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 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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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.

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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.

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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.

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