Experience This!

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: joeyc@joeycoleman.com 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: joeyc@joeycoleman.com 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: joeyc@joeycoleman.com 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 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 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 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 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 a less than logical checkout experience, the evolving role of mobile apps in banking, and an UN-VEGAS hotel in Las Vegas. Bite-Sized Delight From the Episode: • Sequencing of Customer Interactions Matters More than You Might Think - Make sure to use logic when creating customer interactions - especially those that happen in person. Customers want interactions to be logical and seamless, similar to the interactions they have come to expect from their online transactions. • Mobile Matters! - Research from the banking industry shows that customers are expecting more and more of their interactions to happen on mobile. You need to double down on your mobile operations to allow customers to interact where they want to and where they find it most convenient. • Little Things Can Have a Big Impact - thoughtful design of required elements of a business (walls, do not disturb signs, and housekeeping envelopes) creates standout moments and memories at the ENGLiSH Hotel in Las Vegas. Are You Looking for Things We Referenced? • Humanizing the Bank Customer Experience 2022 • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime • The ENGLiSH Hotel in Las Vegas • Shelly Gray - Director of Sales & Marketing at The ENGLiSH Hotel in Las Vegas • 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 importance of keeping your customers in the loop, the sound of customer silence, and the power of creative storytelling! Bite-Sized Delight From the Episode: • Keep Your Customers Informed - Research by Instacart shows that keeping customers aware about inventory and managing their expectations about availability leads to increased order frequency and increased lifetime value of the customer. • Try Being Quiet - Explore the experience created by Amsterdam Schipol Airport and stores in Dublin by considering what it would be like to create a "quiet experience" for your customers. • The Better the Story, the Better the Experience - A playful, edgy story (like laundering in a bank in the Ozarks) creates the kind of intrigue and curiosity that makes customers want to stay at the Bank Haus. Are You Looking for Things We Referenced? • "Why You Should Warn Customers When You're Running Low on Stock" - by Benjamin Knight (Senior Data Scientist at Instacart) and Dmitry Mitrofanov (assistant professor of business analytics at the Carroll School of Management at Boston College) in the Harvard Business Review. • Amsterdam Schipol Airport • Experience This - Episode 82 - "Pizzability, Usability, and Adaptability!" • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Touch Stay - Digital Welcome Book • The Bank Hause - Marthasville, Missouri rental with great story conceived by Tyann Marcink Hammond • 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 a playful way to serve niche audiences, incorporating pop culture into your customer messaging, and a way to get your customers engaging with you every single day… for weeks on end! Bite-Sized Delight From the Episode: • Connect the Niches Within Your Customer Base - DuoLingo's language course for High Valyrian (a conlang from Game of Thrones) connects sub-segments of their customer base in a playful, engaging way. • Every Customer Interaction is a Chance to Be Remarkable - Wistia's Terms of Service make Star Wars fans smile by referencing the infamous text scroll popularized in the movies. • Challenge Your Customers to Use Your Products More - The Kindle Challenge gamifies reading, encouraging owners to use their Kindle frequently and consistently in order to win badges. Are You Looking for Things We Referenced? • "An update is coming… to our High Valyrian course!" - from the DuoLingo blog • Experience This - Episode 161 - "Van Gogh, Oh No, and Duo!" • May the 4th Be with You - Wistia Terms of Service • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Amazon Kindle Challenge • 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 a pre-purchase experience that created a big purchase, a common occurrence with an uncommon resolution, and a regular service without regular scheduling. Bite-Sized Delight From the Episode: • Treating People Well is the Best Upsell - When a salesperson listens, empathizes, and answers questions directly (like the team at Mattress Galaxy) it builds the kind of trust and rapport that leads to great sales. • Make It Easy to Keep Doing Business With You - Customers move and when they do, making it easy to update their mailing address is a great way to continue receiving their business. • Service Without Scheduling is Remarkable - Getting an oil change without scheduling an appointment is convenient, efficient, and easy - allowing Shimkat Motors to create a remarkable experience that builds affinity and loyalty. Are You Looking for Things We Referenced? • Mattress Galaxy • Experience This - Episode 69 - "Emojis, Surveys, and Sodas!" • Experience This - Episode 77 - "Cooks, Photographers, and Ditchers!" • Experience This - Episode 88 - "Ignoring, Chatting, and Returning!" • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • Shimkat Motors - No Appointment Required Oil Changes • 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 surprising interactions at a fantastic amusement park, a visit to a magical place - again, and going the extra mile to turn a bad experience into a remarkable one. Bite-Sized Delight From the Episode: • Gamify Your Customer Interactions - LEGOLAND offers a variety of unique, interesting opportunities for customers to explore the park, interact with staff, and experience surprise and delight moments every step of the way. • Grow with Your Customers - Find new ways to deepen and augment the relationship with your veteran customers like Universal Studios Hollywood does by revisiting the customer experience on a regular basis to find ways to improve it! • It's Okay to Make a Mistake with a Customer "If" You Learn From It - Hiring employees that are committed to delivering remarkable customer experiences leads to creative moments like the Disney employee that quickly learned some Portuguese to interact with a guest. Are You Looking for Things We Referenced? • LEGOLAND California • Universal Studios Hollywood • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • "Disney Worker Surprises Guest's 4-year-old Son — Even After She Yelled at Him." - by Emerald Pellot in Yahoo! News "In the Know" • Ryan Kelly - TikTok Story of Portuguese Spiderman • 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 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 • Rad Power Bikes • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss

Learn about a warm welcome that creates new loyalty, key tricks for keeping going when the experience starts to wane, and the importance of a final positive experience before a customer leaves. Bite-Sized Delight From the Episode: • Make Sure Your Employees are Loyal to Your Loyalty Program - Loyalty programs only work if everyone on your team genuinely understands the benefits and can explain them succinctly to your customers. • Get Back to Basics - Alan Stein Jr.'s new book "Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout" offers tips and techniques for performing at a high level over an extended period of time - something every CX professional needs to do. • Make Canceling Easy - Offboarding is just as important as onboarding and is often the final memory a customer has of your brand when they go out into the marketplace and talk about their interactions with you. Make sure they have nice things to say by making it easy to quit doing business with you. Are You Looking for Things We Referenced? • Kwik Rewards • Dick's Sporting Goods • Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burnout - by Alan Stein, Jr. • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • LawDepot • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss

Learn about an immersive art experience that keeps you coming back for more, a 90th birthday party gone awry, and the importance of cross-cultural consciousness. Bite-Sized Delight From the Episode: • Explore Immersive Experiences - Immersive visual and audio components that bring old art to life in new and mesmerizing ways at the Van Gogh Immersive Exhibit offer inspiration for what brands can (and should) do to enhance and augment interactions with customers. • Don't Make Mistakes at Key Customer Milestones - A Listener Story relates how a series of mistakes for a customer hosting a 90th birthday celebration created a negative experience that will last for years to come. • Design Experiences to Cross Borders - By paying attention to language differences, Duo Lingo created a series of brand mascots that can transcend national borders and serve an international clientele. Are You Looking for Things We Referenced? • Immersive Van Gogh Exhibit - Minneapolis, Minnesota (and other locations) • Spotify Playlist for the Immersive Van Gogh Exhibit • Making Meetings Better in the Hybrid Workplace - an ebook by our friends and partners at Mitel • Free Time: Lose the Busywork, Love Your Business - by Jenny Blake • Conversation Corner with Help Scout • Duolingo • "How Zari, Bea, Lily, Lucy, and Lin came to life" by Emily Chiu and Sam Zabell • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss