I Love It – I Can’t Stand It

Sometimes the customer experience is amazing, and sometimes we just want to cry! Get ready for the rollercoaster ride in this edition of I LOVE IT! I CAN’T STAND IT!

Episode 128 – The Recipe for a Successful Customer Experience

Join us as we discuss the state of customer experience in 2021, the answers to all of your baking questions, and what we love – and can’t stand – about hiring contractors.

Findings, Flour, and Fixer-Uppers – Oh My!

Referenced in the Show

The Definitive Guide to CX 2021 – by Conversocial

• Bakers Hotline – King Arthur Baking Company

Host Contact Information

Email Dan: Dan@dangingiss.com

Tweet Dan Gingiss: @DGingiss

Email Joey: JoeyC@JoeyColeman.com



Subscribe to Experience This on Apple Podcasts

Learn more about our Season 7 Partner – Solvvy – The NextGen Chatbot

Episode Transcript

Download an unedited transcript of Episode 128 here or read it below:

Joey Coleman (00:05):
Welcome to Experience This!

Dan Gingiss (00:08):
The podcast that celebrates remarkable customer experiences and inspires you to stand out from the competition by wowing your customers.

Joey Coleman (00:17):
Each episode, we bring you a healthy dose of inspiring stories, funny interactions, and practical takeaways. Marketing and customer experience thought leader, Dan Gingiss…

Dan Gingiss (00:30):
shares the mic with customer retention and employee experience expert, Joey Coleman, helping you to get people talking about your business.

Joey Coleman (00:40):
So get ready because it’s time to Experience This!

Dan Gingiss (00:51):
Get ready for another episode of the Experience This! Show!

Joey Coleman (00:55):
Join us as we discuss this state of customer experience in 2021, the answers to all of your baking questions, and what we love, and can’t stand, about hiring contractors.

Dan Gingiss (01:10):
Findings, Flour, and Fixer-Uppers – Oh my!

Joey Coleman (01:21):
Surveys, reports, studies, and reviews. There are some great resources that look at consumer behavior to find emerging trends and established patterns. We dig through the data and bring you the key takeaways in this edition of Inside the Numbers.

Dan Gingiss (01:42):
For this edition of inside the numbers. We’ll be talking about one of my favorite annual reports, The State of CX Trends report by Conversocial.

Joey Coleman (01:51):
I love that you have a favorite annual report! You’re a research-based guy, Dan, I like that!

Dan Gingiss (01:56):
Well, it’s one of my favorites, but this is the eighth edition of this report and I remember highlighting a much earlier edition in my first book, Winning at Social Customer Care, and man have things changed since then! So Conversocial surveyed 2000 consumers in the United States and European Union. Their report, and I’m quoting here, “looks to provide a comprehensive overview of how consumers communicate or at least want to communicate with your brand and allow you to benchmark where your corporate peers are focusing their efforts and budgets.” So let’s dive into some of the key findings of this report. Conversocial found three main trends, and we’re going to walk through them one at a time with some statistics that support them. The first trend was that customers have made the move to messaging, but brands lag behind. So 69% of consumers used a private messaging channel to engage with a brand in the past 12 months. I am sure that is not a huge surprise that it is an 87% increase over 2019. Certainly this was a pandemic driven…

Joey Coleman (03:08):
Pandemic experience, ladies and gentlemen, indeed!

Dan Gingiss (03:12):
41% of consumers used messaging for a customer service issue, 36% to buy a product, and 29% to ask a product related question.

Joey Coleman (03:23):
You know, another interesting data point along the same lines about the trend towards messaging with brands lagging behind is that 71% of the folks surveyed expected brands to offer customer support over messaging channels and 66% expected personalized customer experience over messaging channels. So I think, uh, our day-to-day habits of texting each other and using that type of messaging is spilling into our interactions with brands as well.

Dan Gingiss (03:55):
Absolutely – and now we expect brands to be there for us in that channel. Now it is not often that you can survey 2000 people and have 96% agree on anything.

Joey Coleman (04:06):
Yeah, this is a shock!

Dan Gingiss (04:07):
But in fact, 96% of respondents said that a good customer experience over messaging channels was somewhat or very important to their brand loyalty. 96%. I think I’d like to make sure that all of my client’s businesses have messaging channels don’t you?

Joey Coleman (04:29):
Absolutely. And I think here’s the thing I get as a business owner. And I’m sure you do as well, Dan, that when we think about all the channels we need to be available to our customers on it becomes pretty overwhelming. Especially if you’re in one of the millions of businesses that don’t have a ton of employees. You know, if you have three or four employees, you’re often having a hard enough time taking care of the emails and the phone calls, let alone the text messages, the comments on social, you know, the passenger pigeon flying in with a message for you, whatever it may be. I do think though that the ship has sailed that we need to recognize that it’s not enough to say, yeah, but I’m doing a really good job over on this other platform. We’ve got to make messaging channels like texting a priority in our channel strategies.

Dan Gingiss (05:18):
Absolutely. So I think the key finding in this particular trend is that customers want to communicate with companies over those same familiar channels that they use to talk with their friends and family and folks, if that’s what your customers want, you got to start looking into it if you’re not there yet. And I’ll tell you even some small businesses in my area, we’re going to talk about contractors later in the show, and I’ve been noticing that some of the local contractors that are not more than a couple of employees are using messaging very effectively to tell me that they’re on their way, or that they’re stuck in traffic, to send me quotes, to even send me invoices. And I’m doing a lot more transactions over messaging, which I think is great because it’s the fastest way to get ahold of me and I can get things done really quickly.

Joey Coleman (06:03):
Yeah. I totally agree with you, Dan. I’d be remiss if I didn’t say though, I wonder if that will change over time in the sense that it used to be like, Oh, it’s so great that they’re sending emails and now we’re like, Ugh. And then now it starts to seem like, Oh, it’s so great that they’re doing this over text. Does there, I’m already starting to feel sometimes that my little notifications on my phone of how many unread text messages I’ve had starts to almost feel as scary as the number of unread emails, but maybe that’s just me. We’re a bit, we’re moving in that direction though, but it’s not enough to just be frustrated with it. We got to go do something about it.

Dan Gingiss (06:41):
And now I know why it takes so long for Joey to get back to me on text!

Joey Coleman (06:44):
I have you on a blocked list, my friend – sorry.

Dan Gingiss (06:46):
Okay. Gotcha.

Joey Coleman (06:47):
You’ve been blocked.

Dan Gingiss (06:48):
Why don’t you, uh, move us to the second trend?

Joey Coleman (06:51):
Well, the second trend, I think in some ways addresses the challenge that I just raised and that is that bots continue to play an increasingly important role in CX delivery. 71% of consumers in the commerce social report said that they would happily use a bot if it improved their customer experience or answered their support question quicker. So for those fast turn things, we have no problem speaking.

Dan Gingiss (07:18):
Right. But then here’s where things got interesting. The survey asked, do you feel comfortable with customer experience interactions and customer support questions being driven by or answered by automation? And interestingly here only 48% of people said yes and 52% said no. So what we can glean from that is the people that are ready and are using messaging and want to use messaging, they’re super excited about it, especially if it improves their experience or, or makes things happen more quickly, but we haven’t yet sold all consumers on this. And I think that was to Joey’s point a little bit about, you know, it took a while to get people sold on email and even digital, and now we’re trying to get them sold on messaging. So the key finding here is that artificial intelligence has been driving success with a lot of companies who are using chatbots, but there is still some consumer mistrust. And you know, we’ve got to get over that by explaining things to people, by letting them experiment with it, by offering other channels as well for people maybe that don’t have smartphones or are just not comfortable using the phone, et cetera.

Joey Coleman (08:31):
Well, I think we probably also need to make sure we’re using some Next Gen chatbots like those by our great friends at Solvvy, because a lot of the chat bot technology is evolving so quickly that brands are using old chat bots and not really taking the full advantage of the automation that’s available to them.

Dan Gingiss (08:50):
Exactly. So the third and final trend from the Conversocial report was brands can still generate brand loyalty, but they must differentiate. And I thought this was really interesting. There were two questions that were asked, uh, that I’ll report on here. The first was how loyal do you feel towards your favorite brands? And 55% of customers said they felt loyal. Another 33% actually said very loyal.

Joey Coleman (09:19):
So that’s 88% for those of you that were told there would be no math on the Experience This Show! 88% feel loyal or very loyal towards their favorite brands. That’s very significant.

Dan Gingiss (09:29):
Yes. And of course this is your favorite brand. And so you’d, you’d hope there’d be loyalty, but still 10% felt indifferent. And 1% said, no loyalty. Now then the, the survey asks, what main characteristics make you feel loyal to your favorite company? And here the answers really got spread out and I think this was worth talking about. 29% said the product or service offering was what made them feel loyal. 25% said, great customer service experiences. 23% said competitive pricing, 15% said brand reputation. And then only 7% said personalization of the experience. And a mere 3% said if the company was socially aware. So I thought this was kind of interesting because I dunno I would have thought that the great customer service experiment experience might’ve been higher. I think reputation often plays a really big role because people feel associated with brands. What did you think about that one?

Joey Coleman (10:35):
Well, I think that, you know, the challenge with any survey and the fact of the matter is the folks at Conversocial do a really good job. As you mentioned, this is multiple years running. Their survey methodology, as far as we can tell, is really solid. I think the reason why personalization and socially aware were so low is twofold. Number one brands, aren’t doing enough of it, right? So when you think about the brands that you’re really loyal to how much personalization is actually happening, so you can’t score it high for personalization because maybe you’re loyal, but there isn’t a high level of personalization. And the same with being socially aware. I mean, I know increasingly this is something that I’m paying attention to. I know a lot of my consulting clients were paying attention to, you know, where do you stand on some of the big social issues of the day and of our time. But I think a lot of brands are kind of in this, not exactly sure space of well, if we come out too strongly in favor of a position of a certain social issue, we might alienate some folks. And the reality is, yes, you will. But, the ones who are most loyal to you, might double down even more.

Dan Gingiss (11:46):
And that my friends is the state or at least the short version of the State of CX Trends Report by Conversocial. We’ll put a link in the show notes. If you’d like to go download the full report for yourself.

Joey Coleman (11:59):
We love telling stories and sharing key insights you can implement, or avoid, based on our experiences. Can you believe that This Just Happened?

Dan Gingiss (12:12):
Joey – I know you’d like to cook with your wife. Do you also like to bake at all maybe with the kids?

Joey Coleman (12:22):
Well, you know what Dan, I certainly enjoy these activities, but I’d be remiss because my wife listens to the show. I like to cook with my wife. I’m not super sure that she likes it when I joined into the cooking. She loves when I do the dishes that I know for sure. And with the kids, I will say one of the upsides of the pandemic has been a lot more time with the kids and we have baked some chocolate chip cookies and some other stuff like that. So yeah, there has been a little more baking than usual.

Dan Gingiss (12:51):
Excellent. So let me ask you something else. When you have a question about something that you’re cooking or baking, whom do you ask?

Joey Coleman (12:59):
Well, first on that list is usually my wife. Second on that list would be my mom. Third on the list would probably be calling you. And the fact that I’ve never called you for advice probably is an indicator of how rarely I actually cook or bake.

Dan Gingiss (13:13):
Gotcha. Or how low down on the list I am.

Joey Coleman (13:16):
You’re in the top three buddy! You’re in the top three, guaranteed.

Dan Gingiss (13:20):
Well, I mean, you’re definitely in the top three of my favorite podcast co-hosts.

Joey Coleman (13:25):

Dan Gingiss (13:27):
Anyway, uh, yes, Dan did use to have another podcast. So anyway, I have always called my mom for help cooking or baking. She is a wonderful cook, a terrific Baker used to have her own catering company that was baked goods only. And, uh, you know, I love going over there when she is baking something. But that of course begs the question. If I call her for when I have, when I need help. Who does she call when she’s stuck? Now to answer that, let me first tell you a quick story that actually also has to do with chocolate chip cookies. So my mom for years has made the traditional Toll House chocolate chip cookie recipe. Although mom, I’m going to do it. I’m going to spoil this and share it.

Joey Coleman (14:15):
Oh no. Mrs. Gingiss! I am so sorry. I am not part of this. This is unsanctioned behavior by your son. I am not condoning this behavior.

Dan Gingiss (14:23):
Well, if you want to have the Gingiss version of toll house chocolate chip cookies, you just make a tiny, tiny, tiny change to the recipe. You just double the chocolate chips. You can thank me later. Anyway, a number of years ago, my mom made a Toll House chocolate chip cookies with double the chocolate chips. And I happened to comment to her that I thought it was the best batch she had ever made. Now to give you a tiny bit of background, I often give her feedback on cooking, baking, and she asks me for feedback cause she trusts my judgment and thinks I have, you know, decent taste around these things. But I said to her man, these cookies are really, really good. I think they’re the best you’ve ever made. And she said, well that’s because I used a new flour in them. I said, okay, tell me more. And so she introduced me to the King Arthur flour company, whose slogan is by the way, baking with joy since 1790.

Joey Coleman (15:18):
Wait, you didn’t say 1970, you said 1790, right?

Dan Gingiss (15:23):
I said 1790.

Joey Coleman (15:25):
Wow. They’re almost as old as the United States!

Dan Gingiss (15:28):
Exactly. Now King Arthur flour company is an employee owned company. And they mentioned on their website that every one of us are bakers at heart. And for generations we’ve been there with you as you bake. Our mission is to be the ultimate resource and inspiration in the kitchen to inspire connections and community through baking and to use our business as a force for good. Now I decided for this segment to go check out their website and besides from all the recipes, and articles, and other really good content that they have King Arthur offers a bakers hotline.

Joey Coleman (16:03):
Of course they do. I love it!

Dan Gingiss (16:05):
And when you navigate to it on the website, you are greeted with the following quote, your bread fell flat, your cookies crumbled, who do you turn to the King? Arthur Baker’s hotline. Our professional bakers are ready to guide you through any baking challenge. Call – there’s a phone number, email, or chat online. We can help.

Joey Coleman (16:27):
You know, I love this. I love the idea of being able to reach out and get some support because maybe you can’t ask your spouse or maybe you can’t ask your mom, or your dad, or whoever it is that you normally would reach out to for help. This is a great idea. You know, I’m reminded of the Thanksgiving hotline that Butterball Turkey has, right? There’s this great scene in one of the old episodes of West Wing, where they call in and it’s giving advice to the person on the other end of the line, uh, for the hotline. But I had not ever heard of the King Arthur Baker’s hotline.

Dan Gingiss (17:02):
Well, so I talked to my mom about this recently and she said she has been calling them for years. And she…

Joey Coleman (17:08):
The secret technique of Mrs Gingiss. I like!

Dan Gingiss (17:12):
Exactly it. She says that they will answer anything and I’m quoting her. She told me today, everyone I’ve ever spoken to is patient with me and kind now here’s, what’s fascinating is this came up because my mom explained to me that she called them earlier this week about a recipe. Are you ready for this? That didn’t even have flour in it because it was a flowerless chocolate cake. I loved that. And I applaud it. I was like, mom, that’s awesome. You called a flour company to ask them if she had a, she had a good question. She had a question about the recipe called for table salt, and she only had kosher salt. And she knew that that was not a one-to-one ratio. And she asked them, you know, she said, here’s what I’m making and what should the ratio be? And they cheerfully answered her question. They didn’t say, well, where are you calling us?

Joey Coleman (18:05):
We’re only willing to give advice for flour baked goods!

