Sam Stern

Customer Experience Patterns Podcast

Business EN ↓ 141 episodes

Every 2 weeks, customer experience expert Sam Stern will explain a customer experience pattern that underpins some of the World's best customer experiences. Patterns are models or designs dervied from real-world examples that have been proven to work. The episodes will include detailed descriptions of the Pattern, data and evidence to supports its importance, and instructions to follow the pattern yourself to create great customer experiences. 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/privac...

Author

Sam Stern

Episodes

Measuring CX: A Better Way 25.06.2026 6:20

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 episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty , How To Create Great Custome...

Your Buying Journey Collapsed - Here's What To Do About It 18.06.2026 27:46

John Rockhold on LinkedIn Spotlight 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 episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting L...

The Ruinous Way We Run Feedback Surveys Today 04.06.2026 6:32

Making CX Valued and Valuable With Shawn Nason 28.05.2026 29:36

Shawn Nason on LinkedIn 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 episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty , How...

The IKEA Effect / Type 2 Fun / The Hero's Journey Are All Forms of Good Friction 21.05.2026 8:25

The IKEA Effect Type 1, 2 & 3 Fun The Hero's Journey 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 episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foun...

How 1 CX Pro Created C-Suite Buy-in For Customer Experience 14.05.2026 30:09

If you want to figure out how to move from quarterly reporting on NPS trends, to coordinating cross-functional projects that actually improve your customer experience, this episode is for you. Sandra Fornasier on LinkedIn 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 news...

Service Recovery Energy - Everywhere! 30.04.2026 8:58

Creating memorable moments in all phases of your experience, not just service recovery. 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 episode of the podcast. My LinkedIn Learning courses: Custom...

Behind Negative Experience Peaks Are More Negative Peaks 16.04.2026 8:00

Why it's a good thing that your customers will never stop complaining, even as you solve their problems. 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 episode of the podcast. My LinkedIn Learnin...

Experience Is Everything - Jeannie Walters Book Launch Special Episode 09.04.2026 34:46

Experience Is Everything Book Jeannie Walters on LinkedIn Jeannie's LinkedIn Learning Courses Jeannie's Website 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 episode of the podcast. My LinkedIn...

The Kernel of Customer-Centric Culture Change 02.04.2026 8:31

The power of embracing your country's national identity, philosophy or religion as the foundation for your company's customer-centric culture transformation. 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...

Stated Preferences or Revealed Preferences? Neither? Both? 19.03.2026 6:31

Trader Joe's honors customers' revealed preferences for interacting with humans over their stated preferences for self-checkout and delivery options. Banks should honor customers' stated preferences for saving money over their revealed preferences. Who's right? Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions o...

The CX - EX Leadership Your Company Needs 12.03.2026 23:21

Mary Poppen on LinkedIn Her company, Hrizons EX, on LinkedIn 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 episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential...

Your Customers Lives In The Future - Meet Them There 05.03.2026 7:24

Lisa Feldman Barrett's book: How Emotions Are Made George Loewenstein study: Anticipation and the Valuation of Delayed Consumption 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 episode of the po...

Great CX Is Built On Great Collaboration with Sarah Andrews 26.02.2026 36:09

Sarah Andrews on LinkedIn Cupola CX 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 episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting L...

Uncertainty Is The Bad Experience That's Easiest To Fix 12.02.2026 6:50

Uncertainty is worse than a bad experience . It's true. 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 episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essential Found...

Build Your Community. Build Your Capability With Marc Fonteijn 05.02.2026 28:29

Marc Fonteijn on LinkedIn Service Design Show & Circle Community 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 episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Es...

A Customer Expereince Koan To Help You Find Your True Work 29.01.2026 5:00

How CX Teams Must Evolve To Survive & Thrive In 2026 22.01.2026 28:06

Find Diane Magers on LinkedIn, and her book Experience Rules! Find James O'Connor on LinkedIn AmplifyXM - a consultancy that helps with CX, rather than a CX consultancy... 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...

Empathy Has a Hidden Super Power For Customer Experience 15.01.2026 7:03

Empathy is a powerful force for helping us see the world through the eyes of others. Within that broad set of others, there is one "other" that we empathize with far more than anyone else. Knowing this will help you improve your customer experience Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for t...

Agreements That Make Great CX Delivery Possible 08.01.2026 39:24

Why it's so important to make agreements with your colleagues about how you'll work together. Allison Shields on LinkedIn 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 episode of the podcast. My...

We're All On The Same Page | We're All Doing Different Things 18.12.2025 4:29

Previous CX Patterns episode on creating the conditions where bright spots emerge Previous CX Patterns episode on bright spots analysis Previous episode on Bright Spots. 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...

The Overlooked CX Superpower with Lauren Feehrer 11.12.2025 28:28

Why organizational expertise is so important to the success of CX teams. Lauren Feehrer on LinkedIn LoyaltyCraft CX Consultancy 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 episode of the podca...

Make Bright Spots More Likely To Emerge In Your Customer Experience 04.12.2025 11:16

Phil Hamburg's post about the restaurant chains' change to the drive through script Previous CX Patterns episode on bright spots analysis Previous episode on Bright Spots. 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...

Making AI Actionable For Your CX - With Nico Rieul 27.11.2025 31:24

Thanks to James O'Connor for connecting us. Find Nico on LinkedIn 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 episode of the podcast. My LinkedIn Learning courses: Customer Experience: 6 Essen...

5 Things I Didn't Know About The Peak-End Rule 20.11.2025 9:08

The Peak/End rule has more layers and nuance than I thought, and I'm on a learning journey to explore it further. Join me. 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 episode of the podcast. M...