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 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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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.

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

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

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Episode 22: Why Customer Service and Marketing Must Collaborate

Why customer service and marketing must collaborate, the dos (and don’ts) of conferences, and why a phone call is more important than you think.

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Episode 16: Why the Best Surprise and Delight Moments Are Unscripted

Why exceptional customer service doesn’t happen by accident, how to surprise and delight your customers, and the lessons we can learn from going to the big game.

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Episode 13: The Keys to Creating an Exceptional Customer Experience

We look at everything that goes into providing an exceptional customer experience, from making a positive impact when your customers contact support to the crucial element of face time with customers for each member of your organization.

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Episode 12: What Cocktails and Doorknobs Do for Building Customer Relationships

From small businesses to airlines, if you’re not going above and beyond when building customer relationships, your customers will find someone who is.

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Episode 8: How Comcast Xfinity Is Changing Their Image Through Customer Care

Customer loyalty is most vulnerable when they are being transitioned from sales to management/maintenance. Keep your customers happy here and you’ll earn their business for years to come. So don’t pull a CX bait-and-switch by fumbling the handoff!

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