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Episode 92: Discover How Listening to Customers Can Help Even the Most-Maligned Industries Improve Their CX

Join us as we discuss an immersive experience meant to inspire creative design, one place where the robots may be meeting their demise, and how to improve the most- maligned industry of all. Operatories, Restaurants, and Post Offices – Oh My! [Experience This! Live] How an Immersive Experience Inspires An immersive experience of a dental...

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Episode 91 – Make Spaces Fun and Familiar to Keep Customers Coming Back for More

Join us as we discuss reinventing the shopping mall, the experience of becoming a new manager, and how the comforts of home can make strange places feel more familiar. Dreaming, Managing, and Alexa-ing – Oh My! [CX Press] The “Shopping” Mall is Now the “Experience” Mall at American Dream A new shopping mall in 2020...

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Episode 90 – Using Video to Show What You’re Trying to Say

Join us as we discuss ten things that define your future customer, using video in place of print, and connecting with your customers offline! Principles, Videos, and Tissues – Oh My! [Book Report] The Customer of the Future: 10 Guiding Principles For Winning Tomorrow’s Business Long time friend of the show and CX expert Blake...

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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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