Customer Experience Patterns Podcast
Sam Stern
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/privacy for more information.
Episodes
Mentioned books
Dec 19, 2024 • 5min
Give The Gift Of Authentic Listening During The Holiday Season
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 LinkedInThanks 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.
Dec 12, 2024 • 32min
Inspecting Your Experience From The Front Lines
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 thatBeth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut FridayScott Gilbey on LinkedInScott's article in Entreprenuer magazine on his experienceConnect with Sam on LinkedInThanks 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.
Nov 21, 2024 • 8min
Unclosed Loops Are Circles In Hell
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 LinkedInThanks 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.
Nov 14, 2024 • 21min
How 2 CX Leaders Found Their Way To Customer-Facing Roles
The greatest irony is that CX teams who are responsible for customer experience don't actually deliver customer experiences themselves. Except Beth and Scott do. And in this episode, we hear their stories from the front lines!Beth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut FridayScott Gilbey on LinkedInScott's article in Entreprenuer magazine on his experienceConnect with Sam on LinkedInThanks 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.
Nov 7, 2024 • 7min
Service Recovery Done Right - Fast, Proactive, Decisive & Human
Service Recovery is even more magical than you think, but only if you do it right.Connect with Sam on LinkedInThanks 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.
Oct 31, 2024 • 18min
Customer Value - Different Forms, Different Facets
Onion expertise. The Ikea Effect & The mythology of the Betty Crocker cake mix research. This episode has it all.Jeff Louden on LinkedInConnect with Sam on LinkedInThanks 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.
Oct 24, 2024 • 6min
Emotions Matter More Than You Think - Even When You Think They Matter A Lot
The Law Of Emotion: Emotion matters more than you think, even if you remember the law of emotion.Yes, inspired by Hofstatder's LawConnect with Sam on LinkedInThanks 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.
Oct 17, 2024 • 22min
The Winding Path To CX & CX Insights
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 LinkedInConnect with Sam on LinkedInThanks 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.
Oct 10, 2024 • 6min
Emotional Is Rational
When someone tells you you're being too emotional, and not rational, send them this episode.Connect with Sam on LinkedInThanks 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.
Oct 3, 2024 • 26min
The Future Of Customer Experience With Greg Melia
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 CXPAGreg on LinkedinConnect with Sam on LinkedInThanks 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.