Dan Gingiss (18:08):
Exactly. And so I think this is absolutely phenomenal. And of course not only is this now the only flour that my mom buys, she actually gets it for me too. And for my sister and, you know, we pack our cupboards with it because it produces a better product. But now I know it is also a very forward-thinking, even though it was created in 1790, and customer friendly company – which I think is amazing and not that hard to accomplish, right?! I mean, all they’re doing is becoming an educational resource with their articles and recipes and their hotline so that if you’re interested in baking, they want to be the go-to place. I don’t know. Kind of reminds me a little bit of our friend Marcus. Sheridan’s they ask you answer. They want to be the place you go to, if you have questions about baking. And I think that’s brilliant.

Joey Coleman (19:01):
I think it’s absolutely brilliant. And you know what also comes to mind here, Dan, and I’m, I’m guessing, I don’t know, but I’m guessing that the folks at King Arthur employ the folks that work on the Baker’s hotline, but I can almost envision a world where strong brand advocates like your mom could be answering calls for other bakers. And when you go back to kind of their mission of being a resource and inspiring connection and community, I see some businesses could get creative about just connecting your existing customers to other existing customers in an easy way that they can help and support each other. It doesn’t have to be necessarily a line item expense where you’re going to roll out a call center. You could just empower your current customers to help your newer customers and help each other along the way.

Dan Gingiss (19:51):
I love that. And I’m reminded of, I think a company that does that amazingly well is into it with their TurboTax product, is there is a huge community of people that answer. I mean, imagine how many questions people have about filing their taxes, tens of thousands of questions every year. And no, there’s no call center in the universe that can handle all of these questions, but they have a really involved community that does it. So I love that idea and example. I will say, just to close up that they are employees because on the King Arthur website are the pictures and bios of all of the people that act as the sort of bakers consultants that you may end up talking to or emailing to, and you could see their pictures, you could see their backgrounds, their favorite recipes and all that sort of stuff, which of course, again, bring some personalization to it and, and makes you realize that you’re talking to another human who shares your love of baking. And I think the whole thing is terrific. So go check out King Arthur flour. The next time you want to bake something, pick it up at your local grocery store and you’ll make the best chocolate chip cookies you’ve ever tasted.

Joey Coleman (21:01):
Almost everyone has interacted with chatbots, but all too often, it’s been a bad experience. In MythBusters, presented by Solvvy, we explore a common myth about CX chatbots and see how the right technology can create a positive experience, every time.

Dan Gingiss (21:24):
Today’s myth about chatbots? Chatbots don’t work across multiple channels. We learned earlier in the show that bots continue to play an increasingly important role in CX delivery. But one of the common concerns we’ve heard about chatbots is that while they work on your company’s website or maybe your mobile app, they aren’t necessarily easy to deploy across all of the places that customers contact your company that is chat bots. Aren’t omni-channel. They only work in the specific context or area for which they are constructed, and that’s not a particularly flexible or scalable solution.

Joey Coleman (21:59):
Ah, but the reality is that next gen chat bot technology allows you to train the bot once and deploy it practically anywhere. Modern chat bot platforms can be used across many different channels, which is critical. Now that there’s so many ways to connect with a company or brand, as we talked about earlier, with the Conversocial findings – whether that’s web, or mobile, or phone, or chat, or Facebook messenger, or WhatsApp, and probably a bunch of others that I can’t even think of right now, Dan!

Dan Gingiss (22:28):
I’m pretty proud of you for pulling out a couple of those social media examples that are Joey.

Joey Coleman (22:33):
Well, I try to learn every day. If you build and train a chat bot for answering questions on your website, you can now extend that technology to the other channels that customers are using in a faster and more cost-effective way, no more reinventing the wheel. And best of all, you’re able to provide a consistent experience to your audience. So your brand is always well-represented.

Dan Gingiss (22:55):
And that’s another myth busted, thanks to our friends and podcast supporters at Solvvy – the next gen chatbot.

Joey Coleman (23:06):
Sometimes the customer experience is amazing! And sometimes we just want to cry… Get ready for the roller coaster ride in this edition of, I Love It! I Can’t Stand It!

Dan Gingiss (23:24):
Every once in a while. It is fun to dust off an oldie, but goodie segment that we haven’t used in a long time, for one reason or another, not intentionally, but this one, it goes all the way back to season five, episode 95. It’s been a while. It’s been a long time since we have, I love it. I can’t stand it.

Joey Coleman (23:49):
Oh, I like it. I like it.

Dan Gingiss (23:51):
So I was thinking that we, because you and I have had some similar experiences lately, I happened to be in the middle of, uh, getting new floors in my house and true fact, I tried to work through to not just one but two jackhammers going on floors today. And, uh, yeah, And I’m doing some flooring and some painting, and I know you just recently built an office in the home that you moved to. So I’m guessing that like me, you have had to deal with some contractors.

Joey Coleman (24:21):
Oh yes. And let’s say, and I say this respectfully to the various folks I worked with, I said to my wife, my goal is to be standing in my new studio for Halloween. Well, let’s just say Halloween came and went. No trick or treat mostly trick! Thanksgiving came and went. Christmas, Hanukkah, New Year’s, Valentine’s Day, St. Patrick’s day. Oh my gosh. It’s like the holiday adventure of trying to see when I’m finally going to be in my new studio.

Dan Gingiss (24:52):
Oh man. Well, I hope you are there soon. I know it’s getting close, but I thought it might be fun for us to talk about the things that we love and can’t stand about using contractors. So I’ll go first. Let’s talk about the things that we love and we’ll just kind of volley back and forth a little bit, and then we’ll get to the things we can’t stand. So I was particularly impressed with, uh, insulation company that I had to bring out because I was having a problem with two rooms in my house being a little colder than the rest of the house. And I didn’t quite know what was going on. And this guy showed up with a digital infrared thermometer that was really cool. It kind of was shaped almost like a gun. And he pointed it up at the ceiling and on the display, it showed the hot and cold spots of the room. And we could see exactly where the cold air was coming from.

Joey Coleman (25:45):
So cool!

Dan Gingiss (25:46):
It was not only was it really cool, but I immediately trusted that he was going to be able to solve my problem. I have no idea how good he is at installation. But what I liked is that he had the right tools to show me what the problem was and that to me gained trust that he knew what he was doing and that he could fix it.

Joey Coleman (26:04):
I love it. You know, speaking of trust, Dan, I love working with any organization and specifically in this context, contractors who you trust to take your idea to the next level. What do I mean by that? You know, I am not a contractor by trade. I am not a carpenter. I’m not a plumber. I am not an electrician. I don’t have any of those skills. And I will happily hire people that do have those skills. But I have a vision of what I want and what I love is when I say, so here’s what I’m trying to accomplish and then there’s an additive conversation where the contractor doesn’t just say, yeah, Joey, we can do that. They say, yeah, we do that. But we could also take it to the next level by doing this. And they give additional ideas. That to me again, to your point gives me the confidence with that I’m with the right person. And it also helps me feel from the very beginning that there’s a shared vision for what the final outcome is we’re looking for.

Dan Gingiss (27:02):
Yeah. I love it. It’s like, they’re there. They’re partnering with you in, in creating your, whatever, the thing it is that you are building. So I had another interesting experience with, uh, one of the floor people. So we had a bunch of people come and quote us on wood floors. And what most of the flooring companies do is they make you pick a color from their catalog and then they buy the wood and they put it on. But at this guy, he said, look, we’re going to put on raw lumber, we’re going to sand it down. And then we’re going to come with stains. We’re going to sit with you in your home. And we’re going to basically practice stain until we find exactly the right color that you want. We can do literally any color under the rainbow. And if we do a stain and you just, you know, you’d like it slightly darker then we’ll try again and we’ll do a little darker and we’re, I’m excited to do this process. It’s coming up in a couple of days. But the whole idea is, is that we don’t have to choose from a catalog and then kind of imagine what it’s going to be like in our house. We can actually see it in our, oh, with our windows and the lighting and all that sort of stuff and make our decision in real time to say, Oh, a little bit lighter, a little bit darker. And I kind of think that’s going to be fun. And this is me. I don’t have any of those skills that you said do, and here I am saying, I think flooring installation could be fun. So yeah…

Joey Coleman (28:23):
I did catch that when you said, I think this is going to be fun. When was that sentence last spoken by somebody who was getting new floors?

Dan Gingiss (28:33):
And I have to say, that was the differentiator for us and why we brought this guy in, because it’s the same thing as he was like, well, hold on a second. Do we want to choose from catalog or do we want to get, do we want to know that we’re going to get exactly the color we want? And he got the business because of it.

Joey Coleman (28:48):
I love it. You know, speaking of easy ways to get the business that seem easy, but interestingly enough, don’t show up a lot in the world of contractors. How about arriving on time?! Saying I’m going to be there at 9:00 AM and actually showing up at 9:00 AM. Instead of saying, I’m going to be there at 9:00 AM and showing up at 2:00 PM. There’s a big difference there. And I get that increasingly in this pandemic era, many of us are working from home. And so it’s easier to just keep working, but nothing says, Hey, guess what else I might lie about then not being able to keep a schedule.

Dan Gingiss (29:23):
Totally, totally agree. The other thing that I would say is that it’s so important to set expectations. And I really like when the contractors set the expectations, they have consistent communication. I’ve had these floor guys here now for two days, I got an email in the morning. I an email in the evening. The email in the evening had pictures of the work that they had done during the day and summarized any conversations that I had with the foreman during the day. And so it was, it was very clear around here’s what’s going to happen. Here’s what we’re going to do. And then here’s what we did. And to me again, that just gives me confidence and I feel good that I’ve got the right guys doing the job.

Joey Coleman (30:03):
I love it. Dan, we’ve talked a lot about things we love. Maybe we should shift to talking about some of the things that go happy-go-lucky.

Dan Gingiss (30:13):
okay. We’re going to try to be nice now, now folks.

Joey Coleman (30:16):
Yeah. Let’s get into it. All right. I am not a big fan of folks who don’t write things down.

Dan Gingiss (30:22):
Yeah, I know that here’s a, here’s one from the archives. This was all the way back in season one, episode nine folks, single digits – Joey told us a story about a waitress that did not write the order down in Mandarin and infuriate him.

Joey Coleman (30:37):
I’m still irked by that, to be honest, because listen, if we’re having a conversation, just write it down. I’m not going to think less of you. In fact, I will actually think more of you if I see you taking notes based on our conversation. I don’t know what the, you know, what the desire is to not take notes, but especially in a scenario where I’m going to be paying you to make something in my home, please go ahead and take some notes. I’m really okay with it.

Dan Gingiss (31:03):
Joey, I was fascinated again with the, with the floor folks and we’re having some paint done. You know, some folks came in and they measured every room and they wrote down dimensions and they really took time. And some folks came in and they chewed on the eraser of their pencil and just sort of looked around the room and, and like, did it write a thing down or maybe a, you know, a checkmark or something. And then at the end gave me a quote and it’s a quick quote, are you going to believe the guy that spent the time measuring it out and kind of, you know, did everything to a T or the guy that just put his thumb up in the air and was trying to see which way the wind blew.

Joey Coleman (31:41):
Well, yeah. And then I T to build on that briefly also, it lets me know that, you know, your job, meaning the contractor. I had a conversation with a contractor where they said, so what size door are you looking to have replace? I felt like answering human size. Like, I don’t know, no Hobbit doors please. On, on all of my buildings, I was just like, are you kidding me? I have no idea. And maybe that means I’m not as good of a homeowner is I could be. Or maybe at this point in my life, I should have figured this stuff out. But don’t ask your customers to answer questions that presume a level of intelligence, or a level of knowledge, or level of understanding of your industry or practice that you have. It’s just, it’s not fair. It doesn’t make sense. And you’re not going to be happy with the results.

Dan Gingiss (32:35):
Yeah, definitely agree with that. Uh, and I think relatedly, one of the things that I experienced, I thought it was so strange. So right now many home contractors are very, very busy because there are still people that are, I mean, lots of people are home, so they’ e doing work and it’s getting warmer. And so people are starting to do their spring projects and all that sort of thing. And so, I mean, I literally talked to one contractor that said, I would really love to help you. I’m booked for the next two years. That was a real conversation.

Joey Coleman (33:03):

Dan Gingiss (33:04):
But some other contractors, like I had to hound them to send me the quote. They came out on Monday and you know, two Mondays later, they still haven’t sent me a quote. And it sounds like…

Joey Coleman (33:13):
I just want to give you money. I really just want to give you money. Can you tell me how much money I have to give you?

Dan Gingiss (33:18):
Exactly. There was another one where I called and they said, Oh, the owner will get back to you tomorrow. He didn’t. So I waited a couple of days. I called again, they said, Oh, the owner will get back to you tomorrow. He did it. So I waited again. I called a third time. They said the owner will get back to you tomorrow. Guess what I did.

Joey Coleman (33:35):
I don’t think you waited any longer.

Dan Gingiss (33:36):
I didn’t wait any longer. I didn’t think he lost the business. Right. And it’s like, this is not necessary. Right? I much more appreciated the guy that said, “Hey, we’re booked for two years. I wish I could help you.” I still feel okay about him. Hey, I’m happy for him. He’s got lots of business versus the guy that’s too busy to even give me a quote or call me back. That is not going to result in me giving you any further business or me recommending you.

Joey Coleman (34:00):
Yeah. It’s so much of this stuff seems so basic and so obvious. Uh, what about the idea of taking payment? I find it fascinating that most contractors are like, great. I’ll take a check or cash. Like, hi, it’s 2021. I’d love to pay you via Venmo, PayPal, or credit card, any number of other payment methods that don’t require me to use old school modalities of giving you money. And yet you would think I was asking to pay in Bitcoin, which I was not by the way, but it’s like at this point in the game, if you work in a business and you don’t have a free credit card swiper from a service like Square or PayPal, w-what is happening, I just don’t understand why you’re not ready for that. And I get that you have to pay a certain percentage for that privilege and for that benefit. But customer convenience, customer ease has a value to it as well.

Dan Gingiss (34:57):
It is. It’s a cost of doing business. And, uh, you know, for a guy that used to work at a credit card company, we would always ask merchants, you know, that didn’t want to accept credit cards or that didn’t want to accept the discover card. You know, why would you stand in the way of a customer trying to pay you? I mean, really like to me and I do this in my business, you could pay me any way you want. Other than, I don’t know, like soybeans, I probably don’t accept, but you know, however you want to pay me. I am happy to make accommodations for you to pay me that way, because the money is going from your pocket to mine and I think that, uh, that more companies should do that. Uh, the last thing that I think we can leave people with is when I can’t stand it, when contractors do not clean up after themselves, I mean, goodness gracious. Now they’re making a big mess. This is your home, not their home. And part of the job is cleaning up afterwards, right? It’s not our responsibility to clean up. And so please, just as when we take a walk in nature, you know, leave nothing but footprints and leave the place even sparklier than when you found it. So how does all of this apply to more businesses? Right? Because I’m guessing there’s not a ton of contractors listening here.

Joey Coleman (36:12):
I think we should remind people the reason we do love it can’t stand. It is not to complain about the specific instance, whether it’s rental cars or contractors or whatever we’re talking about – although it is a nice little venting exercise for Dan and I it’s to point out how many industries struggle with the same basic customer experience elements, right? It’s not just the contractors and the rental car companies and the other folks we’ve talked about on love. It can’t stand. It it’s every business that has human beings as customers.

Dan Gingiss (36:46):
Absolutely. And I’m guessing that though, there may, we only may have a small percentage of contractors that listen to the show. We have a large percentage of companies that have to quote out their business and compete against other companies or bid out their business. I think we have a large number of companies that accept payments in some form. I would hope.

Joey Coleman (37:05):
I think we have a large number of companies who your customers know less about what you do, then, you know what they’re doing for a reason they’re looking for your expertise.

Dan Gingiss (37:15):
Yeah. We talked about blind transactions a couple episodes ago with going to the dentist and other things. So yeah, oftentimes you have more knowledge than your customer. So these, you may not be putting in new floors, but you are doing a lot of the same actions that a contractor might do. And that’s why we try to present these things that we both love. And can’t stand because likely, although, you know, Joey and I are maybe a little pickier than most, likely they are representative of what customers love and can’t stand as well.

