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 38: How Nespresso Nails the Customer Experience Lifecycle

How Nespresso accounts for every moment in the customer experience lifecycle, the death of cash, and the problem with introducing new technology to your CX.

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Episode 37: Why Customers Expect a Living Brand Experience

The shift in CX towards a living brand experience, the ins and outs of real estate listings, and why the last day of a customer’s experience is as important as their first day.

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Episode 36: The Role Messaging and Automation Will Play in the Future of Customer Service

Why direct messaging is crucial to the customer experience of tomorrow when a “free” cruise isn’t really free, and how a CEO reports to his employees.

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Episode 35: The Secret to a Great Retail Experience

We follow Joey around for a great day of customer experience including: a doctor’s visit that was actually fun, a visit to Bed Bath & Beyond that gave him new hope for the retail experience, and a wonderful dinner with great presentation.

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Episode 34: The Little Things You Can Do to Create Surprise and Delight

How one company lets you use snail mail to create surprise and delight for your customers, the little things that can make a big impact on the experience, and what blockchain means for the future of CX.

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Episode 33: A Simple Way to Test Your Customer Experience

The question you need to ask yourself to test your customer experience, the greatest hits of retail failures, and the highs and lows of the retail experience.

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Episode 32: Why Adding Friction Early in the Customer Experience Can Create Investment

What the research shows about putting a little friction in your customer experience, the four-step process to hook your customers, and a guide to making great introductions.

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Episode 30: Why Post-Purchase Engagement is the Key to a Successful Brand

How brands are using post-purchase engagement to position themselves in the lives of their customers, how one company turned a typo into viral marketing, and our listeners weigh in on the highs (and lows) of the hotel experience.

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Episode 29: How Your Customer Service Response Can Turn a Bad Experience Into a Remarkable One

How Peloton’s customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC’s clever response to a chicken shortage.

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Episode 28: How an Unexpected Customer Experience Becomes Remarkable

How even a restroom can make for an unexpected customer experience, what most businesses miss about the importance of employee interactions, and why simple is good for everyone.

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