirror at Children’s National Hospital creates a memorable interaction at just the right moment in the brand experience. • The Self-Employed Experience - Jeffrey Shaw’s brand new book "The Self-Employed Life" offers a playbook for managing the business’ owners experience with personal development, business strategies, and daily habits. Are You Looking for Things We Referenced? • Lomi - Turn Waste To Compost with a Single Button • Children’s National Hospital • Solvvy - The Next-Gen Chatbot • The Self-Employed Life: Business and Personal Development Strategies That Create Sustainable Success - by Jeffrey Shaw Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about making your website available to ALL customers, focusing on the little things to bring out creativity, and a restaurant known for its - Instagram page?! Bite-Sized Delight From the Episode: • Design Experiences for ALL of Your Prospects and Customers - Innovative tools like Accessibe (which makes websites ADA and WCAG compliant) allow you to create positive experiences for a variety of people in an easy and efficient way. • Innovation Keeps Experiences Fresh - Josh Linkner’s new book Big Little Breakthroughs shows how micro-innovations all you to tackle tough challenges and seize transformational opportunities. • Fun Messaging Creates Fun-Loving Fans - El Arroyo’s playful signage, when displayed on Instagram, takes a fun in-person signage experience and expands it into the world-wide, digital arena. Are You Looking for Things We Referenced? • Accessibe •  Big Little Breakthroughs: How Small, Everyday Innovations Drive Oversized Results - by Josh Linkner • Solvvy - The Next-Gen Chatbot • Instagram for El Arroyo Restaurant in Austin, Texas Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about enticing your customers to come back after COVID, videos that capture your brand spirit, and managing camera fatigue in a video-based business environment. Bite-Sized Delight From the Episode: • Entice Old Customer with New Experiences - Delta encourages flyers to return to the sky with new ways to earn status/miles, extended deadlines, and enhanced benefits. • Aspirational is the New Inspirational - Red Bull captures their brand spirit with aspirational and entertaining videos. • Beware Zoom Fatigue - Citi Group creates Zoom-Free Fridays to combat video fatigue during the pandemic Are You Looking for Things We Referenced? • Delta Airlines Entices Flyers with Enhanced Rewards • Speedriding Through An Alpine Resort - From Avoriaz With Love - by Red Bull • Solvvy - The Next-Gen Chatbot • Citi Creates ‘Zoom-Free Fridays’ to Combat Pandemic Fatigue - by Anna Schaverien in the New York Times Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about the state of customer experience in 2021, the answers to all of your baking questions, and what we love – and can’t stand – about hiring contractors. Bite-Sized Delight From the Episode: • Catch Up with Your Customers - most customers are using multiple messaging platforms, but most brands are lagging behind, creating a negative customer experience. • Help is a Phone Call Away - King Arthur Baking Company’s customer hotline can help with all your baking needs - even if you’re NOT using their flour in the recipe. • Measure Twice, Cut Once - Building contractors offer a host of behaviors to model - or avoid - when it comes to creating remarkable customer experiences. Are You Looking for Things We Referenced? • The Definitive Guide to CX 2021 - by Conversocial • Bakers Hotline - King Arthur Baking Company • Solvvy - The Next-Gen Chatbot Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about a secret message for an interstellar audience, making products that consumers actually want, and warning customers about bad things before they even realize it. Bite-Sized Delight From the Episode: • Hidden Messages Draw Attention - A series of messages hidden in codes and imagery added an “Easter Egg” layer of creativity and intrigue to NASA’s Perseverance Rover project on Mars. • Eliminate the Middle for a Better Experience - China’s fast growing C2M (consumer-to-manufacturer) offerings pair big data with AI to identify the latest consumer shopping trends and then produce custom products for direct-to-consumer sale. • Tell Customers the Bad New Quickly - American Express uses text messages and phone calls to make cardholders aware of potential fraud within minutes. Are You Looking for Things We Referenced? • “NASA Sent a Secret Message to Mars. Meet the People Who Decoded It.” - by Kenneth Chang in the New York Times • Pinduoduo’s Consumer-To-Manufacturer (C2M) Offerings • Solvvy - The Next-Gen Chatbot • American Express Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about the importance of being relevant to your customers, how augmented reality is helping to ease purchase decisions, and how to use data to drive predictive CX. Bite-Sized Delight From the Episode: • Focus on Relevance - New research from Coveo shows the relevance is a key element of the customer experience conversation. • Augmented Reality in Your Own Home - Empire Carpet is but one company in the home improvement space that is harnessing the power of augmented reality to create a remarkable