185 episodes

Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have more fun in the process. A fun collection of quick-hit segments filled with deep learning and takeaways, you don’t want to miss this audio experience! Find show notes and more goodies at http://www.experiencethisshow.com

396264

Experience This‪!‬ Joey Coleman and Dan Gingiss

    • Business
    • 4.8 • 53 Ratings

Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have more fun in the process. A fun collection of quick-hit segments filled with deep learning and takeaways, you don’t want to miss this audio experience! Find show notes and more goodies at http://www.experiencethisshow.com

396264

    Reading, Resigning, and Retaining!

    Reading, Resigning, and Retaining!

    Learn about the must-read employee experience book of 2023, the shocking stats behind the biggest challenge facing organizations today, and a method for enhancing your customer experience by focusing on your employee experience.
    Bite-Sized Delight From the Episode:
    • Never Lose an Employee Again - By focusing on the First 100 Days of the employee journey, you can create the foundational experiences that will retain your best people for many years.
    • Losing Employees Is Costly - Research shows that the cost of replacing an employee is somewhere between 3-4 times their annual salary.
    • If You Seek Longterm Retention, Pay Attention to Each Step in the Employee Journey - Use six tools of communication to create remarkable interactions in each of the eight phases of the employee journey.
    Are You Looking for Things We Referenced?
    • Never Lose an Employee Again: The Simple Path to Remarkable Retention - by Joey Coleman
    • Never Lose a Customer Again: Creating Lifelong Loyalty in the First 100 Days - by Joey Coleman
    • Special Giveaway for Experience This! Show Listeners:
    Fan Prize
    1) Purchase one copy of Never Lose an Employee Again on Amazon
    2) Send receipt to: joeyc@joeycoleman.com
    3) Receive "Ten Most Commonly Asked Questions (and Answers) from Leaders Trying to Solve Employee Challenges" 
    Raving Fan Prize
    1) Purchase one copy of Never Lose an Employee Again on Barnes & Noble
    2) Send receipt to: joeyc@joeycoleman.com
    3) Receive the "Fan" prize (see above) and Early Chapter from the Book ("The Eight Phases and Six Tools of a Remarkable Employee Experience")
    Super Fan Prize
    1) Purchase one copy on each platform (Amazon or Barnes & Noble or your favorite Indie Book Store)
    2) Send receipt to: joeyc@joeycoleman.com
    3) Receive the "Fan" and "Raving Fan" prizes, and the "Never Lose an Employee Again Implementation Kit"
    Experience This Listener Rockstar Prize
    1) Promote the new book (Never Lose an Employee Again) on social media 
    2) Tag Joey or Dan
    2) Receive the: "Super Secret Antarctica Case Study"
    • They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer - by Marcus Sheridan
    • Society for Human Resource Management
    • Association for Talent Development
    • Work Insitute
    • Well-Oiled Operations
    • Salesforce
    • Brasa Peruvian Kitchen
    • Rate and Review The Experience This! Show
    Learn more about the Experience This Show and the hosts: 
    Joey Coleman - keynote speaker and author of "Never Lose a Customer Again" and "Never Lose an Employee Again"
    Dan Gingiss - keynote speaker and author of "Winning at Social Customer Care" and "The Experience Maker"

    • 1 hr 19 min
    Computers, Computers, and More Computers!

    Computers, Computers, and More Computers!

    Learn about how ChatGPT and other AI software can create an entire episode of Experience This, the best CX brands according to ChatGPT, and asking ChatGPT all the tough customer experience questions.
    Bite-Sized Delight From the Episode:
    • Empathy in Customer Experience - When asked to create an episode of Experience This, ChatGPT focused on the power of empathy to build relationships with customers.
    • Even AI Knows the Top CX Brands - ChatGPT easily identified the best brands for customer experience to include Zappos, Amazon, Southwest Airlines, Starbucks, Apple, Nordstrom, and Chewy.
    • The "AI Experience" Is Limitless - The ease with which ChatGPT answers questions shows a host of practical applications for customer experience professionals and business leaders.
    Are You Looking for Things We Referenced?
    • ChatGPT
    • Murf Studio
    • Zappos
    • Amazon
    • Southwest Airlines
    • Starbucks
    • Apple
    • Nordstrom
    • Chewy
    • Yoda - from Star Wars
    • Jack Shepard - from Lost
    • Rate and Review The Experience This! Show
    Learn more about the Experience This Show and the hosts: 
    Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
    Dan Gingiss - keynote speaker and author of "The Experience Maker"

