150 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
    • 4.9 • 49 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

    Alignment, Entertainment, and Accomplishment!

    Alignment, Entertainment, and Accomplishment!

    Learn about how we’re doing CX all wrong, how to make time fly while waiting on hold, and how Experience This! is celebrating another milestone.
    Bite-Sized Delight From the Episode:
    • Make Sure Your Team in Enabled to Make Experiences - Nicholas Zeisler’s book “We’re Doing CX Wrong… And How To Get It Right” recommends process engineering (things like design thinking, Six Sigma, Lean, Kaizen, etc.) to enhance your customer experiences.
    • Just Because It’s Required, Doesn’t Mean It Can’t Be Remarkable - Goettl Air Conditioning & Plumbing’s hold message turns an annoying delay into a playful, informative, engaging experience.
    • Keep Making the Experience Better - After 150 episodes, we remain committed to bringing you new ideas to improve and enhance your customers’ and employees’ experiences.
    Are You Looking for Things We Referenced?
    • We’re Doing CX Wrong… and How To Get It Right - by Nicholas Zeisler, CCXP
    • Goettl Air Conditioning and Plumbing
    • Rate and Review The Experience This! Show
    • Experience This Show! - past episodes
    Learn more about the Experience This Show and the hosts:
    Joey Coleman


    Dan Gingiss

    • 34 min
    Masterplans, Motorcycles, and Monotasking!

    Masterplans, Motorcycles, and Monotasking!

    Learn about using customer’s personal data to develop new product offerings, taking small actions to have big results, and a way to get everything you need to do accomplished faster and with less stress.
    Bite-Sized Delight From the Episode:
    • Be Careful How You Use Customers’ Data - 23&me walks a fine line with their customer relationships when they use customer DNA data to create new drugs.
    • Small Enhancements in Customer Data Have a Big Impact - A&S Motorcycles uses small touches (like office tours and responding to every online review) to deepen relationships with both customers and prospects.
    • To Do Everything Better,Focus on Doing One Thing at a Time - Thatcher Wine’s book “The Twelve Monotasks: Do One Thing at a Time to Do Everything Better” encourages readers to narrow and limit activities and focus in order to counter the loss of productivity and impact that comes from multitasking.
    Are You Looking for Things We Referenced?
    • All Those 23andMe Spit Tests Were Part of a Bigger Plan - by Kristen V Brown in Bloomberg Businessweek
    • A&S Motorcycles - home to Randy Felice
    • Rate and Review The Experience This! Show
    • The Twelve Monotasks: Do One Thing at a Time to Do Everything Better - by Thatcher Wine
    Learn more about the Experience This Show and the hosts:
    Joey Coleman


    Dan Gingiss

    • 35 min
    Competency, Abilities, and Obsession!

    Competency, Abilities, and Obsession!

    Learn about what the U.S. government is doing to improve customer experience, a Canadian sports equipment retailer redefining an international symbol, and how to turn your customers and employees into lifelong fans.
    Bite-Sized Delight From the Episode:
    • Even the Government is Paying Attention to Customer Experience - The U.S. Federal Government is improving customer experience with legislation and executive actions focused on diversity and accessibility.
    • Don’t Miss the Chance to Re-invent Icons - Ability Signs is on a mission to highlight abilities instead disabilities with an update to the infamous blue and white handicap wheelchair icon.
    • 12 Actions for Improved Experience - Jon Picoult’s book “From Impressed to Obsessed" offers science-based experience design suggestions for turning customers and employees into lifelong fans.
    Are You Looking for Things We Referenced?
    • Emerging Trends in Customer Experience - Nextgov highlights the latest in digital service delivery in the federal government (e-book)
    • Ability Signs
    • From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans - by Jon Picoult


    Learn more about the Experience This Show and the hosts:
    Joey Coleman


    Dan Gingiss

    • 25 min
    Staying, Smoking, and Shipping!

    Staying, Smoking, and Shipping!