experience in the home. • The Future of CX - McKinsey Quarterly makes four predictions about turning data into insight and action using predictive analytics. Are You Looking for Things We Referenced? • Coveo Relevance Report 2021: Ecommerce • Empire Carpet Augmented Reality • Solvvy - The Next-Gen Chatbot • Prediction: The Future of CX - McKinsey Quarterly Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about getting people to come to court, when the custom clothing experience just doesn't measure up, and a remarkable birthday celebration at a car dealership. Bite-Sized Delight From the Episode: • Design to Experience Compliance - Redesigning a court summons for a better, clearer user experience allowed scientists to reduce missed court appearances and keep warrants from being issued. • Apologies Must Be Sincere - When a custom suit company failed to deliver for a wedding, the bland email apology didn’t measure up to a positive experience. • Say Yes to Future Customers - When Shimkat Motors heard that a “future” customer loved their new rock wall for displaying cars, they turned a six year old’s birthday into something to talk about! Are You Looking for Things We Referenced? •"Behavioral Nudges Reduce Failure to Appear for Court" - by Alissa Fishbane, Aurelie Ouss, and Anuj K. Shah in Science magazine • Solvvy - The Next-Gen Chatbot • Skimkat Motors - Fort Dodge, Iowa Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about a new way to take your vitamins, how government regulations affect businesses, and creating intentional friction in e-commerce. Bite-Sized Delight From the Episode: • A Daily Dose of Experience - Custom vitamins with personalized messaging from Care/of creates customer connection and builds long-term loyalty. • Print Ads for Social Media Catch the Eye - Facebook’s effort to promote regulatory legislation stands out for placement in the newspaper. • Friction for the Win - The "IKEA Effect" occurs when high quality furniture must be assemble by the customer - leading to a perceived increase in value, while reducing overall costs. Are You Looking for Things We Referenced? • Care/of - personalized daily vitamins (50% off first order) • Facebook Encourages Regulation • Solvvy - The Next-Gen Chatbot • "Friction in e-commerce: Sometimes it’s a good thing." - by Branwell Moffatt on The Future of Customer Engagement & Experience • Season 5, Episode 101 - Agree to Disagree: The Benefits and Costs of More Convenience (discussing Privacy) • Season 2, Episode 42 - Required Remarkable: Assembling Target Furniture Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about an advertisement with extra special details, cutting edge research on the power of online reviews, and a creative way to get customers to follow your directions. Bite-Sized Delight From the Episode: • Provide the Name, Height, and Weight - Stellar Equipment’s new product release included the name of the models - as well as their measurements - to make sizing up an online purchase easier for their customers. • Online Reviews are More Powerful than Ever - Research from Podium’s “2021 State of Reviews Report” shows the impact to sales and retention when it comes to online reviews of your business, products, and services. • The Sounds of Success - specifically-timed song sets allow for perfect pasta thanks to Barilla’s pasta-specific playlists. Are You Looking for Things We Referenced? • Stellar Equipment - Free Shell System • Podium • 2021 State of Reviews Report • LoveThePodcast.com/ExperienceThis • Solvvy - The Next-Gen Chatbot • Mixtape Spaghetti Playlist - Barilla Pasta Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about using video to help explain things to your customers, avoiding irrelevance through digital innovation, and a maid service that is doing far more than just sweeping and dusting. Bite-Sized Delight From the Episode: • Show Customers What You Did - Fields BMW shared a video check-up of Dan’s car - leading to confidence in the tune-up and ongoing loyalty as a customer. • Beware Loving Who You Already Are - Getting caught up in your current brand identity stops innovation. Find more great gems in Howard Tiersky’s fantastic book Winning Digital Customers. • Remarkable Experiences Retain Customers - by making sure to deliver amazing experience across the first eight visits, Robin Murphy and her team at Maid Brigade keep customers for over 40 visits! Are You Looking for Things We Referenced? • Fields BMW • "Winning Digital Customers: The Antidote To Irrelevance" - by Howard Tiersky • FREE Chapter from Winning Digital Customers • Solvvy - The Next-Gen Chatbot • Robin Murphy at Maid Brigade Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about products that provide their own soundtrack, rockstars that aren’t real, and a story that made me want to try a brand new product. Bite-Sized Delight From the Episode: • What is the sound of your product? - LEGO created a podcast for their Iron Man Art set and a custom playlist of white noise on Spotify to add a “sound” to their offerings. • Is She Real? Does It Matter? - Computer generated personas like Lil Miquela add a new and fascinating dimension to the concept of an influencer when the consumer knows the