Experience This!

Learn about how ChatGPT and other AI software can create an entire episode of Experience This, the best CX brands according to ChatGPT, and asking ChatGPT all the tough customer experience questions.

Bite-Sized Delight From the Episode:

• Empathy in Customer Experience - When asked to create an episode of Experience This, ChatGPT focused on the power of empathy to build relationships with customers.

• Even AI Knows the Top CX Brand...

Learn about the must-read customer experience book of 2023, how rockstars connect with their raving fans, and the things you never knew, but always wanted to ask, about CX professionals.

Bite-Sized Delight From the Episode:

• Create Superfans - Brittany Hodak's must-read book "Creating Superfans: How To Turn Your Customers Into Lifelong Advocates" offers a fantastic playbook for succeeding in the Experience Economy.

• Celebrate Hal...

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 I...

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 in...

Learn about hilarious product instructions, what we love–and can’t stand–about health insurance, and our forecast for 2023 customer experience trends. 

Bite-Sized Delight From the Episode:

• Even Labels Offer the Chance for an Experience - Product labels and instructions give you the chance to be witty, clever, and intriguing. Don't miss the opportunity to make every customer communication an experience.

• Health Insurance: Things ...

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-c...

Learn about the rapidly changing digital landscape, an airline that’s trying to make sitting in the middle seat fun, and what makes the Starbucks experience so remarkable. 

Bite-Sized Delight From the Episode:

• In Times of Uncertainty, Listen More - With so many massive changes in the digital environment, approach new platforms and technologies with a great deal of curiosity, but a healthy dose of skepticism. When in doubt, double...

Learn about how to deliver unreasonable hospitality, a meal featuring your name in lights, and a great way to turn a mistake into marketing. 

Bite-Sized Delight From the Episode:

• Be Unreasonable with Your Hospitality - Will Guidara's page-turner "Unreasonable Hospitality" details his journey turning a two-star brasserie into the world's #1 restaurant by focusing on over-the-top interactions and story-worthy flourishes. 

• The Exp...

Learn about the evolving meaning of emojis in conversation, the sound of focusing on your core customers, and some innovative examples of immersive live event experiences. 

Bite-Sized Delight From the Episode:

• Be Careful with Your Emojis - Emojis can have VERY different meanings depending on the age of the person sending and/or receiving the message.

• It Sounds Like You Could Focus More - Bose is refocusing on their core offerin...

Learn about a less than logical checkout experience, the evolving role of mobile apps in banking, and an UN-VEGAS hotel in Las Vegas. 

Bite-Sized Delight From the Episode:

• Sequencing of Customer Interactions Matters More than You Might Think - Make sure to use logic when creating customer interactions - especially those that happen in person. Customers want interactions to be logical and seamless, similar to the interactions they...

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...

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 - Ex...

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...

Learn about a playful way to serve niche audiences, incorporating pop culture into your customer messaging, and a way to get your customers engaging with you every single day… for weeks on end! 

Bite-Sized Delight From the Episode:

• Connect the Niches Within Your Customer Base - DuoLingo's language course for High Valyrian (a conlang from Game of Thrones) connects sub-segments of their customer base in a playful, engaging way.

• E...

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 Not...

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 ...

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 deci...

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...

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 complet...