Lauren Wood

Yep. I have two last questions for you. We ask all of our guests these. So the first one I would like to hear is, what is the recent experience that you had as a customer that left you impressed?

Yep. I have two last questions for you. We ask all of our guests these. So the first one I would like to hear is, what is the recent experience that you had as a customer that left you impressed?

I mean, here's what I'm picking up on and what you're sharing. It's these little things. Like in the Air France example, it's how it's packaged. The things that were delivered to you for lunch. That whole experience of eating was thoughtful. In this example of the valet, it was not thoughtful. $75 for valet is...

I mean, here's what I'm picking up on and what you're sharing. It's these little things. Like in the Air France example, it's how it's packaged. The things that were delivered to you for lunch. That whole experience of eating was thoughtful. In this example of the valet, it was not thoughtful. $75 for valet is...

I mean, here's what I'm picking up on and what you're sharing. It's these little things. Like in the Air France example, it's how it's packaged. The things that were delivered to you for lunch. That whole experience of eating was thoughtful. In this example of the valet, it was not thoughtful. $75 for valet is...

You feel like someone is attacking you almost just because you happen to be here at this moment and now they're going to charge you a ton of money. And so it's those little experiences that really go a long way.

You feel like someone is attacking you almost just because you happen to be here at this moment and now they're going to charge you a ton of money. And so it's those little experiences that really go a long way.

You feel like someone is attacking you almost just because you happen to be here at this moment and now they're going to charge you a ton of money. And so it's those little experiences that really go a long way.

And when something does go wrong, if there had been many little tiny things that were less than ideal, we'd go back in time and say, oh, well, that happened, and then that happened, and then that happened. And then it becomes a bigger thing. thing. And so it is the little things that matter.

And when something does go wrong, if there had been many little tiny things that were less than ideal, we'd go back in time and say, oh, well, that happened, and then that happened, and then that happened. And then it becomes a bigger thing. thing. And so it is the little things that matter.

And when something does go wrong, if there had been many little tiny things that were less than ideal, we'd go back in time and say, oh, well, that happened, and then that happened, and then that happened. And then it becomes a bigger thing. thing. And so it is the little things that matter.

It's every step of the experience that helps people to either feel like I connect to this brand and this company, or they feel like they aren't actually thinking about me and my best interest.

It's every step of the experience that helps people to either feel like I connect to this brand and this company, or they feel like they aren't actually thinking about me and my best interest.

It's every step of the experience that helps people to either feel like I connect to this brand and this company, or they feel like they aren't actually thinking about me and my best interest.

How do you do that? Now I'm asking you more questions, but I'm just curious to know how do you approach that? Because with so many little things, it can be a lot to... follow and a lot to manage. So what is one strategy that you use?

How do you do that? Now I'm asking you more questions, but I'm just curious to know how do you approach that? Because with so many little things, it can be a lot to... follow and a lot to manage. So what is one strategy that you use?

How do you do that? Now I'm asking you more questions, but I'm just curious to know how do you approach that? Because with so many little things, it can be a lot to... follow and a lot to manage. So what is one strategy that you use?

And having those forums for people to bring those insights back to the organization, bring those insights back to their teams so that we can discuss and iron out those kinks and learn from one another's experience. It's so essential.

And having those forums for people to bring those insights back to the organization, bring those insights back to their teams so that we can discuss and iron out those kinks and learn from one another's experience. It's so essential.

And having those forums for people to bring those insights back to the organization, bring those insights back to their teams so that we can discuss and iron out those kinks and learn from one another's experience. It's so essential.