Experience This!

EP185: Reading, Resigning, and Retaining!

28 Feb 2023

Contributed by Lukas

Learn about the must-read employee experience book of 2023, the shocking stats behind the biggest challenge facing organizations today, and a method f...

EP184: Computers, Computers, and More Computers!

21 Feb 2023

Contributed by Lukas

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 Cha...

EP183: Super Fans, Super Stars, and Super Answers!

14 Feb 2023

Contributed by Lukas

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 wa...

EP182: Avoiding, Bettering, and Ending!

20 Dec 2022

Contributed by Lukas

Learn about an airline that decided to stop providing telephone customer service, how to improve on the B2B experience, and a government crackdown on ...

EP181: Playing, Placing, and Personalizing!

13 Dec 2022

Contributed by Lukas

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 ...

EP180: Laughing, Enrolling, and Predicting!

06 Dec 2022

Contributed by Lukas

Learn about hilarious product instructions, what we love–and can't stand–about health insurance, and our forecast for 2023 customer experience tre...

EP179: Condiments, Content, and Connections!

29 Nov 2022

Contributed by Lukas

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....

EP178: Birdie, Squishy, and Sippy!

22 Nov 2022

Contributed by Lukas

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 expe...

EP177: Pâté, Partage, and Punch!

15 Nov 2022

Contributed by Lukas

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-Si...

EP176: Expressing, Hearing, and Singing!

08 Nov 2022

Contributed by Lukas

Learn about the evolving meaning of emojis in conversation, the sound of focusing on your core customers, and some innovative examples of immersive li...

EP175: In the Flow, On the Go, and In the Know!

01 Nov 2022

Contributed by Lukas

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 Del...

EP174: Safety, Savings, and Satisfaction!

25 Oct 2022

Contributed by Lukas

Learn about the psychology behind buyer decisions, what banking customers are looking for from their bank, and a car-buying experience with long-lasti...

EP173: Stockouts, Silences, and Storytelling!

18 Oct 2022

Contributed by Lukas

Learn about the importance of keeping your customers in the loop, the sound of customer silence, and the power of creative storytelling!  Bite-Sized ...

EP172: Storms, Responses, and Forks!

11 Oct 2022

Contributed by Lukas

Learn how proactive customer service can increase loyalty, why timing is everything, and how to have fun with paying bills!  Bite-Sized Delight From ...

EP171: Valyrian, Mandalorian, and Amazonian!

04 Oct 2022

Contributed by Lukas

Learn about a playful way to serve niche audiences, incorporating pop culture into your customer messaging, and a way to get your customers engaging w...

EP170: Lovers, Singers, and Winners!

27 Sep 2022

Contributed by Lukas

Learn about the brands consumers LOVE the most, a test that you definitely want to pass, and the retailers that are winning with in-store experiences....

EP169: Adjustments, Addresses, and Appointments!

20 Sep 2022

Contributed by Lukas

Learn about a pre-purchase experience that created a big purchase, a common occurrence with an uncommon resolution, and a regular service without regu...

EP168: 1040s, 9 and 3-4, and 404s!

13 Sep 2022

Contributed by Lukas

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 ...

EP167: Lucy, Harry, and Spidey!

06 Sep 2022

Contributed by Lukas

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 experien...

EP166: Retailers, Subscriptions, and Mutual Funds!

24 May 2022

Contributed by Lukas

Learn about e-commerce companies that are moving to brick-and-mortar, helping your customers save money, and a beloved brand that has people talking -...

EP165: Fallon, Fans, and Fostering!

17 May 2022

Contributed by Lukas

Learn about using parodies to catch attention and stop social media scrolling, putting your customers first in every aspect of your business, and buil...

EP164: Clothing, Catchers, and Communication!

10 May 2022

Contributed by Lukas

Learn about getting back to basics when everything else isn't working, how changing the rules can inspire creativity and innovation, and the state of ...

EP163: Beginnings, Middles, and Endings!

03 May 2022

Contributed by Lukas

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 po...

EP162: Crimes, Deliveries, and Charles Dickens?!

26 Apr 2022

Contributed by Lukas

Learn about when good customers do bad things, the "last mile" in retail, and the "great expectations" of your customers. Bite-Sized Delight From the ...

