(If that reference lands, amazing. If not, we’ll just move on.)

Katie is on the podcast, and we’re talking all things customer service — the experiences that made us loyal for life and the ones that… did the opposite.

We’re sharing examples of brands that are doing it really well (and a few that missed the mark), because the way we’re treated genuinely sticks with us. You can probably think of a negative experience pretty quickly, but the positive ones matter just as much. They’re the reason we go back, tell a friend, or send a referral.

For any business, retention and word of mouth are everything. And so much of that comes down to how people feel when they interact with you.

I also made a game day decision (jk, it was mid-editing) to split our conversation into two episodes. This one focuses on real examples. Next week, we’ll get into what actually makes a customer experience stand out and how to create something that leaves a lasting impression.

ALSO. Cascade commercial for your viewing pleasure here.