    • 51 min
    Super Fans, Super Stars, and Super Answers!

    Super Fans, Super Stars, and Super Answers!

    Learn about the must-read customer experience book of 2023, how rockstars connect with their raving fans, and the things you never knew, but always wanted to ask, about CX professionals.
    Bite-Sized Delight From the Episode:
    • Create Superfans - Brittany Hodak's must-read book "Creating Superfans: How To Turn Your Customers Into Lifelong Advocates" offers a fantastic playbook for succeeding in the Experience Economy.
    • Celebrate Half-Birthdays - stand out from the crowd by celebrating your customers' (and employees') half-birthdays.
    • Go Beyond the Professional Experience - learn more about the life behind the work when we ask questions of three CX professionals
    Are You Looking for Things We Referenced?
    • Creating Superfans: How To Turn Your Customers Into Lifelong Advocates - by Brittany Hodak
    • Lomi - countertop composting
    • Jack Carr - fiction writer of the The Terminal List series
    • Stamps.com - print postage at home!
    • The End of the World is Just the Beginning: Mapping the Collapse of Globalization - by Peter Zeihan
    • Never Lose an Employee Again: The Simple Path to Remarkable Retention - by Joey Coleman
    • If I Understood You, Would I Have This Look on My Face?: My Adventures in the Art and Science of Relating and Communicating - by Alan Alda
    • Rate and Review The Experience This! Show
    Learn more about the Experience This Show and the hosts: 
    Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
    Dan Gingiss - keynote speaker and author of "The Experience Maker"

    • 59 min
    Avoiding, Bettering, and Ending!

    Avoiding, Bettering, and Ending!

    Learn about an airline that decided to stop providing telephone customer service, how to improve on the B2B experience, and a government crackdown on unnecessary fees.
    Bite-Sized Delight From the Episode:
    • Don't Call Us - Frontier Airlines' controversial decision to eliminate their customer service phone number may save money but may cost them customer loyalty (and will surely impact customer experience).
    • B2B Businesses Should Improve Their Customer Experience - In his new book, "Do B2B Better: Drive Growth Through Game-Changing Customer Experience," Jim Tincher shares tips and techniques for improving customer experience in a B2B setting and gaining executive buy-in for CX initiatives. 
    • The Government Plans to Help the Experience - The FTC is launching a new rulemaking process in an attempt to reduce junk fees for event ticketing, hotels, funeral homes, and other industries that force consumers to pay ridiculous fees.
    Are You Looking for Things We Referenced?
    • "Frontier Airlines Gets Rid of Telephone Customer Service" - by Leslie Josephs on CNC.com
    • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 
    • "Do B2B Better: Drive Growth Through Game-Changing Customer Experience" - by Jim Tincher
    • Biden Targets Hidden 'Junk Fees' from Banks, Cable TV, Concert Tickets - By Hannah Lang, Doina Chiacu, and Trevor Hunnicutt on Reuters 
    • Rate and Review The Experience This! Show
    Learn more about the Experience This Show and the hosts: 
    Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
    Dan Gingiss - keynote speaker and author of "The Experience Maker"

    • 43 min
    Playing, Placing, and Personalizing!

    Playing, Placing, and Personalizing!

