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“Welcome to The Experience Gap: The Insight Shop to the Rescue, where we turn customer nightmares into teaching moments for businesses. Each week, we bring you real stories of service breakdowns, highlight the moments that matter, and equip businesses with the strategies to delight instead of disappoint.”
更新頻度:
every 8 days
平均音声長:
12 minutes
ゲストインタビュー
英語
アメリカ合衆国
41 エピソード
2025年6月23日から
episodic
最新エピソード 🔗
In this episode, we explore what makes a customer experience feel effortless, thoughtful, and deeply memorable.
Our guest, Surya, shares her experience staying at the Four Seasons on the Big Island of Hawaii — not because of one grand gesture, but because of the way the entire experience seemed to …
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In this episode, we explore the kind of customer experience that does not have to be loud to be memorable.
Surya shares her positive Four Seasons stay and the quiet moments that made her feel cared for, pampered, and fully present — from the calm of nature around her, to thoughtful offers to take …
In this episode, we explore how memorable customer experiences are often created through small, thoughtful moments.
Karen shares two positive CX stories: a hair stylist who listened carefully, offered thoughtful suggestions, aligned on a plan, and added finishing touches at no charge; and a hardwa…
In this episode, I share a personal story about needing a very specific vehicle, on a very specific timeline, while flying in from another state to pick it up.
After a few frustrating dealership experiences, one salesperson and one dealership stood out by responding quickly, solving problems, remo…
What I love about Kristen’s story is that the “magic” wasn’t just the castle, the characters, or the rides. It was the feeling of being cared for at exactly the moment her family needed it most.
Two little kids. A long travel day. A delayed flight. Exhausted parents practically falling into a resta…
When a Brand-New Audi Needs Service: What Happens After the Sale Matters Most
Three weeks after driving off in his brand-new Audi, Daryl found himself back in service for a water pump issue. Not exactly the luxury experience he expected.
In this episode, Daryl shares what happened next: the frustra…
In this episode, Midco flips the script and interviews me about a frustrating customer experience that I had, that ultimately turned into a powerful example of listening and recovery.
I share how I unexpectedly lost internet service after Midco acquired SCI, and how what started as confusion and f…
What happens when a negative customer experience becomes a model for positive change?
In this episode, Midco interviews me about my unexpected service disruption after its acquisition of SCI—and how thoughtful follow-up, leadership outreach, and a genuine desire to improve turned frustration into …
Cory takes us inside his Starbucks mobile app obsession — and trust us, his loyalty runs deep. You might be impressed… or slightly alarmed… by the number of espresso shots he powers through each morning.
Listen in as Cory shares why mobile ordering beats the in-store experience, what keeps him comi…
What makes a family drive two hours and cross state lines for care they could get closer to home?
In this episode, Kenny shares the powerful story of navigating his son’s severe asthma and why Cincinnati Children’s earned his family’s trust.
From the moment they walked through the door, the exper…
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