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How Restaurants, Health Insurers, and Nike Make Remarkable Experiences

Posted Under: Experience This!
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!


Make sure your remarkable customer experiences are memorable for the right reasons, whether you’re running a diner or an insurance company.

ExperienceThis! Episode 9Bite-Sized Delight From the Episode:

  • Customer demand for personalized products and experiences is increasing, so designers of remarkable customer experiences must be ready.
  • Make sure your customer experience is remarkable for the right reasons—not, for instance, because orders get fumbled.
  • Heavily siloed departments make for poor, inconsistent customer interactions.

THIS JUST HAPPENED: Waitress Woes [01:15–06:04]

We’ve all been to the restaurant that expects its waitstaff to memorize orders rather than write them down. But, as Joey’s recent example proves, sometimes these attempts to deliver a remarkable customer experience have decidedly unremarkable results.

Tweetable Quotes

If you're going to create a remarkable experience, you've got to get it right. #CX Click To Tweet


  • When attempting to turn an ordinary interaction into a remarkable customer experience, first ask, “Is anyone going to care?”
  • Flashy gestures like the one Joey describes have the potential to produce negative, rather than delightful, customer experiences.

SAY WHAT?!: The Mysterious Foreign Language of Health Insurance [06:30–16:12]

The insurance industry appears to be suffering from a severe case of legalese. A survey of 2,000 Americans about health insurance revealed that shockingly few understand the terms bandied about in their insurance policies.

Tweetable Quotes

Look at your own contracts and agreements. Are you really saying what you mean? #CX Click To Tweet


  • Only four percent of survey respondents could define the terms “deductible,” “co-insurance,” “co-pay,” and “out-of-pocket maximum.”
  • Companies may be required to include a certain amount of legalese in their contracts and agreements, but that shouldn’t stop them from clarifying language for the sake of their customers.

CX PRESS: Nike Turns Product Personalization into a Full Retail Experience [16:34–24:24]

Nike’s new Maker’s Experience allows customers to design a customized pair of shoes and walk out wearing them an hour later. Their approach to personalization sparks new ideas for on-demand product customization and in-store remarkable customer experiences.

Tweetable Quotes

Personalization: A lot of people talk about it, but very few do what Nike's doing. #CX Click To Tweet
Nike is trying to not be the Apple Store—to be Nike in a way that is completely different. #CX Click To Tweet


  • Customer demand for personalized products is increasing, and retail brands will be expected to meet that demand.
  • Retail shoppers should keep an eye out for further exciting applications of on-demand, in-store product customization—hats, apparel, etc.

CHECK OUT THIS NUMBER: Siloed Departments Make for Inconsistent Customer Experience [24:43–26:12]

50 percent of all customer interactions will happen across multiple events, and multiple channels, says new research from Oracle. If siloed departments aren’t talking to each other, those interactions will be inconsistent—and potentially unsuccessful.

Tweetable Quotes

Take it from an Iowa kid: Silos are great for your farm but horrible for your business. #CX Click To Tweet


  • Poor interdepartmental communication has a negative impact on remarkable customer experiences.
  • If you’re in charge of designing customer experience, make sure your customer-facing personnel knows exactly where their customers are coming from and where they’re headed next.

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!

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