Dissecting the Experience

Sometimes a remarkable experience deserves deeper investigation. We dive into the nitty-gritty of customer interactions and dissect how – and why – they happened. Join us while we’re DISSECTING THE EXPERIENCE!

Episode 44: When Small Mistakes Turn Into BIG Problems

Join us as we discuss several 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!

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Episode 41: The Summer Vacation Experience

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.

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Episode 40: Transform a Customer Into a Brand Ambassador

How one employee turned a customer into a brand ambassador, a photographer focused on experience, and how a luggage company dealt with surprise regulations.

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Episode 37: Why Customers Expect a Living Brand Experience

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.

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Episode 32: Why Adding Friction Early in the Customer Experience Can Create Investment

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.

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Episode 29: How Your Customer Service Response Can Turn a Bad Experience Into a Remarkable One

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.

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Episode 28: How an Unexpected Customer Experience Becomes Remarkable

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.

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Episode 27: How Small Customer Experience Improvements Can Add Up

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.

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Episode 26: How to Turn Mistakes into Customer Experience Opportunities

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.

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Episode 24: How One Company Makes Classroom Learning Into a Remarkable Customer Experience for Kids

This week we look at things from a kids-eye view: how one company is making classroom 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.

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