Experience This!
190 episodes - English - Latest episode: about 1 year ago - ★★★★★ - 53 ratingsWelcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have more fun in the process. A fun collection of quick-hit segments filled with deep learning and takeaways, you don’t want to miss this audio experience! Find show notes and more goodies at http://www.experiencethisshow.com
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Episodes
EP085: Driving, Enhancing, and Calculating!
December 24, 2019 08:00 - 31 minutes - 72.9 MBLearn why it's important to maintain a standard of excellence, why you may need to fix things about your business that aren't broken, and why a simple math error can cause your customers to lose their trust in you. Bite-Sized Delight From the Episode: • Be Careful About Raising the Bar - Explore how maintaining a standard of excellence will set you apart from the competition. • If It Ain't Broke, It May Need Fixing - Learn why it's important to improve and enhance all aspects of the busi...
EP084: Cleansing, Nursing, and Wasting!
December 17, 2019 08:00 - 29 minutes - 67.4 MBLearn about a new hot spot in Las Vegas serving an unusual target market, creative ways to build a relationship with your desired audience, and the impact of sending thoughtless messages to long term customers. Bite-Sized Delight From the Episode: • A Wellness Resort in Sin City - Discover a new resort targeting a growing customer base of travels to Las Vegas. • Smart Partnerships Build Loyalty - Explore how aligning with a company serving your target market helps build your brand reputa...
EP083: Groceries, Transitions, and Waiting!
December 10, 2019 08:00 - 30 minutes - 28.2 MBLearn why it's important to ask your customers what they think about your changes, how to make transitions less turbulent for customers, and how to make the wait a memorable customer experience! Bite-Sized Delight From the Episode: • Listen Before Changing Things - Check in with your customers before assuming they will love your new and improved changes. • Consider Customers During Any Transition - Keep the customer experience in mind when big transitions occur in your company. • Make t...
EP082: Pizzability, Usability, and Adaptability!
December 03, 2019 08:00 - 31 minutes - 72.2 MBLearn about a restaurant designed to create an inclusive environment, the importance of creating user-friendly experiences for the elderly, and how the experience of health care is failing elderly patients. Bite-Sized Delight From the Episode: • An Atmosphere of Inclusion - Discover a restaurant that creates an inclusive experience for customers and employees of all types. • Make Experiences User-Friendly for Elderly Customers - Explore the often overlooked senior citizen experience with...
EP082: Pizzability, Usability, and Adaptability
December 03, 2019 08:00 - 31 minutes - 72.2 MBLearn about a restaurant designed to create an inclusive environment, the importance of creating user-friendly experiences for the elderly, and how the experience of health care is failing elderly patients. Bite-Sized Delight From the Episode: • An Atmosphere of Inclusion - Discover a restaurant that creates an inclusive experience for customers and employees of all types. • Make Experiences User-Friendly for Elderly Customers - Explore the often overlooked senior citizen experience with...
EP081: Bandwidth, Barriers, and... Banksgiving?
November 26, 2019 08:00 - 37 minutes - 85.5 MBLearn about the ever-changing role of the chief experience officer, a charity that has revolutionized the donor experience, and a bank that decided to grant every wish. Bite-Sized Delight From the Episode: • A Role that Continues to Evolve - The role of a chief experience officer is ever-evolving and critical to the success of a company. • Make the Donor Experience Memorable - Discover how a clean water charity is revolutionizing the donor experience. • A Bank that Gives Money Away - Fi...
EP080: Gift Giving, Code Breaking, and Artifact Creating!
November 19, 2019 08:00 - 31 minutes - 72.2 MBExplore how past experiences can trigger current emotions, how creative play can produce qualified employment candidates, and how strategic appreciation can keep your customers coming back for more. Bite-Sized Delight From the Episode: • Draw Out Stories from Your Clients - Learn how nostalgic memories and personal stories can provide you with the information you need to create memorable experiences. • Use Strategic Play to Recruit - Discover how your employees' hobbies can help you fin...
EP080: Gift Giving, Code Breaking, and Artifact Creating
November 19, 2019 08:00 - 31 minutes - 72.2 MBExplore how past experiences can trigger current emotions, how creative play can produce qualified employment candidates, and how strategic appreciation can keep your customers coming back for more. Bite-Sized Delight From the Episode: • Draw Out Stories from Your Clients - Learn how nostalgic memories and personal stories can provide you with the information you need to create memorable experiences. • Use Strategic Play to Recruit - Discover how your employees' hobbies can help you fin...
