EP168: 1040s, 9 and 3-4, and 404s!

Learn about how one company rolled back a major decision after customer backlash, how immersive experiences have become all the rage, and how you can create experiences anywhere - even when a customer makes a mistake. Bite-Sized Delight From the Episode: • Listen AND Respond to Your Customers - When loyal customers backlashed at the elimination of a feature enjoyed by a small but vocal portion of users, TurboTax reversed their decision and re-instated the "ItsDeductible" program.  • Think Immersive for Your Experiences - As customers crave more immersive experiences, explore ways to deliver "above and beyond" like the Museum of Ice Cream in Chicago. • Make Mistakes and Errors Playful - A fun, playful, creative 404 error page is a great opportunity to bring surprise and delight to a customer that makes a mistake on your website. Are You Looking for Things We Referenced? • “Inside Perspective: From Harry Potter to Ice Cream, Immersive Experiences are Coming to Chicago: ‘Interactivity has been the trend’” - by Samantha Nelson in the Chicago Tribune • The Experience Maker - by Dan Gingiss • Dan's LinkedIn Discussion about 404 Error Pages • Experience This - Episode 26 - "Healthy, Error-Free, and Pregnancy!" • Coveo - creating an AI-powered experience to help agents deliver the relevant, personalized interactions customers expect • 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"