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 55 – The Power of a Personalized Customer Experience

Happy New Year! Join us as we discuss: how a cable company made it easier to find the shows you want, a personalized way to introduce yourself to new customers, and a collection of New Year’s resolutions from the world of customer experience.  

Instructions, Introductions, and Resolutions. Oh my!

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Episode 54 – Creating Iconic Talk Triggers and Making Your Experience More Convenient

Join us as we discuss: how to implement ancient wisdom into your employee and customer training efforts, how to take a painful process and make it enjoyable every step of the way, and how iconic talk triggers conveniently enhance your customer experience.

Tribal, Technical, and Bibliographical. Oh my!

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Episode 53 – The Christmas Carol Customer Experience

Enjoy a series of “Christmas carol” variations as we explore call center agent best practices, the downside of a new website, the value of customers, the importance of keeping customers, the impending arrival of AI bots, twelve things to fix in the new year, and a holiday wish for listeners of the Show.

Reindeer, Jingle Bells, and Santa Claus – Oh my!

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Episode 50: Always Make It About the Customer

Join us as we discuss: Why so many big brands are disappearing, the best customer service email ever, and freedom of choice at the ATM.   

Bankruptcy, Advocacy, and Currency! Oh my!

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Episode 48: The Importance of Using Specific Words in External and Internal Communications

Join us as we discuss: How the words you use in your website navigation really do make a difference, how saying the right thing can turn a failure into another try, and why aligning your internal culture with your brand may be the secret to some of the world’s most successful companies.   

Navigating, Motivating, and Integrating. Oh my!

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Episode 46: The Unexpected “Behind the Scenes” Stories of Common Experiences

Learn about the curious experiences of buttons that don’t work, appointments that don’t start on time, and a taste test that defies expectations. 

Buttons, Braces, and Botanicals! Oh my!

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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 mouths 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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