Latest Episodes

  • All Segments
  • Agree To Disagree
  • Book Report
  • Check Out This Number
  • CX Press
  • Dissecting the Experience
  • Experience This Live
  • I Love It - I Can't Stand It
  • Make The Required Remarkable
  • Say What!
  • This Just Happened
  • Three Takeaways
  • What Are You Reading?

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...

Play Episode

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...

Play Episode

Episode 42: Delivering Remarkable Experiences to Specific Types of Customers at Specific Times

Join us as we discuss a coffee shop that caters to the deaf community, constructing a media stand without going crazy and, an entire state dedicated to customer experience.

Play Episode

Episode 41: The Summer Vacation Experience

Learn how Hollywood has improved the act of waiting, how the Magic Kingdom continuously commits to customer experience, and how talking in the restroom can create a remarkable experience.

Play Episode

Episode 40: Transform a Customer Into a Brand Ambassador

How one employee turned a customer into a brand ambassador, a photographer focused on experience, and how a luggage company dealt with surprise regulations.

Play Episode

Episode 39: Four Steps for Dealing With Customer Reviews Like a Pro

The best way to get and respond to customer reviews, unexpected CX when your car breaks down on a road trip, and the good and bad aspects of moving.

Play Episode