Lauren Wood

But we have to listen and we have to see what are those needs, even if they're not stated as a need. I think most of us have no idea some of the friction or problems that we have in our day-to-day lives, because we don't consider them to be problems because we've just become used to it. But then once we have a solution, it's like the Starbucks thing. Why would you wait in line?

But we have to listen and we have to see what are those needs, even if they're not stated as a need. I think most of us have no idea some of the friction or problems that we have in our day-to-day lives, because we don't consider them to be problems because we've just become used to it. But then once we have a solution, it's like the Starbucks thing. Why would you wait in line?

Like I was actually waiting in line at a Starbucks the other day. And the person at the front desk is like, why are you all here? You don't need to do this. And we're all like, oh, that's true. And so we all pull out our phones and like make our orders.

Like I was actually waiting in line at a Starbucks the other day. And the person at the front desk is like, why are you all here? You don't need to do this. And we're all like, oh, that's true. And so we all pull out our phones and like make our orders.

Like I was actually waiting in line at a Starbucks the other day. And the person at the front desk is like, why are you all here? You don't need to do this. And we're all like, oh, that's true. And so we all pull out our phones and like make our orders.

So you're an experienced product leader. You've been in this space for a while. I'm curious to get your opinion. What do you think most businesses miss when it comes to customer experience?

So you're an experienced product leader. You've been in this space for a while. I'm curious to get your opinion. What do you think most businesses miss when it comes to customer experience?

So you're an experienced product leader. You've been in this space for a while. I'm curious to get your opinion. What do you think most businesses miss when it comes to customer experience?

All right, Michelle, I have two last rapid fire questions for you. The first is, I'd love to hear about a recent experience that you had with a brand that left you impressed. What made that experience amazing?

All right, Michelle, I have two last rapid fire questions for you. The first is, I'd love to hear about a recent experience that you had with a brand that left you impressed. What made that experience amazing?

All right, Michelle, I have two last rapid fire questions for you. The first is, I'd love to hear about a recent experience that you had with a brand that left you impressed. What made that experience amazing?

That's amazing. Yeah. There's a few things there. One, speed and efficiency. And they just made it easy for you to destroy it. But they made it easy to solve the problem. They were acknowledging the position that they are putting you in. And they took a... negative situation of their quality not being great and created a lifelong customer because of it.

That's amazing. Yeah. There's a few things there. One, speed and efficiency. And they just made it easy for you to destroy it. But they made it easy to solve the problem. They were acknowledging the position that they are putting you in. And they took a... negative situation of their quality not being great and created a lifelong customer because of it.

That's amazing. Yeah. There's a few things there. One, speed and efficiency. And they just made it easy for you to destroy it. But they made it easy to solve the problem. They were acknowledging the position that they are putting you in. And they took a... negative situation of their quality not being great and created a lifelong customer because of it.

And now you're talking about it on a podcast. We can take those moments of friction and how we handle them can actually go beyond just remedying it, but actually create more loyalty. Yeah.

And now you're talking about it on a podcast. We can take those moments of friction and how we handle them can actually go beyond just remedying it, but actually create more loyalty. Yeah.

And now you're talking about it on a podcast. We can take those moments of friction and how we handle them can actually go beyond just remedying it, but actually create more loyalty. Yeah.

Yeah. We have an episode with the VP of user experience at Rivian, an earlier episode, who's actually my brother. So I'm going to tell him about that.

Yeah. We have an episode with the VP of user experience at Rivian, an earlier episode, who's actually my brother. So I'm going to tell him about that.

Yeah. We have an episode with the VP of user experience at Rivian, an earlier episode, who's actually my brother. So I'm going to tell him about that.