Tales from Planet Customer Experience

Join us as Dilyana and Brian talk about having to explain your issues over and over again - and how frustrating that is for customers!

Join us as we discuss a number of different stories - from glucose monitors to massages to food trucks! What do these have in common? Why great customer experience stories of course! Take a listen with us!

Join us as we visit with our friend Vance Morris as he shares some great insights he's learned, including observing a Ritz Carlton executive wiping the bathroom down to ensure more people ensure the experience is clean and pristine!

Join us as we speak with our friend Sarah as she shares some simple but powerful tweaks a nail salon made to their appointment system that gained and kept her as a loyal customer! Let’s just say you’re going to feel gorgeous!

Join us as we talk to our friend Daniel about his experience with a unique mobility company based in Frankfurt, Germany!

Join us as we talk about Brian’s wife’s business and discuss what’s more important - the product or the experience!

Join us as Dilyana and Brian discuss an experience with FedEx that left Dilyana speechless! Is it ok to just tell a customer "no"? We discuss this and how providing a wonderful customer experience is a challenge for any business.

Join us as Dilyana shares a frustrating experience with a recent ballroom dancing competition and how this matters for any business experience.

Join us as we chat with our friend Mark Ross-Smith who has had some fascinating unique experiences in the airline industry trying to provide a creative customer experience.

Join us as we visit with our friend Jen about several powerful experiences she's had lately, including renting a "really cool" car, ordering pizzas, and getting new eye glasses from an unexpected place!

Join us as we chat with our new friend Adrian Swinscoe of the podcast Punk CX about how his experience with an outdoor port-a-potty helped him understand how customer experience (CX) can affect all people - including those with special needs.

Join us as our returning guest Latina Angelova shares another great story about her experience with Bulgarian hair care company BRAVE.NEW.HAIR and its owner - it's a great recipe that should be "rinsed and repeated" everywhere! Be sure to also read Latina's article on LinkedIn.

Join us as Dilyana and Brian share their thoughts and stories about empathy when dealing with customers - and for customers dealing with service providers!

Join us as we talk to our friend Patrycja about a scary airline experience that turned into a lifetime friendship and a story that will amaze you!

Join us as we talk to our friend Liliana about her frustrating experience with healthcare and what we can learn from the consequences.

Join us as we talk to our friend Peter about his disastrous decision to hire a cleaning company and the "adventures" that just kept on coming!

Join us as we visit with our friend Sherrie, who shares with us her customer loyalty experience with birthdays, chocolate cake, and chocolate-chip muffins. And then more chocolate cake! Don't miss it!

Join with us as we visit with our first overseas guest Latina, who shares her outstanding experiences with an online grocery delivery service in Bulgaria!

Join us as we speak with our friend Petya who was accused by a local jeweler of "wearing her ring wrong" - and find out what she ended up doing about it!

Join us as we talk about an experience Brian had many years ago at Walt Disney World with his son and how he lost - and found - his beloved friend Booga!

Join us as a listener shares his experience with trying to get a new phone, switching to a new carrier, and getting pulled back into the world of his old carrier - and not in a good way!

Our friend Sarah joins us to talk about an experience with FedEx that showed her how customer experience can change our perception of failure - with an extra surprise at the end!

Join us as our friend Eric shares his story of five months of frustration culminating in a call from the VP of Legal from a well-known internet provider!

Join us as our friend Gillian shares with us two stories related to her dog Georgia - and how not blaming your customers can help you recover from a bad experience!

Join us as our friend Seth shares a story about trying to re-boot his car as he navigated both terrible and excellent customer experiences!