EP079: Sharing, Shaving, and Singing!
November 12, 2019 08:00 - 28 minutes - 64.3 MBLearn about our listeners' remarkable customer experiences, explore the advantages and disadvantages of subscription services, and get creative to provide a remarkable and memorable experience! Bite-Sized Delight From the Episode: • Positive Experiences Get Shared Even More - Customers are actually more willing to share a positive experience than a negative one. • The Subscription Experience - Save money, enjoy convenience, and get access to new products before other customers. • Improv...
EP078: Intervening, Introspection, and Interacting!
November 05, 2019 08:00 - 31 minutes - 72 MBLearn how artificial intelligence can enhance customer support, how entrepreneurs can find inspiration in self reliance, and how one customer's behavior can impact another customer's experience. Bite-Sized Delight From the Episode: • Artificial Intelligence Helps Connect - Using artificial intelligence to shape language and guide customer service representatives as they speak with clients. • Historical Inspiration for Modern Marketers - Daily meditations and musings offer motivation and ...
Cooks, Photographers, and Ditchers!
October 29, 2019 07:00 - 35 minutes - 81.2 MBLearn how you can turn a negative experience into a lifelong customer, how customizing imagery can create personal connection, and how important it is to develop your personal brand. Bite-Sized Delight From the Episode: • Turn a Negative Customer Experience into a Lifelong Customer - by giving customers the benefit of the doubt and treating them as you would treat a friend, you honor their investment of time, money, and effort to become a customer. • Personalize the Experience with Custo...
EP077: Cooks, Photographers, and Ditchers!
October 29, 2019 07:00 - 35 minutes - 81.2 MBLearn how you can turn a negative experience into a lifelong customer, how customizing imagery can create personal connection, and how important it is to develop your personal brand. Bite-Sized Delight From the Episode: • Turn a Negative Customer Experience into a Lifelong Customer - by giving customers the benefit of the doubt and treating them as you would treat a friend, you honor their investment of time, money, and effort to become a customer. • Personalize the Experience with Custo...
EP076: Automating, Researching, and Anticipating!
October 22, 2019 07:00 - 26 minutes - 61.4 MBLearn about the perils of automated prospecting, the benefits of taking a few minutes to do your homework BEFORE speaking with a prospect, and how your reputation can precede you - in both good and bad ways. Bite-Sized Delight From the Episode: • Be Careful with Your Automations - While automation makes things easier, it is not a good choice for an initial communication with a prospect - especially if the automation doesn’t feel personalized. Make the first impression a personal one. • T...
EP075: Manipulations, Massages, and Madelines - Oh My!
October 15, 2019 07:00 - 32 minutes - 73.6 MBLearn how sometimes what you see isn’t necessarily wise to believe, how to create a remarkable experience in a commoditized industry, and why the sense of smell plays a huge role in brand perception. Bite-Sized Delight From the Episode: • Experience a deepfake - a frightening trend in video creation that requires viewers to be skeptical of what they see. • Explore how a fantastic salon sets achievable and understandable goals for their staff so the client's experience is the best experie...
EP075: Manipulations, Massages, and Madelines!
October 15, 2019 07:00 - 32 minutes - 73.6 MBLearn how sometimes what you see isn’t necessarily wise to believe, how to create a remarkable experience in a commoditized industry, and why the sense of smell plays a huge role in brand perception. Bite-Sized Delight From the Episode: • Experience a deepfake - a frightening trend in video creation that requires viewers to be skeptical of what they see. • Explore how a fantastic salon sets achievable and understandable goals for their staff so the client's experience is the best experie...
EP074: Binging, Auto-Adding, and Considering!
October 08, 2019 07:00 - 32 minutes - 74.4 MBLearn about the benefits of rewriting your message to acknowledge your customers’ behavior, the pros and cons of sharing your email address, and the perils of always being connected. Bite-Sized Delight From the Episode: • Pay Attention to Your Customers’ Shifting Behaviors - Netflix’s show Nailed It! acknowledges the shift towards binge-watching episodes, and concludes each episode with an introduction to the following episode. This encourages viewers to keep watching. How can you adjust...
