EP173: Stockouts, Silences, and Storytelling!

Experience This!

Learn about the importance of keeping your customers in the loop, the sound of customer silence, and the power of creative storytelling!

Bite-Sized Delight From the Episode:

• Keep Your Customers Informed - Research by Instacart shows that keeping customers aware about inventory and managing their expectations about availability leads to increased order frequency and increased lifetime value of the customer.

• Try Being Quiet - Explore the experience created by Amsterdam Schipol Airport and stores in Dublin by considering what it would be like to create a "quiet experience" for your customers.

• The Better the Story, the Better the Experience - A playful, edgy story (like laundering in a bank in the Ozarks) creates the kind of intrigue and curiosity that makes customers want to stay at the Bank Haus.

Are You Looking for Things We Referenced?

• “Why You Should Warn Customers When You’re Running Low on Stock" - by Benjamin Knight (Senior Data Scientist at Instacart) and Dmitry Mitrofanov (assistant professor of business analytics at the Carroll School of Management at Boston College) in the Harvard Business Review.

• Amsterdam Schipol Airport

• Experience This - Episode 82 - "Pizzability, Usability, and Adaptability!"

• Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect

• Touch Stay - Digital Welcome Book

• The Bank Hause - Marthasville, Missouri rental with great story conceived by Tyann Marcink Hammond

• Rate and Review The Experience This! Show

Learn more about the Experience This Show and the hosts:

Joey Coleman - keynote speaker and author of "Never Lose a Customer Again"

Dan Gingiss - keynote speaker and author of "The Experience Maker"