Customer Experience Patterns Podcast

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. Find me on LinkedIn Thanks to my talented...

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 Tre...

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 desi...

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 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/...

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 Find me on LinkedIn Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon...

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 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.

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. 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 o...

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. 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...

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. 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.

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...

A surprising fact about the brain that explains why accurate expectations are so much better than low expectations. 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.

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. 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.

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:...

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. 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.

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 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.

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 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.

Doug Kennedy shared so much wisdom with us in this episode - preparing employees to deliver great expeirences, the importance of leaders modeling, and mentoring the behaviors they want to see. Doug also introduced me to a wonderful Spanish word: Sentipensante - Sensing & Thinking - a fantastic distallation of what it takes to deliver great customer experiences. Guest Loyalty Is Created By Peop...

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.

Loose Threads / Missing Threads mini episode talking about mutually beneficial accountability partnerships for CX teams, and learning from hard-won wisdom... Mark Levy resources: Mark on LinkedIn Sign up for Mark's DCX Newsletter DCX Accountability Coaching  - 1:1 coaching for customer-obsessed business leaders to unleash their full potential 365 Days of Accountability  – Inspiratio...

Mark Levy is back, sharing incredible insights and vulnerability about accountability. An important topic in its own right, but Accountability is critical for Customer Experience. Mark on LinkedIn Sign up for Mark's DCX Newsletter DCX Accountability Coaching  - 1:1 coaching for customer-obsessed business leaders to unleash their full potential 365 Days of Accountability  – Inspirati...

Loose Threads, Missing Threads talking about what to do if it's too late for a great first impression. 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.

Great conversation with Mark Levy this week about best practices for getting a CX team, program or transformation off the ground. Mark shares his 4 priorities at the start of a CX transformation, and how he determines when it's time to move from listening to action. Mark on LinkedIn Sign up for Mark's DCX Newsletter DCX Accountability Coaching  - 1:1 coaching for customer-obsessed busine...

Stated preferences or revealed preferences? Which should you honor? It's complicated, but in this mini episode of the podcast, I offer my suggestion on how to strike the right balance. 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.

Zanna van der Aa is back for Part 2. She talks us through the importance of humanity to great customer experience, how to bring the human touch to digital experiences, how to measure humanity in a customer experience, why that human touch makes employee experience and company culture better, and why NPS is overrated. It's an action-packed episode! Zanna's website Zanna van der Aa on LinkedIn Find...

Happy CX Day . Let's recommit to creating great customer experiences. Find me on LinkedIn Thanks to 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.