This Just Happened

We love telling stories and sharing key insights you can implement – or avoid! – based on our experiences. Can you believe that THIS JUST HAPPENED?!

Episode 69 – Why an Emoji Says More Than You Think

Join us as we discuss:  How to identify customer sentiment using more than just words, why asking for feedback shouldn’t annoy customers, and how a new store operates without cashiers.

Emojis, Surveys, and Sodas. Oh my!

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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 63 – Remarkable Experiences Down Under

Join us as we discuss:  using experience to attract new audiences, building natural tourist attractions, and an Italian meal to remember… in Australia?

Prima Donnas, Penguins, and Pasta. Oh my!

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Episode 62 – How to Build Community with Communication

Join us as we discuss:  new tactics to enhance your customer service in social media, how one school district deals with frustrated parents on snow days, and the airline that saved a wedding.

Responding, Rescheduling, and Recovering. Oh my!

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Episode 60 – Using Technology and Vision to Provide the Best Customer Experiences

Join us as we discuss: how one company used a modern vision to disrupt a centuries old industry, how technology makes it easier to listen to the voice of your customers, and how a credit card company optimizes for cardholder choice and convenience. 

Glasses, Voices, and Choices. Oh my!

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Episode 59 – Bringing People Together by Taking a Stand

Join us for a special nonpartisan political episode as we discuss: how extreme political views can affect decision making, why the U.S. federal government shutdown had wide ranging impact, and how brands can help unite a divided nation.

Liberals, Conservatives, and Can’t we all just get along. Oh my! 

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Episode 58 – Include Every Individual in the Customer Experience

Join us as we discuss: cutting edge customer journey mapping, counting the many customer experiences of Tokyo, Japan, and what to do when someone wants to learn more about your company but isn’t quite ready for the sale. 

Individuals, Ichiban, and Interest. Oh my!

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Episode 57: Increase Your Value by Humanizing Your Brand

Join us as we discuss: fruits and vegetables that may not look pretty but still taste yummy, the coming of a marketing rebellion led by (who else?) the consumer, and an NBA basketball star who made a little girl’s dream come true. 

Vegetables, Rebellions, and Sneakers. Oh my!

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Episode 55 – The Power of a Personalized Customer Experience

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

Instructions, Introductions, and Resolutions. Oh my!

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Episode 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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