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 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.

Read More

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.

Read More

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.

Read More

Episode 23: Why The First 100 Days Are Key to Creating Lifelong Customers

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.

Read More

Episode 20: How to Surprise Your Customers by Thinking Ahead

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.

Read More

Episode 19: How Customer Experience Creates Your Brand

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

Read More

Episode 18: The Secret Ingredients to a Memorable Customer Experience

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.

Read More

Episode 10: You Should Be Working Harder to Know Your Customers and Answer Their Questions

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

Read More

Episode 4: How Game of Thrones Turns Customer Experience on Its Head With a Single Block of Ice

Two things can transform the experience of any customer: trust and superfans. Trust your customers, tell inside jokes to superfans, and you will be rewarded with repeat business.

Read More

Episode 2: How a Sink and a Mastermind Dinner Can Transform Customer Experience

In life and customer experience, it’s all about the little things. From faucets to playing host at a party, you can create a truly exceptional experience with careful attention to small but simple details that won’t go unnoticed by grateful customers.

Read More