Help Scout’s Conversation Corner on Experience This!
Welcome to all Experience This! podcast listeners. Here you will find all the links, articles, images, and other resources relating to the Conversation Corner segments featuring Help Scout’s Mat Patterson. As each episode is published, this page will update with the latest content.
Did you know? 80% of Help Scout customers with 10 or more staff using our support software stay with us for over 4 years. If you’re looking for the right tools to develop your own loyal customer base, get started with an extended, 30-day free trial.
Episode 161 from April 19th, 2022
Mat and Joey talk about their best self-service experiences and discuss what makes for a good self-service interaction. Listen to the episode.
The Ultimate Guide to Using a Knowledge Base for Self-Service Support
Episode 160 from April 12th, 2022
Mat chats with Dan about the best kitchen bin he’s ever owned, and why a good tool can be worth paying more for than one that “does exactly the same thing.” Listen to the episode.
Episode 159 from April 5th, 2022
Mat asks Joey to list the greatest allies a CX leader should have. Joey thinks everyone in the company should consider customer experience, but goes on to explore the different CX impacts made by specific roles including your CMO and HR head. Listen to the episode.
Episode 158 from March 29th, 2022
Mat asks Dan whether a low-cost product can still deliver high quality customer experiences. Dan says customer experience is not just for luxury brands and mentions Wendy’s and Hampton Inn. Mat mentions a tiny tweak that made a drink container vastly better to use. Listen to the episode.
Episode 157 from March 22nd, 2022
Mat asks Joey if “good” customer experience can ever lead to negative consequences. What makes people happy in the moment is not necessarily in their best interests in the long term. Listen to the episode.
Nir Eyal has written about how companies get you Hooked, but also about how to be Indistractable
Discover your customer service vision and values in our free Foundations of Great Service course
Read In The Works: The Authenticity Issue for stories of founders building with purpose and intention beyond profit
Episode 156 from March 15th, 2022
Mat asks Dan what business he has had the longest customer relationship with, and how they have earned that loyalty.
Dan has had a decades long relationship with Charles Schwab and particularly appreciated their practical focus on his financial concerns during COVID. Listen to the episode.
Mat has learned from customer service lessons from his long time mechanic
The Art of Customer Loyalty in a Subscription Business (video)
The Role of Customer Stickiness in Building Enduring Loyalty
Episode 155 from March 8th, 2022
In this episode, Mat asked Dan if there was any animated gif that would be appropriate for a funeral home’s customer service to send to their customers. Dan suggested this classic, and explains why. Listen to the episode.
It’s all about knowing your customer, what matters to them, and the voice and tone appropriate for your specific combination of company, industry and customer base. Here are some articles to help you strike the right balance.
Episode 154 from March 1st, 2022
In this episode Mat and Joey discussed their favorite customer service related movie scene. Listen to the episode.
Joey’s Pick: Pretty Woman (1990)
Julia Roberts’ character is patronized by sales staff who think she cannot afford their goods. Later, she returns to show how big a mistake they made.
Mat’s Pick: Office Space (1999)
Jennifer Aniston plays a waitress whose boss is unhappy she isn’t wearing enough “pieces of flair”, even though she is meeting the written standard. He condescendingly fails to clearly define what he really wants from his low paid staff.