Learn about how we’re doing CX all wrong, how to make time fly while waiting on hold, and how Experience This! is celebrating another milestone. Bite-Sized Delight From the Episode: • Make Sure Your Team in Enabled to Make Experiences - Nicholas Zeisler’s book “We’re Doing CX Wrong… And How To Get It Right” recommends process engineering (things like design thinking, Six Sigma, Lean, Kaizen, etc.) to enhance your customer experiences. • Just Because It’s Required, Doesn’t Mean It Can’t Be Remarkable - Goettl Air Conditioning & Plumbing’s hold message turns an annoying delay into a playful, informative, engaging experience. • Keep Making the Experience Better - After 150 episodes, we remain committed to bringing you new ideas to improve and enhance your customers’ and employees’ experiences. Are You Looking for Things We Referenced? • We’re Doing CX Wrong… and How To Get It Right - by Nicholas Zeisler, CCXP • Goettl Air Conditioning and Plumbing • Rate and Review The Experience This! Show • Experience This Show! - past episodes Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss