Experience This!

Learn about the less-than-straight path of the typical B2B customer, the power of words as demonstrated by the one and only Mr. Rogers, and The Department of State's efforts to make the customer journey efficient and effective!

Bite-Sized Delight From the Episode: • How the non-linear, B2B customer journey is filled with efforts to find information, validate that information, and then align the seven internal stakeholders who need to buy in. • How Mr. Rogers applied a 9 step process to make sure his language and messaging was understood by everyone in his audience. • How The United States State Department developed an easy and efficient process for getting a passport in a hurry - while taking into consideration their "customers" needs and wants.

Are You Looking for Things We Referenced? • "If You Think The Customer Journey Is Linear or a Funnel, New Research Suggests You Are Wrong." by Kimberly Whitler • "Mr. Rogers Had a Simple Set of Rules for Talking to Children." - by Maxwell King

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about major customer experience fails that were so easy to avoid including: a server blaming the kitchen for a food mistake, a professional sports team not valuing a 34-year season ticket holder, and a B2B partnership that faltered when one company publicly bad mouthed the other!

Bite-Sized Delight From the Episode: • How remarkable customer experiences hinge on having well-trained, happy employees who proudly represent your brand and understand their critical contribution to the customer experience. • Why customer loyalty is earned over time and why it's crucial to stay connected to your long-term customers. • Why the experiences you give to your vendors and partners are just as important as the experiences you give your customers.

Are You Looking for Things We Referenced? • "Don't Blame Me. I Just Work Here." by Shep Hyken

• Focus on Customer Service: Scotty's Brewhouse

• Why Loyalty Must Go Both Ways With Your Best Customers

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about a flight crew's commitment to deliver an "out of this world" experience for their passenger, how ending a relationship is just as important as starting a relationship, and how moving doesn't have to be a nightmare experience.

Bite-Sized Delight From the Episode: • How Southwest airlines went above and beyond to help a passenger create a once-in-a-lifetime photograph of The Great American Eclipse • Why Audible's process for canceling a subscription will keep customers coming back for more • Why people - not boxes - are the most important component of a successful move

Are You Looking for Things We Referenced? • "This Is The Most Amazing Photo Ever Taken From a Commercial Airplane" by Bill Murphy, Jr. • Black Belt Movers

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn about a coffee shop that caters to the deaf community, constructing a media stand without going crazy, and an entire state dedicated to customer experience.

Bite-Sized Delight From the Episode: • How Starbucks' commitment to customer experience led to the creation of a store designed to serve deaf and hard of hearing patrons • Target's emotional handholding and confidence building for customers assembling furniture • What government agencies can learn when they commit to customer experience

Are You Looking for Things We Referenced? • "At Starbucks's New D.C. Store, Employees Will Know Sign Language" by Rachel Siegel • Utah's Statewide Customer Experience Program

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Learn how Hollywood has improved the act of waiting, how the Magic Kingdom continuously commits to customer experience, and how talking in the restroom can create a remarkable experience.

Bite-Sized Delight From the Episode: • How Universal Studios cracked the code on waiting. • Three principles Disney committed to in order to enhance the customer experience • The Remarkable experience of Moaning Myrtle in the Universal Studios restroom

Are You Looking for Things We Referenced? • Universal Studios • Transformers Ride • The Wizarding World of Harry Potter

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Listeners share their experiences, including how one employee turned a customer into a brand ambassador, a wedding photographer who got rave reviews before the photos were even delivered, and a luggage company that helped its customers adjust to new airline regulations.

• How one employee turned a customer into a brand ambassador.
• Why wedding photography is about more than just the photos.
• One smart luggage company's response to shifting regulations.
• The improvements customers are looking for in the B2B experience.

• The Experience This! Survey
• The CX Accelerator
• Brown Family Photography
• Chris Strub on Twitter
• "Airline Smart Luggage Ban Goes Into Effect" by Grant Martin
• The Next Generation of B2B Purchasing: Millennials, Marketplaces, and Digital Buying Preferences
• Smarter CX by Oracle
• Oracle CX Performance Assessment

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

The best way to get and respond to customer reviews, unexpected customer experiences when your car breaks down on a road trip, and a look at the good and the bad aspects of moving.

• How to handle customer reviews like a pro.
• A road trip horror story turns into a remarkable customer experience.
• The highs and lows of moving.
• Why there's room for growth in B2B digital buying channels.

• How to Use Reviews to Turn Your Clients' Local Searchers Into Customers
• The Next Generation of B2B Purchasing: Millennials, Marketplaces, and Digital Buying Preferences
• Smarter CX by Oracle
• Oracle CX Performance Assessment

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

How Nespresso accounts for every moment in the customer experience lifecycle, the problem with introducing new technology to the customer experience, and whether or not the end of cash is in our future.

• An in-depth look at how Nespresso has perfected the customer experience lifecycle.
• Will digital wallets create a revolution in seamless customer experience, or is it further off than we think?
• When your new CX technology turns into a customer experience problem.
• The changes coming to B2B buying.

• Episode 34 - Punks, Chains, and Nightlights!
• "The Caffeinated Tale of Nespresso & How They Do Customer Experience Right" by Becky Roemen
• "Cash Or Credit? Try Asking Your Customer" by Dan Gingiss
• The Next Generation of B2B Purchasing: Millennials, Marketplaces, and Digital Buying Preferences
• Smarter CX by Oracle
• Oracle CX Performance Assessment

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

The shift in CX towards a living brand experience, the ins and outs of real estate listings, and why the last day of a customer's experience is as important as their first day.

• How to create a living brand experience.
• Improving the real estate experience.
• Why your customers' last day with your business is just as important as their first day.
• The reason that customer expectations continue to rise.

• "Inside The Living Brand Experience" by Tali Krakowsky and Jorge Aguilar
• "3 Ways Your Retail Shoppers Have Changed and How to Keep Up in the Digital Age" from Smarter CX
• Smarter CX by Oracle
• Oracle CX Performance Assessment

Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

Why direct messaging is crucial to the customer experience of tomorrow, when a "free" cruise isn't really free, and how a CEO reports to his employees.

• Why messaging and automation are the future of customer service.
• The problem with offers that aren't everything they promise to be.
• A tire company with a remarkable management structure.
• The challenge of personalizing every interaction.

• Message Me by Joshua March
• "How a Humble Culture and Self-Deprecating CEO Fuels This $130 Million Tire Company" by Blake Morgan for Forbes
• "3 Ways Your Retail Shoppers Have Changed" from Smarter CX
• Smarter CX by Oracle
• Oracle CX Performance Assessment