Clued In Podcast with Lou Carbone

In this episode of Clued In, Lou has a chance to catch up with a dear friend, Len Berry, Distinguished Professor of Marketing at Texas A&M. Len shares stories of his time researching experiences at the Mayo Clinic and provides heart-felt examples of what he refers to as 'empathetic creativity'. Len also expands on a recent article he co-authored that describes the healthcare experience to be variable, complex, and personal. 

From the importance of staffing the right individuals to extraordinary levels of demonstrated empathy, the stories covered in this episode will touch your heart and expand your thinking on the role 'experience clues' play for patients, families, and practitioners.

In many organizations, CX thinking has been crammed into similar activities taking place in other departments…concerned about their numbers, profitability, or productivity. Mike Wittenstein, founder and managing partner of StoryMiners®, shares his thoughts on how CX should be a place of innovation, clear vision for the future, balancing perspectives, and making every business process and transaction a little more human.

Join Lou and Mike on this episode of Clued In the Podcast as they review the current state of CX through personal stories to help organizations embrace an adaptive strategy. As Mike shares, “…customer experience is not to optimize an existing business…it is to give it new life and help it find a better future…”

'Clued In' is more than a show title. Clues are the atomic structure of the experiences we provide to customers, employees, patients, and more. Are you aware of the clues you are providing? Some clues we create intentionally while others are haphazard and greatly detract from what otherwise would be a positive experience.

In this episode, Lou dives deeper into the concept of experience clues (functional, mechanical, and humanic) and the impression they create during and after an experience. This is critically important to organizations as our impressions shape attitudes and ultimately drive behavior. Join Lou as he shares his knowledge on the importance of being 'clued in'.

In this episode Lou discusses the topic of Journey Mapping…but not for the reason you may think. Journey maps have been used in process improvement for many years and provide valuable insights for process improvement, creating efficiencies, and more. However, to create truly distinctive experiences that provide a competitive advantage, the viewpoint taken to create your map is critical.

Are you mapping your customer’s journey by ‘walking in their shoes’ (website visits, interactions with employees, etc.) or are you mapping the journey ‘from the mind of the customer’? Join Lou as shares his insights and how this perspective provides organizations the ability to imbed clues that create a distinct experience and increase brand loyalty.

In this episode of Clued In with Lou Carbone, David Speakman (Chairman of Genus Capital Ltd and former Owner and Founder of Travel Counsellors Ltd.) joins Lou to discuss what they both refer to as the ‘COVID cop-out’. How organizations lowered service/experience standards during a time in which experience design should have taken certain stage.

Join Lou as he provides an acid test of your current CX/EX strategy and actions and introduces the 5 Absolutes of Experience Management. The 5 Absolutes outline a path to move beyond the current model of 'break/fix' many organizations find themselves in and into a mindset of 'sense and respond'. This episode is short and yet leaves a powerful message all organizations should discuss as they work through their experience design. 

In this episode, Lou Carbone will share his concern (and frustration) with the current state of CX and why he was inspired to launch his own podcast. Join him as he lays the groundwork for Clued In the Podcast.