Experience This!

We follow Joey around for a great day of customer experience, including a visit to Bed Bath & Beyond that gave him new hope for the retail experience, a doctor's visit that was actually fun, and a wonderful dinner with great presentation.

• How Bed Bath and Beyond provided a great retail experience.
• A visit to the doctor's office that was actually fun.
• Creating a storytelling-worthy experience, one piece of sashimi at a time.
• The relationship between the retail experience and the online experience.

• Neil Pasricha's Institute of Global Happiness
• 3 Ways Your Shoppers Have Changed, and How to Keep Up in a Digital Age by Oracle
• 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 one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and what blockchain means for the future of CX.

• Why attention to the little things are what create surprise and delight for your customers.
• A company that gives you the chance to use mementos to make a lasting impression.
• Blockchain and the future of CX.
• Why the customer experience glass is half full for some CX leaders, and half empty for others.

• "3 Ways to Stand Out From All the Other Salespeople" by Dan Gingiss
• "How Blockchain Could Transform the Customer Experience" by Kaye Chapman
• "Are All Modern CX Leaders Skeptics?" on SmarterCX
• Smarter CX by Oracle

The question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail experience.

• The one question you need to ask to test your customer experience.
• The wall of shame for the retail experience.
• The best and worst of shopping at retail stores.
• Retail trends for 2018 that you can't afford to miss.

• Would You Do That to Your Mother by Jeanne Bliss
• Make Mom Proud
• #retailfail on Twitter
• "6 Hot Retail Trends in 2018" on SmarterCX
• Smarter CX by Oracle
• The Oracle CX Assessment Tool

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

What the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to making great introductions.

Bite-Sized Delights From the Episode:

• How adding friction early in the customer experience can get customers to invest in the relationship.
• The keys to making a great introduction.
• A close look at how you can tap into the feedback loop that gets customers engaged.
• Why every industry needs to worry about disruption.

• "This is Your Brain On Boarding: How to Turn Visitors Into Users" by Nir Eyal
• "Adding Friction to Onboard Customers and Employees" by Robert Richman
• Smarter CX by Oracle
• The Oracle CX Assessment Tool

The future of virtual reality in the customer experience, the effects of fiction coming to life on the big screen, and how the future is (or isn't) all about VR.

• New ways that companies are using virtual reality in the customer experience.
• A look at what the Ernest Cline's novel, Ready Player One, can tell us about the future of CX.
• Joey and Dan square off over how big VR will actually become.
• A look at the importance of customer loyalty programs.

• "6 Examples of Companies using VR to Improve CX" by Diana Lebrien
• Ready Player One by Ernest Cline
• "Can We Create New Sense for Humans" - TED Talk by David Eagleman
• Smarter CX by Oracle
• The Oracle CX Assessment Tool

How brands are using post-purchase engagement to position themselves in the lives of their customers, how one company turned a typo into viral marketing, and our listeners weigh in on the highs (and lows) of the hotel experience.

• Why post-purchase engagement is the future for great brands.
• How typos can turn into opportunities.
• What our listeners love and can't stand about the hotel customer experience.
• What customer experience professionals need to understand their audience better.

• "Meet the 'Grammar Vigilante' of Bristol"
• "The Most Successful Brands Focus on Users — Not Buyers" in the Harvard Business Review
• Smarter CX by Oracle
• The Oracle CX Assessment Tool

How Peloton's customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC's clever response to a chicken shortage.

• How Peloton's customer service response turned a bad experience into a memorable one.
• Delta's unique approach to helping folks fly with kids.
• KFC's edgy ad in response to a chicken shortage crisis in the UK.
• Why millennials want the mobile experience more aligned with the in-store experience.

• "Okay, KFC's Ad About Its Chicken Shortage Is Pretty Great" by Clint Rainey
• "Empower Your Team To Over Deliver in Customer Service – My Peloton Story" by Matt Ward
• Smarter CX by Oracle
• The Oracle CX Assessment Tool

How even a restroom can make for an unexpected customer experience, what most businesses miss about the importance of employee interactions, and why simple is good for everyone.

• Why an unexpected customer experience creates powerful word-of-mouth.
• The difference between how you think you impact your brand and how customers experience it.
• How you can take a page from the Cubs.
• An opportunity to learn more about customer experience.

• "Brands and Consumers Differ on What Makes a Poor Brand Experience" by Jennifer King
• Smarter CX by Oracle
• The Oracle Modern Customer Experience Conference, April 10-12 in Chicago

How small customer experience improvements can add up to big changes, why signs tell you more than just where the bathroom is, and the do's and don'ts of return policies.

• How you can use small customer experience improvements to make a big impact.
• Why L.L. Bean changed their famous return policy.
• What office signage says about worker morale.
• Using customer segmentation to deal with problem customers.

• "This Coach Improved Every Tiny Thing by 1 Percent and Here's What Happened" by James Clear
• Smarter CX by Oracle

How you can turn mistakes into customer experience opportunities, IKEA's risky marketing move that pays off, and what we can learn from a great meal delivery service.

• How the 404 error message can turn mistakes into customer experience opportunities.
• A great meal delivery service's tricks for serving a great experience along with lunch.
• IKEA's bold experiential ad campaign.
• The origins of CRM.

• "404 Error Page Sales" by Neil Patel
• "Ikea Wants You to Pee on This Ad. If You're Pregnant, It Will Give You a Discount on a Crib" by Tim Nudd
• Smarter CX by Oracle