Experience This!

Why technology is never as easy as it should be, how a commuter train line uses a simple piece of paper to change your workday, and one man's journey across all 50 states.

• What you can learn from one commuter train line about anticipating your customer's needs.
• Why listening to customers is more vital than ever as technology gets more and more complicated.
• Chris Strub's journey volunteering in 50 states over 100 days.
• What you can learn about customer experience from Star Wars.

• "Everything is too complicated" by Nilay Patel
• 50 States, 100 Days by Chris Strub
• "3 Things Star Wars Teaches Us About Customer Experience" on Smarter CX
• Smarter CX by Oracle

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

This week we look at things from a kids-eye view: how one company is making learning about science into an experience for kids, what some real kids think about science when it's fun, and what kids love and can't stand about going to school.

• What classroom learning can teach us about creating a remarkable customer experience.
• How one teacher has created a company that changes the way kids experience science.
• How our experiences at school carry over into the workplace.
• Why speed matters when resolving a customer service issue.

• Steve Spangler Science
• Smarter CX by Oracle

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

How getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you'll never forget, and the difference between a good salesperson and a great salesperson.

• Why The First 100 Days® are key to creating lifelong customers
• How one company blended information, fun, and experience to create an unforgettable day on the ocean.
• Why being a great salesperson means being a good person.
• Why customer retention is one of the best investments you can make.

• Don't Be a Good Salesperson, Be a Good Person by Sami Halabi
• Beneath the Waves
• Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman
• Smarter CX by Oracle

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

Why customer service and marketing must collaborate, the dos (and don'ts) of conferences, and why a phone call is more important than you think.

• How REI's customer service and marketing collaborate to provide a coordinated customer experience.
• The keys to throwing a great conference, and what you need to look out for.
• How typos and dated paperwork made a bad experience even worse.
• Why most customers still prefer to reach you by phone.

• 6 Reasons to Unite Your Customer Service and Marketing on Social Media by Josh Rickel
• Dan's dad's "Bipsy" results
• Smarter CX by Oracle

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

How one hotel group won more Michelin stars than any other, why thinking ahead is the best way to surprise your customers, and why the people with your customer are just as important as your customer.

• How a surprise made Joey's stay at a hotel remarkable.
• What Mandarin Oriental did to win more Michelin stars than any other hotel group in the world.
• Businesses that win big by taking care of the "bystanders" who come along with their customers.

• How Mandarin Oriental Won 18 Michelin Stars
• The Fairmont Banff Springs
• Mountain Galleries at the Fairmont
• The Personalization Imperative for Content Marketing
• Smarter CX by Oracle

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

Why MORE means more for your customers, a simple and free idea to build customer relationships, and what you can learn from a Manhattan electronics store's "creative" prices.

• How something unrelated to your business can be a great way to build strong customer relationships.
• Why making your life harder is the best way to make the customer experience better.
• Joey's fateful trip to a Manhattan electronics store with a "creative" pricing system.
• Why customer experience is key to word-of-mouth marketing.

• More Is More by Blake Morgan
• Jacob Burns Film Center
• Jacob Burns Film Center Cookbook
• Smarter CX by Oracle

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

Why customer experience drives your brand, the keys to building great customer service habits, and why so few brands are using CX to differentiate.

• Customer experience creates your brand, not the other way around.
• Being consistently amazing is about building amazing habits.
• Why customer experience is the biggest opportunity of 2017.

• Why the customer experience function should now be in control of the brand
• Be Amazing or Go Home by Shep Hyken
• Forrester CX Index
• Forbes: Forrester's US Customer Experience Index: CX Quality Worsened In 2017

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

A look at how Disney is using CX analytics, what an incredible dinner can teach you about making a memorable customer experience, and what an 80s classic has to do with building your brand.

• How Disney uses cutting edge tech to remove friction and deliver a memorable customer experience.
• The ingredients that make Flagstaff House an experience you'll never forget.
• What you can learn from the Ah-ha's acoustic version of their seminal 80s classic, "Take On Me."

• Disney Uses Big Data, IoT And Machine Learning To Boost Customer Experience
• Heard the Forecast? Top Cx Predictions for 2018: Influencers Speak
• "Take On Me" 1986 music video
• "Take On Me" Live for MTV Unplugged at Giske in 2017

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

Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key.

Bite-Sized Delight from the Episode:

• Why a remarkable customer experience is the best way to create word-of-mouth marketing.
• Where experts think CX is headed in 2018: AI, conversational commerce, more seamless and omnichannel customer journeys, and social media.
• Smart companies turn problems into opportunities, even if it's a problem they didn't create.

Are You Looking for Things We Referenced?

• Heard the Forecast? Top Cx Predictions for 2018: Influencers Speak
• Chewy.com

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

Why exceptional customer service doesn't happen by accident, how to surprise and delight your customers, and the lessons we can learn from going to the big game.

Bite-Sized Delight from the Episode:

• Surprise and delight isn't a strategy, it comes from going above and beyond when you don't have to.
• Great customer service means constant work and a commitment to your employees.
• At the end of the day, employees are always central to the customer experience.

Are You Looking for Things We Referenced?

• Dan's Fireplace Guy (ask for Bryan Smyth)

• Dan's Gutter Guy

• The Corner Stop in Dousman, WI

• MagnaPin

• 10 Steps to Glowing Customer Service Reviews and Survey Results, Even if You Just Got Slammed by Micah Solomon Re

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