Nicole Ornelas on LinkedIn.

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

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Friction, for lack of a better term, is good. In this solo episode, I riff on Gordon Gekko's famous "Greed Is Good" speech to explain why there is good friction in customer experiences, what makes it good, and how to distinguish between good and bad friction.

I also wrote about this for CMS Wire: Friction Is Good For CX

The Ikea Effect

Better Crocker Cake Mixes

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

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Ben Geheb on LinkedIn

VML on LinkedIn

Warren Buffett talking tides and skinny dipping

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

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It is not easier than ever to create great customer experiences. The debate continues! Megan Burns shares a compelling reason why it's not easier than ever to create great customer experiences.

My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to overcome the long odds against delivering great experiences.

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

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

In the last episode, Megan Burns and I talk about the Hedonic Treadmill . It is a problem that looms ove customer experience improvement efforts. What do you do? Improve the experience, only to have that improvement raise expectations for customers as they adapt to the new normal?

Well, in this episode, I go describe two ways of improving customer experiences that will not activate the Hedonic Treadmill. You first set clearer expectations for the experience to come, and meet the expectations you have set. Rather than customers expecting you to raise the bar, they expect you to fulfill your promises. That's a great experience.

Second, empower and enable employees to deliver surprise and delight moments at scale. Human-powered moments feel more authentic and of-the-moment, and therefore something that they are less likely to adapt to and expect every time.

My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to do this.

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

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

Maybe the drop in customer experience scores is simply down to customers expecting more. In this episode of the CX Patterns podcast, Megan Burns rejoins to discuss why we are seeing a drop in customer experience scores, and she is not ready to chalk it up simply to companies doing the wrong things to improve customer experiences.

During the episode, I talk about some of the non-linear ways to design great experiences that can push back against the Hedonic Treadmill effect that Megan highlights.

My LinkedIn Learning Course: How To Create Great Customer Experiences, goes into more detail on how to do this.

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

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

Memory is a time machine. It brings forward past experiences to the future where those memories guide loyalty behaviors. Today on the CX Patterns Podcast, I riff on the importance of reinforcing positive memories to make the memories

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

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In this episode, Ryan Hart and I talk about the promise and the peril of using Generative AI to delivery customer experiences. Does it replace CX teams with and customer-facing employees? Or does it empower personalization, and better delivery of human experiences?

Ryan Hart on LinkedIn

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

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