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 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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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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