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Why Anticipating Your Customer’s Needs Makes All the Difference

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!


Why technology is never as easy as it should be, how a commuter train line is anticipating your needs with a simple piece of paper, and one man’s journey across all 50 states.

Why Anticipating Your Customer's Needs Makes All the Difference

Bite-Sized Delight From the Episode:

  • What you can learn from one commuter train line about anticipating your customer’s needs.
  • Why listening to customers is more vital than ever as technology gets more and more complicated.
  • Chris Strub’s journey volunteering in 50 states over 100 days.
  • What you can learn about customer experience from Star Wars.

CX PRESS: Everything Is Too Complicated [01:02-9:23]

This week’s article is by Nilay Patel for the Verge, entitled, “Everything is too complicated.” Technology is evolving rapidly, and Patel makes the case that it may be getting to a pace that’s faster than anyone could possibly be expected to keep up. In the article, he compiles a list of overheard questions about technology to highlight just how confusing technology has gotten, and ask if there’s a better way.

Tweetable Quotes

The tech industry is starting to make too many assumptions about our understanding of technology. #CX Click To Tweet
It’s the job of the business to make it easier for the customer.#CX Click To Tweet
Remember that not all customers are tech-savvy. #CX Click To Tweet
Customers will tell you what they love about your product if you listen. #CX Click To Tweet


  • Remember that not all customers are tech-savvy.
  • Try anticipating your customer’s needs and prepare accordingly—not every customer is the same.
  • When all else fails, listen to customer feedback.

THIS JUST HAPPENED: Metra Delay [9:25-17:26]

Dan takes Metra, the Chicago train system, into the city fairly frequently to get to work. Metra is famously reliable, but even they will sometimes have a train that runs late. Anytime this happens, however, they have a team of people ready to anticipate their customers’ needs and provide a train delay notice.
Why Anticipating Your Customer's Needs Makes All the Difference

Tweetable Quotes

For every train that is late, Metra provides train delay notices. #CX Click To Tweet
Yes it’s easy, simple, and cost-effective, but most of all it’s thoughtful. #CX Click To Tweet
Your problems can cause other people problems. #CX Click To Tweet
Anticipate the emotions of your customer. Click To Tweet


  • Your problems can cause other people problems.
  • Anticipate your customer’s needs by addressing the emotional rollercoaster that your customer is on when they’re doing business with you.
  • Be human in your interactions and have fun with it.

WHAT ARE YOU READING: 50 States, 100 Days [17:26-26:43]

Dan has been reading a new book by his good friend Chris Strub, a social media and live video consultant whose goal in life is simply to help other people. To do this, in 2015 he drove to all 50 states (except Alaska and Hawaii) in 100 days, where he worked with a different children’s organization in each state and interviewed the staff.  We look at his amazing journey and talk about why travel is so important.
Why Anticipating Your Customer's Needs Makes All the Difference

Tweetable Quotes

Chris became the first person to live stream in all 50 states. #CX Click To Tweet
In every state, Chris had someone from each nonprofit sign his car and write an inspirational quote. #CX Click To Tweet
Chris can recall every single stop on the journey and tell a story. #CX Click To Tweet
Travel creates experiences, you can’t travel without having some interesting experiences and stories. #CX Click To Tweet


  • Try to go somewhere new this year and get outside of the norm, because travel creates experiences.
  • Travel creates automatic rapport.
  • Chris created his own experience, which made it memorable and impactful.

CHECK OUT THIS NUMBER: 7.5 billion [26:45-28:31]

This is definitely the biggest number we’ve had in this segment, and for good reason: 7.5 billion is the number of box office dollars generated by the 10 Star Wars movies. “3 Things Star Wars Teaches Us About Customer Experience” explains more on the SmarterCX website.

Tweetable Quotes

All 10 Star Wars movies have generated $7.5 billion in box office revenue. #CX Click To Tweet


  • Check out “3 Things That Star Wars Teaches Us About Customer Experience” to learn more.

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We’d love to hear about your great customer experiences, which segments you like, and your ideas for future episodes!

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