Experience This!
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Welcome to Experience This! where you'll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and
Experience This!
1y ago
Learn about an airline that decided to stop providing telephone customer service, how to improve on the B2B experience, and a government crackdown on unnecessary fees.
Bite-Sized Delight From the Episode:
• Don't Call Us - Frontier Airlines' controversial decision to eliminate their customer service phone number may save money but may cost them customer loyalty (and will surely impact customer experience).
• B2B Businesses Should Improve Their Customer Experience - In his new book, "Do B2B Better: Drive Growth Through Game-Changing Customer Experience," Jim Tincher shares tips and techniques f ..read more
Experience This!
1y ago
Learn about the value of having fun within a business, the way products differ from region to region, and the continued importance of connecting with your customers using meaningful, customized communications.
Bite-Sized Delight From the Episode:
• Explore Ways to Infuse More Fun in Your Workplace - Kristi Herold's new book, "It Pays to Play" offers a roadmap for enhancing employee engagement, retention, and participation using intentional play.
• Pay Attention to Whether You're Using the App or It's Using You - The difference between TikTok's Chinese version and American version i ..read more
Experience This!
1y ago
Learn about an environmentally friendly ketchup bottle, a song for the age we’re living in, and a pre-written thank you card that will make you smile.
Bite-Sized Delight From the Episode:
• Is Your R&D Focused on Enhancing Your CX? - Heinz spent over 185,000 hours and $1.2 million to create a new, fully-recyclable ketchup bottle cap - because it was the right thing to do for the environment and their increasingly environmentally-conscious customers.
• Give Your Customers What They Want Before the Go - Ryan Anderson's catchy parody song reinforces the importance of making the customer ..read more
Experience This!
1y ago
Learn about the psychology behind buyer decisions, what banking customers are looking for from their bank, and a car-buying experience with long-lasting effects.
Bite-Sized Delight From the Episode:
• B2B Still Involves Humans - Just because you operate in a B2B environment, doesn't mean your communications should lack a human touch. To make the most of the B2B Risk-Reward Gap, pay attention to the personal needs of the individual that is your point of contact with your customer.
• Don't Rest on Your Relationships! - Banks have long term customers but shouldn't take that loyalty for gran ..read more
Experience This!
1y ago
Learn about the importance of keeping your customers in the loop, the sound of customer silence, and the power of creative storytelling!
Bite-Sized Delight From the Episode:
• Keep Your Customers Informed - Research by Instacart shows that keeping customers aware about inventory and managing their expectations about availability leads to increased order frequency and increased lifetime value of the customer.
• Try Being Quiet - Explore the experience created by Amsterdam Schipol Airport and stores in Dublin by considering what it would be like to create a "quiet experience" for your cust ..read more
Experience This!
1y ago
Learn how proactive customer service can increase loyalty, why timing is everything, and how to have fun with paying bills!
Bite-Sized Delight From the Episode:
• Proactively Reach Out to Customers - ComEd's "Storm is Coming" email helps customers to be prepared and stay informed in a challenging time. How can you let your customers know you are aware and paying attention to things that will effect them?
• Move Quickly and Respond Even Faster - Jay Baer's new "Time to Win: 2022 Consumer Patience Study" found two-thirds of respondents say speed is as important at price!
• Every Interactio ..read more
Experience This!
1y ago
Learn about the brands consumers LOVE the most, a test that you definitely want to pass, and the retailers that are winning with in-store experiences.
Bite-Sized Delight From the Episode:
• Loved Brands Grow Faster - The third annual Brand Love report by Hootsuite and Talkwalker shows that loved brands grow 3X faster and the top brands are beauty and fashion because they deliver what customers want.
• Playful Little Touches Get Noticed - StreamYard's "test audio" feature produces smiles with a playful song by two members of the StreamYard support team
• Store Experience Still Matters - Brands ..read more
Experience This!
1y ago
Learn about a pre-purchase experience that created a big purchase, a common occurrence with an uncommon resolution, and a regular service without regular scheduling.
Bite-Sized Delight From the Episode:
• Treating People Well is the Best Upsell - When a salesperson listens, empathizes, and answers questions directly (like the team at Mattress Galaxy) it builds the kind of trust and rapport that leads to great sales.
• Make It Easy to Keep Doing Business With You - Customers move and when they do, making it easy to update their mailing address is a great way to continue receiving their business ..read more
Experience This!
1y ago
Learn about how one company rolled back a major decision after customer backlash, how immersive experiences have become all the rage, and how you can create experiences anywhere - even when a customer makes a mistake.
Bite-Sized Delight From the Episode:
• Listen AND Respond to Your Customers - When loyal customers backlashed at the elimination of a feature enjoyed by a small but vocal portion of users, TurboTax reversed their decision and re-instated the "ItsDeductible" program.
• Think Immersive for Your Experiences - As customers crave more immersive experiences, explore ways to deliv ..read more
Experience This!
1y ago
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 revisi ..read more