Customer Experience Patterns Podcast

The greatest irony is that CX teams who are responsible for customer experience don't actually deliver customer experiences themselves. Except Beth and Scott do. And in this episode, we hear their stories from the front lines! Beth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut Friday Scott Gilbey on LinkedIn Scott's article in Entreprenuer magazine on his experience Connect...

Service Recovery is even more magical than you think, but only if you do it right. Connect with 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.

Onion expertise. The Ikea Effect & The mythology of the Betty Crocker cake mix research. This episode has it all. Jeff Louden on LinkedIn Connect with 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.

The Law Of Emotion: Emotion matters more than you think, even if you remember the law of emotion. Yes, inspired by Hofstatder's Law Connect with 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.

The varied career paths that lead to becoming a CX professional. The ways those expeirences help you be better at your job. The ways that focusing on customers can help you in other jobs. Jeff Louden on LinkedIn Connect with 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 m...

When someone tells you you're being too emotional, and not rational, send them this episode. Connect with 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.

The second part of my conversation wth Greg Melia this time with a focus on the future, what are Greg and the CXPA doing to ensure the long-term health of customer experience. The CXPA Greg on Linkedin Connect with 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 inform...

My LinkedIn Learning lesson on Bright Spots Analysis Connect with 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.

Greg and I talk about the current state of the CX profession, the balance required by companies to ensure that CX is sustainable over the long-term, and what the CXPA is doing to shepherd the profession through a period of uncertainty. The CXPA Greg on Linkedin Connect with Sam on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the m...

Bezos 70% Rule Extinct by Instinct Connect with 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.

In this episode, Lily Vitale and I talk about the difference between Voice Of Customer programs and trust customer research efforts, why they are complimentary, not synonmous, and how Lily thinks about using different research methods, and working with stakeholders to ensure that insights from research turn into improvements in experiences. Connect with Sam on LinkedIn Thanks to my talented collea...

The Obstacle is the way. The hard thing about hard things I can tell you the secret, but you won't want to hear it. . Connect with 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.

Beth Karawan on LinkedIn Some of Beth's writings: Are Boy Scouts Masters of Change Management?  Brand Management: What’s Customer Experience Got to Do with it?  Silver bullet post  Connect with 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.

The only thing that is slower to change than culture is nature . Connect with 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.

Connect with Kerry Bodine on LinkedIn Kerry's master-class on Designing For AI in CX & EX Bodine & Co. Research Paper On The Difficulty Of Designing For AI Creating Design Resources To Scafold The Ideation Of AI Concepts Connect with 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....

Waiting in line is a bad experience. Except that's not always true. Learn what makes some waits unbearable, while others are tolerable at worst, and a memorable part of the experience at best. ·        Where is my bus? Impact of mobile real-time information on the perceived and actual wait time of transit riders ·        Timing...

Andrew Carothers on LinkedIn Connect with 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.

Connect with 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.

Stacy's LinkedIn Learning Course On Agent Experience Stacy Sherman on LinkedIN Doing CX Right 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.

The concept of negative space Frontier Airlines drops customer-service Why Chick-Fil-A Closes on Sundays 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.

Nicole Ornelas on LinkedIn. 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.

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. Find m...

Nicole Ornelas on LinkedIn. 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.

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 Find me on LinkedIn Thanks to my tal...

Ben Geheb on LinkedIn VML on LinkedIn Warren Buffett talking tides and skinny dipping 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.