Joey Coleman (37:53):
Thanks for joining us for another episode of Experience This! You are the best listener ever!

Dan Gingiss (37:59):
And since you listened to the whole show…

Joey Coleman (38:02):
Yay you!

Dan Gingiss (38:03):
we’re curious… was there a specific part of this episode that you enjoyed the most? If so, it would mean the world to us if you could share it with a coworker, a friend, or someone that just loves listening to podcasts.

Joey Coleman (38:14):
And while you’re in the sharing mood, if you felt inclined to jump over to iTunes, or wherever you find your podcasts, and write us a review, we would so appreciate it. And when you do, don’t forget to let us know as we might have a little surprise for you.

Dan Gingiss (38:29):
Thanks again for your time. And we’ll see you next week for more

Joey Coleman (38:32):

Dan Gingiss (38:32):

Episode 95: It’s The Little Things That Make You Stand Out from the Competition

Join us as we discuss the added difficulty of ordering very large items online, a loss of identity in one major travel industry, and what we love — and can’t stand! — about rental cars.

Sleeping, Renting, and Driving – Oh My!

[Listener Stories] What Happens When a Mistake Turns into a Remarkable Experience

We love to feature the great customer experiences our listeners have every day. While almost everyone has a negative customer experience to share, when someone has a remarkable experience with a company – even when the product isn’t delivered as promised – it’s worth exploring. Loyal listener Carol Clegg (marketing consultant and “creator of destination mastermind business retreats for solo women and business owners” at Travel Like A Local Today) reached out to share a remarkable experience she had with Wayfair.

Carol ordered a mattress and was notified that it was damaged in transit. This was obviously not the news she hoped for – especially since she needed this large, expensive item delivered within a specific time window for an Airbnb she and her husband owned. When she called Wayfair, the customer service representative was able to immediately handle the issue. The mattress was replaced, expedited, and the entire issue was resolved with a single call!

[S]he put that all together within minutes. I got the notification that it was on its way to me, and it was just her attitude, her willingness, her friendliness, and no questions asked! She took care of it. This is the customer experience that people need to have when they’re dealing with companies.

Carol Clegg, Marketing consultant and loyal listener of the Experience This! Show

The fact that this was a large purchase (both in size and price tag), with a time sensitive delivery window, made for a huge impact when things didn’t go as planned/promised. However, by remedying the situation quickly, efficiently, and effectively, a negative experience turned into a remarkable case of customer service. What can you do to empower and train your team to turn negative experiences into positive ones by going above and beyond?

P.S. Don’t forget – we love to hear from our listeners! Share your story with us today by leaving a recording here.

[Dissecting the Experience] When a Customer Experience is Indiscernible from Any Other

When traveling recently, Dan was quickly reminded that every single rental car company was eerily similar. Despite his investigatory efforts, he concluded that there was very little to differentiate one company from the next. The questions asked by the check-in staff were the same, the cars all looked the same, the contracts seemed to be written by the same lawyers. The entire industry had become so commoditized that each and every company looked and felt the same.

The real epiphany came when I was sitting in the rental car, and I realized that there was not a single differentiating feature that told me which rental car company I had rented from.

Dan Gingiss, co-host of The Experience This! Show podcast

The car rental experience is filled with tedious, commoditized interactions that are ripe for disruption including:

  • The Contract – Rental agreements are lengthy, boring, and filled with language the average person can’t begin to understand let alone enjoy. Customers are left to initial here, here, here, and here, and then hope for the best.
  • Gas – Why are the only two options (a) bringing the car back with a full tank (which means you need to delay your race to catch your plane with a pitstop at an over-priced, airport gas station), or (b) commit to paying a high price for an entire tank of gas – regardless of how much you actually use?
  • Insurance – No one seems to understand or agree whether you should sign for or decline the offered insurance. Most people don’t even understand their own auto insurance policy – let alone options that are presented with a tone that reeks of “unnecessary upsell.”
  • Tolls – You’re visiting a new area and they expect you to be able to effectively determine whether you need to drive on toll roads or not? And they they charge you a fee for the privilege of using a toll road – even if you don’t drive on one? How does any of this make sense?
  • The Car – When you get in the car, there is nothing to identify the car as being in a specific company’s fleet. The cars all look and feel the same. The same makes. The same models. The same colors. The same interiors.

But it’s not just rental cars. Every industry has commoditized elements that are waiting to be disrupted. What elements of your industry are the same as your competition and what could you do to shake things up?

[Love It/Can’t Stand It] Love Upgrades, Hate the Lines…

While the rental car experience feels the same regardless of which brand you choose, it’s certainly not a good feeling. Certain aspects of the experience are great (upgrades, the chance to drive unique or unfamiliar cars, the ability to choose your ride in the garage, etc.) while others are beyond annoying (long lines after a long flight, needing to find a gas station right before returning, uncertainty about the insurance, etc.).

The point of this segments isn’t to pick on the rental car industry – but rather to show that every business has things customers love and can’t stand about the experience. Do you know what your customers love and can’t stand? If not, are you working to figure it out? If you do know, are you working to accentuate the positives and eliminate the negatives?

Host Contact Information

Email Dan: Dan@dangingiss.com

Tweet Dan Gingiss: @DGingiss

Email Joey: JoeyC@JoeyColeman.com



Subscribe to Experience This on Apple Podcasts

Episode Transcript

Download a transcript of the entire Episode 95 here or read it below:

Welcome to Experience This! Where you’ll find inspiring examples of customer experience, great stories of customer service and tips on how to make your customers love you even more. Always upbeat and definitely entertaining, customer attention expert Joey Coleman, and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. So, hold onto your headphones. It’s time to experience this.

Dan Gingiss: Get ready for another episode of the Experience This! Show.

Joey: Join us as we discuss the added difficulty of ordering very large items online, a loss of identity in one major travel industry, and what we love and can’t stand about rental cars, sleeping, renting and driving. Oh my!

[Listener Stories] Learn to Provide an Experience People Can’t Stop Talking About 

Joey Coleman: You listen to us. Now, we want to listen to you. By visiting our website and sharing your remarkable customer experiences with us, we can share them with a broader audience. Now, sit back and enjoy our listener stories.

Dan Gingiss: In case we haven’t mentioned it before, we love listener stories.

Joey Coleman: Oh, we do love them.

Dan Gingiss: We know that customer experience happens every single day, and there’s no way Joey and I can stay on top of every experience with every company. That’s why we depend on you, our loyal listeners, to share your great experiences with us, so we can talk about them here.

Joey Coleman: Now, as a reminder, you can share your experiences with us by going to experiencethisshow.com, the contact page, and then there’s a big orange button that says start recording. When you click on that button, you can just leave us a little voicemail. Now, why do we use the start recording? Well, if we get your listener story where possible, we’d like to include you telling your story instead of us just relating your story in our own words. So, check that out at experiencethisshow.com, the contact page, and then start recording your own listener story.

Dan Gingiss: So, today’s listener story comes to us from Carol Clegg, a marketing consultant and “creator of destination mastermind business retreats for solo women, business owners” at Travel Like A Local Today. Carol called in with this story about e-commerce company, Wayfair, a retailer that sells furniture and home goods. Let’s hear directly from Carol.

Carol Clegg: Hi, Dan. This is Carol here from retreats2Lisbon and Twitter, and I’m giving you some feedback on my great customer experience with Wayfair. It just makes my heart feel so good when you have a really good experience and somebody cares and somebody listens. So, I bought items before from Wayfair and know that their customer service is excellent. So, when I purchased some household things recently, one of them being a new bed for an Airbnb that we have, I was updated with their frequent text messages, which is wonderful, that the item was damaged in transit. That actually was a notification from FedEx.

Carol Clegg: I called Wayfair at their 1800 number. I did not hold on for long. I got to speak to a really nice person who immediately pulled up my order, no delay, no needing to check in with somebody else to get approval to do something. She could see that the order was on its way back to her, and she said to me, what would I like to do? I said I’d love a replacement and as quickly as possible because we’re traveling for December, and I really would like it to be delivered while my husband is still home, so he can assemble it, and I only have a really tiny window to do that. She put that altogether within minutes. I got the notification that my shipment was on its way to me. It was just her attitude, her willingness, her friendliness and no questions asked, take care of it, that was that wow. This is a customer experience that people need to have when they’re dealing with companies. So, you can tell that I am a little passionate about having the good experience as a customer. That’s because I think it’s so important.

Joey Coleman: Now, before we dive into the specifics of Carol’s story, I just want to go back to one of the first things she said. “It just makes my heart feel so good when you have a really good experience and somebody cares and somebody listens.” Wow. If that doesn’t inspire you to try to create a great experience for a customer, I’m not sure what would. Imagine what a customer whose heart feels good would do for your company. Well, if she’s like Carol, she’d tell a lot of other people about her experience.

Dan Gingiss: Exactly, and that’s kind of the point of this segment on listener stories. We don’t ask you to share bad experiences because we hear enough about those in the media and in social media. We focus on the great ones because those companies deserve the word-of-mouth marketing they get from thrilled customers. So, let’s unpack the bed story. The first thing that I realized from this is that this is a big-ticket item in more than one way. It’s big because a bed is pricey, and it’s big because a bed is large in size.

Joey Coleman: Right.

Dan Gingiss: So, that in itself makes this a difficult transaction from the beginning.

Joey Coleman: Right, and no pun intended, bigger items with bigger prices have the potential for bigger problems. This is actually compounded by the time sensitive nature of the situation. As Carol noticed, they were going to be traveling, and they really wanted to get it delivered before they left. Now, I’ll be honest. I’ve been in that situation where you order something online, and I spend a lot of time on the road, and I’m trying to rush to get things there before I leave or I don’t want things to come after I’ve left especially like something like a bed that would sit on the porch waiting, sending a signal to every burglar and thief driving by that guess what? No one is home. So, there’s a lot of elements of this experience and challenges for Wayfair to deliver a remarkable experience for Carol.

Dan Gingiss: Yeah. The things that stuck out to her, she was able to contact them and not have to hold or wait to talk to somebody, which of course is one of the major pain points of calling a toll-free number. The thing that I think really stood out the most was that there were absolutely no questions asked. If you didn’t like the bed, you could return it, and there’s no questions asked. That takes away the fear that people have. Every time we buy a big-ticket item, whether we want to or not, we have a little bit of buyer’s remorse. Should we have parted with that much money? Was it worth it, et cetera? When you can take that fear away from customers, they are going to trust you more, and they’re going to trust their own instincts in terms of making the purchase, which exactly is what I think Wayfair wants to happen.

Joey Coleman: We’ve talked about these types of guaranties and warranties on the show before. I don’t understand, Dan, why more companies don’t just move to the no questions asked. Now, I get it. There are some people that will abuse that, but I truly believe that the increase in your business that you will get from people that are loyal to you because you have a no questions asked policy far outweighs anybody that would abuse you.

Joey Coleman: In fact, years ago, I had the chance to do some consulting work with Zappos. They are infamous for their policy that you can return a pair of shoes up to 365 days after you’ve purchased them. I was having a conversation with the then CEO, Tony Hsieh about this policy and like, “Well, how does fraud work in this?” He said, “Look, Joey, we recognize that there’s some people that will abuse the system, and we track how often people call back and return the shoes later. Now, after they’ve reached a certain point, which we’re not going to disclose publicly what that threshold is, but I promise you, it’s really far down the road, we will actually just say to them, “Guess what? We’re not a good fit for you. We’re removing you from our customer ranks, and you can’t buy from us again”” The number of people that actually get removed is really small, so I think all businesses could stop and think about what is the no questions asked policy you could adopt for your product or service to create more customer loyalty.

Dan Gingiss: Yeah. I think that’s a great story about Zappos because it often is the case that companies will find the exception first, and that will be the reason for not doing something. “Well, we can’t offer a no questions asked because people take advantage of it.” Well, yeah. A few people may take advantage of it, and you should put guardrails in place so that the gamers, as we used to call them at Discover, the gamers can’t win out all the time, but the truth is, is that if you have any sort of rewards or loyalty program, anything, any opportunity, any loophole at all, gamers are going to find it. Right? That is a cost of doing business, but it doesn’t mean that you should not create a great experience for every other customer because you’re afraid of two or three customers taking advantage of you.

Joey Coleman: Absolutely. Don’t let the fact that one or two may abuse it, stop you from helping all the others. In the same way that we often talk about on the show, don’t feel that you have to create the same experience for everyone. If you want to treat a handful of customers better than others or go above and beyond in this scenario for someone, it’s not as if that then becomes the rule that you have to follow every time. Wayfair doesn’t always have to treat their customers as well as they treated Carol. It’s amazing that they did, but don’t let the going above and beyond by a single agent stop you from doing more of it in the future.

Dan Gingiss: One last thing that I want to highlight before we finish this segment is, what did Carol do after having this great experience with Wayfair? Well, number one, she reached out to her favorite podcast hosts and shared the story, knowing that we would share it with more people. Presumably, she also told friends and family about it, but also, I think we know that the second thing is the next time Carol needs any kind of furniture or home goods, she’s going back to Wayfair. So, thanks again to Carol Clegg for sharing her listener story, and kudos to Wayfair for providing a remarkable customer experience.

[Dissecting the Experience] Rental Cars

Joey Coleman: Sometimes, a remarkable experience deserves deeper investigation. We dive into the nitty gritty of customer interactions and dissect how and why they happen. Join us while we’re dissecting the experience.

Dan Gingiss: All right, Joey. We’re going to ad lib a little game here-

Joey Coleman: Oh, great.

Dan Gingiss: … that we did not talk about ahead of time, but I think you’re going to be good at this. It’s called name that airport code.

Joey Coleman: Oh geez. All right.

Dan Gingiss: I know you’re a big traveler.

Joey Coleman: All right. I am.

Dan Gingiss: So, I know you can do it.

Joey Coleman: All right.

Dan Gingiss: Let’s start with an easy one. You’re from Denver. What’s Denver’s airport code?

Joey Coleman: DEN.

Dan Gingiss: Okay, and I’m from Chicago, and O’Hare is?

Joey Coleman: ORD.

Dan Gingiss: Right. If we go all the way West to Los Angeles, it is …

Joey Coleman: Probably LAX.

Dan Gingiss: Okay. Now, how about Scranton/Wilkes-Barre, Pennsylvania?

Joey Coleman: Yeah, no idea.

Dan Gingiss: Well, for our astute listeners, it’s AVP-

Joey Coleman: AVP.

Dan Gingiss: Scranton/Wilkes-Barre, Pennsylvania. I had an interesting experience renting a car there recently. Now, to be fair, Scranton/Wilkes-Barre, Pennsylvania, as you might imagine, is a small airport but nonetheless, it got me thinking. When I approached the counter, the very first question I was asked was, which rental car company? I took a step back, and I realized there were three stations at the counter, one for Avis and Budget, which are sister companies, one for Hertz and Dollar, which are also sister companies, and one for National and Enterprise. Ditto.

Dan Gingiss: Each station had a separate employee, and each had the same first question. So, it got me thinking about how the rental car industry has become so commoditized that even presumably competing brands are combining their experience into a singular, undifferentiated one. The real epiphany came when I was sitting in the rental car, and I realized that there was not a single differentiating feature that told me which rental car company I had rented from. It literally could have been any of them. So, I know you travel a lot too, Joey, and you probably noticed these same things, but I came up with five parts of the rental car customer experience where I think there’s an opportunity to differentiate, but it’s not just being done. So, you jump in with the experiences that you’ve had as we go along. Cool?