EP073: Engaging, Squinting, and Interacting!
October 01, 2019 07:00 - 30 minutes - 70.2 MBLearn about the future of customer engagement, why it pays to read the fine print, and how human-to-human interactions are the key to customer experience success. Bite-Sized Delight From the Episode: • Learn What Your Customers Really Want - SAP Customer Experience has a new website - The Future of Customer Engagement and Commerce - that offers dozens of articles on important CX topics • Encouraging Your Customers to Read the Fine Print - a woman won $10,000 for reading the fine print in...
EP072: Eliminating, Expiring, and Understanding!
September 24, 2019 07:00 - 30 minutes - 68.8 MBLearn about one of the biggest annoyances in air travel, treating your most loyal customers poorly, and the importance of learning all you can about your customers. Bite-Sized Delight From the Episode: • Consider How You’re Treating Your “Middle Seat” - on airlines, the middle seat is the worst customer experience. How are you using creativity and technology to enhance the “middle seat” experience in your business? • Expiring Customer Loyalty Rewards Doesn't Feel Very Loyal to the Custom...
EP071: Bananas, Baseball, and Yellow Tuxedos!
September 17, 2019 07:00 - 37 minutes - 68.9 MBLearn about an entertainment spectacle with some baseball in the middle, building a culture of experience, and how to be successful by standing out. Bite-Sized Delight From the Episode: • Find Ways to Make the Required Elements of Your Business Remarkable - at every turn, look for ways to inject excitement into the mundane and create lasting memories for your customers. • Make Your Core Values Front and Center - find ways to put your core values in front of your employees so they have a ...
Season 4 Preview
September 12, 2019 06:32 - 1 minute - 2.47 MBGet ready for Season 4 of the Experience This! Show, with your hosts Joey Coleman and Dan Gingiss.
EP070: LEGO, Leverage, and Lobbies!
May 28, 2019 07:00 - 34 minutes - 31.6 MBLearn the key takeaways from a designer of colored bricks, how behind the scenes activity can support your customer-facing activity, and how the art inside the front door can set the tone for a stay. Bite-Sized Delight From the Episode: • Every step of the journey (even before and after they interact with you) is relevant to the customer’s experience. • How delegation can help you deliver remarkable experiences in each interaction. • How art and aesthetics can establish first impression...
EP069: Emojis, Surveys, and Sodas!
May 21, 2019 07:00 - 30 minutes - 70 MBLearn how to identify customer sentiment using more than just words, why asking for feedback shouldn’t annoy customers, and how a new store operates without cashiers. Bite-Sized Delight From the Episode: • How to analyze emojis to determine customer sentiment. • What types of questions you DON’T want to ask your customers. • How Amazon’s Go Store in changing the convenience store experience. Are You Looking for Things We Referenced? • Amazon Go Store Get more resources and the ful...
EP068: Choosing, Perusing, and Browsing!
May 14, 2019 07:00 - 30 minutes - 27.7 MBLearn about the role of gender in artificial intelligence, explaining a printed piece of paper using a video, and taking an online store into a real world setting - at the mall. Bite-Sized Delight From the Episode: • How to remover gender roles from A.I. Voice Assistants. • How video can make paper bills easier to understand. • How Amazon’s 4-Star Store brings e-commerce to life in a shopping mall. Are You Looking for Things We Referenced? • The World’s First Genderless A.I. Voice i...
EP067: Smiles, Sodas, and Sips!
May 07, 2019 07:00 - 34 minutes - 31.3 MBLearn about how humor can play a role in the customer experience, an unlikely alliance of fierce competitors, and a marketplace that helps bars set prices based on supply and demand. Bite-Sized Delight From the Episode: • How humor can connect a brand to an audience and in the process, build loyalty. • How rival companies can work together for a greater good. • How product pricing can create a dynamic, entertaining customer experience. Are You Looking for Things We Referenced? • The...
EP066: Gargoyles, Rings, and Birthdays!
April 30, 2019 14:44 - 33 minutes - 30.4 MBLearn about embracing conspiracies to liven up your experience, making everything you touch part of the experience, and paying attention to your customers' celebrations so you can join them in the festivities. Bite-Sized Delight From the Episode: • How conspiracy theories about your brand can enhance your customers’ experience • How a biometric wearable uses every touchpoint to shape the experience • How to make the most of your customers’ birthdays Are You Looking for Things We Ref...
