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 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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Episode 50: Always Make It About the Customer

Join us as we discuss: Why so many big brands are disappearing, the best customer service email ever, and freedom of choice at the ATM.   

Bankruptcy, Advocacy, and Currency! Oh my!

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Episode 49: The Value of Analog Experiences in a Digital World

Join us as we discuss: the live experience that tore apart the art world, the employee side of the experiential coin, and the power of birthday cards to drive annual renewals.   

The Banksy, The Employee, and The Birthday! Oh my!

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Episode 48: The Importance of Using Specific Words in External and Internal Communications

Join us as we discuss: How the words you use in your website navigation really do make a difference, how saying the right thing can turn a failure into another try, and why aligning your internal culture with your brand may be the secret to some of the world’s most successful companies.   

Navigating, Motivating, and Integrating. Oh my!

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Episode 47: Paying Attention to Little Details in Order to Have BIG Impact

Join us as we discuss new expectations for high-rise living, placing your order at a fast food restaurant, and staying top of mind in a world filled with distractions!

Building Intention, Ordering Reinvention, and Paying Attention. Oh my!

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