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PODCAST

Customer Experience Patterns Podcast

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

business marketing

All Episodes

8:35

Emotional Labor Is Exhausting Your Employees And...

Customer Experience Patterns Podcast ·

2025/03/27

Emotional LaborMy 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

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23:14

You Do Not Control Your Customers' Experience

Customer Experience Patterns Podcast ·

2025/03/20

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

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6:32

Teaching Forces You To BS Test Your Own Knowledge

Customer Experience Patterns Podcast ·

2025/03/13

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

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11:38

CX As Teenager: Back To Childhood Curiosity? Or...

Customer Experience Patterns Podcast ·

2025/03/06

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:

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8:13

CX Shortcomings Explained By Chesterton's Fence &...

Customer Experience Patterns Podcast ·

2025/02/27

An explainer on Chesterton's Fence.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

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35:26

Creating The CX Standards With Erin Wallace From Bain

Customer Experience Patterns Podcast ·

2025/02/20

CX Standards Landing Page - you can learn more about the standards, and download them.Erin Wallace on LinkedInDancing Guy Video - showing the importance of the first follower to catalyze a movementConnect 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

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8:00

With Deceptive Patterns The Entropy Is Coming From...

Customer Experience Patterns Podcast ·

2025/02/13

Harry Brignull - The Deceptive Patterns guruDeceptive 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:

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19:38

Which Parts Of Your CX Need AI?

Customer Experience Patterns Podcast ·

2025/02/06

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

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7:58

It's (almost) never to late to intervene with...

Customer Experience Patterns Podcast ·

2025/01/30

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

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25:05

Integrating GAI & AI Into Your Customr & Employee...

Customer Experience Patterns Podcast ·

2025/01/23

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

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6:10

3 Ways To Push Back Against Entropy In Your Customer...

Customer Experience Patterns Podcast ·

2025/01/16

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 roget2) Keep close tabs on your Signature Moments3) Look for signs of neglect in your competitors that you can exploitConnect with Sam on LinkedIn - I share customer

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27:40

Coaching Can Help You Be The CX & Design Leader You...

Customer Experience Patterns Podcast ·

2025/01/09

Stephanie shared so much wisdom on the value of coaching for creative leaders. Well worth a listen.Stephanie On LinkedInStephanie's coaching business, Thrive DepartmentConnect 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

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7:16

4 Ideas For Getting 2025 Off To A Flying Start

Customer Experience Patterns Podcast ·

2025/01/02

4 ideas for getting off 2025 to a flying start with your customer experience initiatives.Connect with Sam on LinkedInThanks 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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5:22

Give The Gift Of Authentic Listening During The...

Customer Experience Patterns Podcast ·

2024/12/19

Let's check-in with each other, and with our customers during the holiday period, and at the turn of the year. Connect with Sam on LinkedInThanks 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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31:53

Inspecting Your Experience From The Front Lines

Customer Experience Patterns Podcast ·

2024/12/12

If you agree that observing the real customer experience is valuable, then how do you do it? Beth and Scott are back with recommendations for how to do thatBeth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut FridayScott Gilbey on LinkedInScott's article in Entreprenuer magazine on his experienceConnect with Sam on LinkedInThanks 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

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8:06

Unclosed Loops Are Circles In Hell

Customer Experience Patterns Podcast ·

2024/11/21

Unclosed loops are very, very bad customer experiences. I explain why, and how to avoid leaving unclosed loops with your customers.Connect with Sam on LinkedInThanks 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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21:00

How 2 CX Leaders Found Their Way To Customer-Facing...

Customer Experience Patterns Podcast ·

2024/11/14

The greatest irony is that CX teams who are responsible for customer experience don't actually deliver customer experiences themselves. Except Beth and Scott do. And in this episode, we hear their stories from the front lines!Beth Karawan on LinkedIn - be sure to subscribe to her newsletter - Donut FridayScott Gilbey on LinkedInScott's article in Entreprenuer magazine on his experienceConnect with Sam on LinkedInThanks to my talented colleague Emily Tolmer for the cover art. Thanks to my friends at

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6:47

Service Recovery Done Right - Fast, Proactive,...

Customer Experience Patterns Podcast ·

2024/11/07

Service Recovery is even more magical than you think, but only if you do it right.Connect with Sam on LinkedInThanks 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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18:15

Customer Value - Different Forms, Different Facets

Customer Experience Patterns Podcast ·

2024/10/31

Onion expertise. The Ikea Effect & The mythology of the Betty Crocker cake mix research. This episode has it all.Jeff Louden on LinkedInConnect with Sam on LinkedInThanks 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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5:59

Emotions Matter More Than You Think - Even When You...

Customer Experience Patterns Podcast ·

2024/10/24

The Law Of Emotion: Emotion matters more than you think, even if you remember the law of emotion.Yes, inspired by Hofstatder's LawConnect with Sam on LinkedInThanks 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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127 results

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