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.

Bite-Sized Delights From the Episode:

• Why an unexpected customer experience creates powerful word-of-mouth.
• The difference between how you think you impact your brand and how customers experience it.
• How you can take a page from the Cubs.
• An opportunity to learn more about customer experience.

Are You Looking for Things We Referenced?

• "Brands and Consumers Differ on What Makes a Poor Brand Experience" by Jennifer King
• Smarter CX by Oracle
• The Oracle Modern Customer Experience Conference, April 10-12 in Chicago