Afleveringen
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Tongue firmly in cheek that you can ask me anything about vibe coding. I'm just learning, but it's fun! I think it has enormous potential in CX and so I wanted to share my impressions so far.
Thanks to Kyle Zantos for inspiring the idea of Apps as Gifts. After this podcast episode, listen to him talk with Harrison Wheeler on Technically Speaking.
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 Island for the music.
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Connect with Michael Mattson on LinkedIn
And then Michael was so kind (and organized!) to share links to so many studies:
Companies that implement EI initiatives see a 63% reduction in employee turnover (Apollo Technical).Teams with emotionally intelligent leadership see up to 37% increase in performance (Psico-Smart).According to a global study by Six Seconds, orgs that prioritize emotional intelligence are 22 times more likely to be high-performing.Sales teams under emotionally intelligent leaders see a 13% increase in sales (Zoe Talent Solutions).CEOs with high EQ lead companies with 5% higher profitability on average (Zoe Talent Solutions).Emotionally intelligent organizations report stronger customer loyalty, advocacy, and CX scores (Niagara Institute).Emotional intelligence interventions boost employee satisfaction, productivity, and long-term retention (Apollo Technical).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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Zijn er afleveringen die ontbreken?
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Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!
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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Find David on LinkedIn
Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!
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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Head to samsterncx.com/academy to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!
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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Check out my new website samsterncx.com where you fill find the link to enroll in Zanna Van Der Aa's Accelerate In Experience Academy. Use my link to get an exclusive offer from Zanna - a 1:1 coaching call with her!
Connect with our guest, Nora Osman, 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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.
The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!
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: 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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Mark Slatin on LinkedIn
The Trusted Advisor - book & framework. I recommend this book.
My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.
The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!
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 full-length episode of the podcast.
My LinkedIn Learning courses: 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. My new learning course on Customer Experience foundations will be live in March, 2025
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.
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Emotional Labor
My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.
The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!
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 full-length episode of the podcast.
My LinkedIn Learning courses: 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. My new learning course on Customer Experience foundations will be live in March, 2025
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.
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Paul Pember on LinkedIn - trust me, he's a great follow. And here's the link to his newsletter - honestly, it's a must-read for me every week.
My new website is live! samsterncx.com - the place to find all CX Patterns episodes, as well as all of my LinkedIn Learning courses.
The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!
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 full-length episode of the podcast.
My LinkedIn Learning courses: 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. My new learning course on Customer Experience foundations will be live in March, 2025
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.
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The new learning course is live: Customer Experience: 6 Essential Foundations For Lasting Loyalty. Check it out!
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 full-length episode of the podcast.
My LinkedIn Learning courses: 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. My new learning course on Customer Experience foundations will be live in March, 2025
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.
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CX is in its teenage years. Should we push to move forward to the maturity of adulthood? Or turn back to the curiosity and wonder of childhood? Andrew Carothers and I answer that question.
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 full-length episode of the podcast.
My LinkedIn Learning courses: 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. My new learning course on Customer Experience foundations will be live in March, 2025
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.
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An explainer on Chesterton's Fence.
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 full-length episode of the podcast.
My LinkedIn Learning courses: 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. My new learning course on Customer Experience foundations will be live in March, 2025
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.
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CX Standards Landing Page - you can learn more about the standards, and download them.
Erin Wallace on LinkedIn
Dancing Guy Video - showing the importance of the first follower to catalyze a movement
Connect with Sam on LinkedIn - I share customer expeirence 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 full-length episode of the podcast.
My LinkedIn Learning courses: 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. My new learning course on Customer Experience foundations will be live in March, 2025
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.
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Harry Brignull - The Deceptive Patterns guru
Deceptive Patterns the book - buy this book. Read it & use it as a jumping off point to start auditing your experience for Deceptive Patterns.
Connect with Sam on LinkedIn - I share customer expeirence 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 full-length episode of the podcast.
My LinkedIn Learning courses: 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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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How to leverage design and CX skillsets and methodologies to spot the best opportunities for integrating AI and GenAI into your experiences.
Andrew McInnes on LinkedIn.
Connect with Sam on LinkedIn - I share customer expeirence 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 full-length episode of the podcast.
My LinkedIn Learning courses: 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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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This episode is inspired by research and writing I've done on memories and negative emotions. For more on this topic, check out my LinkedIn learning course linked below about how to create great customer experiences.
Connect with Sam on LinkedIn - I share customer expeirence 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 full-length episode of the podcast.
My LinkedIn Learning courses: 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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Why you shouldn't have an AI Strategy.
Why you should be implementing GAI & AI everywhere you can.
Why you should join up your EX and CX AI efforts.
Andrew McInnes on LinkedIn.
Connect with Sam on LinkedIn - I share customer expeirence 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 full-length episode of the podcast.
My LinkedIn Learning courses: 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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Entropy describes the process of things falling into disorder if left without care and attention, like weeds growing in a garden. A lot of companies are about to experience Entropy in their customer experience efforts. But you don't have to be one of them.
1) Pay attention to the parts of your experience that you want your customers to roget
2) Keep close tabs on your Signature Moments
3) Look for signs of neglect in your competitors that you can exploit
Connect with Sam on LinkedIn - I share customer expeirence 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 full-length episode of the podcast.
My LinkedIn Learning courses: 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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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Stephanie shared so much wisdom on the value of coaching for creative leaders. Well worth a listen.
Stephanie On LinkedIn
Stephanie's coaching business, Thrive Department
Connect with Sam on LinkedIn - I share customer expeirence 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 full-length episode of the podcast.
My LinkedIn Learning courses: 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 Island for the music.
Hosted on Acast. See acast.com/privacy for more information.
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