EP065: Highlights, Highfliers, and High Points!
April 23, 2019 07:00 - 38 minutes - 35.6 MBLearn about the best parts of an international customer experience conference, the most remarkable experiences of the last year as shared by the listeners in our LIVE audience, and the true state of customer experience in 2019! Bite-Sized Delight From the Episode: • The most memorable moments from EmpowerCX 2019. • What stands out as the best experiences from the last year. • The best and worst aspects of customer experience in 2019. Are You Looking for Things We Referenced? • Empo...
EP064: Robots, Acronyms, and iPhones!
April 16, 2019 07:00 - 33 minutes - 31 MBLearn about a coffee shop without any people in it, a bank advertisement without understandable words in it, and what we love and can't stand about that one device with so many cool things in it! Bite-Sized Delight From the Episode: • How to stand out from the competition with robotic and technological enhancements. • How to avoid customer confusion by using understandable language. • What we can learn from smartphones when thinking about our own product/service development. Are You...
EP063: Prima Donnas, Penguins, and Pasta!
April 09, 2019 07:00 - 29 minutes - 27 MBLearn about using experience to attract new audiences, building natural tourist attractions, and an Italian meal to remember - in Australia?! Bite-Sized Delight From the Episode: • How to engage your audience early on to build long-term fans. • How to design every aspect of your engagement to serve the product and the customer. • How to design a business where the front line employees are as valuable to your reputation as your product or service. Are You Looking for Things We Refere...
EP062: Responding, Rescheduling, and Recovering!
April 02, 2019 07:00 - 26 minutes - 24.6 MBLearn about new tactics to enhance your customer service in social media, how one school district deals with frustrated parents on snow days, and the airline that saved a wedding. Bite-Sized Delight From the Episode: • How to better serve your customers across all social media platforms. • How to explain and empathize when communicating about unfortunate situations that will impact your customers. • How to go the extra mile for a customer - and provide the opportunity for others to wat...
EP061: Premium Service, Curriculum and Packaging!
March 26, 2019 06:30 - 29 minutes - 27.4 MBLearn about why some customers should get better service than others, the keys to employee learning and development, and how you can use packaging to make a great first impression. Bite-Sized Delight From the Episode: • How levels of service can differ depending on how “frequently” you are a customer. • How to maximize life long learning across your employee base. • How memorable packaging can make a lasting and powerful first impression. Are You Looking for Things We Referenced? •...
EP060: Glasses, Voices, and Choices!
March 19, 2019 07:00 - 32 minutes - 30.2 MBLearn how one company used a modern vision to disrupt a centuries old industry, how technology makes it easier to listen to the voice of your customers, and how a credit card company optimizes for cardholder choice and convenience. Bite-Sized Delight From the Episode: • How taking care of the kids can make a retail experience delightful for the parents. • How listening to the silence can help you understand what your customers are thinking. • How anticipating what your customers need (...
EP059: Liberals, Conservatives, and Can't We All Just Get Along!
March 12, 2019 15:27 - 24 minutes - 22.9 MBLearn about how extreme political views can affect your customers’ decision making, why the U.S. federal government shutdown had wide ranging “experience” impact, and how brands can help unite a divided nation. Bite-Sized Delight From the Episode: • How the extreme political beliefs of your customers can impact your customer experience. • How to turn challenges your customers face into moments of customer experience delight. • How your organization can help unite a divided country. ...
EP058: Individuals, Ichiban, and Interest!
March 05, 2019 08:00 - 33 minutes - 30.4 MBEmpowerCXLearn about cutting edge customer journey mapping, counting the many customer experiences of Tokyo, Japan, and what to do when someone wants to learn more about your company but isn't quite ready for the sale. Bite-Sized Delight From the Episode: • How mapping individual customer journeys on a case-by-case basis creates remarkable touchpoints. • How the attention to detail in Tokyo, Japan makes for breathtaking interactions. • How to properly handle inquiries that aren’t ready...
EP057: Vegetables, Rebellions, and Sneakers!
