Customer Experience Patterns Podcast

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.

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/...