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Experience This!

Sep 13, 2022

Learn about how one company rolled back a major decision after customer backlash, how immersive experiences have become all the rage, and how you can create experiences anywhere - even when a customer makes a mistake.

Bite-Sized Delight From the Episode:

Listen AND Respond to Your Customers - When loyal customers backlashed at the elimination of a feature enjoyed by a small but vocal portion of users, TurboTax reversed their decision and re-instated the "ItsDeductible" program. 

Think Immersive for Your Experiences - As customers crave more immersive experiences, explore ways to deliver "above and beyond" like the Museum of Ice Cream in Chicago.

Make Mistakes and Errors Playful - A fun, playful, creative 404 error page is a great opportunity to bring surprise and delight to a customer that makes a mistake on your website.

Are You Looking for Things We Referenced?

• “Inside Perspective: From Harry Potter to Ice Cream, Immersive Experiences are Coming to Chicago: ‘Interactivity has been the trend’” - by Samantha Nelson in the Chicago Tribune

The Experience Maker - by Dan Gingiss

• Dan's LinkedIn Discussion about 404 Error Pages

• Experience This - Episode 26 - "Healthy, Error-Free, and Pregnancy!"

Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

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"