The Experience Gap: The Insight Shop to the Rescue

Listen in as Korrie talks about her fabulous vacation that turned sour after she and her husband tried to get back to the US, from Canada on West Jet Airlines.

What should have ended on a perfect note, turned sour and very expensive.

If only the airline would have kept the best interest of their passengers in mind, they would have had a loyal couple. Now they have a couple that will never fly them again.

Listen in as Diana Leza Sheehan talks about her experience with inconsistent internet experience and how it affected her business and her family life.

Why could one internet provider quickly find the problem of why her internet was dropping while her current provider could not and why do internet companies believe they can charge their customers for problems with their service.

Find out more in this episode.

Listen in as Brett talks about how he had to navigate his group of 8 from Chicago to Florida the day after Christmas due to lack of communication from Southwest Airlines.

When things go wrong, as they sometimes can, it is important to be in constant communication with your customers so they can make decisions on their next travel steps.

Keeping customers in the dark is one sure way to lose their trust and loyalty.

If you are known for good customer service, you are expected to live up to that during easy and hard times.

Listen in to hear what Doug Topken has to say about his experience working with a home contractor.

His story highlights how a fantastic beginning experience doesn't always lead to a great remodel experience and how he, as a consumer, should have been more diligent on ensuring what was promised was actually delivered.

The home contractor space is rapidly growing so those contractors who provide a great experience will win.

Doug has two more bathrooms to remodel and his current contractor will not have the opportunity to remodel those, due to the disappointing bathroom remodel experience.

Join us as Kevin recounts his experience of a startling disconnect between leadership and the front line.

Armed with detailed documentation, he expected a swift, straightforward resolution but found himself stalled by a rigid frontline script that prevented any real progress.

Frustrated, Kevin took his story to social media and to his surprise, it was leadership’s intervention there that finally delivered a successful outcome.

Tune in to discover how this situation could have been resolved correctly the first time.

What starts as a simple vacation car rental quickly turns into a saga of confusion, miscommunication, and unexpected chaos.

In this episode, Justin recounts his unbelievable experience with Nu Car Rentals complete with baffling mix-ups, radio silence from customer service, and a shocking lack of transparency at every turn.

From the moment he landed, Justin found himself navigating more than just the roads. Hear how this rental nightmare hijacked his vacation and why it left such a lasting and negative impression.

Listen in as Greg shares his auto claims experience with State Farm. Insurance companies should think through how to provide better access to humans that can understand their customers needs, handle their claim in a timely manner so that their customers can get back to driving their cars as soon as possible.

Wendy shares her story of trying to coordinate care for her mother and the struggles she had with consistent messaging, engaging with employees that did not do their job and even having to fight the state to get coverage back for her mother.

While Alex shares his Acura experience, think about the following:

1) Make it easy for your customers to share their feedback or they will quietly leave your brand

2) Listen to their problem and do what you can to make it right for your customer

3) Loyalty matters and should be rewarded

4) Negative WOM hurts brands and causes customers to leave to find a brand that will make it easier to do business with

It's important for companies to have policies in place to deal with harassment of any kind. Listen in to hear Jill's experience of how the gym she belongs to successfully navigated a resolution to allow Jill to continue to feel safe at the gym.