The Experience Gap: The Insight Shop to the Rescue

In this episode, we explore what makes a customer experience feel effortless, thoughtful, and deeply memorable. Our guest, Surya, shares her experience staying at the Four Seasons on the Big Island of Hawaii — not because of one grand gesture, but because of the way the entire experience seemed to work together. The layout, the flow, the quiet beauty of the environment, and the way staff anticipat...

In this episode, we explore how memorable customer experiences are often created through small, thoughtful moments. Karen shares two positive CX stories: a hair stylist who listened carefully, offered thoughtful suggestions, aligned on a plan, and added finishing touches at no charge; and a hardware store employee who stepped in without being asked to help with planters and load them into the car....

In this episode, I share a personal story about needing a very specific vehicle, on a very specific timeline, while flying in from another state to pick it up. After a few frustrating dealership experiences, one salesperson and one dealership stood out by responding quickly, solving problems, removing friction, and making the entire process feel easy. It’s a great reminder that customers remember...

What I love about Kristen’s story is that the “magic” wasn’t just the castle, the characters, or the rides. It was the feeling of being cared for at exactly the moment her family needed it most. Two little kids. A long travel day. A delayed flight. Exhausted parents practically falling into a restaurant booth on night one. That is usually the setup for the classic parent line: “It’s a trip, not a...

When a Brand-New Audi Needs Service: What Happens After the Sale Matters Most Three weeks after driving off in his brand-new Audi, Daryl found himself back in service for a water pump issue. Not exactly the luxury experience he expected. In this episode, Daryl shares what happened next: the frustration of waiting nearly six weeks for a repair, the lack of proactive updates from the dealership, and...

In this episode, Midco flips the script and interviews me about a frustrating customer experience that I had, that ultimately turned into a powerful example of listening and recovery. I share how I unexpectedly lost internet service after Midco acquired SCI, and how what started as confusion and frustration became a positive experience when Midco leaders reached out, owned the issue, and worked to...

Cory takes us inside his Starbucks mobile app obsession — and trust us, his loyalty runs deep. You might be impressed… or slightly alarmed… by the number of espresso shots he powers through each morning. Listen in as Cory shares why mobile ordering beats the in-store experience, what keeps him coming back, and the lessons leaders can take from a customer experience that’s fast, easy, and habit-for...

What makes a family drive two hours and cross state lines for care they could get closer to home? In this episode, Kenny shares the powerful story of navigating his son’s severe asthma and why Cincinnati Children’s earned his family’s trust. From the moment they walked through the door, the experience felt connected—scheduling, communication, physician notes, and follow-up all working together as...

What does it mean for a brand when hundreds of protein bar boxes are sitting open on a Target shelf? In this episode, Jessica breaks down what may have caused the packaging failure, why testing matters before products reach major retailers, and how something as simple as glue can have a major impact on shopper trust, brand perception, and purchase decisions. For companies looking to get packaging...

Listen in as Steve shares why the Starbucks app stands out as a masterclass in seamless ordering and pickup—every step feels intentional, intuitive, and built around what customers actually need in the moment. Steve, author of Leader’s Leap and Remarkable Retail , connects that experience to what great leadership looks like: designing from the human perspective, getting crystal-clear on the person...

Listen in as Mark shares how Iceland surprised him with a family-friendly travel experience from start to finish. His journey starts with Icelandair providing a bassinet, gate staff welcoming them with a plushie for his baby and and even an escort through customs on arrival, right to an agent. Along the way, small moments made a big difference: warmed milk at a café (on the house), a rental car wa...

Listen in as Kara shares a standout customer experience with Molly Keyser’s Freedom Creation Club—one that turned a potential pricing frustration into a moment of real trust. Over a busy holiday weekend, Kara noticed her subscription (recently purchased on sale) was now being offered for even less. She reached out expecting a slow, complicated back-and-forth. Instead, she got a fast response and a...

What makes travel planning feel effortless and what makes it frustrating? In this episode, Brian shares a standout customer experience using Google Flights to plan his family's Spring Break. Together, we unpack the specific attributes behind a positive experience with AI-powered tools, where the real magic isn’t only in what you’re shown, but how smoothly you can act on it and book with confid...

Join us as we flip the script and share positive customer experiences to start off 2026. Brian shares his wonderful experience pulling into the parking lot of Americas Tire. Listen in as he shares what made this experience so memorable and see what you can take a way to make your own customer experiences great. If you’re responsible for improving CX at your company, think of us as your research pi...

Listen in as Shmuel shares a standout in-store experience at Verizon while upgrading his phone and plan—and why it worked so well. From the moment he walked in, he was greeted quickly and treated like his time mattered. A store associate didn’t just “process the transaction,” they walked him through his options, surfaced promotions and deals he didn’t even know existed, and helped him feel confide...

Holiday travel is stressful enough. For Jim, Delta’s communication made it worse. He only learned his first flight was cancelled five minutes after boarding was supposed to start—even though the plane had never left its previous destination. Then, on his rescheduled flight, passengers were told at boarding time that while the aircraft was there, it wasn’t going anywhere: the crew was already over...

Ryan Green thought he was checking a simple box: order mittens for his 4-year-old son on Amazon and fast. When the package arrived, the “mittens” were shockingly tiny, paper-thin, and barely wearable (more like something that would fit a dog’s paws than a kid headed into cold weather). The disappointment hit hard: they wouldn’t keep little hands warm, and now Ryan’s stuck in the all-too-familiar c...

Ever had an eye exam that felt more like a drive-thru than healthcare? In this episode, you’ll hear why taking time with patients is the difference between a forgettable visit and a genuinely good experience . Jessica left Target Optical for Pearle Vision, assuming a brand focused solely on eye care would feel more professional than having her exam next to people buying bananas. Instead, she went...

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 st...

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 yo...

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...

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 yo...

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 inclu...

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...

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.