February 26, 2019 08:00 - 32 minutes - 29.4 MBBite-Sized Delight From the Episode: • How “re-branding” bad produce creates loyal customers. • How author Mark Schaefer sees customers as leading the next marketing rebellion. • How Stephen Curry took the time to address a loyal fan - and change the conversation around gender-based products. Are You Looking for Things We Referenced? • Imperfect Produce • Marketing Rebellion: The Most Human Company Wins - by Mark Shaefer • The Curry 6 Get more resources and the full show notes at ...
EP056: Surveys, Situations, and Saviors!
February 19, 2019 12:40 - 35 minutes - 32.4 MBLearn what customers have to say about customer experience, how packaging can be designed for specific situations, and how one pizza brand saved New Year's Eve. Bite-Sized Delight From the Episode: • Why customers want to share their positive brand experiences online. • How the best companies anticipate their customers’ wants and needs when designing the packaging for their products. • How DiGiorno’s pizza “saved the night” when Papa John’s and Domino’s failed to deliver. Are You Lo...
EP055: Instructions, Introductions, and Resolutions!
December 31, 2018 08:00 - 36 minutes - 33.5 MBLearn how a cable company made it easier to find the shows you want, a personalized way to introduce yourself to new customers, and a collection of New Year's resolutions from the world of customer experience. Bite-Sized Delight From the Episode: • How using voice technology can help all of your customers use your products and services better. • How personalized video messages help get new customer relationships off to a great start. • How to develop New Year’s resolutions to enhance...
EP054: Tribal, Technical, and Bibliographical!
December 24, 2018 08:00 - 38 minutes - 35.9 MBLearn about implementing ancient wisdom into your employee and customer training efforts, taking a painful process and making it enjoyable every step of the way, and using iconic talk triggers to conveniently enhance your customer experience. Bite-Sized Delight From the Episode: • How tribal teachings around observation, story-telling, and gamification provide insight about effective training. • How removing obstacles can enhance your customers’ enjoyment and ease of use. • How three ...
EP053: Reindeer, Jingle Bells, and Santa Claus!
December 18, 2018 08:00 - 23 minutes - 21.7 MBEnjoy the “Christmas carol” versions of a call center agent best practices, the downside of a new website, the value of customers, the importance of keeping customers, the impending arrival of AI bots, twelve things to fix in the new year, and a holiday wish for listeners of the show. Bite-Sized Delight From the Episode: • Randy the Call Center Agent (Rudolph the Red Nosed Reindeer) • Navigating Your New Homepage (Winter Wonderland) • Customers! (Jingle Bells) • Keep the Customers (De...
EP052: Caffeinated, Educated, and Articulated!
December 11, 2018 08:00 - 32 minutes - 30.1 MBLearn about a coffee shop that helps patrons get their mojo on, how to leverage the knowledge of all of your customers in one place, and why words matter - if you want to sound smart. Bite-Sized Delight From the Episode: • How Mojo Coffee in Chicago stands out in the marketplace by focusing on (1) the in-store customer experience and, (2) the employee experience. • How online communities and help your customers succeed in using your product while also driving them back to your website ...
EP051: Fliers, Criers, and Clippers!
December 04, 2018 08:00 - 28 minutes - 26.5 MBLearn about avoiding turbulence at 35,000 feet with Delta Airlines, how to properly welcome someone at the border courtesy of UK Customs, and getting a haircut - at the airport?! Bite-Sized Delight From the Episode: • How Delta Airlines was able to use technology and thinking collaboratively with their pilots to make their flights the smoothest in the sky. • How giving new customers (or new visitors to your country) a "warm embrace" helps set the tone for a remarkable experience. • ...
EP050: Bankruptcy, Advocacy, and Currency!
November 27, 2018 08:00 - 25 minutes - 24.5 MBLearn about the reasons why so many big brands are disappearing, the best customer service email ever, and freedom of choice at the ATM. Bite-Sized Delight From the Episode: • Why almost every industry is suffering from commoditization, low barriers to entry, and low switching costs for consumers - which is forcing companies to adopt a customer-centric mindset instead of a product-centric mindset in order to stay afloat. • How a pet brand continues to build life-long customers, time and...
EP049: The Banksy, The Employee, and The Birthday!
November 20, 2018 08:00 - 35 minutes - 32.9 MBBite-Sized Delight From the Episode: • What happens when the “experience” becomes the “product” we are selling to customers and the “product” is the “experience” they are buying. • How brands that focus on creating a remarkable employee experience, end up getting a remarkable customer experience in the process. • How to maximize analog experiences in a digital world. Are You Looking for Things We Referenced? • “Banksy's shredded Sotheby's art was a rebuke of empty consumerism from a m...
