Tuesday, June 22, 2021

Experiential Learning: How Our Brand Interactions Are Learned in the Classroom

Rebecca Gatesman
May 18, 2018

2 minute read

Adapted advice from Experience This! podcast with Joey Coleman and Dan Gingiss.

In episode 24 of Experience This!, a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss share what they learned about experiential learning from a high school teacher turned entrepreneur, Steve Spangler of Steve Spangler Science. The three discuss how our experiences in school shape the consumers – and workers – we become.

Joey and Dan even sat down with 20 kids to find out what they love about school, and what they hate, and then drew parallels to how brands and buyers interact. Read on for 3 tips for creating an experiential learning environment that will thrill your customers and employees alike.

Experiential Learning Tip 1

1. Focus on sparking curiosity

Spangler sent Joey and Dan a box from Steve Spangler Science, and both of our guys remark on just how exceptional the unboxing process is, even before they know exactly what the experiments are inside. Spangler has discovered – through trial and error – exactly how much information to give, and how much to leave out, to spark curiosity and excitement for his product.

Experiential Learning tip 2

2. Have several ways to engage

Steve Spangler explains that the best teachers offer several different problems, experiments, or stories to their students at a time, because everyone learns differently. The more variety you offer in experiential learning, the more minds you’ll be able to engage, and the more effective your campaign will be. This applies as much to your customers as it does to your coworkers.

Experiential Learning tip 3

3. Don’t make them wait

Our final learning from the discussion in the podcast shouldn’t come as a surprise, but it’s always worth repeating: nobody likes to wait. We all know that teachers who make students wait will struggle with a chaotic classroom, but many brands think that their customers have grown out of this behavior (they haven’t).

As Dan and Joey mentioned in the podcast, 65% of consumers want their issues resolved in less than 15 minutes. Additionally, more than half of customers say that speed is critical when it comes to problem resolution. When you’re designing your experiential learning campaign, make sure that it’s as seamless as possible.

For more experiential learning tips and CX lessons from Episode 24 of Experience This!, listen to the full episode.

Plus, find more episodes of Experience This! at smartercx.com/experience-this.

Rebecca Gatesman
Rebecca Gatesman
Rebecca Gatesman is Bostonian who loves science fiction, movies, and strategy games. Rebecca is a freelance writer who covers enterprise software, finance, marketing, and how the three industries shape the world we live in.
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