Joey Coleman: All right. That sounds good. Yeah, and I’m super excited we’re having this conversation because I, number one, can’t believe we haven’t talked about this before. I too find that there is zero differentiation, and number two, I am waiting eagerly for someone to come in and completely disrupt the rental car industry.

Dan Gingiss: Exactly. So, I do want to say that the five things I’ve come up with are very U.S. centered. I have heard, and occasionally, I’ve only rented a car once or twice overseas, but I’ve heard that the experience is quite different outside the United States and maybe quite better than the United States. So, for our international listeners, please know that we’re talking about U.S. based rental car companies here. Now, the first thing is the contract. The contract usually starts, the discussion about the contract usually starts with initial in these seven places, and then sign here.

Joey Coleman: Right, and you’re encouraged to do it as quickly as possible. It’s on a small screen that’s difficult to read, and it’s just like click, click, click, sign, and give me the keys.

Dan Gingiss: You’re actually giving them the benefit of the doubt because most of the time, I find it’s not on a screen at all. It’s still on paper.

Joey Coleman: Oh, interesting. Interesting.

Dan Gingiss: I would say that when you have to initial in seven places, that is already a pretty good sign that the experience is too complicated.

Joey Coleman: Yes. This is the classic case of the lawyers, and for those of you that may not remember, I’m a recovering attorney, so I have permission to make fun of lawyers. A classic case of the lawyers determining the customer experience, which should always be a red flag in your organization. Have customer experience people involved in the conversation. Now, as we talk about a lot on this show, required legal disclosure language is a great opportunity for a creative marketer to turn it into an experience. After all, the goal is to get the customer to read and understand the legal contract, yet that’s not usually the result. As I implied, folks are just encouraged like, “Just initial here. You don’t …” I’ve actually had car rental agents tell me, “You don’t need to read it. Just sign it.” That’s always a comforting feeling when signing a legal agreement that if something goes wrong, I have to buy a car.

Dan Gingiss: Yeah, don’t say that to a lawyer, folks. That’s not a good sign. So, I say that instead, rental car companies could use icons and easy-to-understand language in the contracts. They could convert the process to an app or some sort of mobile digital thing like you were describing and/or ask the desk employees to explain it to every customer in plain English. So, instead of saying, “Just sign it. Don’t read it,” what they could say is, “Here are the seven things that you’re signing. If you want to read in more detail, the language is there for you.” So here’s the next one. The gas.

Joey Coleman: Oh.

Dan Gingiss: Now, there are usually two choices with neither one being a good option.

Joey Coleman: The bad choice and the even worse choice.

Dan Gingiss: Yeah. It’s the we win and the you lose choices. You can either pay for an entire tank of gas upfront, which is usually at a reasonable per gallon rate, but if you’re traveling less than 300 miles, you end up paying for gas that you don’t use, or you can let the rental car company fill the gas tank when you return it, which is usually at a per gallon rate that is three times the average fill-up price. Of course, you can also fill up the tank yourself as long as you remember-

Joey Coleman: Oh, raise your hand if you’ve returned a rental car and not filled it up with gas.

Dan Gingiss: Yes.

Joey Coleman: That would be me so many times, I’ve lost track.

Dan Gingiss: Because either you forget or you run out of time or you can’t find a local gas station, et cetera.

Joey Coleman: Yeah. This is so absolutely ridiculous. There has to be a simpler way. Now, for example, one way a company could stand out would be to offer a worry-free return policy where they charge you a reasonable per gallon amount for the gas used, or why don’t you just charge me for the gas used? That’d be my favorite part. I’d be willing to pay the more expensive price if you only charge me for the number of gallons that I actually used while I had the car rented. This would completely change the rental car experience and create value for the customers in the process.

Dan Gingiss: Agreed. So, how about this one? Number three, the insurance. Now, let’s face it. Very few Americans understand the nuances of their insurance policies whether it’s health insurance, home or renter’s or auto insurance. We talked about this way back in episode nine when we looked at the poorly named explanation of benefits. It is neither an explanation nor a benefit in the healthcare industry and the language it uses that customers do not understand. In the rental car industry, this poses a big problem in the unfortunate event of a car accident while driving the rental car. It also results in customers often paying twice for the same insurance, once to their auto insurance company and once to the rental car company.

Joey Coleman: Oh, and I’ll go one step further, Dan. Depending on the credit card you have, there might be a third company you’re paying for insurance, and that would be your credit card company that includes in their annual fee certain coverages or if you have a credit card like I do with American Express, they have a program that I’ve opted into, which every time I pay for a rental car with my American Express, not only do they cover part but I have a separate rider that kicks in that they charge me separately with insurance, but you’re right. It’s like you need a law degree, or you have to have previously sold insurance to be able to navigate all of the twists and turns of insurance for your car.

Joey Coleman: Now, instead of offering a $20 per day insurance rider that most people turn down because you know they don’t want to pay $20 but some people unsuspectingly accept, why not add one or $2 to every rental and insure everyone automatically? It’d be one less thing for the drivers to worry about, it’d be something easy for the agencies to do, and they’re already charging you all of these random fees that get bundled in that are different than the price that is originally quoted. Bump that up just a little bit. Cover the insurance, and pitch it as a benefit to your renters.

Dan Gingiss: Absolutely. So, number four is the tolls. Now, it’s perfectly fair for rental car companies to charge customers for tolls used. What’s less fair is to also charge a per day fee for the benefit of having the E-ZPass device in your car.

Joey Coleman: I also love that the per day fee applies to every day of the rental period, not just the days that you use the E-ZPass. So, for example, if you’re going to rent a car for a week to go to the beach and you have to drive on the toll road on day one to get there and on day seven to get back to the airport, you get to pay for the days that your rental car was parked at the beach. Not that I’ve ever had something like this happen before.

Dan Gingiss: No, and if you read the fine print, which I know you as a recovering attorney do, it also is charged per calendar day, whereas, the rest of the contract is per 24 hours.

Joey Coleman: Yes.

Dan Gingiss: Meaning, if you rent a car on a Tuesday and return it on a Wednesday, you’re charged for one day of rental but two days of the toll because you have it on both Tuesday and Wednesday.

Joey Coleman: Yeah, it’s absolutely insane especially because at the end of the day, the rental car company likely doesn’t incur any costs to have the toll reader in the car in the first place. Now, granted there’s certainly bookkeeping that needs to be done to allocate the right tolls to the right customers, but I agree, this is something that could be much simpler and fair to all the customers.

Dan Gingiss: Last but not least, in fact, maybe the most important is the car itself. Wouldn’t it be nice to find a bottle of water or a mint in the car when you pick it up? How about a sign that thanks you for being a customer and directs you to the telephone number if you need help with anything? Better yet, consider using the OnStar technology found in many cars to allow the driver to contact the rental car agency directly with a question or problem.

Dan Gingiss: Another idea would be to partner with SiriusXM to equip all cars in the fleet with a radio service. A nice added benefit, which would also serve as a perfect taste test to then market the subscription service to car owners, or consider painting the cars a more unique color than black, white or gray to make it easier to find a rental car in a crowded parking lot. The list goes on and on.

Joey Coleman: Oh, I couldn’t agree with you more here, Dan. In fact, on more than one occasion, I’m embarrassed to say I have walked out of a hotel and put my keys into the door of the wrong rental car to unlock the door because I was parked to another rental car of the same make and model that was the same color. Huge opportunity to stand out here. It’s difficult to tell any of these apart.

Joey Coleman: In addition, when it comes to being in the car, what I think is fascinating is, why is there no signage anywhere in the car, even on the key chains? Half the time, the key chains don’t have the name of the rental car company. If I was trying to create loyalty and I had that time of you sitting in the car, I would be doing things to make you think positively about my rental car company instead of making you just feel like this could be any car on the planet. Now, I will say there’s a brand that is trying to disrupt this world called Silvercar. Silvercar is owned by Audi, and all their rental cars are Audis. So, they’re super nice cars.

Dan Gingiss: Really? Shocking.

Joey Coleman: Yeah, and they’re all silver but in this case, they’re all really nice cars, and they stand out in the crowd.

Dan Gingiss: So, that’s five ways we think that rental car companies can improve the customer experience. Did we miss any? If you have one you’d like to add, go to experiencethisshow.com and click on contact to leave us a message, and if there are other industries you’d like for us to cover in a similar way in a future episode, we’d love to hear that from you too.

[Love It/Can’t Stand It] Rental Car Companies

Sometimes, the customer experience is amazing, and sometimes, we just want to cry. Get ready for the rollercoaster ride in this edition of I love It, I Can’t Stand It.

Dan Gingiss: It’s time for another edition of I Love It, I Can’t Stand It where we take a look at an industry and try to identify all the things we think are going right and the things we wish we could get fixed.

Joey Coleman: By the way, folks, just as an aside, don’t get caught up in the industry we’re talking about. The point we’re trying to make with this segment is every industry has things that the customers love and can’t stand. One exercise you could do in 2020 with your team is to sit down and just make a list of all things your people love and all the things they can’t stand. Now, you’ve got your homework of what you want to work on to enhance in the new year.

Dan Gingiss: Exactly. So, since we just talked about my rental car experience, we thought it’d be fun to circle back and talk about this often overlooked travel experience. So, let’s start with the loves. Joey?

Joey Coleman: I love it that I can drive a type of car or a model that I haven’t driven before. Now, I’m not much of a car guy, but I do enjoy seeing the different car brands in action. So, if there’s a VW or a Kia or something I don’t drive very often, I’m psyched to get the chance to check it out.

Dan Gingiss: Similarly, I love it when I get a new car or a car that has very little mileage on it because it just feels like such a treat to drive a car where you’re only like the second or third or fourth person to drive it because I drive a nice car, but I’ve had it for a long time. It’s got a lot of miles on it so-

Joey Coleman: Doesn’t quite have that new car smell anymore.

Dan Gingiss: It’s kind of lost the new car smell.

Joey Coleman: I love it when they let me pick the car I want. A couple of the car rental places, you’d go out, and they’re like, “Just pick any car from this row.” What I also love about that is my six-year-old and my four-year-old sons, they get to pick the car, and it adds, after a long flight, it makes the rental car experience of waiting around to sign the contract, need everything done, a lot more enjoyable because they feel that if they’re patient and well-behaved during that process, they get to decide what we drive for the vacation.

Dan Gingiss: Likewise, I love it when, of course, they upgrade the car for me. Even if I don’t need a bigger car, and I usually don’t because I’m often traveling by myself, it just makes me feel good like I’m a valued customer. Certainly, if I have the family with me, it’s a godsend.

Joey Coleman: I love it when a toll device is already installed either inside the car or a license plate reader, and I don’t have to think about it. Often, when you’re in a new place, you don’t know which roads are toll roads and not toll roads. Most people aren’t traveling around with a bunch of change in their pockets anymore. So, it makes it a lot easier for you to navigate new territories when you don’t have to factor in tolls.

Dan Gingiss: Finally, we referenced this in the last segment. I love it when I get a car that isn’t white, black or gray because I can actually find it in the parking lot. When I do have that chance that you mentioned where I get to pick my own car, I will often go for one that is not one of those three colors. All right. Those are the things we love about renting cars, but of course, there are some things that stick out to us as opportunity areas. So, Joey, why don’t you get us started on the can’t stand?

Joey Coleman: Oh my gosh. I’m going to try not to explode when I talk about this one, but the lines at the rental car counter are insane. Now, I get it that they want you to sign up for their loyalty programs so that you can pass right through and your name’s on the board, but sometimes, and I’m a partner with a lot of the different rental car companies, I don’t have one that I’m particularly loyal to. Lots of times, you get to an airport, a little random airport as it may be, and you’re forced to use a company you haven’t used before and then you have these lines.

Joey Coleman: In fact, I spent at a, what I would call a small to medium-sized airport in Wisconsin recently, I spent over an hour in line. I had my wife and my two boys with me, and by the time I finally got to the front to rent the car, the entire family was ready to be done with the vacation that had just started.

Dan Gingiss: Yeah. Have you ever gotten there and there’s like six rental car counters from different brands and everyone’s in your line-

Joey Coleman: Exactly.

Dan Gingiss: … and the other ones are empty?

Joey Coleman: I’ve always thought there’s a huge opportunity. If I own a rental car company, what I would do is I would give all of those other brands the opportunity to say, “We will match your price right now.”So, whatever it is.” You could walk out of line with your contract or with your confirmation and say, “I was going to rent this type of car for 100 bucks instead of having those folks just sit there on their phones, playing Candy Crush.

Dan Gingiss: Exactly. Well, I can’t stand having to refill the gas tank before I return the car for a couple of reasons. First of all, I’m usually in a place that’s foreign to me, so I don’t know where the nearest gas station is, and then you’ve probably gone through this too. You try to find one that’s close to the airport, but of course, the ones that are close to the airport are really expensive, or you try to find one that’s a little bit farther away, but you hope that after you fill up, by the time you get there, it still says full, right? All this while you’re trying to catch your flight, so you’re worried about having enough time. It’s just a huge inconvenience. If that one thing could be removed, I think the whole experience would be a lot smoother.

Joey Coleman: Agreed, Dan. Agreed. I also can’t stand it when my car smells especially when it smells like cigarette smoke. Now, I know most of the rental car companies you get in the car, it’s got a big sign that says no smoking. Well, guess what? People smoke in the car. So, what I don’t understand is how the people that cleaned the car didn’t notice the smell and felt it was okay to put it back in the line because the car’s going to be cleaned. It’s going to be pulled around from that little spot into a new parking spot. Someone from the rental car company has been in the car and didn’t care enough about the experience for the customers to flag that, hey, we need to do something to get the smell out of this car.

Dan Gingiss: That’s a great point because that person that’s checking the car, they’re checking hundreds of cars every day. So, each individual car is not a big deal, but for the customer, that car is the entire deal, right? That one car is the entire deal, and so my one of my kind of stance is very similar, which is when there’s something wrong with the car, it hasn’t been checked out before I drive off. So, you drive off and the second you leave the place, you see a low tire pressure come on or you see something like that, and you’re like, “Oh crap. Now, I got to worry about car problems, and this is exactly why I’m renting a car, is to not worry about car problems. And these are things that need to be checked out ahead of time.

Joey Coleman: Agreed. I can’t stand the math and the evaluation that I have to do to figure out if the insurance is worth it or not, right, and which insurance. There’s always like seven levels of insurance. We cover if it’s a Tuesday and you get into a fender bender over here, but if you get this insurance, we cover every day of the week. You’re like, I’m not sure if I’m running on a Tuesday. I can’t remember. It’s like folks, there’s got to be an easier way to handle car rental insurance.

Dan Gingiss: Finally, this may sound petty, Joey, but I can’t stand that so many rental car companies still use dot matrix printers. The reason is, is I think the dot matrix-

Dan Gingiss: I think the dot matrix printer is symbolic of bigger things, right?

Joey Coleman: Oh, totally. If that’s your idea of the technology you’re bringing to the table for the experience, you’ve told me everything I need to know about how much you value the overall experience.

Dan Gingiss: Exactly. You compare that to using an iPad or some sort of a technology where I can check in before I even get there. Think about the hotels we’ve talked about where you can now open up your hotel room door with your phone. You don’t even need a key, and yet, some rental car companies are still using [inaudible 00:31:03]. It makes no sense. So, those are the things that we love and can’t stand about rental cars. If we missed any, please let us know at experiencethisshow.com, and if you have an industry where you’d like to share your loves and can’t stands with us, go to experiencethisshow.com to the contact section and click on start recording to leave us a digital voicemail that we may use in a future segment.

Joey Coleman: Wow. Thanks for joining us for another episode of Experience This!

