Episodios
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CX Scores have reached a new low, according to Forrester's latest CX Index Rankings. I am not suprised, and I'll explain why they will go even lower. But your company doesn't have to get caught up in this disappointing trend. In fact, I'll explain why now is the best time to differentiate your company on the basis of great experience, all thanks to your competitors who are giving up on CX.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Friction, for lack of a better term, is good. In this solo episode, I riff on Gordon Gekko's famous "Greed Is Good" speech to explain why there is good friction in customer experiences, what makes it good, and how to distinguish between good and bad friction.
I also wrote about this for CMS Wire: Friction Is Good For CX
The Ikea Effect
Better Crocker Cake Mixes
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Ben Geheb on LinkedIn
VML on LinkedIn
Warren Buffett talking tides and skinny dipping
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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It is not easier than ever to create great customer experiences. The debate continues! Megan Burns shares a compelling reason why it's not easier than ever to create great customer experiences.
My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to overcome the long odds against delivering great experiences.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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In the last episode, Megan Burns and I talk about the Hedonic Treadmill . It is a problem that looms ove customer experience improvement efforts. What do you do? Improve the experience, only to have that improvement raise expectations for customers as they adapt to the new normal?
Well, in this episode, I go describe two ways of improving customer experiences that will not activate the Hedonic Treadmill. You first set clearer expectations for the experience to come, and meet the expectations you have set. Rather than customers expecting you to raise the bar, they expect you to fulfill your promises. That's a great experience.
Second, empower and enable employees to deliver surprise and delight moments at scale. Human-powered moments feel more authentic and of-the-moment, and therefore something that they are less likely to adapt to and expect every time.
My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to do this.
Find me on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Maybe the drop in customer experience scores is simply down to customers expecting more. In this episode of the CX Patterns podcast, Megan Burns rejoins to discuss why we are seeing a drop in customer experience scores, and she is not ready to chalk it up simply to companies doing the wrong things to improve customer experiences.
During the episode, I talk about some of the non-linear ways to design great experiences that can push back against the Hedonic Treadmill effect that Megan highlights.
My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to do this.
Find me on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Memory is a time machine. It brings forward past experiences to the future where those memories guide loyalty behaviors. Today on the CX Patterns Podcast, I riff on the importance of reinforcing positive memories to make the memories
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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In this episode, Ryan Hart and I talk about the promise and the peril of using Generative AI to delivery customer experiences. Does it replace CX teams with and customer-facing employees? Or does it empower personalization, and better delivery of human experiences?
Ryan Hart on LinkedIn
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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In this episode, Ryan Hart and I talk about the imperative we see for companies to cut costs, and the danger of doing so without starting from the customer and working back.
Ryan Hart on LinkedIn
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Tom Quish from Rightpoint is back for another, shorter episode talking about the importance of having a definition of Customer Experience for your company that is both shared by all employees, and inclusive of all employees.
One company, one CX definition.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Tom Quish from Rightpoint joins in this episode to talk CX Strategies. Listen to hear Tom explain why executive alignment is a can't-skip step, how to ensure your research refreshes your strategy over time, and the right way to ensure the cusotmer insights get used.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Not easy, but easier. We're in a moment of pessisim for CX, but I argue that it has never been a better time for someone who wants to create great customer experiences.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Customer experiences remembered as great are not great in every moment. In fact, just the opposite. Most of the experience is completely forgettable at best, and a bit frustrating or boring at worst. That contrast makes peak moments more memorable. Let go of perfection.
In this episode, you'll learn about the Enterprise Pause, and why L.L Bean and Mercedes-Benz scaled back on legendarily generous services that their brands were famous for.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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A surprising fact about the brain that explains why accurate expectations are so much better than low expectations.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Nerd alert on this one, as I'm excited to share a new word I've learned, Allostasis, and what it means for customer experience.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Small world story, and full-circle story. Rick & I met when he was my client at Forrester, and now we were introduced again as people who should be talking. And we have been talking! You'll hear this episode on the Process Renaissance in CX, and then you'll want to find his podcast, CX Passport (links below), and listen to an episode with Rick and I talking about more CX topics.
Rick's Links:
CX Passport YouTube channel youtube.com/@cxpassport
Audio Pod Apple | Spotify or your fave pod site
Sign up for CX Passport newsletter www.cxpassport.com
Accelerate business growth📈 by improving customer experience www.ex4cx.com/services
Rick on LinkedIn
Find Sam on LinkedIn
Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Happy New Year From The CX Patterns Podcast. A bit of self-reflection, why is CX stuck? How do we get unstuck? I make my commitment to stay focused on this challenge in 2024.
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Talking to Emily Tolmer, yes, the Emily Tolmer who created the CX Patterns logo, about how to do remote journey mapping right.
Journey Mapping Tips From Nielsen Norman Group
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Samspon Lee's Blog Post about the Pain Of An Actual Disney Experience vs. The Pleasure Of Its Memory
Monadnock - a lone mountain that stands out from a plain
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Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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