EP161: Van Gogh, Oh No, and Duo!

19 Apr 2022

Contributed by Lukas

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 con...

EP160: Data, Protein, and Google!

12 Apr 2022

Contributed by Lukas

Learn about choosing between privacy and personalization, a meal prep delivery with only part of the meal, and how consumer preferences for online rev...

EP159: Bananas, Burgers, and Bu-Byes!

05 Apr 2022

Contributed by Lukas

Learn about how drains can draw customer attention, a whopper of a delivery tale, and a 1 star ending to a 4 star offering. Bite-Sized Delight From th...

EP158: Dining, Designing, and Priming!

29 Mar 2022

Contributed by Lukas

Learn about how one restaurant is taking accessibility to new heights, putting the "customer" in "customer experience," and what loyalty looks like wh...

EP157: Revisiting, Revising, and Refining!

22 Mar 2022

Contributed by Lukas

Learn about the improving experience of virtual reality, the evolving schedule of sharing content, and a simple way to add time to your day. Bite-Size...

EP156: Witty, Wowing, and Wonky!

15 Mar 2022

Contributed by Lukas

Learn about how to make marketing fun, the current state of customer experience, and avoiding the buzzwords that people love to hate. Bite-Sized Delig...

EP155: Paying, Personifying, and Participating!

08 Mar 2022

Contributed by Lukas

Learn about auto-payments gone awry, naming the devices you love, and getting paid to be the delivery driver for your next takeout order. Bite-Sized D...

EP154: Puppies, Sunglasses, and Movies!

01 Mar 2022

Contributed by Lukas

Learn about a barista who showed genuine empathy for a customer in pain, a set of care and maintenance instructions that was seriously fun to read, an...

EP153: Flexibility, Mobility, and Accessibility!

22 Feb 2022

Contributed by Lukas

Learn about how to keep your customers happy when you don't meet their expectations, the expanding QR code experience, and enhancing your offerings to...

EP152: Wishes, Orders, and Courtesies!

15 Feb 2022

Contributed by Lukas

Learn about a simple way to recognize your customers, a doctor engaging his patients to improve the office experience, and breaking down President Bid...

EP151: Soliciting, Scoring, and Scaring!

08 Feb 2022

Contributed by Lukas

Learn about how NOT to get someone's attention in a first email, an in-depth review of Net Promoter Score, and when your phone is listening to the peo...

EP150: Alignment, Entertainment, and Accomplishment!

21 Dec 2021

Contributed by Lukas

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-...

EP149: Masterplans, Motorcycles, and Monotasking!

14 Dec 2021

Contributed by Lukas

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...

EP148: Competency, Abilities, and Obsession!

07 Dec 2021

Contributed by Lukas

Learn about what the U.S. government is doing to improve customer experience, a Canadian sports equipment retailer redefining an international symbol,...

EP147: Staying, Smoking, and Shipping!

30 Nov 2021

Contributed by Lukas

Learn about the importance of acknowledging customer loyalty, an extreme example of living the brand experience, and evolving the ways you interact wi...

EP146: Picking, Integrating, and Calculating!

23 Nov 2021

Contributed by Lukas

Learn about finding your low-hanging fruit, building experiences right into your product or service, and how we measure thee - let us count the ways! ...

EP145: Timbre, Taste, and Ticket!

16 Nov 2021

Contributed by Lukas

Learn about the sound of a great experience, tasty treats in unexpected venues, and the vestiges of customer interaction that just aren't functioning ...

EP144: Working, Debating, and Skipping!

09 Nov 2021

Contributed by Lukas

Learn about the best employee experiences in the country, where customer experience should live in a company, and why one airline is really mad at a t...

EP143: Lines, and Tigers, and Bears!

02 Nov 2021

Contributed by Lukas

Learn about a creative way to make your customers feel better about waiting, an airport experience that doesn't involve a plane, and a great prize for...

EP142: Behaving, Marketing, and Innovating!

26 Oct 2021

Contributed by Lukas

Learn how restaurants and hotels are dealing with bad customer behavior, why marketers are finally paying attention to customer experience, and why in...