    Learn about the importance of acknowledging customer loyalty, an extreme example of living the brand experience, and evolving the ways you interact with customers for the greater good of the planet.
    Bite-Sized Delight From the Episode:
    • Be Loyal to Those Who Show You Loyalty - Be generous with the points/benefits of your loyalty program and make it easy for customers to receive the perks they’ve earned.
    • Let Customers Live Your Brand - Your most dedicated customers want to show their affinity and receive unique perks for continued and ongoing support/patronage.
    • Sustain Support with Sustainable Offerings - As the marketplace becomes more environmentally conscious, your offerings and operations need to consider the environmental impact more.
    Are You Looking for Things We Referenced?
    • "Sale of Marlboro Ranch Snuffs Out Smokers’ Vacation Dreams" - by Jennifer Maloney and Omar Abdel-Baqui
    • Improving Our Packaging - Amazon’s Shipping Sustainability Initiatives
    Learn more about the Experience This Show and the hosts:


    Joey Coleman


    Dan Gingiss

    • 37 min
    Picking, Integrating, and Calculating!

    Picking, Integrating, and Calculating!

    Learn about finding your low-hanging fruit, building experiences right into your product or service, and how we measure thee - let us count the ways!
    Bite-Sized Delight From the Episode:
    • Improving CX Can Be Fast - Don’t miss the chance to dramatically improve your customers’ experiences by focusing on small. simple, effective enhancements.
    • Build in an Experience - Don’t overlook directions, packaging, and product/service design as a place to infuse surprise and delight moments.
    • Make Sure You Measure with the Right Metrics - Be sure you measure what matters by collecting data about your customer interactions that is relevant and actionable.
    Are You Looking for Things We Referenced?
    • 15 Low-Hanging Fruit Actions To Help Revamp Your Customer Experience - by The Forbes Business Council on Forbes.com
    • Customer Experience Metrics - the Top 5 Ranked - by Dan Gingiss
    Learn more about the Experience This Show and the hosts:
    Joey Coleman
    Dan Gingiss

    • 43 min
    Timbre, Taste, and Ticket!

    Timbre, Taste, and Ticket!

    Learn about the sound of a great experience, tasty treats in unexpected venues, and the vestiges of customer interaction that just aren’t functioning anymore.
    Bite-Sized Delight From the Episode:
    • Does Your Brand Sound Remarkable? - Use your customers’ aural cavities to seduce them into a subconscious sensory relationship.
    • Is Your Brand Unexpectedly Easy? - Breeze’s healthy, quick, delicious meals stand out in the airport environment.
    • Does Your Brand Have Leftover Elements? - If customer requirements change, make sure to update customer-facing signage.
    Are You Looking for Things We Referenced?
    • The Sound of Luxury - by Lucy Alexander in The Robb Report
    • Fly with Breeze
    • Dan Gingiss 404 Error Page
    Learn more about the Experience This Show and the hosts:
    Joey Coleman


    Dan Gingiss


     

    • 30 min

Customer Reviews

4.9 out of 5
49 Ratings

49 Ratings

Podjunkie99 ,

Best source of CX ideas anywhere

Dan and Joey not only give great ideas but inspire me to get into action.They have helped transform my motorcycle dealership. Thank you for all you do!

Eehirst ,

Best CS podcast for me and the kids

I wanted to say thank you so much for this awesome podcast. It’s now part of my regular routine to listen to it on my drive to work every Wednesday morning. It’s also the only podcast I listen to that the kids don’t complain about. They even dance to the little jingle at the beginning. Thanks for the information and recommendations from this podcast I was able to land my dream job of Director of customer success for my favorite company in the whole world. I can’t thank you enough.

Mr. Ossum ,

Best Kept Secret

Dan and Joey are CX and marketing wizards. The knowledge they share is incredible. I've gotten more out of one episode of their podcast than I have out of ten other podcast episodes combined. I can't wait to go back and listen to episdoes I've missed...it's going to be better than that time I bingewatched every episode of Friends!

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