Latest Episodes

  • All Segments
  • Agree To Disagree
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  • Dissecting the Experience
  • Experience This Live
  • I Love It - I Can't Stand It
  • Listener Stories
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  • Say What!
  • This Just Happened
  • Three Takeaways
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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...

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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...

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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...

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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!...

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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...

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