EP141: Selfies, Cynicism, and Stopwatches!

19 Oct 2021

Contributed by Lukas

Learn about getting your customers to share their memorable moments, charging for brief emotions, and timing your audience as they read your legal dis...

EP140: De-Escalation, Refrigeration, and Communication!

12 Oct 2021

Contributed by Lukas

Learn about dealing with unruly customers, exploring real-time data from your appliances, and the fight against digital pollution! Bite-Sized Delight ...

EP139: Creativity, Longevity, and Specificity!

05 Oct 2021

Contributed by Lukas

Learn how to make up for missing pieces in your customer experience, why it's crucial to think long term in a short term environment, and how you can ...

EP138: Retailing, Behaving, and Feng Shui-ing!

28 Sep 2021

Contributed by Lukas

Learn about the rising expectations of retail customers, getting into your customers' brains, and how a traditional Chinese practice may make working ...

EP137: Terminators, Differentiators, and Accelerators!

21 Sep 2021

Contributed by Lukas

Learn about how to get your customers to "come back" again and again, how D.A.D. can help you stand out in a crowd, and how to grow your business by g...

EP136: Simple, Practical, and Inexpensive!

14 Sep 2021

Contributed by Lukas

Learn about the hottest new CX book of 2021 in a special episode featuring an exclusive, all-access, backstage pass, behind-the-scenes interview with ...

EP135: Flying, Frying, and Finding!

07 Sep 2021

Contributed by Lukas

Learn about reconnecting with familiar brands in the COVID-era, when temperature impacts the client experience, and a lawyer's office that is fun to v...

EP134: Earthing, Pathing, and Responding!

25 May 2021

Contributed by Lukas

Learn about one of the greatest CEOs of this generation sharing his final thoughts, the common path to uncommon success, and a listener takes on custo...

EP133: Consistency, Connections, and Crescendos!

18 May 2021

Contributed by Lukas

Learn about creating a workplace that employees and customers love, making your big ideas irresistible, and the power of a protagonist playlist. Bite-...

EP132: Seeing, Guaranteeing, and Personalizing!

11 May 2021

Contributed by Lukas

Learn about a new app that helps you see even if you can't, why making and keeping your promises is key to a successful experience, and why dumping ge...

EP131: Waste-Composting, Hand-Washing, and Self-Employing!

04 May 2021

Contributed by Lukas

Learn about offering new products to your raving customers, speaking words of encouragement when you aren't in the room, and making the big leap to do...

EP130: Accessing, Innovating, and Signing!

27 Apr 2021

Contributed by Lukas

Learn about making your website available to ALL customers, focusing on the little things to bring out creativity, and a restaurant known for its - In...

EP129: Flying, Speedriding, and Zooming!

20 Apr 2021

Contributed by Lukas

Learn about enticing your customers to come back after COVID, videos that capture your brand spirit, and managing camera fatigue in a video-based busi...

EP128: Findings, Flour, and Fixer-Uppers!

13 Apr 2021

Contributed by Lukas

Learn about the state of customer experience in 2021, the answers to all of your baking questions, and what we love – and can't stand – about hiri...

EP127: Code Breaking, Custom Creating, and Fraud Alerting!

06 Apr 2021

Contributed by Lukas

Learn about a secret message for an interstellar audience, making products that consumers actually want, and warning customers about bad things before...

EP126: Expectations, Simplifications, and Permutations!

30 Mar 2021

Contributed by Lukas

Learn about the importance of being relevant to your customers, how augmented reality is helping to ease purchase decisions, and how to use data to dr...

EP125: Summons, Suits, and Surprises!

23 Mar 2021

Contributed by Lukas

Learn about getting people to come to court, when the custom clothing experience just doesn't measure up, and a remarkable birthday celebration at a c...

EP124: Caring, Legislating, and Preventing!

16 Mar 2021

Contributed by Lukas

Learn about a new way to take your vitamins, how government regulations affect businesses, and creating intentional friction in e-commerce. Bite-Sized...

EP123: Skiing, Reviewing, and Cooking!

09 Mar 2021

Contributed by Lukas

Learn about an advertisement with extra special details, cutting edge research on the power of online reviews, and a creative way to get customers to ...