    Learn about the value of having fun within a business, the way products differ from region to region, and the continued importance of connecting with your customers using meaningful, customized communications. 
    Bite-Sized Delight From the Episode:
    • Explore Ways to Infuse More Fun in Your Workplace - Kristi Herold's new book, "It Pays to Play" offers a roadmap for enhancing employee engagement, retention, and participation using intentional play. 
    • Pay Attention to Whether You're Using the App or It's Using You - The difference between TikTok's Chinese version and American version illustrates the importance of being vigilant when it comes to social media usage and application, especially for more global outreach efforts. 
    • Find the Balance between Customer Data and Personalization - Salesforce's 8th Annual "State of Marketing" Report showcases how the best companies are pushing the envelope on customization of customer communications, while maintaining a healthy respect for customer privacy. 
    Are You Looking for Things We Referenced?
    • "It Pays to Play: How Play Improves Business Culture" - by Kristi Herold at JAM
    • Brian Solis, Global Innovation Evangelist at Salesforce
    • TikTok in China vs. the U.S.A. - as featured on 60 Minutes 
    • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 
    • The 8th Annual “State of Marketing” Report from Salesforce 
    • Rate and Review The Experience This! Show
    Learn more about the Experience This Show and the hosts: 
    Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
    Dan Gingiss - keynote speaker and author of "The Experience Maker"

    • 38 min
    Laughing, Enrolling, and Predicting!

    Laughing, Enrolling, and Predicting!

    Learn about hilarious product instructions, what we love–and can’t stand–about health insurance, and our forecast for 2023 customer experience trends. 
    Bite-Sized Delight From the Episode:
    • Even Labels Offer the Chance for an Experience - Product labels and instructions give you the chance to be witty, clever, and intriguing. Don't miss the opportunity to make every customer communication an experience.
    • Health Insurance: Things We Love and Can't Stand - While everyone needs it and many benefit from it, there are plenty of ways that health insurance can improve on the current customer experience.
    • Trends to Pay Attention to in 2023 - Business continuity, responsiveness to economic trends, personalization, and anticipation will continue to keep customer experience and employee experience issues top of mind in 2023.
    Are You Looking for Things We Referenced?
    • “65 of the Funniest Product Instructions and Tags" - by Greta Jaruševičiūtė at BoredPanda
    • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime 
    • Rate and Review The Experience This! Show
    Learn more about the Experience This Show and the hosts: 
    Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
    Dan Gingiss - keynote speaker and author of "The Experience Maker"

    • 33 min

Customer Reviews

4.8 out of 5
53 Ratings

53 Ratings

sporty dancer ,

Customer experience podcast favorite

I particularly enjoy the customer experience advice delivered from a real world perspective. It’s informative and enjoyable.
, which is difficult to achieve. I always look forward to new episodes!

prophetben ,

You can’t get better CX/EX advice than this!

Years ago, I heard Joey Coleman on another blog talking about his book, Never Lose a Customer Again. I immediately bought and devoured it. I can’t think of another business book that has resonated so strongly with me. I loved it so much I convinced a client to purchase copies for his entire staff! While I was a latecomer to Experience This! I eagerly listened from the beginng and now pounce on the new ones as soon as they are released.

This new season is particularly good. They've been doing a series of ads for a video conferencing vendor, and they are the best part of the show! When's the last time you listened to a great podcast, and your favorite part was the ads? Amazing.

Dan and Joey, thank you so much for this show!!!

yours,
Ben

Chazikstan ,

Great topics for team development!

On my way back to the beginning of Experience This! to gather ideas for team development. We’re opening a new store in a few weeks with plans for staff training and daily kickoff meetings currently in the works. Your podcast gets me thinking and makes me hyper alert to customer experience. Thanks for the inspiration and for making it fun enough to listen to each podcast more than once! ❤️🐶

Top Podcasts In Business

Money Rehab with Nicole Lapin
Money News Network
REAL AF with Andy Frisella
Andy Frisella #100to0
Leading Up With Udemy
Udemy
Money Stuff: The Podcast
Bloomberg
The Money Mondays
Dan Fleyshman
Young and Profiting with Hala Taha
Hala Taha | YAP Media Network

You Might Also Like