Dan Gingiss: We know there are tons of podcasts to listen to, magazines and books to read, reality TV to watch. We don’t take for granted that you’ve decided to spend some quality time listening to the two of us. We hope you enjoyed our discussions and if you do, we’d love to hear about it. Come on over to experiencethisshow.com, and let us know what segments you enjoyed, what new segments you’d like to hear. This show is all about experience, and we want you to be part of the Experience This! Show. Thanks again for your time, and we’ll see you next week for more.

Joey Coleman: Experience …Dan Gingiss: This.

Episode 78: Using Artificial Intelligence to Support Your Customers

Join us as we discuss using AI to train your customer service reps, the internal path to entrepreneurial peace, and the ways one customer can positively and negatively impact the experience of another customer.

Intervening, Introspection, and Interacting – Oh My!

[CX Press] How Artificial Intelligence is Helping Customer Service Agents to Communicate with More Clarity

As consumers, artificial Intelligence (AI) is playing a bigger role in our lives every day. Interestingly enough, AI is also increasingly being used by customer experience professionals. Alejandro De La Garza detailed one of the new found uses for AI in his Time Magazine article, This AI Software Is ‘Coaching’ Customer Service Workers. Soon It Could Be Bossing You Around, Too.

In the article, De La Garza describes a new AI program – Cogito – and how it is helping customer service representatives to communicate more clearly, to empathize with frustrated callers, and to improve overall performance. Cogito recognizes tone, pitch, and various signs of discontentment in calls. It then gives realtime recommendations for customer service representatives to adjust their conversations – resulting in increased customer satisfaction. Historically, AI was used for operational, “behind the scenes” systems that were controlled by humans. Cogito is interesting because this new AI actually gives the humans using the software access to realtime advice and direction.

There’s a future where AI software like this becomes part of our normal day to day in conversations with parents, with spouses, and in preparing for job interviews.

Skylar Place, Chief Behavioral Scientist at Cogito

With great technological advances come new challenges. Technology is advancing so quickly that our brains are having to adapt more quickly than ever before. While many of us may believe our jobs are immune to AI, the truth is less certain. AI is advancing quickly, and no occupation is completely immune from AI’s impact. It’s time to shift the question from, “What if AI affects me?,” to “What will I do, and how will I adapt when AI becomes a regular part of my career?”

[Book Report] Find Encouragement and Inspiration as a Self Reliant Entrepreneur

In 1841, writer, speaker, and father of the transcendentalist movement Ralph Waldo Emerson wrote: Is it so bad, then, to be misunderstood? Pythagoras was misunderstood, and Socrates, and Jesus, and Luther, and Copernicus, and Galileo, and Newton, and every pure and wise spirit that ever took flesh. To be great is to be misunderstood.

Joey came across this quote in John Jantsch‘s fantastic new book, The Self Reliant Entrepreneur: 366 Daily Meditations to Feed Your Soul and Grow Your Business. Most customer experience experts – if not entrepreneurs themselves – operate in an entrepreneurial environment. Jantsch works to educate, provoke, and inspire self reliant entrepreneurs through a series of daily readings and prompts that encourage readers to think deeper.

Reason of course, keeps us out in jail, prudently employed and modestly goal oriented, but achieving the impossible, implausible or heaven forbid, unconventional, better way of doing something requires setting unreasonable ambitions buttressed with unreasonable actions. In fact, progress depends on it. The only truly unreasonable act is to believe that everything is okay as it is.

John Jantsch, author of The Self Reliant Entrepreneur: 366 Daily Meditations to Feed Your Soul and Grow Your Business.

Entrepreneurs can benefit greatly by paying less attention to the fad of the moment, and giving more focus to the wisdom of the past. If you are ready to be motivated, challenged, and encouraged in your entrepreneurial endeavors, do yourself a favor and pick up a copy of The Self Reliant Entrepreneur today.

[Start the Conversation] Avtex: Leveraging Data to Personalize Experiences

Data can sound like an incredibly tedious part of any business. However, customer data has many purposes, from tracking and charting transactions, to managing marketing outreach. By utilizing data gathered from customer interactions to personalize future experiences, a deeper and more committed relationship will often develop.

Here are three ways data can be used to personalize interactions with your customers:

  1. Using portal interaction data to automatically surface support content that better meets the customer’s needs and the most proved approach (historically) to achieving resolution.
  2. Streamlining contact center interactions by comparing the customer’s phone number or IP address against past interaction reports.
  3. Using trend data to identify common pain points and eliminating them, or creating specialized journeys for individual customer segments.

Start the conversation with this question: What customer data are we tracking, and are we effectively using it to drive better experiences?

To continue the conversation, go to: experienceconversations.com.

[Love It, Can’t Stand It] What Happens When One Customer’s Experience is Impacted by Another Customer’s Behavior

Sometimes, one customer’s actions can negatively impact another’s experience. Joey shared an unfortunate experience one of his friends had on an airplane, involving someone clipping their toenails in first class! While this was certainly not the airline’s fault, it obviously had an effect on his friend’s experience. When you are 35,000 feet in the air, you are subjected to the behavior of all the other people on your plane. Realizing that one customer can dramatically impact other customers’ experiences, here are a few things we love and cannot stand about airline travel:

Things We Can’t Stand:

  • Smelly food.
  • Passengers playing games or watching videos without wearing headphones.
  • People having loud conversations that people three rows away can hear.
  • Watching sensationalized news in an age where news is a negative trigger for many people.
  • Watching non-age appropriate content when seated next to a child. 
  • Cutting toenails or completing other personal grooming tasks like brushing hair, putting on deodorant, etc.
  • Taking off shoes and socks.

Things We Love:

  • The person in the window and the aisle seat giving the person in the middle both armrests without even discussing it – an unwritten rule of flying!
  • People who don’t recline their seat.
  • The person seated on the aisle graciously moving out of the way, so people can get in and out of their seat mid-flight. 
  • Passengers using the cabinet storage above them only after they’ve used the storage under their seat.
  • When people take time to read their seat-mates’ body language – do they want to talk, work, read, watch a movie? Whatever they want to do – let them do it!

It’s pretty easy to see how the behavior of one customer can dramatically impact customer experience – for better or for worse. And if that’s the case, what can companies do about it? One idea that is being implemented in many places is simply adopting a Code of Conduct for customers. These documents set clear expectations for what is allowed and what is not allowed – which can help insure that all customers have a great experience. Consider this: If your customers are in the same place, at the same time, how are YOU making sure they enjoy the experience without infringing on another customer’s enjoyment? 

Links We Referenced

Host Contact Information

Email Dan: Dan@dangingiss.com

Tweet Dan Gingiss: @DGingiss

Email Joey: JoeyC@JoeyColeman.com



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Episode Transcript

Download a transcript of the entire Episode 78 here or read it below:

Dan Gingiss: Welcome to Experience This.

Joey Coleman: Where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more.

Dan Gingiss: Always upbeat and definitely entertaining, customer attention expert Joey Coleman.

Joey Coleman: And social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience.

Dan Gingiss: So hold onto your headphones. It’s time to Experience This.

Dan Gingiss: Get ready for another episode of the Experience This show.

Joey Coleman: Join us as we discuss using AI to train your customer service reps. The internal path to entrepreneurial peace. And the ways one customer can positively and negatively impact the experience of another customer.

Dan Gingiss: Intervening, introspection, and interacting. Oh my.

[CX Press] Learn how AI is Guiding Customer Service Agents to Communicate with More Clarity

Joey Coleman: There are so many great customer experience articles to read, but who has the time? We summarize them and offer clear takeaways you can implement starting tomorrow. Enjoy this segment of CXpress where we read the articles so you don’t need to.

Dan Gingiss: We’ve spoken several times on the show about the way AI is becoming a bigger part of not only our everyday lives as consumers, but increasingly in our conversations as customer experience professionals.

Joey Coleman: Which is why we wanted to share an article we came across in Time Magazine by Alejandro Dela Garza. The article is titled This AI Software is Coaching Customer Service Workers. Soon, it could be bossing you around too. And it’s about an Artificial Intelligence or AI program named Cogito. Cogito is designed to help customer service workers communicate more clearly, empathize with frustrated callers and improve their overall experience. It does this by listening to the tone, pitch, word frequency and hundreds of other factors in customer service conversations. When it detects that something is wrong, an irritated customer or a call center agent taking too long to respond, or an agent who sounds bored, tired, irritated, rushed, or otherwise unpleasant, it displays a notification on the agent’s computer telling them to slow down or speed up or stop talking or start talking or try to sound more sympathetic.

Joey Coleman: Basically it’s like having a seasoned veteran listening in on your customer service calls and providing real time actionable advice on how to respond to the situations you’re facing.

Dan Gingiss: This is a pretty interesting application of AI in the customer service arena. Up until now we’ve seen AI play a more behind the scenes role as it’s used to analyze data, track behaviors and route inquiries to the best channel for resolution. This new software Cogito is pushing beyond that. While once AI was seen as a tool largely under human control, Cogito is an example of an AI use case that is beginning to tell humans what to do.

Joey Coleman: You know Dan, I can definitely see some pros and cons to this type of tool. While on one hand it seems that Cogito can give someone a nudge in the right direction. It starts to get a little bit problematic if everybody relies on a nudge instead of changing their ways. Now, to be honest, the customer service representatives discussed in the article felt that in general the program is useful. Managers at one company said that using Cogito in their call centers improved first call resolution metrics by 3.5%, improved customer satisfaction by 13% and helped agents reduce average call time.

Dan Gingiss: I can’t help but think of my dependence on my GPS. The more I use it, the more I depend on it.

Joey Coleman: Turn now, Dan.

Dan Gingiss: And yes. And I don’t even bother trying to figure out the directions myself anymore.

Joey Coleman: Yeah. And I think that is a little bit of the problem, right? Because what happens when AI tools are, for lack of a better way of putting it, so involved with the conversation that customer service representatives are having, that the customer service representative doesn’t need to improve. They don’t need to get better. They don’t need to learn because the AI is nudging them the right way all the time.

Dan Gingiss: Exactly. Well, interestingly enough, everyone in the articles seem to think that we were still pretty far away from AI tools like this taking over call centers. The Cogito scientists felt that it was at least a decade away and the call center representatives noted that they didn’t feel threatened that Cogito would take their jobs because, and I’m quoting here, “People want to speak to a real person.”

Joey Coleman: Yeah. One of the problems I see with this type of thinking is that humans have an incredibly difficult time understanding the exponential change that is happening on the planet today. I mean, if we look at science, our brains developed over millennia in an evolutionary fashion and now change is happening at an exponential rate. And our brains just aren’t designed to be able to comprehend the speed and the significance of the changes. I had an experienced not too long ago, Dan, where I was sitting at a table with a doctor, a lawyer, an accountant, a financial advisor, and me, a professional speaker.

Dan Gingiss: It sounds like the beginning of a really bad joke.

Joey Coleman: It does sound like the beginning of a horrible joke, right? But what was interesting is we were talking about AI and we were going around the table. And what was fascinating to observe is that everyone at the table could see how all the other professions were going to be eliminated except for theirs. They would say, “Oh yeah, we’re not going to need doctors. We’re not going to do to lawyers, but accountants. You know accountants will still be necessary.” And it was fascinating to watch how people just couldn’t comprehend when it was that close to home. And I have to admit, I kind of felt that same type of thing going on in the article when the call center representative who was quoted was like, “Well, people want to speak to a real person.” Well, not all people, and not if that person doesn’t do what they hope they’re going to do. And not if that doesn’t resolve the way they think it’s going to resolve.

Joey Coleman: It’s just interesting to think about how these technologies are changing faster than our human brains are.

Dan Gingiss: Well, I’m a believer that AI can be really useful in helping humans do their jobs better. So I love the concept of having like an AI machine next to a call center agent telling them all of the details of the customer’s previous experience with the company, so that they don’t have to be on four different screens looking that stuff up. And then the agent can really spend the time giving that human to human interaction that I do think customers want. If you extend that out to a doctor, for example, there was this story about how IBM’s Watson detected some disease in somebody that 15 doctors couldn’t find. But that doesn’t necessarily mean that Watson is going to do the surgery. I think it can definitely play that role in having access to so much data and being able to crunch it at a rate that our brains simply can’t handle, but next to a human that makes all of us that much smarter and that much better at our jobs.

Joey Coleman: I think it does, but again, with all great new technological advances come new challenges. One of the things that I thought was interesting in the article is they told the story of a woman who explained that after working with Cogito for a series of time, when she was in conversation with her boyfriend, he noticed a change in her speech patterns.

Dan Gingiss: Oh, wow.

Joey Coleman: That she was speaking more directly, that there wasn’t as much fluff or nuance. And the author alluded to the fact that isn’t it the fluff and the nuance that makes conversation between humans, human. And so what happens when we strip all of that away to just be about call times and resolution and, oh, the AI can anticipate exactly what the individual wants. It makes a little less personal empathy and personal  connection I think.

Dan Gingiss: Yes, I can definitely see that happening. So Cogito’s chief behavioral scientist Skyler Place had some interesting and somewhat shocking observations about how the world will change in the next three years. Place observed, and I’m quoting, “There’s a future where AI software like this becomes part of our normal day to day in conversations with parents, with spouses and in preparing for job interviews.” The team at Cogito is already using an AI application internally to coach and advise on everyday employee interactions, but the CEO is quick to acknowledge that they aren’t, “Quite yet sure if the general population is ready for this.”

Joey Coleman: Not quite sure if the population is ready for this? Yeah, I don’t even think we’re close to ready for any of this, Dan. But I think at the end of the day it’s coming whether we like it or not. And so the question needs to shift, I believe from a place of are we ready for this to happen? To, what are we going to do when this happens? Because it’s no longer a question of if, it’s just a question of when.

[Book Report] Find Encouragement and Inspiration as a Self Reliant Entrepreneur

Joey Coleman: We spend hours and hours, nose deep in books. We believe that everything you read influences the experiences you create. So we’re happy to answer our favorite question. What are you reading?

Joey Coleman: In 1841 Ralph Waldo Emerson, writer, speaker, and father of the Transcendentalist Movement wrote the following. “Is it so bad then to be misunderstood? Pythagoreous was misunderstood and Socrates and Jesus and Luther and Copernicus and Galileo and Newton and every pure and why spirit that ever took flesh. To be great is to be misunderstood.”

Dan Gingiss: Have I stumbled into the wrong show? This is an interesting way to start things off. I don’t think we’ve ever opened a segment here on the Experience This Show with a philosophical quote, let alone one from the 1800s.

Joey Coleman: I think we have Dan and I appreciate you and our loyal listeners for humoring me. But I thought this quote was interesting for two reasons. First, I think it describes most people working in customer experience today. I think we’re frequently misunderstood by our coworkers and peers and colleagues, and yet I think that’s great. Customer experience while familiar to all of us is still a pretty evolving discipline in the corporate setting. But second, while I’ve heard that quote I shared before I came across it recently while working my way through a book that my good friend John Jantsch wrote. The book is called The Self-Reliant Entrepreneur: 366 Daily Meditations to Feed Your Soul and Grow Your Business. Now, you may be familiar with John’s Duct Tape Marketing series of books, which are fantastic by the way. Especially Duct Tape Marketing and The Referral Engine.

Joey Coleman: But his newest book is a bit of a deviation in terms of topic and format. And so I wanted to discuss it in this segment of what are you reading?

Dan Gingiss: Okay, I’ll bite. How is it different from his other books?

Joey Coleman: Well, the self-reliant entrepreneur is more akin to a workbook than a typical business book, but the overall goal is pretty similar. It’s meant to inspire, to encourage, to provoke, to educate. Each day of the year receives its own entry, which includes inspirational writing from a transcendentalist movement writer, basically enough to get you thinking, pondering. And then each day’s entry concludes with a challenge question, asking you to apply the thinking from that day’s entry to your own life. Now, what does this have to do with customer experience? You might be wondering. Well, to be honest, many people who work in customer experience are either entrepreneurs or within their own organization, they play a entrepreneurial role leading the change to create organizational change.

