Learn about the rapidly changing digital landscape, an airline that's trying to make sitting in the middle seat fun, and what makes the Starbucks experience so remarkable.  Bite-Sized Delight From the Episode: • In Times of Uncertainty, Listen More - With so many massive changes in the digital environment, approach new platforms and technologies with a great deal of curiosity, but a healthy dose of skepticism. When in doubt, double down on the places your customers already frequent.  • Turn Your Worst Offering Into Something Exciting - Virgin Australia's creative lottery system offers prizes to those customers willing to endure the dreaded middle seat.  • Turn the Ordinary Into Extraordinary - Joseph Michelli's experience design classic "The Starbucks Experience" outlines 5 key principles any company can use to make their customer interactions extraordinary.  Are You Looking for Things We Referenced? • "Airline Launches Lottery to Entice More Passengers to Sit in the Middle Seat" by Maggie Hiufu Wong at CNN Travel • Coveo - use "swarming" to deliver the best answer (co-created by your top subject matter experts) to customers in realtime  • The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary - by Joseph A. Michelli • 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"

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