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Episode 89: Disrupt the Marketplace by Giving Customers What They Want

Join us as we discuss brands that keep (and don’t keep) their promises, putting the functionalities you want into your luggage, and helpful parking lots. Promises, Packing, and Parking – Oh My! [Listener Stories] Keeping – and Not Keeping – Promises Loyal listener Kyle Moeti called into the show to share three of his recent...

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Episode 88: How to Make Your Customers Go Away

Join us as we discuss how to make your customers go away, the exploding popularity of live chat, and how one retailer offers “returns made easy”… just not the one that advertises it. Ignoring, Chatting, and Returning – Oh My! [What Are You Reading?] What Not to Say The co-founder and Emeritus chairman of Ritz...

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Episode 87: The Extreme Application of Customer Personalization

Join us as we discuss a restaurant that makes meals specifically for you, a magician who wants you in on the trick, and a guide to living in the now, by learning from the past … Sushi, Secrets, and Stillness – Oh My! [CX Press] Taking Customer Personalization to the Extreme How far can the...

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Episode 86: Discover How to Deliver a Truly Great Customer Experience

Join us as we discuss why customer satisfaction and profit might be at odds, a romance novelist who immerses herself in her characters, and how LEGO builds customer loyalty. Dollars, Damsels, and Dumbledore – Oh My! [CX Press] Customer Satisfaction vs. Profit How do you measure a satisfied customer? How do you measure your success?...

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Episode 85: Stop Settling for Less than a Remarkable Experience

Join us as we discuss how raising the bar can come back to hurt you later, why fixing what ain’t broke might be a good idea, and why pricing mistakes can make you look silly. Driving, Enhancing, and Calculating – Oh My! [This Just Happened] Set a Standard of Excellence that can be Maintained as...

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Episode 84: Empower Your Customers to Have the Best Experience Possible

Join us as we discuss a new hot spot in Vegas serving an unusual target market, creative ways to build a relationship with your desired audience, and thoughtless messages to long term customers. Cleansing, Nursing, and Wasting – Oh My! [CX Press] Standing Out in the Crowd by Seeking a Different Type of Customer Las...

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Episode 83: Enhance the Experience by Making Customer Needs a Priority

Join us as we discuss why trying to enhance the experience might actually cause you to lose customers, how customers are affected after a corporate merger or acquisition, and how to make standing in line — FUN! Groceries, Transitions, and Waiting – Oh My! [CX Press] Is the best customer experience always the right customer...

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Episode 82: Make Sure Your Experiences are Accessible to ALL of Your Customers

 Join us as we discuss a restaurant designed to create an inclusive experience, the challenges of becoming an older customer, and how healthcare if failing the customers that need it most. Pizzability, Usability, and Adaptability – Oh My! [ExperienceThis! Live] Serving Up Remarkable Experiences and Great Pizza to An Inclusive Audience Restaurants can be challenging...

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Episode 81: Using Surprise and Delight to Transform the Customer Experience

Join us as we discuss the evolving role of the chief experience officer, a charity’s efforts to overhaul the donor experience, and a Thanksgiving treat for one bank’s customers. Bandwidth, Barriers, and… Banksgiving? – Oh My! [Dissecting The Experience] Discover the Critical Importance of a Chief Experience Officer in Your Company Every company should have...

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Episode 80: Using Unexpected Gifts to Create Lifelong Loyalty

Join us as we discuss how past experiences can trigger current emotions, how creative play can produce qualified employment candidates, and how strategic appreciation can keep your customers coming back for more.  Gift Giving, Code Breaking, and Artifact Creating – Oh My! [This Just Happened] A Personalized Gift can Make a Lasting Impact A few...

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