Learn about reconnecting with familiar brands in the COVID-era, when temperature impacts the client experience, and a lawyer’s office that is fun to visit.

Bite-Sized Delight From the Episode:

• Make Apologies about Your Customers - Delta welcomes back flyers with new protocols and apologizes for not meeting customer expectations.

• Clear, Consistent Customer Communication Avoids Frustration - An air conditioning company’s failure to communicate costs them the project and a long-term customer.

• Unexpected Experiences in Unexpected Places Create Remarkable Interactions - A law firm with “The World's Greatest Toy Closet” creates a memorable interaction for their client’s children.

Are You Looking for Things We Referenced?

• Delta’s Apology for Not Meeting Customer Expectations

• The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share - by Dan Gingiss

• Shaheen Law Firm (Richmond, VA) - home to The World’s Greatest Toy Closet

Learn more about the Experience This Show and the hosts:

• Joey Coleman

• Dan Gingiss