Customer Experience Patterns Podcast

Hosted by Sam Stern

Business Marketing Management

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Episodes

144

Latest episode

Aug 2026

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About the show

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 art. Thanks to my friends at Moon Island for the music. Hosted on Acast. See acast.com/privacy for more information.

Listen to episodes

60 recent

August 6, 202637 min

Move Beyond The Feedback Survey - With Sarah Andrews

Sarah Andrews on LinkedIn Cupola CX 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.

July 23, 20265 min

Easy and Effortless for Employees Delivering Experiences Too

A meditation on balance. Work should usually be something you can show up and do day after day without it being too hard or burning you out. But you will have weeks, days and moments that are hard, and you shouldn't apologize to employees for having to scramble sometimes. But if every day is a scramble, it won't last. 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.

July 16, 202624 min

Meeting Your Customers Where They Are With John Rockhold

John Rockhold on LinkedIn Spotlight 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.

June 25, 20266 min

Measuring CX: A Better Way

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.

June 18, 202627 min

Your Buying Journey Collapsed - Here's What To Do About It

June 4, 20266 min

The Ruinous Way We Run Feedback Surveys Today

May 28, 202629 min

Making CX Valued and Valuable With Shawn Nason

Shawn Nason 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.

May 21, 20268 min

The IKEA Effect / Type 2 Fun / The Hero's Journey Are All Forms of Good Friction

The IKEA Effect Type 1, 2 & 3 Fun The Hero's Journey 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.

May 14, 202630 min

How 1 CX Pro Created C-Suite Buy-in For Customer Experience

If you want to figure out how to move from quarterly reporting on NPS trends, to coordinating cross-functional projects that actually improve your customer experience, this episode is for you. Sandra Fornasier 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.

April 30, 20268 min

Service Recovery Energy - Everywhere!

Creating memorable moments in all phases of your experience, not just service recovery. 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.