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Experience This!

May 29, 2018

Why direct messaging is crucial to the customer experience of tomorrow, when a "free" cruise isn't really free, and how a CEO reports to his employees.

Bite-Sized Delight From the Episode:

  • Why messaging and automation are the future of customer service.
  • The problem with offers that aren’t everything they promise...


May 22, 2018

We follow Joey around for a great day of customer experience, including a visit to Bed Bath & Beyond that gave him new hope for the retail experience, a doctor's visit that was actually fun, and a wonderful dinner with great presentation.

Bite-Sized Delight From the Episode:

  • How Bed Bath and Beyond provided a great...


May 15, 2018

How one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and what blockchain means for the future of CX.

Bite-Sized Delight From the Episode:

  • Why attention to the little things are what create surprise and delight for your...


May 8, 2018

The question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail experience.

Bite-Sized Delight From the Episode:

  • The one question you need to ask to test your customer experience.
  • The wall of shame for the retail experience.
  • The best...


May 1, 2018

What the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to making great introductions.

Bite-Sized Delights From the Episode:

  • How adding friction early in the customer experience can get customers to invest in the relationship.