Four years ago, I conducted my first podcast interview. The Podcast never made it out the door, but the discussion itself was one of the most valuable exchanges in informing how I think about experience today.

The guest was Dan Moross, and one of the many nuggets of wisdom shared was the recommendation to read Matthew Dixon’s “Effortless Experience” to learn what really drives customer satisfaction.

For a long time we [in Customer Service] have believed that surprise and delight is the key to unlocking customer happiness is the key to creating happier customers.

But the evidence says quite the contrary.

What does reducing friction do for the customer experience? How can we leverage that in other contexts outside the Customer Services sphere?

Join me to discuss Just One Idea: Why "Customer Effort [Scoring]" might transform how you think about Experience.

In this episode we’re exploring a recent story I experienced second hand from a friend trying a new brand for the first time.

The stakes are high! When you’re trying to establish whether or not that brand might be for you, your future loyalty hangs in the balance - and the “courting experience” to establish whether or not you’ll go back for a second time can be impacted by the most marginal of things.

When a single order that hopes to be an easy entry into trying new things turns into 3 packages shipped apart, how does that impact your experience?

I find I’m often fixated by the operational and logistical factors that are driving this behaviour, but what happens when the end customer experience is articulated by somebody that simply doesn’t care about the nuance?

Join me to discuss Just One Idea: have you considered the butterfly effect of a split order?