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Episode 48: The Importance of Using Specific Words in External and Internal Communications

Join us as we discuss: How the words you use in your website navigation really do make a difference, how saying the right thing can turn a failure into...

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Episode 47: Paying Attention to Little Details in Order to Have BIG Impact

Join us as we discuss new expectations for high-rise living, placing your order at a fast food restaurant, and staying top of mind in a world filled with distractions!...

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Episode 46: The Unexpected “Behind the Scenes” Stories of Common Experiences

Learn about the curious experiences of buttons that don’t work, appointments that don’t start on time, and a taste test that defies expectations.  Buttons, Braces, and Botanicals! Oh my!

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Episode 45: Making the Customer Journey Understandable and Efficient

Join us as we discuss 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...

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Episode 44: When Small Mistakes Turn Into BIG Problems

Join us as we discuss several major customer experience fails that were so easy to avoid including: a server blaming the kitchen for a food mistake, a professional sports...

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Episode 43: Avoiding The Dark Side of A Customer Experience

Join us as we discuss how a flight crew delivered an out of this world experience for their passenger, how ending the relationship is just as important as starting...

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