Customer experience doesn’t end with delivering a great product or service—it’s about every touchpoint, from start to finish. In this episode, Monica reflects on a memorable Usher concert that got her thinking about the moments where businesses often fall short: the exits. Inspired by a glaring flaw at an otherwise phenomenal event, Monica dives into why the end of your customer journey is just as critical as the beginning. Learn how small business owners can turn potential frustrations into opportunities to build lasting loyalty.

Episode Quote: The customer experience is the next competitive battleground. ~Jerry Gregoire

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