Customer Experience Patterns Podcast

Part 2 of my conversation Kelly Price. This time we talk about the right way to do research for customer journey mapping, and the importance of knowing the limitations of journey maps, so that you make benefit from their tremendous insight. It was Alfred Korzybski who cautioned that "The Map Is Not The Territory" And George Box who coined the beautiful paradox: "All Models are wrong, some are usef...

Kelly Price Sam Stern Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Transcript  Welcome back to the CX patterns podcast with Sam stern in this loose threads, missing threads mini episode, I'm returning to my conversation with Kelly Price, where we talked about designing experiences for the peak end rule. Kelly And I talked t...

Start by considering if the peak is positive or negative. Most memorable peaks and ends are negative, so lowering those peaks is the first part of designing for Peak / End experiences. Then, how can we make it more positive, either completely forgetable for an experience that shouldn't be memorable, or positively memorable because it can be a memorably good experience, if you get it right. Resourc...

The Digital-First Customer Experience Joe Wheeler Sam Stern Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Transcript Employee enablement to deliver great customer experiences. If employees don't have information about the customers they're serving or about your intended experience and about how they, as your employees are suppose...

Great conversation with CX expert Joe Wheeler about his brand-new book. The Digital-First Customer Experience . We talked about the 7 strategies he covers in the book, and went deep on several of the case studies he wrote about, including Starbucks, Lemonade, Nike & Amazon. My favorite part about the book and our conversation was Joe's assertion that "Digital-First does not mean human second."...

Andrew's slides Andrew's talk Diverse Teams Perform Better And Are Smarter Diverse Teams Feel Less Comfortable Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Transcript We talked about the one-story test for customer experience and design projects. The idea that every member of a project team should have the same story they're tel...

Great conversation with Andrew Hogan, focusing on specific advice for how to get important customer experience project work done in a post-pandemic world where it's hard to count on colleagues all being in one place at one time. Learn about the One-story test for projects. And hear why Customer experience teams need to embrace, not hide from the realities of project work in 2023: You need to inclu...

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Full Transcript Hi, everyone. Another loose threads, missing threads mini episode from the CX patterns podcast with Sam Stern. This week, I wanted to circle back on two things from last week's episode with Megan Burns. The episode was CX transformation needs employee activation. First...

Ambiguity is the enemy of action .   Countless customer experience transformations have been killed by ambiguity. CX teams must devote time and attention to galvanizing all employees to contribute to a CX Transformation. But how do you do that? Activation That’s the term my guest in this week’s Edition of the CX Patterns Podcast, Megan Burns, gives to the process of clarifying, specifying, an...

A cautionary note that Agile does ask you to commit a lot of time to meetings, and communications. Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Transcript  hi, everyone. Another loose threads missing threads mini episode from the CX patterns podcast. This is Sam stern. This week, I wanted to circle back on two things from t...

In this episode, I talk with my former LinkedIn colleague, Lara Nowak, about adopting Agile for customer experience work. Neither Lara nor I are Agile experts, far from it in my case. But our recent experience of having to learn Agile and apply it to customer experience work gives us "Fresh Eyes" to both the challenge and opportunity of using Agile. We cover the important elements of Agile, concep...

Whatever happened to Enron, WorldCom, ArthurAnderson or ValuJet? Hint: Loss of Trust Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Transcript Hi everyone. Here's the second edition of the loose threads, missing threads mini podcast episode for the CX patterns podcast. This week, I wanted to circle back on trust. A couple of addit...

In this episode, I talk with my friend and former colleague, Elena Garvey about the importance of Trust to customer expeirence. We cover the two general models for customers to trust companies they do business with, strategies for buildng trust, and for maintaining and restoring trust when it is threatend. Emotion matters most to CX perceptions, and Trust is a foundational emotion in customer expe...

The first mini episode of CX Patterns, what I'm calling Loose Threads & Missing Threads, correcting any mistakes, and adding any overlooked examples or points from the main episode. Links: Push Notification Fatigue Carrot Weather App Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Island for the music. Full Transcript: Loose Threads and Missing Thre...

In this episode, I talk with my friend and former colleague, Ryan Hart about how to build anticipation for a great experience. Ryan highlights a great example of designing for anticipation from Development Bank of Singapore. After my conversation with Ryan, I share how building anticipation and setting expectations for the experience pairs well with creating surprise and delight moments during the...

Why patterns? Why now? The wisdom from 20+ years of Customer Experience, distilled into models you can use. Hosted on Acast. See acast.com/privacy for more information.