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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 56 – How to Turn Customers Into Champions of Your Brand

Join us as we discuss: what customers have to say about customer experience, how packaging can be designed for specific situations, and how one pizza brand saved New Year’s Eve.  Surveys, Situations, and Saviors. 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 54 – Creating Iconic Talk Triggers and Making Your Experience More Convenient

Join us as we discuss: how to implement ancient wisdom into your employee and customer training efforts, how to take a painful process and make it enjoyable every step of the way, and how iconic talk triggers conveniently enhance your customer experience. Tribal, Technical, and Bibliographical. 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...

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Episode 52 – Getting Your Customer Experience Mojo On

Join us as we discuss: a coffee shop that helps patrons get their mojo on, how to leverage the knowledge of all of your customers in one place, and why words matter – if you want to sound smart. Caffeinated, Educated, and Articulated! Oh my!

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Episode 51: The Remarkable Aspects of the British Experience

Join us for a special “London Edition” as we discuss: avoiding turbulence at 35,000 feet, how to properly welcome someone at the border, and getting a haircut at the airport?! Flyers, Criers, and Clippers. Oh my!

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