Welcome to Experience This! where you'll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have more fun in the process. A fun collection of quick-hit segments filled with deep learning and takeaways, you don't want to miss this audio experience! Find show notes and more goodies at http://www.experiencethisshow.com
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Learn about the must-read employee experience book of 2023, the shocking stats behind the biggest challenge facing organizations today, and a method for enhancing your customer experience by focusing on your employee experience.
Bite-Sized Delight From the Episode:
• Never Lose an Employee Again - By focusing on the First 100 Days of the employee journey, you can create the foundational experiences that will retain your best people for many years.
• Losing Employees Is Costly - Research shows that the cost of replacing an employee is somewhere between 3-4 times their annual salary.
• If You Seek Longterm Retention, Pay Attention to Each Step in the Employee Journey - Use six tools of communication to create remarkable interactions in each of the eight phases of the employee journey.
Are You Looking for Things We Referenced?
• Never Lose an Employee Again: The Simple Path to Remarkable Retention (https://amzn.to/3WHOTME) - by Joey Coleman
• Never Lose a Customer Again: Creating Lifelong Loyalty in the First 100 Days (https://amzn.to/2U0N2nE) - by Joey Coleman
• Special Giveaway for Experience This! Show Listeners:
Fan Prize
1) Purchase one copy of Never Lose an Employee Again on Amazon (https://amzn.to/3WHOTME)
2) Send receipt to: joeyc@joeycoleman.com
3) Receive "Ten Most Commonly Asked Questions (and Answers) from Leaders Trying to Solve Employee Challenges"
Raving Fan Prize
1) Purchase one copy of Never Lose an Employee Again on Barnes & Noble
2) Send receipt to: joeyc@joeycoleman.com
3) Receive the "Fan" prize (see above) and Early Chapter from the Book ("The Eight Phases and Six Tools of a Remarkable Employee Experience")
Super Fan Prize
1) Purchase one copy on each platform (Amazon or Barnes & Noble or your favorite Indie Book Store)
2) Send receipt to: joeyc@joeycoleman.com
3) Receive the "Fan" and "Raving Fan" prizes, and the "Never Lose an Employee Again Implementation Kit"
Experience This Listener Rockstar Prize
1) Promote the new book (Never Lose an Employee Again) on social media
2) Tag Joey or Dan
2) Receive the: "Super Secret Antarctica Case Study"
• They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer (https://amzn.to/3mD5FdD) - by Marcus Sheridan
• Society for Human Resource Management
• Association for Talent Development
• Work Insitute (https://workinstitute.com/)
• Well-Oiled Operations
• Salesforce (https://www.salesforce.com/)
• Brasa Peruvian Kitchen
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman (https://joeycoleman.com/) - keynote speaker and author of "Never Lose a Customer Again" and "Never Lose an Employee Again (https://amzn.to/3WHOTME)"
Dan Gingiss (https://dangingiss.com/) - keynote speaker and author of "Winning at Social Customer Care" and "The Experience Maker (https://amzn.to/3n8scmK)"
21 Feb 2023TRANSCRIPT
EP184: Computers, Computers, and More Computers!
Learn about how ChatGPT and other AI software can create an entire episode of Experience This, the best CX brands according to ChatGPT, and asking ChatGPT all the tough customer experience questions.
Bite-Sized Delight From the Episode:
• Empathy in Customer Experience - When asked to create an episode of Experience This, ChatGPT focused on the power of empathy to build relationships with customers.
• Even AI Knows the Top CX Brands - ChatGPT easily identified the best brands for customer experience to include Zappos, Amazon, Southwest Airlines, Starbucks, Apple, Nordstrom, and Chewy.
• The "AI Experience" Is Limitless - The ease with which ChatGPT answers questions shows a host of practical applications for customer experience professionals and business leaders.
Are You Looking for Things We Referenced?
• ChatGPT (https://openai.com/blog/chatgpt/)
• Murf Studio (https://murf.ai/)
• Zappos (https://www.zappos.com/)
• Amazon (https://www.amazon.com/)
• Southwest Airlines
• Starbucks (https://www.starbucks.com/)
• Apple (https://www.apple.com/)
• Nordstrom (https://www.nordstrom.com/)
• Chewy (https://www.chewy.com/)
• Yoda - from Star Wars
• Jack Shepard - from Lost
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman (https://joeycoleman.com/) - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss (https://dangingiss.com/) - keynote speaker and author of "The Experience Maker"
14 Feb 2023TRANSCRIPT
EP183: Super Fans, Super Stars, and Super Answers!
Learn about the must-read customer experience book of 2023, how rockstars connect with their raving fans, and the things you never knew, but always wanted to ask, about CX professionals.
Bite-Sized Delight From the Episode:
• Create Superfans - Brittany Hodak's must-read book "Creating Superfans: How To Turn Your Customers Into Lifelong Advocates" offers a fantastic playbook for succeeding in the Experience Economy.
• Celebrate Half-Birthdays - stand out from the crowd by celebrating your customers' (and employees') half-birthdays.
• Go Beyond the Professional Experience - learn more about the life behind the work when we ask questions of three CX professionals
Are You Looking for Things We Referenced?
• Creating Superfans: How To Turn Your Customers Into Lifelong Advocates (https://amzn.to/3R9YESA) - by Brittany Hodak
• Lomi (https://lomi.com/products/lomi) - countertop composting
• Jack Carr (https://amzn.to/3HYcovt) - fiction writer of the The Terminal List series
• Stamps.com (https://www.stamps.com/) - print postage at home!
• The End of the World is Just the Beginning: Mapping the Collapse of Globalization (https://amzn.to/3ltqDRn) - by Peter Zeihan
• Never Lose an Employee Again: The Simple Path to Remarkable Retention - by Joey Coleman
• If I Understood You, Would I Have This Look on My Face?: My Adventures in the Art and Science of Relating and Communicating (https://amzn.to/3lyk8Ng) - by Alan Alda
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman (https://joeycoleman.com/) - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss (https://dangingiss.com/) - keynote speaker and author of "The Experience Maker"
Inside a recent episode
EP185: Reading, Resigning, and Retaining!
Published 28 Feb 2023 · Transcript excerpt
[…] Because instead of having to hire the best digital marketer that lives within 30 miles of your physical building, you can hire the best digital marketer in the world if you want. 100 % Dan, in the same way that you know, every action has an equal and opposite reaction. […]
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