Joey Coleman: Being an entrepreneur or even entrepreneurial can be quite difficult at times and frankly can feel pretty lonely. The book with its powerful self-reliance message, I think could be pretty useful to folks in those positions.

Dan Gingiss: But based on the way you describe the book, you don’t need to be an entrepreneur to get value it seems. Purchasing a copy to read the incredible text and make time to answer the questions at the end of the day’s entry could provide some fantastic introspection for anyone.

Joey Coleman: Yeah, I think it could Dan, and that’s again why I was excited to talk about the book a little bit. I think there’s something for everybody in John’s book, The self-reliant entrepreneur. You should definitely consider picking up a copy on Amazon at Barnes & Noble or your local Indie bookstore. In passing I’ll share another quote from the book that I think describes a mantra that all CX professionals can follow. “Reason of course, keeps us out in jail, prudently employed and modestly goal oriented, but achieving the impossible, implausible or heaven forbid, unconventional, better way of doing something requires setting unreasonable ambitions buttressed with unreasonable actions. In fact, progress depends on it. The only truly unreasonable act is to believe that everything is okay as it is.” Irish playwright George Bernard Shaw put it this way, “The reasonable man adapts himself to the world. The unreasonable one persists in trying to adapt the world to himself. Therefore, all progress depends on the unreasonable man. Today pledge to free yourself from the limitations of reason and give yourself permission to dream of things no reasonable person could.”

[Start the Conversation] Avtex: Leveraging Data to Personalize Experiences

Joey Coleman: Sometimes all it takes is a single question to get your company thinking about an improved customer experience. Here’s an idea for how you can start the conversation.

Joey Coleman: This week, start the conversation topic is, leveraging data to personalize experiences. Customer data can be used for many purposes, including tracking interactions, charting transactions, and managing marketing outreach. Data gathered during customer interactions can also be used to personalize future experiences which often foster a deeper relationship with the customer.

Dan Gingiss: Here are three ways data can be used to personalize interactions. One, using portal interaction data to automatically surface support content that better meets the customer’s needs and historical approach to seeking resolutions. Two, streamlining contact center interactions by comparing the customer’s phone number or IP address against past interaction reports. Three, using trend data to identify common pain points and eliminating them or creating specialized journeys for individual customer segments.

Joey Coleman: We talked a lot on the show, Dan, about the power of personalization. And I think this has been proven time and time again. I know as a consumer when I call in to a call center and because I’m calling from my cell phone number, they recognize that and they answer the phone and call me by name and immediately get to anticipate what I might be calling about. Like for example, when I call Delta and they recognize me and they say, “Oh, Mr. Coleman, are you calling about your flight tomorrow to LaGuardia?” It just speeds the conversation. It makes me feel like I matter. It makes me feel like they actually care about my business. And so I think every business should spend more time thinking about creative ways to personalize their interactions.

Dan Gingiss: For sure. I mean, as consumers or even as a business’s clients, we know that the companies we do business with have data on us, so you might as well use it.

Joey Coleman: Absolutely.

Dan Gingiss: And use it to our benefit. And now for this week’s question about leveraging data to personalize experiences, what customer data are we tracking and are we effectively using it to drive better experiences? We encourage you to start the conversation within your own organization and then continue it with Avtex at experienceconversations.com. That website again is experienceconversations.com.

[Love It, Can’t Stand It] What Happens When One Customer’s Experience is Impacted by Another Customer’s Behavior

Joey Coleman: Sometimes the customer experience is amazing and sometimes we just want to cry. Get ready for the roller coaster ride in this edition of, I love it, I can’t stand it.

Joey Coleman: I was thinking about something the other day while I was flying, Dan.

Dan Gingiss: Congratulations Joey.

Joey Coleman: Oh, I set myself up for that one, didn’t I? Didn’t I? Nice. Oh, well actually what I was thinking about was how on an airplane, one customer’s experience can be dramatically impacted by another customer’s behavior. And when that happens, the affected customer associates that experience not only with the other customer who quote unquote, caused it, but it also spins off onto the airline for better or for worse. And this got me thinking that it would be interesting to explore all the ways someone’s experience on an airplane could be dramatically impacted by the other customers. In short, how one company’s customer experience could be completely out of their control and what a company could do to monitor and adjust these feelings as need be if another customer infringes on the experience they’re trying to create.

Dan Gingiss: I’m guessing there might’ve been an incident on this plane that triggered this idea.

Joey Coleman: There was, but to be honest, it didn’t happen to me personally. I was on the plane thinking about a story a friend had told me, who this happened to them. They spend a lot of time on planes. They’re professional speakers as well. And at the risk of grossing anyone out, I will share this story, but I would encourage you folks, please stop eating or drinking if you’re doing either of those things right now while you’re listening to this show because you’re probably not going to like this story.

Dan Gingiss: Okay. Putting the coffee cup down. I’m getting a little nervous here Joey.

Joey Coleman: Yeah, let’s, let’s not have a spit take. And this is pretty intense. Okay, here it goes. My friend was flying in first-class here in the United States and noticed that a gentleman across the aisle and a row ahead of her had taken off his shoes while they were in mid flight. He then proceeded to take off his socks and just when my friend thought it could get no worse, the other passenger started clipping his toenails.

Dan Gingiss: Oh, come on.

Joey Coleman: I swear it’s a true story, it was terrible for everyone involved because not only were the toenails being clipped, but it’s not like they were being clipped onto a paper towel, they weren’t just being clipped onto the floor and onto the other people. And I don’t know how it works for you all, but sometimes when you cut a toenail, it doesn’t just gently fall right below the toe, it shoots off. There literally were toenails shooting across first-class.

Dan Gingiss: Oh, thank you for making me put that coffee down.

Joey Coleman: I know, right?

Dan Gingiss: I’m absolutely disgusted right now.

Joey Coleman: And this is why I thought my friend was lamenting that the flight attendants didn’t do anything about it. And they also commented on the fact that given this airline’s reputation for having maybe not the best attention to detail, that would those toenails be picked up by the cleaning crew or could it be several flights later and someone would still be finding the biological matter of a passenger who flew several flights before.

Dan Gingiss: Okay. I’m kind of in shock. Let’s change the subject.

Joey Coleman: Fair enough. Fair enough. Okay. Here’s the thing, and again, apologies to any of the listeners that were as disturbed and disgusted by that story as much as Dan and I were. But let’s change gears a little bit, and no pun intended, pull this back to 35,000 feet. I’d like to talk about all the things that can happen on a plane, stemming from one customer’s behavior, impacting another customer’s behavior. And I think what we can show here is how this impact can be positive or negative. And as a result, I thought it might be fun to talk about some of the things we love and can’t stand. So Dan, why don’t you kick us off?

Dan Gingiss: Good. I want to go first.

Joey Coleman: All right?

Dan Gingiss: I cannot stand it when people bring smelly food onto a plane because sometimes it’s great and it smells like nice French fries and sometimes it’s a little fancier of a meal or a little spicy or what have you. And it permeates the entire plane.

Joey Coleman: Yeah, it really does. And if you don’t like that particular type of cuisine, if you like that type of cuisine, it’s usually fine.

Dan Gingiss: Well no, because then you’re hungry and you really want it.

Joey Coleman: But fair enough, fair enough. But if you don’t like that type of cuisine, it can get really ugly really fast.

Dan Gingiss: It’s bad.

Joey Coleman: The one that is showing up pretty much every time I fly now that is just ridiculous, is when passengers are playing games or watching videos on their phone and they’ve decided not to wear headphones. Because they’re like, I’m sure you want to hear the cards sliding across as I play solitaire. The little… Honestly?

Dan Gingiss: I kind of like that sound.

Joey Coleman: Oh my gosh, you like it?

Dan Gingiss: Only when I’m playing.

Joey Coleman: You like it at the beginning. But after two hours of a flight… The other day I finally was, “I can’t handle it anymore.” And I actually leaned forward and said to the person, “You do realize that this entire section can hear you’re playing solitaire, right.” And the person was like, “Oh no, sorry.” And I’m like, “How did you not know? Are you so numb and so unaware of your own behaviors?” Okay. I’m getting worked up.

Dan Gingiss: Speaking of which, I cannot stand it when there’s someone on the plane that believes that he is the most interesting man in the world and is going to talk loudly and share his knowledge with us for pretty much the entire flight.

Joey Coleman: Yeah, and I love the gender specificity of that statement because it’s always a guy. It’s never a woman pontificating about the deals she’s closing and all the promotion she’s going to get. No, it’s some dude just harassing the person next to him. Totally agree. It’s ridiculous. One that I think I’ve observed people doing lately on flights is watching their favorite news channel, which is often fairly sensationalized in an age where news is a negative trigger for many people. I’ve actually seen the energetic shift when somebody flips on a news channel in front of them that clearly isn’t the news channel preference of the person sitting next to them and suddenly they realize they might be on opposite ends of the spectrum.

Dan Gingiss: Yes, and I’m not going to go back to your opening story because I’m still disgusted. But I have also seen people perform other personal grooming activities on a plane. Flossing teeth, putting on deodorant, that sort of thing.

Joey Coleman: Yeah. the putting on deodorant while sitting in the chair that that one’s, it’s rare, but when it happens, I’m just like, “How is this happening? Is somebody filming this? Are we in an episode of the Twilight zone or funniest home videos because I’m confused.”

Dan Gingiss: Yeah. There’s a bathroom on the plane for a reason.

Joey Coleman: Yeah. I’ll say the last thing. Let’s do one more that we can’t stand. The last one is one that I’m personally sensitive to because I have a six year old and a three and a half year old. It’s when the person sitting next to us on the plane is watching clearly non age appropriate content when they have a child or children sitting next to them. Now thankfully when I fly with my kids we take up a row, so it’s not really an issue. But I have seen unaccompanied minors flying next to again, mostly guys who decided that they want to watch something like John Wick 3, which is an incredibly violent movie sitting next to two six-year-old twins and I’m thinking you do realize that they see the screen, right?

Dan Gingiss: Although to be fair, I’m going to push back on this one because you could flip the script and say that to that guy, the problem is the thing he can’t stand is having to sit next to two six-year-olds, right? Because now have to dictate what he gets to watch.

Joey Coleman: Fair enough, fair enough. But also when you get on the plane and there are 50 movies to choose from, I think it’s okay to say, “Look, I don’t care if you watch something that’s maybe a little more adult in its nature, but it doesn’t have to be pushing the adult with a capital A, boundaries.”

Dan Gingiss: True.

Joey Coleman: All right, so that’s enough bad news. What about the impact of positive experiences? What are some of the things you love, Dan?

Dan Gingiss: Well, I appreciate it when the person on the window seat or the aisle seat understands that the person in the middle is really uncomfortable and allows them to have the armrests or at least most of the armrests rather than trying to fight them for it and make their experience even more miserable.

Joey Coleman: Oh, yes. We have talked about this before on the show when we talked about the changes that are coming to the middle seat. Yes. The rule is the person in the middle seat gets both armrests. I also really like it when people don’t put their seats all the way back or sometime, the best ones don’t put them back at all. It’s so ridiculous when I’ll be sitting on my laptop and next thing I know either the laptop is being jammed into my chest or it’s flipping off the table because the person in front of me has decided to throw their seat back with careless abandon, not even… I don’t know, if you’re going to put it back, at least go back slow, but just throw it back like, “Hey, don’t mind me while I sit in your lap?”

Dan Gingiss: Yeah, I think the sounds like you’re taking an, I can’t stand it and just flipping it into an I love it. Making it negative.

Joey Coleman: That’s kind of what happened right there. That’s true. That’s true.

Dan Gingiss: Tell us about your biggest mistake in business. Well, my biggest mistake is that I’m just too good at what I do.

Joey Coleman: It’s called taking a negative and turning it into a positive, Dan.

Dan Gingiss: But actually I believe that the airplane should just stop making the seats go back.

Joey Coleman: Agreed. 100%

Dan Gingiss: Like today with the amount of leg room there is, it’s not necessary to go back even three or four inches, just to stop it. Don’t make it [.

Joey Coleman: 100%.

Dan Gingiss: But I also appreciate… I love sitting on the aisle because I get a little extra leg room and can put the legs out into the aisle, et cetera. But when somebody wants to get up, I always stand up so that it’s easier for them to get out.

Joey Coleman: Of course it’s because you’re a decent human being.

Dan Gingiss: Yes. And I like it when people do that to me versus me having to… That whole dance of trying to climb over someone and not touch them or their things. Is just so uncomfortable and all they have to do is stand up and it would eliminate that.

Joey Coleman: It really would. Another thing I love is when passengers decide to follow the rules and use the storage above their seats, only after they’ve used the storage under the seat in front of them. It never ceases to amaze me when you get on the plane. And lots of times I’m doing quick turns and quick connections. So I’ve got my carry-on backpack as well as my small carry-on bag and I get on the plane and the cabin space above or the luggage space above is taken by tiny purses and tiny backpacks and little things where I’m like, “Seriously, that could go under the seat.” So I love it when people do that.

Dan Gingiss: I do too. And I also appreciate when somebody takes the time to read their seatmates body language. And what I mean by that is, do they want to talk and be spoken to or do they just want to read and work quietly and watch a movie? It’s oftentimes people will act the way they want to act, not how the receiving person wants them to.

Joey Coleman: Yes, the pro tip on that folks. Get the headphones out of your bag immediately upon being seated. Put those in if you want to avoid the conversations. Well, I think what’s interesting here is, all of these examples are about the airlines, but let’s not get caught up in thinking that this is only an airline problem. Many of our listeners have interactions where they can have more than one customer in their place of business at the same time, restaurants, movie theaters, doctor’s offices, and someone who is a customer that’s not you, could be impacting or influencing your experience. And so I think there’s an opportunity for businesses to think a little more strategically about what kind of behaviors happen within their place of business from other customers.

Dan Gingiss: Yeah, I agree. And I think this is also true in the B2B world too. Is that we do business with companies and sometimes those companies annoy us in how their employees behave. Maybe they email us too often. Maybe the salesperson is calling me too often and I’ve asked him to stop or that I only want to speak to him once a week or whatever it is. You have to be able to read the other people in your environment and act accordingly.

Joey Coleman: Interestingly enough, it’s pretty easy to see how the behavior of another customer could dramatically impact your customer experience for better or for worse. What can a company do about it? Well, one option would be to adopt a code of conduct for your customers. Set clear expectations on what’s allowed and not allowed, and then be ready to celebrate or enforce the code as need be. We’re seeing this more and more with youth sporting events, for example, that have specific rules around parental behavior as opposed to child behavior.

Joey Coleman: Which is so needed, so needed. And I think it’s just a matter of time before we actually see this start to show up more in customer environments like restaurants and retail establishments and modes of transportation. Ask yourself this, if your customers are in the same place at the same time, how are you making sure that they enjoy the experience without infringing on another customer’s enjoyment?

Joey Coleman: Wow, thanks for joining us for another episode of Experience This.

Dan Gingiss: We know there are tons of podcasts to listen to, magazines and books to read, reality TV to watch. We don’t take for granted that you’ve decided to spend some quality time listening to the two of us.

Joey Coleman: We hope you enjoyed our discussions, and if you do, we’d love to hear about it. Come on over to experiencethisshow.com and let us know what segments you enjoyed, what new segments you’d like to hear. This show is all about, experience. And we want you to be part of the Experience This Show.

Dan Gingiss: Thanks again for your time and we’ll see you next week for more.

Joey Coleman: Experience-

Dan Gingiss: This.

Episode 74: Paying Attention to Shifting Behaviors Can Lead to Increased Customer Satisfaction

Join us as we discuss rewriting your message to acknowledge current realities, the pros and cons of sharing your email address, and the perils of always being connected.

