About Experience This!:
Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have more fun in the process. A fun collection of quick-hit segments filled with deep learning and takeaways, you don’t want to miss this audio experience!
Apple Podcast Reviews:
Love these characters! Joey and Dan break down the customer experience, uh, experience, in a fun way.by Brief is the New Black
Such a great pair! I have followed both of these guys online for a while and was stoked that they teamed up for a podcast. The podcast is super easy to listen to and provides a lot of insight that is actionable for my work. Excited for what is to come. Thanks Joey and Dan!marykmetcalf
This week we look at things from a kids-eye view: how one company is making classroom learning about science into an experience for kids, what some real kids think about science when it’s fun, and what kids love and can’t stand about going to school.
Bite-Sized Delight From the Episode:
- What classroom learning can teach us about creating a remarkable customer experience.
- How one teacher has created a company that changes the way kids experience science.
- How our experiences at school carry over into the workplace.
- Why speed matters when resolving a customer service issue.
DISSECTING THE EXPERIENCE: Steve Spangler Science [01:02-22:47]
An entrepreneur, speaker, author, and science teacher named Steve Spangler got connected to us via Convince and Convert’s Jay Baer to share his unique approach to teaching. His company, Steve Spangler Science, creates science boxes that you can do at home with your kids. We give the kits a try ourselves, with a team of young experts who get to the bottom of what the experience is really like for the customers that matter, and look at how lessons classroom learning can be applied to all businesses.
If we can spark this level of curiosity in students, why isn’t every teacher doing this? #CX Click To Tweet
Steve Spangler is the science teacher that you wish you had. #CX Click To Tweet
There is an amazing connection between classroom learning and the customer experience. #CX Click To Tweet
The whole opening of the science box was an experience in and of itself. #CX Click To Tweet
- Great teachers make great experiential learning opportunities.
- There is an amazing connection between classroom learning and the customer experience.
- The best experiences spark excitement, curiosity, and interest.
- The three qualities of any great teacher (or entrepreneur) are to connect, to engage, and to create unforgettable experiences.
LOVE IT CAN’T STAND IT: Going to School! [22:48-33:10]
We talk to 20 kids to find out what they love and can’t stand about school. We then compare how similar the experiences of kids at school can be to those we have in the workplace and talk about what Dan and Joey carried with them from their time in school.
We don’t enjoy when our work has to go home with us and we don’t have a clear end to the day. #CX Click To Tweet
These clips are representative of the typical experience in the workplace. #CX Click To Tweet
- These kids’ feelings about school are surprisingly similar to the typical experience in the workplace.
- Your experience as a kid with classroom learning can shape the way you perceive things later on.
- Not all of your customers are going to value the same things or experience things the same way.
CHECK OUT THIS NUMBER: 65% [33:12-35:12]
According to the Five9 Customer Service Index (which can be found on Smarter CX), 65% of consumers want their issue resolved in 15 minutes or less. In other words, more than half of everyone surveyed believe that speed matters when resolving a customer service issue.
- More than half of everyone surveyed believe that speed matters when resolving a customer service issue, even if it’s just to say that you’re working on it.
Be a Part of the Show!
We’d love to hear about your great customer experiences, which segments you like, and your ideas for future episodes!
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See you next week!