influencer isn’t a real human. • Tell Your Story in a Simple, Compelling Fashion - the San Juan Island Sea Salt website and packaging sells the value and creativity of the product before the jar is ever opened! Are You Looking for Things We Referenced? • Ultimate Iron Man - by LEGO • LEGO on Spotify - The Waterfall • Lil Miquela - Hard Feelings • Lil Miquela • ThisPersonDoesNotExist.com • Solvvy - The Next-Gen Chatbot • San Juan Island Sea Salt • “Website Navigation by Tank Design” - Experience This Show - Episode 48 Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about a portrait of your pet, zeroing in on customer centricity, and how “mini” -- and even “no” -- have become big. Bite-Sized Delight From the Episode: • Unexpected Presents Create Raving Fans - Chewy sends customers paintings of their dogs (the customer’s dog that is) as a highly personalized, surprise and delight thank you for being a customer. • Zero In on Customers - Dennis Geelen’s new book “The Zero In Formula: The Definitive Guide to Building a Disruptive and Sustainable Business Through Customer-Centric Innovation” provides a playbook for creating remarkable customer experiences. • A Little Sample Can Create a Big Fan - by packaging drinks in mini-bottle size, new brands can grow big fans. Are You Looking for Things We Referenced? • “Cezanne or Chewy?” by Joseph Pisani in the Chicago Sun Times • “Chewy.com and the Power of Word-of-Mouth Marketing” - Experience This Show - Episode 17 • “Chewy Revisted” - Experience This Show - Episode 50 • "The Zero In Formula: The Definitive Guide to Building a Disruptive and Sustainable Business Through Customer-Centric Innovation” by Dennis Geelen • Solvvy - The Next-Gen Chatbot • “Don’t Sneer at This Beer Anymore” by Josh Noel in the Chicago Tribune Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn why your branding may spoil the experience, how to use nostalgia in unexpected ways, and what your culture says about your customer experience. Bite-Sized Delight From the Episode: • Branded Box Fail - If your product is something a customer might give as a gift, make sure to check with them before shipping a highly-branded package to an unsuspecting recipient and ruining the surprise with you branding. • Nostalgic Hold Music - Octopus Energy creates an emotional connection with their customers by using their birthday to play the #1 song from when they were 14 years old as their hold music. • Make Sure Your EX and CX are Part of Your Interview Process - show candidates how your company culture operates before they join the team to maximize their culture fit. Are You Looking for Things We Referenced? • “Anticipate Customer Needs and Engage Them with Your Packaging” - Experience This Show - Episode 56 • 52 Things I Learned in 2020 - by Tom Whitwell (Flux Studios) • Octopus Energy - Hold Music • Solvvy - The Next-Gen Chatbot • “4 Steps to Sharing Company Culture During the Interview Process, and Why You Need To” - by Tony Amante Schepers Find a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about encouraging your customers to do business with your competitors, using visuals to connect at every step in the customer journey, and watching how brands behave when they don’t know they are being watched. Bite-Sized Delight From the Episode: • Burger King Wants You to Order a Big Mac - Desperate times call for bold action and when your industry is struggling, a purchase from your competitor still helps you • The Visual Sale - Marcus Sheridan and Tyler Lessard provide a playbook for incorporating video into your marketing, sales, and customer service/experience activities • What to Do When Your Customers Are Watching You?! - make sure that your employees know they are being watched and their behavior while “on duty” reflects on the overall brand experience Are You Looking for Things We Referenced? • "Burger King urges customers to order food from McDonald's, Subway and KFC instead" - Gloucestershire Live Website • The Visual Sale: How to Use Video to Explode Sales, Drive Marketing, and Grow Your Business in a Virtual World - by Marcus Sheridan and Tyler Lassard • Experience Points - presented by Avtex • Kind Delivery Driver Shovels Snow After Dropoff Find more links and a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

Learn about making your mark on your best customers, why the robots may be coming faster than we think, and how holiday shopping habits are changing amidst a global pandemic. Bite-Sized Delight From the Episode: • Making Your Mark on Brand Ambassadors - Continuing to connect with your VIP customers year after year creates a long-term relationship and leads to ongoing, positive word of mouth • The Age of Intent - P.V. Kannan explores the role AI will play in the future of business operations • Ecommerce Marketing 2020 - a study of 1,000 consumers by Ignite Visibility shows dramatic shits in online purchasing trends and behaviors Are You Looking for Things We Referenced? • Maker’s Mark Ambassador Program • Age of Intent by P.V. Kannan • Experience Points - presented by Avtex • Ecommerce Marketing Survey by Ignite Visibility Find more links and a full transcript of the show at: http://ExperienceThisShow.com. See you next week!