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Experience This!

Oct 30, 2018

Learn about crosswalk and elevator buttons that don't work, medical appointments that don't start on time, and a taste test that defies expectations!

Bite-Sized Delight From the Episode:
• How the “illusion of control” can make a customer feel a sense of ownership, when in reality, they have no control over...

Oct 23, 2018

Learn about the less-than-straight path of the typical B2B customer, the power of words as demonstrated by the one and only Mr. Rogers, and The Department of State’s efforts to make the customer journey efficient and effective!

Bite-Sized Delight From the Episode:
• How the non-linear, B2B customer journey is filled...

Oct 16, 2018

Learn about major customer experience fails that were so easy to avoid including: a server blaming the kitchen for a food mistake, a professional sports team not valuing a 34-year season ticket holder, and a B2B partnership that faltered when one company publicly bad mouthed the other!

Bite-Sized Delight From the...

Oct 9, 2018

Learn about a flight crew’s commitment to deliver an “out of this world” experience for their passenger, how ending a relationship is just as important as starting a relationship, and how moving doesn't have to be a nightmare experience.

Bite-Sized Delight From the Episode:
• How Southwest airlines went above...

Oct 2, 2018

Learn about a coffee shop that caters to the deaf community, constructing a media stand without going crazy, and an entire state dedicated to customer experience.

Bite-Sized Delight From the Episode:
• How Starbucks’ commitment to customer experience led to the creation of a store designed to serve deaf and hard of...