Experience This!

Why you shouldn't be afraid to publicly admit your mistakes, how Netflix brought fun to its required communications, and how you can harness the power of positive feedback.

• Great customer service starts with leadership.
• Having fun with required communications can buy you a lot of good will.
• Experiential marketing helps customers understand your value by trying it for themselves.

• Episode 9 - How Restaurants, Health Insurers, and Nike Make R
• Billionaire Elon Musk responds to unhappy Tesla customer on a Friday night, teaching a brilliant lesson in customer service
• Netflix Ends Unauthorized 'Stranger Things' Bar With A Super Classy Letter
• Principles by Ray Dalio
• Sleepless Over Customer Experience: Small Business Leaders Top Sales and Service Concerns and How to Fix Them

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

• When you create a new customer experience, somebody needs to try it out and see if it's easy for your customers.
• Great customer service goes hand-in-hand with corporate culture.
• Experiential marketing helps customers understand your value by trying it for themselves.

• Toister Performance Solutions
• The Service Culture Handbook
• Sleepless Over Customer Experience: Small Business Leaders Top Sales and Service Concerns and How to Fix Them

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

We look at everything that goes into providing an exceptional customer experience, from making a positive impact when your customers contact support to the crucial element of face time with customers for each member of your organization.

• All employees can benefit from dealing with customers.
• Be clear about what you can and can't do and manage expectations.
• Your customer experience is being compared to everyone, not just companies in your industry.

• Episode 9 - How Restaurants, Health Insurers, and Nike Make Remarkable Experiences
• Network Health Wisconsin on Twitter
• The Outsized Impact of Invisible Service Providers
• Understanding Health Insurance
• The 5 9 Customer Service Index

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

• Encouraging employees to walk a mile in customers' shoes can only make your customer experience better.
• Shockingly few business owners prioritize building customer relationships.
• Often, it's the tiny details that elevate a customer experience from lackluster to luxurious.

• Why Hyatt Designed Its New Headquarters To Feel Like Its Hotels
• Sleepless Over Customer Experience: Small Business Leaders Top Sales and Service Concerns and How to Fix Them
• Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now

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

• Delta is delighting passengers with its new (totally free) in-flight entertainment streaming platform.
• Household AI technologies may be shaping children's development.
• Yes, consumers do attach a monetary value to first-rate customer experience.

• Growing Up with Alexa
• Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now

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

We could all be doing more to answer customer questions, pre-empt their needs, and deliver a pitch-perfect customer experience.

• Most online shoppers can't make a purchase without needing to contact customer support.
• More and more users are turning to Google with "how-to" search queries.
• Build trust by telling your customers the whole story—not just the part that benefits you financially.

• Andrew Hutchinson (@adhutchinson) on Twitter
• Google Releases New Report on the Most Popular 'How-To' Searches
• They Ask You Answer
• Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now

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

Make sure your remarkable customer experience is memorable for the right reasons, whether you're running a diner or an insurance company.

Bite-Sized Delight From the Episode:

• Customer demand for personalized products and experiences is increasing, and customer experience designers must be ready.
• Make sure your customer experience is remarkable for the right reasons—not, for instance, because orders get fumbled.
• Heavily siloed departments make for poor, inconsistent customer interactions.

Are You Looking for Things We Referenced?

• "Nike made me a pair of custom sneakers in 46 minutes"
• 4 basic health insurance terms 96% of Americans don't understand
• Digital Transformation: 3 Areas of Customer Experience to Invest in Right Now

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

Customer loyalty is most vulnerable when they are being transitioned from sales to management/maintenance. Keep your customers happy here and you'll earn their business for years to come. So don't pull a CX bait-and-switch by fumbling the handoff!

Bite-Sized Delight from the Episode:

• How alternative swear words can cut the tension and keep your brand human during tough situations.
• Why going above and beyond will always pay off when it comes to customer loyalty.
• The transition from sales to customer retention sets the tone for your relationship... handle them with care!

Are You Looking for Things We Referenced?

• Reach for these words when #@$&! won't do by Eric Zorn
• Customer Service Reminder: Don't Drop The Ball On The Handoffs by Micah Solomon

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

Five-year business plans? More like 500-year business plans! Good customer service combined with a deep knowledge of your buyer's tools, behaviors, and complaints can help your business rise above the competition and win the race for year after year (after year after year after year...).

Bite-Sized Delight from the Episode:

• Encourage playful interactions with your customers to create an experience that makes them feel comfortable about your product/service.
• How moving past the hottest trends of today leads to a marketing plan that outlasts the rest.
• Why customer complaints can be a godsend to turning your company's detractors into an army of advocates.

Are You Looking for Things We Referenced?

• Siri sings "I See a Little Silhouetto of a Man"
• Perennial Seller by Ryan Holiday
• Why Customers Complain and How It Can Help Your Business
• Focus on Customer Service podcast - How Nextiva Makes B2B Social Care Cool

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

Happy customers are what make your world go round. Creating advocates through thoughtful AI, engagingly catchy music, and rewards programs will cultivate the repeat business that will keep your company alive for years to come.

Bite-Sized Delight from the Episode:

• Why successful automation means the right balance between AI and human engagement.
• Just because it's required doesn't mean it needs to be boring, un-engaging, or pathetic.
• The worst thing you can do is have a rewards program for loyal customers that is not actually rewarding.
• CX is trending towards less human interaction and more bot engagement but the transition has to be done right.

Are You Looking for Things We Referenced?

• Why Marketers Are Betting on Bots
• Dilbert: Customer Disloyalty Program
• Five Data Driven Tech Trends Shaping Customer Experience in 2017 and How Businesses Can Quickly Adapt

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