EP181: Playing, Placing, and Personalizing!

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: [email protected] 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: [email protected] 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: [email protected] 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"

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"

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"

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"

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"

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"

Learn about an environmentally friendly ketchup bottle, a song for the age we're living in, and a pre-written thank you card that will make you smile.  Bite-Sized Delight From the Episode: • Is Your R&D Focused on Enhancing Your CX? - Heinz spent over 185,000 hours and $1.2 million to create a new, fully-recyclable ketchup bottle cap - because it was the right thing to do for the environment and their increasingly environmentally-conscious customers. • Give Your Customers What They Want Before the Go - Ryan Anderson's catchy parody song reinforces the importance of making the customer experience better before your website visitors leave in frustation because they can't easily find what they want. • Little Surprises Create Big Connections - Including a pre-written thank you note along with a child's birthday gift is a great way for the creative team at Wicked Uncle to connect their customers (those who purchase gifts for children) to their customers' customers/end users (the children that receive these gifts). Are You Looking for Things We Referenced? • "Why Heinz Spent 185,000 Hours Redesigning This Ketchup Bottle Cap" - by Adele Peters on FastCompany.com • Ryan Anderson's website experience parody "Before You Go"  • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime  • Wicked Uncle - perfect gifts for brilliant children • 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"

Learn about the rapidly changing digital landscape, an airline that's trying to make sitting in the middle seat fun, and what makes the Starbucks experience so remarkable.  Bite-Sized Delight From the Episode: • In Times of Uncertainty, Listen More - With so many massive changes in the digital environment, approach new platforms and technologies with a great deal of curiosity, but a healthy dose of skepticism. When in doubt, double down on the places your customers already frequent.  • Turn Your Worst Offering Into Something Exciting - Virgin Australia's creative lottery system offers prizes to those customers willing to endure the dreaded middle seat.  • Turn the Ordinary Into Extraordinary - Joseph Michelli's experience design classic "The Starbucks Experience" outlines 5 key principles any company can use to make their customer interactions extraordinary.  Are You Looking for Things We Referenced? • "Airline Launches Lottery to Entice More Passengers to Sit in the Middle Seat" by Maggie Hiufu Wong at CNN Travel • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime  • The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary - by Joseph A. Michelli • 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"

Learn about how to deliver unreasonable hospitality, a meal featuring your name in lights, and a great way to turn a mistake into marketing.  Bite-Sized Delight From the Episode: • Be Unreasonable with Your Hospitality - Will Guidara's page-turner "Unreasonable Hospitality" details his journey turning a two-star brasserie into the world's #1 restaurant by focusing on over-the-top interactions and story-worthy flourishes.  • The Experience Starts Before the Meal - Partage's light-up table in their private dining room creates a remarkable experience for a meal before the food is even on the plate! • Turn Your Mistakes Into Marketing - Punch Pizza's proactive outreach acknowledging a hiccup in their service, what they learned, and a request to "give them another chance" turned a first-time customer into a long-term advocate. Are You Looking for Things We Referenced? • "Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect" by Will Guidara • Partage modern French dining in Las Vegas • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime  • Punch Pizza • 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"

Learn about the evolving meaning of emojis in conversation, the sound of focusing on your core customers, and some innovative examples of immersive live event experiences.  Bite-Sized Delight From the Episode: • Be Careful with Your Emojis - Emojis can have VERY different meanings depending on the age of the person sending and/or receiving the message. • It Sounds Like You Could Focus More - Bose is refocusing on their core offerings after straying from its core audience. Make sure that your offerings and experiences are focused in on what matters most to your customers. • Immersion is Increasingly the Expectation for Live Events - The more immersive and engaging your events are, the more memorable they are for participants. That means they will go back to the office and tell people about it, encouraging others to attend in the future. Are You Looking for Things We Referenced? • "The final word: Is the thumbs-up emoji dead?" - by Ayesha Rascoe on NPR • "How Bose's Marketing Chief is Cutting Through the Noise" - by Sam Forsdick in Raconteur • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime  • Professional Associations for Customer Engagement (PACE) • Sprinklr Unifiers Roadshow • 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"