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 27: How Small Customer Experience Improvements Can Add Up

How small customer experience improvements can add up to big changes, why signs tell you more than just where the bathroom is, and the do’s and don’ts of return policies.

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Episode 26: How to Turn Mistakes into Customer Experience Opportunities

How you can turn mistakes into customer experience opportunities, IKEA’s risky marketing move that pays off, and what we can learn from a great meal delivery service.

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Episode 25: Why Anticipating Your Customer’s Needs Makes All the Difference

Why technology is never as easy as it should be, how a commuter train line is anticipating your needs with a simple piece of paper, and one man’s journey across all 50 states.

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Episode 21: A Simple Idea to Build Great Customer Relationships

How something unrelated to your business can be a great way to build strong customer relationships. Why making your life harder is the best way to make the customer experience better.

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Episode 20: How to Surprise Your Customers by Thinking Ahead

How one hotel group won more Michelin stars than any other, why thinking ahead is the best way to surprise your customers, and why the people with your customer are just as important as your customer.

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Episode 18: The Secret Ingredients to a Memorable Customer Experience

A look at how Disney is using CX analytics, what an incredible dinner can teach you about making a memorable customer experience, and what an 80s classic has to do with building your brand.

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Episode 17: How Customer Experience Creates Word-of-Mouth Marketing

Why customer experience is an accumulating asset, how going above and beyond translates into word-of-mouth marketing, and why employee empowerment is key.

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Episode 16: Why the Best Surprise and Delight Moments Are Unscripted

Why exceptional customer service doesn’t happen by accident, how to surprise and delight your customers, and the lessons we can learn from going to the big game.

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Episode 14: How to Create the Ultimate Service Culture

Why a great service culture starts with corporate culture, how brands are pushing new frontiers in experiential marketing, and what gas rewards can teach us about the importance of a frictionless customer experience.

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Episode 13: The Keys to Creating an Exceptional Customer Experience

We look at everything that goes into providing an exceptional customer experience, from making a positive impact when your customers contact support to the crucial element of face time with customers for each member of your organization.

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