This Just Happened

We love telling stories and sharing key insights you can implement – or avoid! – based on our experiences. Can you believe that THIS JUST HAPPENED?!

Episode 57: Increase Your Value by Humanizing Your Brand

Join us as we discuss: fruits and vegetables that may not look pretty but still taste yummy, the coming of a marketing rebellion led by (who else?) the consumer, and an NBA basketball star who made a little girl’s dream come true. 

Vegetables, Rebellions, and Sneakers. Oh my!

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Episode 55 – The Power of a Personalized Customer Experience

Happy New Year! Join us as we discuss: how a cable company made it easier to find the shows you want, a personalized way to introduce yourself to new customers, and a collection of New Year’s resolutions from the world of customer experience.  

Instructions, Introductions, and Resolutions. Oh my!

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Episode 53 – The Christmas Carol Customer Experience

Enjoy a series of “Christmas carol” variations as we explore call center agent best practices, the downside of a new website, the value of customers, the importance of keeping customers, the impending arrival of AI bots, twelve things to fix in the new year, and a holiday wish for listeners of the Show.

Reindeer, Jingle Bells, and Santa Claus – Oh my!

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Episode 50: Always Make It About the Customer

Join us as we discuss: Why so many big brands are disappearing, the best customer service email ever, and freedom of choice at the ATM.   

Bankruptcy, Advocacy, and Currency! Oh my!

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Episode 49: The Value of Analog Experiences in a Digital World

Join us as we discuss: the live experience that tore apart the art world, the employee side of the experiential coin, and the power of birthday cards to drive annual renewals.   

The Banksy, The Employee, and The Birthday! Oh my!

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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 another try, and why aligning your internal culture with your brand may be the secret to some of the world’s most successful companies.   

Navigating, Motivating, and Integrating. Oh my!

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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!

Building Intention, Ordering Reinvention, and Paying Attention. Oh my!

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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 State’s efforts to make the customer journey efficient and effective.

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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 team not valuing a 34-year season ticket holder, and a B2B partnership that faltered when one company publicly bad mouths the other!

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