EP048: Navigating, Motivating, and Integrating!
November 13, 2018 08:00 - 31 minutes - 30.1 MBLearn how the words in your website navigation actually make a difference, how saying the right thing can turn a failure into another try, and why aligning your internal culture with your brand may be the secret to some of the world’s most successful companies! Bite-Sized Delight From the Episode: • How the labels used for your website navigation make a difference when it comes to customer retention and engagement. • How your response to failure helps you connect with customers and keep...
EP047: Intention, Reinvention, and Attention!
November 06, 2018 08:00 - 29 minutes - 27.1 MBLearn about new expectations for high-rise living, advances in fast food restaurant order placement, and techniques to stay top of mind in a world filled with distractions! Bite-Sized Delight From the Episode: • How in an era where people like to share their experiences (especially on social media) you can make sure to give your customers a great experience that is "something to talk about!” • How to incorporate powerful human-to-human opportunities for connection - despite the fact tha...
EP046: Buttons, Braces, and Botanicals!
October 30, 2018 07:00 - 28 minutes - 27.1 MBLearn about crosswalk and elevator buttons that don't work, medical appointments that don't start on time, and a taste test that defies expectations! Bite-Sized Delight From the Episode: • How the “illusion of control” can make a customer feel a sense of ownership, when in reality, they have no control over the situation at all. • How combining the acknowledgment of a mistake with a small gift can turn a customer’s experience from a frown to a smile. • How transforming a taste-testing ...
EP045: Mazes, Phrases, and Passports!
October 23, 2018 07:00 - 28 minutes - 27.1 MBLearn about the less-than-straight path of the typical B2B customer, the power of words as demonstrated by the one and only Mr. Rogers, and The Department of State’s efforts to make the customer journey efficient and effective! Bite-Sized Delight From the Episode: • How the non-linear, B2B customer journey is filled with efforts to find information, validate that information, and then align the seven internal stakeholders who need to buy in. • How Mr. Rogers applied a 9 step process to m...
EP044: Salads, Sports, and Stupidity!
October 16, 2018 07:00 - 31 minutes - 29.3 MBLearn about major customer experience fails that were so easy to avoid including: a server blaming the kitchen for a food mistake, a professional sports team not valuing a 34-year season ticket holder, and a B2B partnership that faltered when one company publicly bad mouthed the other! Bite-Sized Delight From the Episode: • How remarkable customer experiences hinge on having well-trained, happy employees who proudly represent your brand and understand their critical contribution to the cu...
EP043: Eclipsing, Canceling, and Moving!
October 09, 2018 07:00 - 31 minutes - 28.9 MBLearn about a flight crew’s commitment to deliver an “out of this world” experience for their passenger, how ending a relationship is just as important as starting a relationship, and how moving doesn't have to be a nightmare experience. Bite-Sized Delight From the Episode: • How Southwest airlines went above and beyond to help a passenger create a once-in-a-lifetime photograph of The Great American Eclipse • Why Audible’s process for canceling a subscription will keep customers coming b...
EP042: Signing, Assembling, and Governing!
October 02, 2018 17:31 - 31 minutes - 28.8 MBLearn about a coffee shop that caters to the deaf community, constructing a media stand without going crazy, and an entire state dedicated to customer experience. Bite-Sized Delight From the Episode: • How Starbucks’ commitment to customer experience led to the creation of a store designed to serve deaf and hard of hearing patrons • Target’s emotional handholding and confidence building for customers assembling furniture • What government agencies can learn when they commit to customer ...
EP041: Universal Waiting, Disney Committing, and Myrtle Moaning!
September 25, 2018 14:07 - 32 minutes - 30.7 MBLearn how Hollywood has improved the act of waiting, how the Magic Kingdom continuously commits to customer experience, and how talking in the restroom can create a remarkable experience. Bite-Sized Delight From the Episode: • How Universal Studios cracked the code on waiting. • Three principles Disney committed to in order to enhance the customer experience • The Remarkable experience of Moaning Myrtle in the Universal Studios restroom Are You Looking for Things We Referenced? • Uni...