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
Jul 18, 2024 • 8min
4 Ways To Build Trust With Your Customer Experience
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.
Jul 11, 2024 • 32min
Customer-Care Is Not A Cost To Be Minimized With Stacy Sherman
Stacy's LinkedIn Learning Course On Agent ExperienceStacy Sherman on LinkedINDoing CX RightFind me 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.
Jul 4, 2024 • 10min
Define the negative space around your CX
The concept of negative spaceFrontier Airlines drops customer-serviceWhy Chick-Fil-A Closes on SundaysFind me 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.
Jun 27, 2024 • 20min
Why Your CX Team Should Craft A Mission Statement & Create A CX Toolkit
Nicole Ornelas on LinkedIn.Find me 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.
Jun 20, 2024 • 5min
Customer Experience Scores Reach A New Low
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 me 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.
Jun 13, 2024 • 25min
What To Do When It's Hard To Do CX - Partnership & Perserverance
Nicole Ornelas on LinkedIn. Find me 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.
Jun 6, 2024 • 8min
Good Friction Is Good For Customer Experience
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 CXThe Ikea EffectBetter Crocker Cake MixesFind me 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.
May 30, 2024 • 31min
CX Must Partner To Go Further - With Ben Geheb From VML
Ben Geheb on LinkedInVML on LinkedInWarren Buffett talking tides and skinny dippingFind me 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.
May 23, 2024 • 15min
Customer Experience Success Is As Hard As It's Ever Been With Megan Burns
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 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.
May 16, 2024 • 12min
How CX Teams Can Help Their Customers Step Off The Hedonic Treadmill
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 Treadmill. You first set clearer expectations for the experience to come, and meet the expectations you have set. Rather than customers expecting you to raise the bar, they expect you to fulfill your promises. That's a great experience.Second, empower and enable employees to deliver surprise and delight moments at scale. Human-powered moments feel more authentic and of-the-moment, and therefore something that they are less likely to adapt to and expect every time. My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to do this.Find me 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.
