Customer Experience Patterns Podcast

This week Paul Pember is back to talk more about how to actually make substantive changes to your customer experience. Paul Pember on LinkedIn - trust me, he's a great follow. And here's the link to his newsletter - honestly, it's a must-read for me every week. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions o...

Tongue firmly in cheek that you can ask me anything about vibe coding. I'm just learning, but it's fun! I think it has enormous potential in CX and so I wanted to share my impressions so far. Thanks to Kyle Zantos for inspiring the idea of Apps as Gifts. After this podcast episode, listen to him talk with Harrison Wheeler on Technically Speaking . Connect with Sam on LinkedIn - I share customer ex...

Connect with Michael Mattson on LinkedIn And then Michael was so kind (and organized!) to share links to so many studies: Companies that implement EI initiatives see a 63% reduction in employee turnover ( Apollo Technical ). Teams with emotionally intelligent leadership see up to 37% increase in performance ( Psico-Smart ). According to a global study by Six Seconds , orgs that prioritize emotiona...

Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her! Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I pu...

Find David on LinkedIn Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her! Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Exp...

Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her! Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I pu...

Check out my new website samsterncx.com where you fill find the link to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her! Connect with our guest, Nora Osman , on LinkedIn Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with question...

My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses. The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty . Check it out! Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for top...

Mark Slatin on LinkedIn The Trusted Advisor - book & framework. I recommend this book. My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses. The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty . Check it out! Connect with Sam on LinkedIn - I share customer experience con...

Emotional Labor My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses. The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty . Check it out! Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions...

Paul Pember on LinkedIn - trust me, he's a great follow. And here's the link to his newsletter - honestly, it's a must-read for me every week. My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses. The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty . Check it out! Connect wi...

The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty . Check it out! Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast...

CX is in its teenage years. Should we push to move forward to the maturity of adulthood? Or turn back to the curiosity and wonder of childhood? Andrew Carothers and I answer that question. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patt...

An explainer on Chesterton's Fence . Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter , Customer Experience Patterns - I publish a new edition with each full-length episode of the podcast. My LinkedIn Learning courses: How To Create Great Customer Experiences &amp...

CX Standards Landing Page - you can learn more about the standards, and download them. Erin Wallace on LinkedIn Dancing Guy Video - showing the importance of the first follower to catalyze a movement Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter, Customer Exper...

Harry Brignull - The Deceptive Patterns guru Deceptive Patterns the book - buy this book. Read it & use it as a jumping off point to start auditing your experience for Deceptive Patterns. Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter, Customer Experience Pa...

How to leverage design and CX skillsets and methodologies to spot the best opportunities for integrating AI and GenAI into your experiences. Andrew McInnes on LinkedIn . Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter, Customer Experience Patterns - I publish a n...

This episode is inspired by research and writing I've done on memories and negative emotions. For more on this topic, check out my LinkedIn learning course linked below about how to create great customer experiences. Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newslette...

Why you shouldn't have an AI Strategy. Why you should be implementing GAI & AI everywhere you can. Why you should join up your EX and CX AI efforts. Andrew McInnes on LinkedIn . Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter, Customer Experience Patterns - I...

Entropy describes the process of things falling into disorder if left without care and attention, like weeds growing in a garden. A lot of companies are about to experience Entropy in their customer experience efforts. But you don't have to be one of them. 1) Pay attention to the parts of your experience that you want your customers to roget 2) Keep close tabs on your Signature Moments 3) Look for...

Stephanie shared so much wisdom on the value of coaching for creative leaders. Well worth a listen. Stephanie On LinkedIn Stephanie's coaching business, Thrive Department Connect with Sam on LinkedIn - I share customer expeirence content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe to my newsletter, Customer Experience Patterns - I publish a...

4 ideas for getting off 2025 to a flying start with your customer experience initiatives. 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.

Let's check-in with each other, and with our customers during the holiday period, and at the turn of the year. 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.

If you agree that observing the real customer experience is valuable, then how do you do it? Beth and Scott are back with recommendations for how to do that 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 with Sam on LinkedIn Thanks to my talented colleague Emily Tolmer for...

Unclosed loops are very, very bad customer experiences. I explain why, and how to avoid leaving unclosed loops with your customers. 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.