Experience This!
Joey Coleman and Dan Gingiss
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Top 10 Experience This! Episodes
Goodpods has curated a list of the 10 best Experience This! episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to Experience This! for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite Experience This! episode by adding your comments to the episode page.
EP182: Avoiding, Bettering, and Ending!
Experience This!
12/20/22 • 43 min
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"
EP181: Playing, Placing, and Personalizing!
Experience This!
12/13/22 • 38 min
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"
EP180: Laughing, Enrolling, and Predicting!
Experience This!
12/06/22 • 33 min
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"
EP165: Fallon, Fans, and Fostering!
Experience This!
05/17/22 • 41 min
Learn about using parodies to catch attention and stop social media scrolling, putting your customers first in every aspect of your business, and building raving fans with a generous grace period.
Bite-Sized Delight From the Episode:
• B2B Doesn't Give You Permission to be Boring2Boring - follow the example of Emily DeBrito Brady (TikTok: @emdibritobrady) and use humor and playfulness in your messaging to grab the attention of business buyers.
• Put Your Fans First - Savannah Bananas owner Jesse Cole offers a playbook for creating remarkable customer experiences in his brand new book, Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience!
• Make it Delightful to Do Business with You - Rad Power Bikes makes it easy to purchase and easy to be a fan with their customer-centric policies and practices.
Are You Looking for Things We Referenced?
• Fallon-esque Thank You Notes - by Emily DeBrito Brady on LinkedIn
• Follow Emily DeBrito Brady on TikTok: @emdibritobrady
• Sweet Fish - podcast production agency for B2B brands
• Fans First: Change The Game, Break the Rules, and Create an Unforgettable Experience - by Jesse Cole
• Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
EP155: Paying, Personifying, and Participating!
Experience This!
03/08/22 • 35 min
Bite-Sized Delight From the Episode:
• When Striving for Easy, Make the Process Easy - Allowing customers to make automatic, recurring payments reduces friction and increases convenience - but ONLY if you make the sign up and implementation process smooth and easy!
• What's in a Name? Personal Connection - Bose offers customers the option of personifying their noise cancelling headphones by giving them a name and in the process, creating a stronger bond between the user and their technological device.
• Reward Your Customers for Your Labor Shortages - Domino's new "tip" for customers picking up their pizza offers a playful way to acknowledge the practical realities of delivery driver labor shortages.
Are You Looking for Things We Referenced?
• Bose Noise Canceling Headphones
• Conversation Corner with Help Scout
• Domino's Response to the Labor Crunch: Pick Up Your Own Damn Pizza - by Rebecca Deczynski in Inc.com
• Press Release: Domino's Carryout Tips: Because You Earned It
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
EP152: Wishes, Orders, and Courtesies!
Experience This!
02/15/22 • 36 min
Learn about a simple way to recognize your customers, a doctor engaging his patients to improve the office experience, and breaking down President Biden’s executive order on customer service.
Bite-Sized Delight From the Episode:
• Don't Miss the Chance to Wish Someone Happy Birthday - Every customer has a birthday - but few businesses make the time to acknowledge their customer's special day and create a little moment of delight in the process.
• When In Doubt, Ask Your Customers - Dr. Ryan Stewart asked how to improve the design of his gynecology office and got fantastic suggestions from thousands of people - just because he asked.
• Even the Federal Government Cares about Customer Experience - A new Executive Order from President Biden details specific actions the Federal Government is taking to enhance the experience of every citizen.
Are You Looking for Things We Referenced?
• Dr. Stewart Wants Your Suggestions for His Office
• An Executive Order on Transforming Federal Government Customer Experiences
• Rate and Review The Experience This! Show
• Experience This Show! - past episodes
Learn more about the Experience This Show and the hosts:
Joey Coleman https://joeycoleman.com/
Dan Gingiss https://dangingiss.com/
EP150: Alignment, Entertainment, and Accomplishment!
Experience This!
12/21/21 • 34 min
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:
EP149: Masterplans, Motorcycles, and Monotasking!
Experience This!
12/14/21 • 35 min
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:
EP148: Competency, Abilities, and Obsession!
Experience This!
12/07/21 • 25 min
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)
• 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:
EP184: Computers, Computers, and More Computers!
Experience This!
02/21/23 • 51 min
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
• Zappos
• Amazon
• Apple
• 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"
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FAQ
How many episodes does Experience This! have?
Experience This! currently has 185 episodes available.
What topics does Experience This! cover?
The podcast is about Marketing, Management, Podcasts and Business.
What is the most popular episode on Experience This!?
The episode title 'EP184: Computers, Computers, and More Computers!' is the most popular.
What is the average episode length on Experience This!?
The average episode length on Experience This! is 35 minutes.
How often are episodes of Experience This! released?
Episodes of Experience This! are typically released every 7 days.
When was the first episode of Experience This!?
The first episode of Experience This! was released on Sep 19, 2017.
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