Binging, Auto-Adding, and Considering – Oh My!

[This Just Happened] Netflix Nailed It!

Joey and his two sons have a Saturday morning ritual. No matter what time the boys wake up, they all head to the basement (letting mom sleep in) for Saturday morning cartoons! In an effort to shake things up a bit, they recently started watching a show called Nailed It! on Netflix. On the show, home bakers with a poor track record in the kitchen seek redemption and cash by trying to re-creating edible masterpieces. Needless to say, hilarity ensues.

While the episode was certainly entertaining, the most interesting part of the show came at the end, just after the winner was announced. The hostess signed off the current episode by welcoming the viewers to the next episode. This was brilliant as it assumed that Joey and his sons would continue to watch more episodes! With on-demand availability, people are now watching more than one episode in a single sitting. In fact, many people binge-watch shows like Nailed It! Amazingly, Nailed It has acknowledged this behavioral shift and adjusted their programming accordingly.

How are you adjusting your offerings to take into consideration the tectonic shifts that are occurring in customer behavior? Are you considering your content release schedule and what your customers want vs. what’s easiest for you?

Joey Coleman, co-host of ExperienceThis! Show podcast

Sometimes, even if you are not an early adopter or raving fan of these shifting trends, you must realign your message with the present day realities of customer behavior. What are you doing to continuously evolve your offerings so that customers and prospects feel like you are taking their needs, wants, and behaviors into consideration? 

On that note, we want to make sure to take our listeners’ behaviors into consideration! Do you think we should release the entire season of ExperienceThis! Show once a week (like old TV), or all at once (like a Netflix show)? Please take 3 seconds to vote in the poll below and let us know!

Coming Soon
Do you think we should release the entire season of ExperienceThis! Show once a week (like we do currently), or all at once (like an entire season of your favorite TV show being released on Netflix or Amazon)?
Do you think we should release the entire season of ExperienceThis! Show once a week (like we do currently), or all at once (like an entire season of your favorite TV show being released on Netflix or Amazon)?
Do you think we should release the entire season of ExperienceThis! Show once a week (like we do currently), or all at once (like an entire season of your favorite TV show being released on Netflix or Amazon)?

[I Love It, I Can’t Stand It] Email Lists

Most people have a very complex relationship with email. On one hand, it helps us to do business in an increasingly digital age. On the other hand, our email inboxes are becoming more crowded by the minute! How your email is used and even abused by email lists is a topic for recipients and senders alike. When you give your email to someone, what they do with it can vary from actually using it to communicate, to adding you to one of many email distribution lists.

Things We Can’t Stand:

  • When someone we meet at an event adds us to their e-newsletter.
  • When companies share your email with third parties who in turn start marketing to you.
  • When you make a donation, and the cause/non-profit immediately starts emailing you for more donations.
  • When you want to access content on a website, you enter your email, and then a sales person starts reaching out to set up a call so they can pitch you.

Things We Love:

  • When people ask permission to introduce me to someone via email rather than in Messenger, or by text, or without asking!
  • When people are transparent about how many emails you will receive in the coming weeks after you provide your email for the first time.
  • When someone forwards you a newsletter and gives you the option of receiving more issues (instead of automatically subscribing you).
  • When people receive your email from a third party that you do have a relationship with, but acknowledge the mutual relationship when they send the first message.

Always consider the golden rule when you are dealing with email: Do unto others’ email as you would want done unto yours!

[Start the Conversation] Avtex: Employee Experience Matters Too

While having satisfied customers may seem to be the most important focus, if your employees aren’t having a good experience, your customers will suffer as well. CX leaders are often solely focused on their customers’ experience, but the truth is, the employee experience matters too. Failing to consider the employee experience can lead to unnecessary stress, frustration, and staff turnover, especially when the employees are asked to do too much with too little support.

Here are three ways to improve the employee experience:

  1. Ensuring the organization’s CX technologies and tools are capable of supporting employees and the CX strategy.
  2. Integrating commonly used technology platforms to streamline routine activities, such as customer data review or entry.
  3. Continually reviewing processes and policies to eliminate common pain points or roadblocks that negatively impact employees.

Start the conversation with this question: Are my employees given the tools and support they need to do their jobs and execute our CX strategy?

To continue the conversation, go to: experienceconversations.com.

[Book Report] Indistractible by Nir Eyal

The modern world is filled with distractions – most notably, the technology at our fingertips. In his book Indistractible: How to Control Your Attention and Choose Your Life, Nir Eyal addresses the hidden psychology that causes us to constantly be distracted. Interestingly enough, Nir’s first book was called Hooked, which addressed the four step process companies use to get customers “hooked” on their products. In Indistractible, Nir provides a way to break this ongoing, addictive cycle.

Now we should realize that distraction is not a new problem. But by understanding the root cause of distraction, the deeper psychology of why we go off track, we can make sure that we can get the best out of these technologies without letting them get the best of us.

Nir Eyal, author of Indistractible

An interesting aspect of this book, is that Nir doesn’t suggest technology abstinence. Instead, he suggests a four step process to help create boundaries, take back control over the distractions, and return balance in your life.

If you are ready to take control of your life again and establish some healthy boundaries for the role technology plays in your life, make sure to read Indistractible.

Links We Referenced

Host Contact Information

Tweet Dan Gingiss: @DGingiss

Email Joey: JoeyC@JoeyColeman.com



Subscribe to Experience This on Apple Podcasts

Episode Transcript

Download a transcript of the entire Episode 74 here or read it below:

Dan Gingiss: Welcome to Experience This.

Joey Coleman: Where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more.

Dan Gingiss: Always upbeat and definitely entertaining, customer retention expert, Joey Coleman.

Joey Coleman: And social media expert, Dan Gingiss, serve as your hosts for a weekly dose of positive customer experience.

Dan Gingiss: Now hold onto your headphones. It’s time to Experience This!

Dan Gingiss: Get ready for another episode of the Experience This show.

Joey Coleman: Join us as we discuss scripting your message to acknowledge current realities, the pros and cons of sharing your email address, and the perils of always being connected.

Dan Gingiss: Binging, Auto Adding and Considering. Oh my!

[This Just Happened] Netflix Nailed it! (binge watching)

Joey Coleman: We love telling stories and sharing key insights you can implement or avoid based on our experiences. Can you believe that this just happened?

Joey Coleman: In our house, I have a Saturday morning ritual with my boys. Whenever they wake up, which to be honest is usually super early, they come and wake me up and we all go downstairs to our living room to watch cartoons together.

Dan Gingiss: Oh, I remember those days. Mine are now teenagers and near teenagers, so we’re not really watching cartoons anymore.

Joey Coleman: Not as much into the cartoons anymore. No, I hear you. And to be honest, it’s one of the reasons I do it because not only does taking the boys allow my wife to sleep in after a long week, but it gives me some quality time together with my sons that I know won’t be as interesting to them as they get older.

Joey Coleman: So what we usually do is watch cartoons on Netflix. But recently we tried a new show that I had heard about and I thought they might enjoy, called Nailed It. Have you ever watched, Nailed It, Dan?

Dan Gingiss: So I have not watched Nailed It, but I want to ask a question before you even start. Was it something you thought they would enjoy or something Netflix thought that they would enjoy?

Joey Coleman: Good clarifying question. Netflix suggested it and I had also heard from our niece that she likes to watch the show. And so I thought, “All right, maybe the boys will like this too.” And to be honest, you can only do so many episodes of Paw Patrol and Octonauts before you say we got to throw something different into the system.

Dan Gingiss: And Spongebob. That was the one I could not stand.

Joey Coleman: Oh yeah, we don’t do SpongeBob at our house. We are a SpongeBob free home. Thankfully. Octonauts, Paw Patrol, love them. Great shows. But something that wasn’t a cartoon seemed like it might be interesting as well. So we decided to watch Nailed it.

Joey Coleman: Now for all of you that may not be familiar, Nailed It is a baking show that brings together three amateur bakers who compete against each other to win a $10,000 prize. Now, each round sees the host, comic Nicole Byer, and renowned pastry chef Jacques Torres, showcasing a beautifully made cake or cookies or a dessert of some type. And then the contestants are given a limited period of time, usually 20 minutes to two hours, to make something that looks just like the example. Now the phrase, Nailed It, comes from a popular trend on Pinterest to try to make what you see and even when you basically fail epically, you say “Nailed it.”

Dan Gingiss: Nailed it.

Joey Coleman: Yeah. Okay, good. You knew that one. I like it.

Dan Gingiss: I can’t decide what’s more shocking, Joey, that you’re watching a baking show because I know you don’t know how to bake, or that you know about Pinterest and the concept of ‘nailed it.’

Joey Coleman: Well I resemble those remarks, Dan. I agree with you. I am not into baking but I can certainly appreciate a well-designed and baked dessert. I also love the concept of boldly claiming that you nailed it, when in reality your finished product looks nothing like what you saw on Pinterest. But to be honest, the thing I wanted to talk about has less to do with the show and more to do with what happened at the end of the show we were watching in the final few seconds.

Joey Coleman: I want to play for you a clip of the show so that you understand what I mean. By way of setting this up a bit, the host, Nicole, is going to announce the winner of the episode and then she’s going to encourage her guest hosts to shower the winner with money. They have this device that shoots the $10,000 bills all over the winner. The part to pay specific attention to is right after that when the host speaks directly to the viewer. Take a listen.

Nicole Byer: The winner is … Chris. Hit him with that cash.

Chris: I can finally say, “Chris, you nailed it.”

Nicole Byer: Thanks for joining us on Nailed It. The next episode starts in four, three, two, one.

Nicole Byer: Welcome to Nailed It.

Dan Gingiss: Very interesting. It’s as if the show is both encouraging the viewer to watch more and anticipating that they’re going to watch more right now.

Joey Coleman: Exactly, and this is the thing. I had never seen this before in any type of show. As anyone who is a subscriber to Netflix knows, as soon as you finish watching one episode of a show, they automatically start playing the next episode a few seconds later. This helps everyone involved. The viewer who’s engrossed in the TV doesn’t have to select the next episode and Netflix keeps you engaged and watching by automatically starting the next episode. But what caught my attention is that the producers and writers for the show Nailed It are so familiar with the typical binge watching that occurs on Netflix, that they actually built the prompt to stay watching into the script of the show.

Dan Gingiss: Wow. We have clearly come a long way since the way the shows ended when we were kids. I remember  it being this huge deal when a show would end with ‘to be continued.’ Because it was a two parter, whereas most of the time when we were kids, the episodes kind of stood on their own. So this is however completely taking that to a different place.

Joey Coleman: Yeah. I mean there’s something completely different from tune in next week to the next episode starts in four, three, two, one and then it’s playing. Now I know consumers have been binge watching shows ever since it became possible to view things on demand. But I have never seen a show address this behavior so head on.

Dan Gingiss: Yeah, I agree. I don’t think I’ve ever seen that either. The only thing I can maybe compare it to is that some of the reality shows like America’s Got Talent will have a live performance show on one night and then the results on the next night. And you almost can’t help but watch two nights in a row. But even then, it’s not immediate. And this is this understanding that the whole concept of binge-watching is now this moment. And I just wonder, how many episodes are there of this thing? How many hours into the night am I going to stay up if I just leave it going?

Joey Coleman: Right. And most of the research actually shows, since on demand TV has come out, the amount of time people spend watching in a single setting has increased dramatically. So overall TV usage and a lot of demographics is going down because there are so many other distractions. Your phone and the internet and things you could be doing on a laptop or an iPad. But when you do sit down to watch, binging is kind of a common practice and behavior.

Joey Coleman: So here’s our question for you, loyal listeners, how are you adjusting your offerings to take into consideration the tectonic shifts that are occurring in customer behavior? Are you considering your content release schedule and what your customers want? Or are you considering what’s easiest for you in terms of a production schedule? Does your messaging and positioning align with the present day realities of customer behavior, even if you yourself aren’t an early adopter or a raving fan of these shifting trends? What are you doing to constantly evolve your offerings so that customers and prospects alike feel like you’re taking their needs and their wants and their behaviors into consideration?

Dan Gingiss: Joey, you and I have talked about something related to this about our very show. One thing I think that our listeners and friends and, well, my social media followers know is that-

Joey Coleman: That was subtle, wasn’t it? For those of you keeping score at home, social media expert, Dan, one, non social media expert, Joey, zero.

Dan Gingiss: So what they all know is that you and I both practice what we preach.

Joey Coleman: We try to.

Dan Gingiss: That’s really important.

Joey Coleman: We try to.

Dan Gingiss: Yes. So to that end …

Joey Coleman: Yeah. So to that end, let’s put this to the test. You’re listening to our show and since season one, Dan and I have been having conversations outside of the recording room, discussing whether or not we should drop our shows, an entire season of the Experience This show, once a week like we currently do, or whether we should release an entire season all at once, a la Netflix. Thus far, we’ve decided to release the shows in a weekly fashion.

Joey Coleman: But it’s an ongoing discussion we’re having. In fact, we want to ask you what you think. Would you like to have an entire season of Experience This released all at once? Or do you like the fact that we drip a little bit out every week? We release a single episode. To do this, visit experiencethisshow.com and click on the listener poll at the top of the homepage. We’d love to see what all of you think and if there’s a strong consensus one way or the other, we’re happy to adjust the plans for future seasons of the Experience This show.

[I Love It, I Can’t Stand It] Email Lists

Joey Coleman: Sometimes the customer experiences is amazing. And sometimes we just want to cry. Get ready for the roller coaster ride in this edition of I Love It.

Dan Gingiss: I can’t stand it.

Joey Coleman: I’m in a very complicated relationship that I want to tell you about, Dan.

Dan Gingiss: Uh oh, this doesn’t sound good. Everything okay with you and Berit?

Joey Coleman: No, no. It’s all good. I’m not talking about my personal relationships. I’m talking about my relationship with email.

Dan Gingiss: Oh, I can understand that. That is complicated.

Joey Coleman: Yeah, so in fact, the specific aspect of my email that I want to talk about in this segment is how my email address gets used and regularly abused by other people. I thought it might actually be a ripe topic for us to discuss. And considering there some things that I absolutely love but many that I can’t stand, I thought this could be a good format for it. So that we end on a high note, let’s start with the things that we can’t stand about how our email is used in ways that are not exciting to us.

Joey Coleman: So for example, when I meet someone at an event and we exchange business cards and I think, “Oh, this is interesting. I’ll be in communication with this person.” And then they take the email on my business card, which is my personal email and add me without asking to their e-newsletter, which usually is about something that I have zero interest in. It drives me insane.

Dan Gingiss: How about when companies share my email address with third parties, that then start marketing to me? And this happens sometimes because I go by Dan, but every once in a while I’ll get something that’s addressed to Danny or Daniel or I’ll have my last name misspelled. And you can see it propagate as the name gets sold and sold over and over again.

Joey Coleman: So true. That’s kind of like what we’ve talked about in episodes in the past. As somebody who goes by Joey, if I get anything addressed to Joseph or to Joe, I know that they don’t actually know me. Yeah, I agree.

Joey Coleman: The other one that drives me crazy is when I donate to a friend’s cause. So like on Facebook, somebody says, “Hey, for my birthday I’m raising money for this cause.” And I donated to that cause. And then that cause automatically starts emailing me their newsletter, asking me for additional donations, giving me random thoughts. And I feel it’s one of those times where I feel like I want to say to them, “Folks, I appreciate you’re hopefully doing good work in the world. But the only reason I know about you, the only reason I’m interested in giving money to you is because my friend asked me to. I’m not actually interested in your cause.”

Dan Gingiss: You know when I share my email to access some content on a website for example, and then you get an email back from the sales team asking to set up a call so that they can sell me something. And it’s like, “Well, no, I really just wanted the content on your site and you put it up there and you made me put in an email. If I want to talk to you for a sales presentation, I know where to reach you.”

