The Experience Gap: The Insight Shop to the Rescue

Listen in as Mike takes us back to being 14 years old at Best Buy, determined to get the very first Xbox Microsoft ever sold.

What started as a moment of huge anticipation and excitement quickly turned into one disappointing experience after another—ultimately leading him to boycott Best Buy for years.

This episode isn’t really about the Xbox at all; it’s about the power of experience. It’s the story of a boy who, more than 30 years later, still remembers every detail like it was yesterday.

When Ashley tried to move her data from her old iPhone to her new one, it should’ve been a one-tap, one-day upgrade.
Instead, it turned into days of frustration, multiple support channels, conflicting instructions, and a customer who seriously considered giving up.

What took her daughter and husband a single step became a maze for Ashley.

If you’re a telecommunications provider, this episode is your front-row seat to what’s actually broken in your upgrade journey—and what it feels like when your “simple” processes aren’t simple at all.

Listen in to hear:

• Where the experience fell apart for Ashley

• How small points of friction turn into multi-day problems

• What you can change right now to make upgrades easier and more human for your customers

I’m Kate from The Insight Shop. I help businesses find and fix the hidden barriers that keep your customers from doing more business with you.

🎧 Hit play, then ask yourself: If Ashley were my customer, would she stay or would she switch?
If you’re ready to make sure she stays, reach out and let’s talk about your upgrade experience, [email protected].

In this episode Dave discusses his experience using Factor Meal Delivery service.

While he loves the wide variety of options and the tasty meals that are easy to heat and eat, he is often disappointed (40% of the time) when his meals do not show up on time or the order is incorrect.

Great experiences don't happen by accident, at The Insight Shop we help brands find out where customers struggle and fix it fast.

Reach out to [email protected] to start improving your journey today.

Listen in as Rob shares his frustrations when using the Kroger App in-store; accessing his lists, scanning bar codes, using coupons or the lack of a desirable loyalty program.

With 10,000 installs on the Kroger App that is a lot of customers they may be disappointing everyday.

If you want to make your app feel as good as your best store experience, connect with The Insight Shop and we will make your digital aisle shine.

https://theinsightshopllc.com

Tune in to hear Dan talk about ordering custom hockey sportswear for his son.

The lack of communication from the retailer left his son feeling sad and left out as he could not match the look and feel of the rest of his team.

Dan, vs. the retailer, had to be the one to track down the problem and when to expect the item as the retailer was not proactive in letting them know his order would not include his sweatshirt.

Listen in as Jessie Schwartz shares her story about purchasing train tickets in Paris through the app.

Unbeknownst to her, each ticket had to have its own associated account.

Imaging getting off the plane and heading to the train area only to find that she could not get herself and her children through the scanner to get into the departing train area.

When you are on a schedule and you have places to go these situations can ruin a trip.

Listen in as Margo shares her story of trying to use her Cigna Hospital Indemnity Insurance and all of the loop holes she had to and continues to go through to try to get the claim approved.

Consumers expect when they pay for insurance premiums each month, that when they need the care, insurance companies should step forward, pay and make it easy for their customers to use their services.

Join Scott Moore, CEO of Covalent Partners, as he discusses how important it is to provide an easy and positive experience for your customers.

Scott is an avid Red Sox fan and a fan of Boston sports in general. When NESN offered him a deal to add another sports team onto the station he was more than thrilled to take them up on the offer.

Listen in to hear what happens when Scotts code disappears and his experience in trying to get a new code to complete his offer.

It's important to honor your offers and to provide your front line with tools and authority to make it right for your customers.

We’ve all been there—you're working from home or trying to relax, and suddenly... the internet cuts out. But what happens when not only is the service down, but no one shows up to fix it—not once, but twice?

In this episode, Julie shares her frustrating home internet experience:

• Missed technician appointments

• Endless loops with bots and live chats

• No clear path to a real human when it matters most

• And being told she has to pay extra to fix a service she’s already paying for

This story is a powerful reminder that speed and reliability aren't the only things that matter in customer experience—trust, communication, and ownership are just as critical.

If you're in telecom, tech support, or any service-based business, this is a conversation you can’t afford to miss.

Tune in, and ask yourself:

Are we showing up for our customers when it matters most?

The Experience Gap: The Insight Shop to the Rescue

Join James Field as he shares his frustrating Chick-Fil-A Mobile App Thru experience.

As a loyal Chick-Fil-A customer, James expects when he uses the app as the company intends, he should have a quick and seamless experience once he arrives at the drive-thru. Instead, what he finds is his wait is always a lot longer than customers that don't use the app.

Chick-Fil-A listen in so that you can better define how to optimize the drive thru experience for your loyal customers, like James.