Podcast

Customer Experience Patterns Podcast

Business, Management, Marketing

Every 2 weeks, customer experience expert Sam Stern will explain a customer experience pattern that underpins some of the World's best customer experiences. Patterns are models or designs dervied from real-world examples that have been proven to work.

The episodes will include detailed descriptions of the Pattern, data and evidence to supports its importance, and instructions to follow the pattern yourself to create great customer experiences.

Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

Hosted on Acast. See https://acast.com/privacy for more information.

Episodes
144
Releases
Weekly
Typical length
9 min
On air since
2023
Latest episode
2 months ago

Episodes

144 episodes, newest first

  1. Move Beyond The Feedback Survey - With Sarah Andrews

    Season 1, Episode 145

    Show notes

    Sarah Andrews on LinkedIn

    Cupola CX

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    37 min

  2. Easy and Effortless for Employees Delivering Experiences Too

    Season 1, Episode 144

    Show notes

    A meditation on balance. Work should usually be something you can show up and do day after day without it being too hard or burning you out. But you will have weeks, days and moments that are hard, and you shouldn't apologize to employees for having to scramble sometimes.

    But if every day is a scramble, it won't last.

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    5 min

  3. Meeting Your Customers Where They Are With John Rockhold

    Season 1, Episode 143

    Show notes

    John Rockhold on LinkedIn

    Spotlight

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    24 min

  4. Measuring CX: A Better Way

    Season 1, Episode 130

    Show notes

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    6 min

  5. Your Buying Journey Collapsed - Here's What To Do About It

    Season 1, Episode 129

    Show notes

    John Rockhold on LinkedIn

    Spotlight

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    28 min

  6. The Ruinous Way We Run Feedback Surveys Today

    Season 1, Episode 128

    Show notes

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    7 min

  7. Making CX Valued and Valuable With Shawn Nason

    Season 1, Episode 127

    Show notes

    Shawn Nason on LinkedIn

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    30 min

  8. The IKEA Effect / Type 2 Fun / The Hero's Journey Are All Forms of Good Friction

    Season 1, Episode 126

    Show notes

    The IKEA Effect

    Type 1, 2 & 3 Fun

    The Hero's Journey

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    8 min

  9. How 1 CX Pro Created C-Suite Buy-in For Customer Experience

    Season 1, Episode 125

    Show notes

    If you want to figure out how to move from quarterly reporting on NPS trends, to coordinating cross-functional projects that actually improve your customer experience, this episode is for you.

    Sandra Fornasier on LinkedIn

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    30 min

  10. Service Recovery Energy - Everywhere!

    Season 1, Episode 124

    Show notes

    Creating memorable moments in all phases of your experience, not just service recovery.

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    9 min

  11. Behind Negative Experience Peaks Are More Negative Peaks

    Season 1, Episode 123

    Show notes

    Why it's a good thing that your customers will never stop complaining, even as you solve their problems.

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    8 min

  12. Experience Is Everything - Jeannie Walters Book Launch Special Episode

    Season 1, Episode 122

    Show notes

    Experience Is Everything Book

    Jeannie Walters on LinkedIn

    Jeannie's LinkedIn Learning Courses

    Jeannie's Website

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    35 min

  13. The Kernel of Customer-Centric Culture Change

    Season 1, Episode 121

    Show notes

    The power of embracing your country's national identity, philosophy or religion as the foundation for your company's customer-centric culture transformation.

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    9 min

  14. Stated Preferences or Revealed Preferences? Neither? Both?

    Season 1, Episode 120

    Show notes

    Trader Joe's honors customers' revealed preferences for interacting with humans over their stated preferences for self-checkout and delivery options. Banks should honor customers' stated preferences for saving money over their revealed preferences.

    Who's right?

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    7 min

  15. The CX - EX Leadership Your Company Needs

    Season 1, Episode 119

    Show notes

    Mary Poppen on LinkedIn

    Her company, Hrizons EX, on LinkedIn

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    23 min

  16. Your Customers Lives In The Future - Meet Them There

    Season 1, Episode 118

    Show notes

    Lisa Feldman Barrett's book: How Emotions Are Made

    George Loewenstein study: Anticipation and the Valuation of Delayed Consumption

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    7 min

  17. Great CX Is Built On Great Collaboration with Sarah Andrews

    Season 1, Episode 117

    Show notes

    Sarah Andrews on LinkedIn

    Cupola CX

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    36 min

  18. Uncertainty Is The Bad Experience That's Easiest To Fix

    Season 1, Episode 116

    Show notes

    Uncertainty is worse than a bad experience. It's true.

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    7 min

  19. Build Your Community. Build Your Capability With Marc Fonteijn

    Season 1, Episode 115

    Show notes

    Marc Fonteijn on LinkedIn

    Service Design Show & Circle Community

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    28 min

  20. A Customer Expereince Koan To Help You Find Your True Work

    Season 1, Episode 113

    Show notes

    Connect with Sam on LinkedIn - I share customer experience content multiple times a week, and love hearing from listeners with questions or ideas for topics.

    Subscribe to my newsletter, Customer Experience Patterns - I publish a new edition with each episode of the podcast.

    My LinkedIn Learning courses: Customer Experience: 6 Essential Foundations For Lasting Loyalty, How To Create Great Customer Experiences & Build A Customer-Centric Culture. In-depth video series that teach you how to create great experiences, and build customer-centric cultuers.

    Thanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at Moon Islandfor the music.

    Hosted on Acast. See https://acast.com/privacy for more information.

    5 min

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