Customer Experience Patterns Podcast

Move Beyond The Feedback Survey - With Sarah Andrews

Sarah Andrews on LinkedIn Cupola CX Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with quest

Easy and Effortless for Employees Delivering Experiences Too

A meditation on balance. Work should usually be something you can show up and do day after day without it being too hard or burning you out. But you will have weeks, days

Meeting Your Customers Where They Are With John Rockhold

John Rockhold on LinkedIn Spotlight Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with quest

Measuring CX: A Better Way

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe t

Your Buying Journey Collapsed - Here's What To Do About It

John Rockhold on LinkedIn Spotlight Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with quest

The Ruinous Way We Run Feedback Surveys Today

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe t

Making CX Valued and Valuable With Shawn Nason

Shawn Nason on LinkedIn Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas

The IKEA Effect / Type 2 Fun / The Hero's Journey Are All Forms of Good Friction

The IKEA Effect Type 1, 2 & 3 Fun The Hero's Journey Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from li

How 1 CX Pro Created C-Suite Buy-in For Customer Experience

If you want to figure out how to move from quarterly reporting on NPS trends, to coordinating cross-functional projects that actually improve your customer experience, th

Service Recovery Energy - Everywhere!

Creating memorable moments in all phases of your experience, not just service recovery. Connect with Sam on LinkedIn - I share customer experience content multiple times

Behind Negative Experience Peaks Are More Negative Peaks

Why it's a good thing that your customers will never stop complaining, even as you solve their problems. Connect with Sam on LinkedIn - I share customer experience conte

Experience Is Everything - Jeannie Walters Book Launch Special Episode

Experience Is Everything Book Jeannie Walters on LinkedIn Jeannie's LinkedIn Learning Courses Jeannie's Website Connect with Sam on LinkedIn - I share customer experi

The Kernel of Customer-Centric Culture Change

The power of embracing your country's national identity, philosophy or religion as the foundation for your company's customer-centric culture transformation. Connect wit

Stated Preferences or Revealed Preferences? Neither? Both?

Trader Joe's honors customers' revealed preferences for interacting with humans over their stated preferences for self-checkout and delivery options. Banks should honor c

The CX - EX Leadership Your Company Needs

Mary Poppen on LinkedIn Her company, Hrizons EX, on LinkedIn Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing

Your Customers Lives In The Future - Meet Them There

Lisa Feldman Barrett's book: How Emotions Are Made George Loewenstein study: Anticipation and the Valuation of Delayed Consumption Connect with Sam on LinkedIn - I shar

Great CX Is Built On Great Collaboration with Sarah Andrews

Sarah Andrews on LinkedIn Cupola CX Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with quest

Uncertainty Is The Bad Experience That's Easiest To Fix

Uncertainty is worse than a bad experience. It's true. Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from l

Build Your Community. Build Your Capability With Marc Fonteijn

Marc Fonteijn on LinkedIn Service Design Show & Circle Community Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hear

A Customer Expereince Koan To Help You Find Your True Work

Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics. Subscribe t