Joey Coleman: Yeah. And that one in particular happens to both of us, we’ve talked about this on the show before, all the time because we do a lot of research. We’re speakers, we’re writers. We’re trying to find things and it’s like there’s a giant disconnect between a company’s content arm and their sales arm. The content can stand alone and be free and it establishes you as a thought leader or as an industry leader. It doesn’t mean that I’m interested in buying your widgets.

Joey Coleman: Okay. So we’d better stop there because I get the feeling we could go on and on about all the ways that companies and people misuse email addresses. But let’s talk about some of the best practices for using a customer email address instead. Dan, why don’t you go ahead and start us off on this one?

Dan Gingiss: Well, I think one of the great ways to kind of overcome one of the things we can’t stand is when somebody forwards me say a single copy of a newsletter or a piece of content and then gives me the choice of continuing on to subscribe. So I’m okay with them sending the taster without signing me up continuously without my permission.

Joey Coleman: So true. And what about when people ask my permission to make an introduction and then they do it over email instead of connecting me via messenger or text message? Email has its purpose and I like it when it’s used that way, but before you share my email with another person, make sure that I’m okay with that.

Dan Gingiss: I also like it when people are transparent about the fact that sharing my email will bring a series or sequence of emails to my inbox over the coming days and weeks. We talk about setting customer expectations a lot on this podcast and this is very similar is that if you tell people, “Hey, when you give me your email, you’re going to hear from me twice a week or you’re going to hear from me every other week.” That makes me much more comfortable giving you my email rather than having no idea how often you’re going to use it and abuse it.

Joey Coleman: Yeah. Last but not least, I love it when people do gain my email from a third party that I have a relationship with and then they acknowledge it or cite that when they send me the first message. So, “Oh, we got your information from so-and-so because they thought you might be interested in XYZ.” That I’m okay with. Friends, let’s be candid. Seth Godin addressed this way back in 1999 in his book Permission Marketing. And if you haven’t read it, go read it right now, as the concepts and the principles he outlines have certainly stood the test of time and clearly not enough people read the book because they wouldn’t be behaving this way if they had. In the meantime, please, please, please consider your customer’s emails to be sacred and follow the golden rule. Do onto those emails as you would have done unto yours.

[Start the Conversation] Employee Experience Matters Too

Joey Coleman: Sometimes all it takes is a single question to get your company thinking about an improved customer experience. Here’s an idea for how you can start the conversation.

Joey Coleman: This week’s start the conversation topic is employee experience matters too. CX leaders are often laser focused on the experience customers have while interacting with their brand. While the customer’s experience during an interaction is important, of course, so is the experience of employees who support customers during these interactions. Employees are often overlooked during customer experience planning. Failing to consider the employee can lead to unnecessary stress, frustration, and staff turnover, especially when the employees are asked to do too much with too little support.

Dan Gingiss: And believe you me, your customers can see it on your employee’s faces. A happy employee equals a happy customer. So here are three ways to improve employee experience. One, ensuring the organization’s customer experience technologies and tools are capable of supporting employees and the CX strategy. Two, integrating commonly used technology platforms to streamline routine activities, such as customer data review or data entry. Three, continually reviewing processes and policies to eliminate common pain points or roadblocks that negatively impact employees.

Joey Coleman: Dan, you’re so right. I often think of it as the customer experience and the employee experience being two sides of the same coin. As we elevate the customer experience, we by default elevate the employee experience. If the employee experience is in the tank and not doing well, the customer experience is going down too.

Joey Coleman: You can’t ask your employees to create a remarkable customer experience if they don’t know what one is. We need to, as employers, show our employees the same laser focus and dedication to their experience that we’re asking them to show when it comes to the experiences they create for our customers. So how might we do this? Well, one quick idea is from the concept of personalization. We think about all the different ways we personalize for our customers, but do we have that same kind of data about our employees? Do we know their spouse’s name? Do we know their anniversary, their birthday? Do we celebrate those things? Or are those the kinds of communications that are only reserved for data we collect from our customers? Something to think about.

Dan Gingiss: And now for this week’s question about the importance of employee experience. Are my employees given the tools and support they need to do their jobs and execute on our customer experience strategy? We encourage you to start the conversation within your own organization and then continue it with our friends at AVTECH, by going to experienceconversations.com. Once again, that is experienceconversations.com.

[Book Report] Indistractible

Joey Coleman: We spend hours and hours nose deep in books. We believe that everything you read influences the experiences you create. So we’re happy to answer our favorite question. What are you reading?

Joey Coleman: Dan, I have to tell you, I’ve been reading a book that I think you would enjoy, but it goes a little bit against the grain when it comes to social media.

Dan Gingiss: What do you mean?

Joey Coleman: So as you know, I’m not that active on social media. I know. Shocker, shocker.

Dan Gingiss: You don’t say.

Joey Coleman: We’ll pause a moment, everyone, so you can pick yourself up off the floor. But I’m willing to confess to you and to our loyal listeners that I don’t have the best relationship with social media. Not just because of the things you would say about how I need to be tweeting more and doing things like that. The fact of the matter is I regularly find myself mindlessly wandering through Facebook, scrolling through LinkedIn or even looking to see what you’re up to on Twitter. I know, it does actually happen.

Dan Gingiss: Hey, thanks buddy.

Joey Coleman: I know it’s shocking. You’re the only one I look at. It’s okay. The problem with this isn’t that I’m on social media. The problem is that technology is distracting me from things that I know are more to me. I say these things are more important to me and yet when it comes to my behavior, I still do them.

Dan Gingiss: Yeah, I feel you here, man. I mean this is the first year, 2019 is the first year that I have worked for myself. And so I now work from home every day. And dealing with distractions is literally a daily challenge for me. There’ve been days where I will intentionally go and sit out on my deck so that I’m not inside where I can see the refrigerator or I can go play with one of my pinball machines or-

Joey Coleman: Or I’ll just go fold that laundry. It will only take me a minute. Or maybe I can rearrange the linen closet today.

Dan Gingiss: Yes. What’s for dinner tonight? I better go shopping. But so, distractions can be both technological and not, but they’re very, very difficult to deal with. And I think technology in particular, because of its addictive nature, is one of the hardest ones to push out.

Joey Coleman: I totally agree. And that’s why I wanted to talk about this book I’ve been reading and how to take action on these things. But I’ll come back to the action part. So the book is called Indistractible, How To Control Your Attention And Choose Your Life. It’s written by my good friend Nir Eyal, who we talked about way back in season one, episode 32.

Dan Gingiss: Hey, look who’s the episodes savant now.

Joey Coleman: I know. How about that? Well, I knew I was going to be trying to convince you that technology and social media was a little bad. So I thought I’d play your role here.

Joey Coleman: So what’s fascinating to me is that Nir’s first book, Hooked, which was fantastic by the way, was all about how technology companies use a four step process embedded into their products to subtly encourage customer behavior. Another way to put that, to get you addicted. So through consecutive hook cycles, these products bring the user back again and again and it creates this repetitive behavior. Now in Nir’s newest book, Indistractible, he teaches readers how to counter those hooking behaviors. I had the chance to talk with him about why he thinks this book and its message are so important at this time in human history. Here’s what he had to say.

Nir Eyal: Becoming indistractible is the skill of the century. We’ve all seen how potentially distracting our devices can be in our day to day lives. Products like Facebook, your iPhone, Instagram, WhatsApp, Slack. I mean it goes on and on and the fact is these products are designed to hook you. I should know because my first book was a Wall Street Journal bestseller by the title Hooked, How To Build Habit Forming Products. Now I wrote Hooked so that all sorts of products can use the same techniques that the social media networks use, that all kinds of technology companies use to keep you hooked in order to build healthy habits in our lives.

Nir Eyal: However, there is a dark side. The cost of these products that are so engaging, that are so habit forming is that sometimes we can go overboard. Now we should realize that distraction is not a new problem. But by understanding the root cause of distraction, the deeper psychology of why we go off track, we can make sure that we can get the best out of these technologies without letting them get the best of us.

Dan Gingiss: Well, first of all, I absolutely love that this guy first writes about the addictive nature of technology and then writes about how to get yourself unaddicted from said technology. So that is a person who clearly has his eyes wide open and understands the changes of the world. So I think that’s super cool.

Dan Gingiss: This is a really complex topic because the technology to which we have become addicted is also a critical part of our lives and has changed our lives for all of the good reasons that Nir outlined in his first book. And so it’s really difficult because … My dad has a saying, if some is good, more is better. And I think that generally is true in life. But perhaps with these kinds of technologies, it may not be. So what are some of your favorite takeaways so far?

Joey Coleman: Well, first and foremost, I’ve noticed how increasingly distractable I’ve become over the years. So the fact that I’m even aware that there’s a problem, I think is moving in the right direction. There’s so many things that are vying for my attention. And to be honest, I often struggle to maintain specific focus without succumbing to avoidable interruptions and unnecessary distractions. At times, I get pretty frustrated with myself. But one of the things I’ve loved about Nir’s book is it’s helped me to see that there’s a hidden psychology that is driving all of us to distraction. It’s not that I’m bad, it’s that we’re hardwired to succumb to these type of challenges.

Dan Gingiss: So does he suggest that we just get rid of all of our social media, technology, phones, and every distraction in life?

Joey Coleman: No. He doesn’t. And what’s interesting is most people who ,when they hear about Nir’s book or they hear the title, they’re going to go, “Oh great. Then I have to just go cold turkey and get rid of everything and abstain.” And in fact he actually describes that solving the problem is not as simple as deleting apps and destroying cell phones. In fact, he says that’s a mistake because abstinence doesn’t actually work.

Joey Coleman: Instead he provides a four step process for making the most of technology without letting the technology take over your life.

Dan Gingiss: Well, that sounds more appealing than trashing my cell phone.

Joey Coleman: It does. I think it sounds more appealing and it also sounds more realistic. Nir does a great job of giving advice on how to raise indistractable children, for example, in an increasingly distracting world. Something that frankly hit home for me because of the way watch my son’s clamor for screen time, even though we limit screen time in our house pretty significantly. But what I did notice is going through this and reading this book is that while I will say to my sons, without hesitation or guilt, “We are not using the iPads today.” If someone said to me, “You are not using your phone today,” I think I’d react even more strongly than they do. I mean, they’re not happy when I say no iPad time. If somebody said to me, no iPhone time, I wouldn’t be happy at all.

Dan Gingiss: Well, as I like to say to my kids, the iPhone is a privilege, not a right.

Joey Coleman: Fair enough. Fair enough.

Dan Gingiss: And the thing is is that for you and I, Joey, we use our phones all day for business and it becomes a required part of doing our jobs. And yet we also use our phones for things like checking our social media platforms and playing games and other things that are obviously the privileges of life. And I think that the trick is making sure that that balance is in place.

Joey Coleman: I agree. I think all too often, and I am guilty of this too, so listeners, if this applies to you, please know I’m not judging. I claim that my phone is for business, but when I get into bed after a long day of work and it’s midnight and my wife’s already asleep and I go on Facebook and next thing I know it’s 2:30 AM. I’ve been scrolling and watching videos and entertaining myself. That’s not work. I’ve sacrificed sleep because of the addiction.

Dan Gingiss: And I definitely suggest that that’s a habit you may want to consider changing.

Joey Coleman: Oh, 100%.

Dan Gingiss: And similarly with the kids, sometimes they’re using it for educational purposes and many times it’s sitting mindlessly watching video after video after video. Kind of like we were talking previously. It’s really easy once you get onto YouTube, it’s kind of like Nailed It, is that as soon as you’re done with one video, another one pops up.

Joey Coleman: Absolutely. And as I mentioned earlier, the book has already produced actions and results in my life. Now we’ve talked a little bit here about social media in our phone. The book actually lays out simple and effective ways to improve your relationships across the board with family and friends and work. And one of the things I looked at specifically was my relationship with email. Prior to reading Nir’s book, I was constantly checking and rechecking email. I know it’s something that I know I shouldn’t do, but after reading Indistractible, I had a better understanding of why I do it.

Joey Coleman: So to fix this problem, I started scheduling long stretches of time where I would shut off my email on my laptop and put my phone into airplane mode. This lets email pile up instead of constantly bombarding me throughout the day. I also got aggressive on deleting apps from my phone, especially those that I noticed were distracting me the most. I can still access these sites on my laptop, but since laptop is tucked into my bag when I travel versus being in my hand or my pocket, like my phone, I find that I spend less time mindlessly consuming content. If I want to consume content, it takes a specific action, which by its very nature means it’s a more intentional activity.

Dan Gingiss: Well, as I said earlier, I feel you because all of this is very familiar to me and I have the same issues. And I think for me, it also involves going to a place where I’m not as likely to connect with email or go onto social media. It’s why I go outside. Sometimes the internet isn’t as good outside. And what I find is when I’m say, writing a post for Forbes, if I go put myself out of wifi range and sit down, I can write a post in 45 minutes to an hour. Whereas if I do it in my family room or living room where the wifi is great, I’ll get distracted so many times it’ll take me two hours to write the same post. So that’s one of the hints that I’ve at least used that I think has helped.

Joey Coleman: I love it and I think this is an evolving consideration and conversation for all of us. What I like the most about this book was not the tips, although there were certainly many, or the stories which were fantastic, or even the psychology which knowing Nir, it was incredibly well-researched and cited. What I enjoyed the most is that it shifted my thinking. I’m now more aware when a distraction tries to draw me in and I immediately take action to refocus or I figure out a way to minimize the likelihood of that distraction coming back in the future.

Dan Gingiss: Hey look, Joey, over here.

Joey Coleman: Squirrel?

Dan Gingiss: Hey. Hey.

Joey Coleman: Squirrel? So at the risk of distracting you from listening to this podcast, don’t worry, we’re nearing the end of the episode anyway, I recommend you go pick up a copy of Nir Eyal’s book Indistractible, How To Control Your Attention And Choose Your Life. Not only do I think you’ll enjoy it, but I think it could end up being the catalyst that allows you to take control of your life again and reestablish some healthy boundaries for the roles that technology plays in your life.

Joey Coleman: Wow. Thanks for joining us for another episode of Experience This.

Dan Gingiss: We know there are tons of podcasts to listen to, magazines and books to read, reality TV to watch. We don’t take for granted that you’ve decided to spend some quality time listening to the two of us.

Joey Coleman: We hope you enjoyed our discussions and if you do, we’d love to hear about it. Come on over to experiencethisshow.com and let us know what segments you enjoyed, what new segments you’d like to hear. This show is all about experience and we want you to be part of the Experience This show.

Dan Gingiss: Thanks again for your time and we’ll see you next week for more …

Joey Coleman: Experience.

Dan Gingiss: This.

Episode 65 – LIVE at EmpowerCX 2019

Join us as we discuss: the best parts of an international customer experience conference, the most remarkable experiences of the last year as shared by the listeners in our LIVE audience, and the true state of customer experience in 2019.

Highlights, Highfliers, and High Points. Oh my!

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Episode 64 – The Importance of Understanding Your Target Market

Join us as we discuss: a coffee shop without any people in it, a bank advertisement without understandable words in it, and what we love and can’t stand about that one device with so many cool things in it.

Robots, Acronyms, and iPhones. 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 42: Delivering Remarkable Experiences to Specific Types of Customers at Specific Times

Join us as we discuss a coffee shop that caters to the deaf community, constructing a media stand without going crazy and, an entire state dedicated to customer experience.

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Episode 39: Four Steps for Dealing With Customer Reviews Like a Pro

The best way to get and respond to customer reviews, unexpected CX when your car breaks down on a road trip, and the good and bad aspects of moving.

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Episode 33: A Simple Way to Test Your Customer Experience

The question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail experience.

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