Customer Experience Podcast

You might not realize it but the failure of the European Super League in soccer, the pros and cons of vaccine passports, and a brand that took a political stand and paid the price for it all have something in common. These things are part of three news stories that can provide insight into improving your Customer Experience. 

So how do they provide insight? Like you can learn from other people’s experiences, you can learn from other people’s mistakes. Either way, it offers an opportunity for vicarious learning. Vicarious learning is beneficial for avoiding the pain of errors but still getting the benefit of the gained wisdom from it. 

We see news headlines all the time about different types of vicarious learning opportunities, both good and bad. However, in this episode, we explore the lessons we can gain from the pain of three organization’s Customer Experience mistakes and avoid making the same ones. 

Key Ideas to Improve your Customer Experience

There are three news stories that we talk about in this episode that, at first glance, do not seem to be about Customer Experience. However, after taking a deeper dive into the cause of the problem, we discover that Customer Experience is a contributing factor in all three cases. In this episode, we discuss why and how the experience affects the story’s outcome and what insight you can glean from the situation. 

Here are a few key moments in the discussion:

• 03:12  The discussion begins with a recap of the failure of the European Super League for soccer and how it shows the importance of recognizing the value you provide customers.
• 13:47 We talk about the movement for and against vaccine passports in the reopening of different venues and experiences after the pandemic and how that will affect CX.
• 16:15 The discussion turns to what happens when supply shortages disrupt business as usual after the pandemic, and the best way to handle that for your customers. 
• 22:29  We review what happened to Delta in the past couple of months when Georgia, the state where the company is based, passed voting laws that were hotly contested and they decided to come out on the issue. 
• 27:21  We offer advice on how to choose sides when staying neutral on a contentious topic seems impossible. 
• 28:26  We talk about how framing can change how customers perceive your communication, and the benefits of being deliberate about your strategy regarding these issues. 

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Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on Linkedin and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official “Influencer” on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. 

Experience Health Check: You already have an experience, even if you weren’t deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. 

How can we help?

Click here to learn more about Beyond Philosophy’s Suite of Services.