The Experience Gap: The Insight Shop to the Rescue

Join Scott Moore, CEO of Covalent Partners, as he discusses how important it is to provide an easy and positive experience for your customers. Scott is an avid Red Sox fan and a fan of Boston sports in general. When NESN offered him a deal to add another sports team onto the station he was more than thrilled to take them up on the offer. Listen in to hear what happens when Scotts code disappears a...

We’ve all been there—you're working from home or trying to relax, and suddenly... the internet cuts out. But what happens when not only is the service down , but no one shows up to fix it—not once, but twice? In this episode, Julie shares her frustrating home internet experience: Missed technician appointments Endless loops with bots and live chats No clear path to a real human when it matters...

Join James Field as he shares his frustrating Chick-Fil-A Mobile App Thru experience. As a loyal Chick-Fil-A customer, James expects when he uses the app as the company intends, he should have a quick and seamless experience once he arrives at the drive-thru. Instead, what he finds is his wait is always a lot longer than customers that don't use the app. Chick-Fil-A listen in so that you can b...

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...

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 th...

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 t...

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...

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 d...

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 t...

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 busine...

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.

Beth shares her experience when trying to schedule a doctor appointment for her father and the struggles they had in trying to make this appointment. Beth's LinkedIn: https://www.linkedin.com/in/beth-smits-332b811/ Kate's LinkedIn: https://www.linkedin.com/in/katekompelien/