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 Deli

Computers, Computers, and More Computers!

Feb 21st, 2023 51m 53s

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: • Empat

Super Fans, Super Stars, and Super Answers!

Feb 14th, 2023 59m 50s

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 -

Avoiding, Bettering, and Ending!

Dec 20th, 2022 43m 41s

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' co

Playing, Placing, and Personalizing!

Dec 13th, 2022 38m 31s

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 Episo

Laughing, Enrolling, and Predicting!

Dec 6th, 2022 33m 47s

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 - Prod

Condiments, Content, and Connections!

Nov 29th, 2022 35m 34s

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 spe

Birdie, Squishy, and Sippy!

Nov 22nd, 2022 39m 56s

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

Pâté, Partage, and Punch!

Nov 15th, 2022 37m 31s

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-tur

Expressing, Hearing, and Singing!

Nov 8th, 2022 35m 39s

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 - Em

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

Nov 1st, 2022 28m 6s

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

Safety, Savings, and Satisfaction!

Oct 25th, 2022 41m 11s

Learn about the psychology behind buyer decisions, what banking customers are looking for from their bank, and a car-buying experience with long-lasting effects. Bite-Sized Delight From the Episode: • B2B Still Involves Humans - Just because y

EP173: Stockouts, Silences, and Storytelling!

Oct 18th, 2022 29m 18s

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 kee

Storms, Responses, and Forks!

Oct 11th, 2022 28m 40s

Learn how proactive customer service can increase loyalty, why timing is everything, and how to have fun with paying bills! Bite-Sized Delight From the Episode: • Proactively Reach Out to Customers - ComEd's "Storm is Coming" email helps custo

Valyrian, Mandalorian, and Amazonian!

Oct 4th, 2022 30m 26s

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 th

EP170: Lovers, Singers, and Winners!

Sep 27th, 2022 27m 59s

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. Bite-Sized Delight From the Episode: • Loved Brands Grow Faster - The third annual Brand Love

Adjustments, Addresses, and Appointments!

Sep 20th, 2022 30m 5s

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

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

Sep 13th, 2022 33m 45s

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 th

Lucy, Harry, and Spidey!

Sep 6th, 2022 33m 50s

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 Interact

Retailers, Subscriptions, and Mutual Funds!

May 24th, 2022 37m 56s

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 -- but not in a good way. Bite-Sized Delight From the Episode: • Bricks Might Save Clicks - the

Fallon, Fans, and Fostering!

May 17th, 2022 41m 17s

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 Does

Clothing, Catchers, and Communication!

May 10th, 2022 35m 57s

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 local businesses in a post-COVID world. Bite-Sized Delight From the Episode: • Get Back to the

Beginnings, Middles, and Endings!

May 3rd, 2022 43m 43s

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 Y

Crimes, Deliveries, and Charles Dickens?!

Apr 26th, 2022 28m 12s

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 Episode: • It Could Always Be Worse - Customer experience professionals often worry about thei

Van Gogh, Oh No, and Duo!

Apr 19th, 2022 34m 3s

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 v