Nov 22 2022 39 mins 5
Learn about the rapidly changing digital landscape, an airline that’s trying to make sitting in the middle seat fun, and what makes the Starbucks experience so remarkable.
Bite-Sized Delight From the Episode:
• In Times of Uncertainty, Listen More - With so many massive changes in the digital environment, approach new platforms and technologies with a great deal of curiosity, but a healthy dose of skepticism. When in doubt, double down on the places your customers already frequent.
• Turn Your Worst Offering Into Something Exciting - Virgin Australia's creative lottery system offers prizes to those customers willing to endure the dreaded middle seat.
• Turn the Ordinary Into Extraordinary - Joseph Michelli's experience design classic "The Starbucks Experience" outlines 5 key principles any company can use to make their customer interactions extraordinary.
Are You Looking for Things We Referenced?
• “Airline Launches Lottery to Entice More Passengers to Sit in the Middle Seat" by Maggie Hiufu Wong at CNN Travel
• Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime
• The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary - by Joseph A. Michelli
• Rate and Review The Experience This! Show
Learn more about the Experience This Show and the hosts:
Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"
Dan Gingiss - keynote speaker and author of "The Experience Maker"
