Lacey Pease

Like what assumptions have I been making about how my buyers think, how my employees think that I should maybe tear down before we even get into the year?

That's true.

It's going to be a great conversation for that.

Yes.

Yes, for sure.

So, JC, you've worked at a lot of different companies over the year.

Whenever people come to you and say, you know, our customer experience isn't working or maybe even our employee experience is having some gaps.

What do you first think is actually broken?

So you think that just like our definition of experience has maybe kind of pulled away from the actual human experience at the heart of this?

For sure, yeah.

It feels like a lot of the times when we try to define something, we latch on to the how, like how I'm going to do it, how I'm going to measure things, not the actual what is it.

So JC, if you were to redefine customer experience, what would you say?

Yeah.

And this expectation versus experience mismatch, right?

So we see a lot of the times where the experience I'm getting doesn't match my expectation or it exceeds my expectation.

How delightful and wonderful is that when that occurs, right?

So this mismatch where if we get kind of like too latched on to the experience component and don't think about what's the expectation that consumer is coming in with initially, how does a company diagnose that there is this

expectation, experience, mismatch going on.

I relate this back to content.

We make podcasts, obviously, here at Mission.