Beer bottles

How The Alcohol Industry Has Pivoted The Customer Experience

The customer experience of drinking alcohol has changed quite a bit in the last year. Remember wine and spirit tastings at the grocery store or liquor store? You were handed a tiny plastic cup filled with high-propane liquid and suddenly

Steve Spangler

Ellen DeGeneres’ Favorite Scientist: Steve Spangler

Steve Spangler, teacher-turned-scientist-turned-experience maker (and Ellen DeGeneres’ favorite scientist) discusses the importance of being in the right place at the right time and feeling like a kid again.   Dan: Steve, you are one of the country’s best-known scientists. How you

using video in the customer experience helps educate customers.

Video In Customer Experience: Explaining Things To Your Customers

Using video in the customer experience can be a game changer. Why? Because sometimes as consumers, we just have to trust the other party.  When the dentist tells us we need a crown, most of us just go along with

digital camera - amazon customer experience

The Amazon Customer Experience Remains Elusive To Other Retailers

Why does everyone talk about Amazon’s customer experience? It’s both because Amazon is so good, and others just don’t measure up. It was 9 a.m., two hours before my weekly live show and I realized that the connector cord I

smartphone indicating customer journey

Customer Experience is Not Just an Art; It’s Also a Science

Image by Yan Wong from Pixabay  Guest Post by Howard L. Lax, PhD Some business leaders still see Customer Experience (CX) as a soft-and-fluffy activity. Make customers happy. Be nice. Smile. Apply the Golden Rule. They look at their NPS

Business Books on a Bookshelf

10 Customer Experience Books Worthy of Discussion in 2020

One of the featured segments on the Experience This! podcast is called Book Report, where we feature an important customer experience or customer service book and share it in a unique way. Instead of recording an interview with the author