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 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

DanGingiss.com

JoeyColeman.com

Subscribe to Experience This on Apple Podcasts

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

DanGingiss.com

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!

Read More

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!

Read More

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!

Read More

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.

Read More

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.

Read More

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.

Read More

Episode 30: Why Post-Purchase Engagement is the Key to a Successful Brand

How brands are using post-purchase engagement to position themselves in the lives of their customers, how one company turned a typo into viral marketing, and our listeners weigh in on the highs (and lows) of the hotel experience.

Read More

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

This week we look at things from a kids-eye view: how one company is making classroom learning about science into an experience for kids, what some real kids think about science when it’s fun, and what kids love and can’t stand about going to school.

Read More