EP122: Fixing, Digitizing, and Cleaning!

02 Mar 2021

Contributed by Lukas

Learn about using video to help explain things to your customers, avoiding irrelevance through digital innovation, and a maid service that is doing fa...

EP121: Making, Faking, and Salting!

23 Feb 2021

Contributed by Lukas

Learn about products that provide their own soundtrack, rockstars that aren't real, and a story that made me want to try a brand new product. Bite-Siz...

EP120: Painting, Disrupting, and Adapting!

16 Feb 2021

Contributed by Lukas

Learn about a portrait of your pet, zeroing in on customer centricity, and how "mini" -- and even "no" -- have become big. Bite-Sized Delight From the...

EP119: Packaging, Listening, and Interviewing!

09 Feb 2021

Contributed by Lukas

Learn why your branding may spoil the experience, how to use nostalgia in unexpected ways, and what your culture says about your customer experience. ...

EP118: Valuing, Videoing, and Voyeuring!

22 Dec 2020

Contributed by Lukas

Learn about encouraging your customers to do business with your competitors, using visuals to connect at every step in the customer journey, and watch...

EP117: Ambassadors, Game-Changers, and Shoppers!

15 Dec 2020

Contributed by Lukas

Learn about making your mark on your best customers, why the robots may be coming faster than we think, and how holiday shopping habits are changing a...

EP116: Connections, Cues, and Cameras!

08 Dec 2020

Contributed by Lukas

Learn about using handwritten notes to create connection, refreshing the sound of your brand, and trying to figure out what happened next when you onl...

EP115: Camping, Optimizing, and Winning!

01 Dec 2020

Contributed by Lukas

Learn about a camping trip gone awry, why every customer touchpoint matters, and thinking fast when money is on the line. Bite-Sized Delight From the ...

EP114: Imagining, Reading, and Faking!

24 Nov 2020

Contributed by Lukas

Learn about new ways to get inside your customer's imagination, little details that help deliver big outcomes, and the excitement that comes from figu...

EP113: Floating, Humanizing, and Infuriating!

17 Nov 2020

Contributed by Lukas

Learn about reading in darkness, servicing on video, and confusing your customers. Bite-Sized Delight From the Episode: • Not Seeing is Experiencing...

EP112: Fretboard, Face Mask, and Fleetwood!

10 Nov 2020

Contributed by Lukas

Learn about a little touch that drew a lot of attention, the power of seeing someone's face when they speak, and a viral sensation that brought togeth...

EP111: Mysteries, Queries, and Quandaries!

03 Nov 2020

Contributed by Lukas

Learn about the mysteries of mystery shopping, texting for help, and why channel switching is a good way to anger your customers. Bite-Sized Delight F...

EP110: Canceling, Filing, and Updating!

27 Oct 2020

Contributed by Lukas

Learn about concluding a business relationship in a remarkable way, making it easy for your customers to comply with your contracts, and archaic inter...

EP109: Signage, Appointments, and Creators!

20 Oct 2020

Contributed by Lukas

Learn about using technology to know where to go, the move to telemedicine during the pandemic, and a framework for creating more content than you cou...

EP108: Payments, Pokemon, and Planning!

13 Oct 2020

Contributed by Lukas

Learn about the frustrating process of trying to pay your health insurance premiums, the boundaryless world of augmented reality, and planning your da...

EP107: Wines, Horns, and Suitcases!

06 Oct 2020

Contributed by Lukas

Learn about the story behind the story of America's biggest winery, CX heroes who remain behind-the-scenes, and a lifetime warranty that over-delivere...

EP106: Reprints, Recipes, and Re-Releases!

29 Sep 2020

Contributed by Lukas

Learn about admitting mistakes before your customers notice them, building fans by sharing secret recipes, and revisiting the power of customer evange...

EP105: Caffeinating, Protecting, and Hydrating!

22 Sep 2020

Contributed by Lukas

Learn about working from home - from a coffee shop, creative evolution to the classroom experience, and how "not juice" became a hit for a juice compa...

EP104: Canadian Professors, Apple Cards, and Inflatable Pools!

15 Sep 2020

Contributed by Lukas

Learn about talking to customers in uncertain times, a remarkable credit card experience, and the power of Cracker Jack-esque surprises. Bite-Sized De...

EP103: Pivoting, Celebrating, and Dedicating!

08 Sep 2020

Contributed by Lukas

Learn about major shifts in customer expectations, a not-so-average birthday celebration, and turning customers into raving fans. Bite-Sized Delight F...

EP102: Cabos, Cameos, and Canadian!

19 May 2020

Contributed by Lukas

Learn about infusing remarkable into your common interactions, switching the default mode to something legendary, and gaining attention with an intern...

EP101: Curation, Creation, and Contention!

12 May 2020

Contributed by Lukas

Learn about what the past decade can teach us about the next decade, how a bespoke publisher creates raving fans, and how the future of personal infor...

EP100: The Best of the Best from 100 Episodes!

05 May 2020

Contributed by Lukas

Join us as we look back on some of our favorite customer experience stories and celebrate our 100th episode with our "Best of the Best" show. Bite-Siz...

EP099: Training, Explaining, and Draining!

28 Apr 2020

Contributed by Lukas

Learn about a memorable employee onboarding experience, insurance for your pizza, and the cost of poor customer experience. Bite-Sized Delight From th...

EP098: Composting, Selecting, and Hydrating!

21 Apr 2020

Contributed by Lukas

Learn about mobile phone cases you can bury in your garden, special privileges for those that make green choices, and the shifting expectations of thi...

EP097: Servicing, Calling and Relaxing!

14 Apr 2020

Contributed by Lukas

Learn about Amazon's approach to customer service, a nefarious attempt to silence customers, and the unique challenges of replacing a mattress you don...

EP096: City Planning, Flame Fanning, and Palm Scanning!

07 Apr 2020

Contributed by Lukas

Learn about the connected community of the future, the response to the robot invasion, and paying for anything with one hand behind your back. Bite-Si...

EP095: Sleeping, Renting, and Driving!

31 Mar 2020

Contributed by Lukas

Learn about one company's efforts to make large returns painless and simple, five ways to disrupt a common travel experience, and what we love and can...

EP094: SPECIAL EPISODE - The COVID-19 Experience

24 Mar 2020

Contributed by Lukas

Learn about how businesses are successfully navigating the COVID-19 crisis by prioritizing customers, employees, and suppliers. Bite-Sized Delight Fro...

EP093: Cezanne, Sand, and Systems!

17 Mar 2020

Contributed by Lukas

Learn about using modern tools to showcase classical art, a museum where kids can touch the exhibits, and how to create even more time to serve your c...

EP092: Operatories, Restaurants, and Post Offices!

10 Mar 2020

Contributed by Lukas

Learn about an immersive experience devised to inspire creative design, one place where the robots may be meeting their demise, and how to improve the...

EP091: Dreaming, Managing, and Alexa-ing!

03 Mar 2020

Contributed by Lukas

Learn about reinventing the shopping mall, the experience of becoming a new manager, and how the comforts of home can make strange places feel more fa...

EP090: Principles, Videos, and Tissues!

25 Feb 2020

Contributed by Lukas

Learn about ten ways to put customer experience to work in your business, using video to explain yourself, and creative ways to take online communicat...

EP089: Promises, Packing, and Parking!

18 Feb 2020

Contributed by Lukas

Learn about brands that keep and don't keep their promises, putting new functionalities into your luggage, and helpful parking lots. Bite-Sized Deligh...

EP088: Ignoring, Chatting, and Returning!

11 Feb 2020

Contributed by Lukas

Learn about ways to make your customers go away, the exploding popularity of live chat, and how one retailer offers "returns made easy"... just not th...

EP087: Sushi, Secrets, and Stillness!

04 Feb 2020

Contributed by Lukas

Learn about a restaurant that makes meals specifically for you, a magician who wants you in on the trick, and a guide to living in the now, by learnin...

EP086: Dollars, Damsels, and Dumbledore!

31 Dec 2019

Contributed by Lukas

Discover how profit and customer satisfaction can go hand in hand, how a romance novelist dives into her character development, and how LEGO manages t...