Shows
The Experience Gap: The Insight Shop to the RescueSeason 2 - Episode 15: Surya Sukumar - Four Seasons Resort ExperienceIn 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 anticipated her needs all created a feeling of ease and care.This conversation is a reminder that exceptional customer experience is rarely accidental. It is designed through small, intentional choices th...
2026-06-1812 minThe Experience Gap: The Insight Shop to the RescueSeason 2 - Episode 15: Surya Sukumar - Four Seasons HawaiiIn this episode, we explore the kind of customer experience that does not have to be loud to be memorable. Surya shares her positive Four Seasons stay and the quiet moments that made her feel cared for, pampered, and fully present — from the calm of nature around her, to thoughtful offers to take family photos, to small surprises like popsicles and time with her feet in the sand.What made the experience stand out was not one grand gesture, but the feeling that Four Seasons understood what she needed in the moment: ease, comfort, connection, an...
2026-06-1721 minThe Experience Gap: The Insight Shop to the RescueSeason 2 - Episode 14 - Hair and Plants, Two Positive Customer Experience Stories SharedIn 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.These stories remind us that great customer experience is not always about big gestures. It is about paying attention, anticipating needs, making the experience easier, and helping customers feel seen, heard, and...
2026-06-1210 minThe Experience Gap: The Insight Shop to the RescueSeason 2: Episode 13 - Kate Kompelien - Brookdale VW ExperienceIn 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 the moments when companies make life easier and those moments can be the difference between losing the sale and earning long-term trust.If your customer experience could use a tu...
2026-05-0711 minThe Experience Gap: The Insight Shop to the RescueSeason 2: Episode 12 - Disney ExperienceWhat 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 vacation.” But in Kristen’s case, Disney changed the equation.And that is the customer experience lesson.Great experiences do n...
2026-05-0108 minThe Experience Gap: The Insight Shop to the RescueSeason 2 - Episode 11: Daryl Travis - Audi ExperienceWhen a Brand-New Audi Needs Service: What Happens After the Sale Matters MostThree 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 the surprising ways Audi worked to restore his trust. From giving him another brand-new Audi to drive, to a corporate apology he did not have to ask for...
2026-04-2512 minThe Experience Gap: The Insight Shop to the RescueSeason 2 - Episode 10: Kate Kompelien - Midco ExperienceIn 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 make things better for future customers.
2026-04-2012 minThe Experience Gap: The Insight Shop to the RescueKate Kompelien - Midco Experience, Interviewed by Jacci CareyWhat happens when a negative customer experience becomes a model for positive change? In this episode, Midco interviews me about my unexpected service disruption after its acquisition of SCI—and how thoughtful follow-up, leadership outreach, and a genuine desire to improve turned frustration into trust.A must listen for any company looking to optimize their customer experience to model after.
2026-04-1612 minThe Experience Gap: The Insight Shop to the RescueCory Limberg - Starbucks Mobile ExperienceCory 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-forming.Want to create experiences your customers crave? Connect with The Insight Shop, LLC (https://theinsightshopllc.com).
2026-04-0718 minThe Experience Gap: The Insight Shop to the RescueSeason 2: Episode 8 - Kenny Hackney - Cincinnati Children's Hospital ExperienceWhat 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 one seamless journey.Kenny reflects on the stark difference between a fragmented healthcare experience in Indianapolis to one that feels coordinated, compassionate, and easy to trust at Cincinna...
2026-03-2714 minThe Experience Gap: The Insight Shop to the RescueSeason 2 - Episode 7 : Jessica Schwartz - David's Protein BarsWhat 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 and customer experience right, The Insight Shop and Strategic Packaging Partners offer a powerful combination of consumer research and packaging expertise to help brands create solutions that perform...
2026-03-1211 minThe Experience Gap: The Insight Shop to the RescueSteve Dennis - Positive Starbuck App ExperienceListen 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 persona you’re serving, and building journeys that feel uniquely meaningful—not generic. If you’re responsible for an app or digital experience, this episode is packed with practical insight on how to create the kind o...
2026-02-2611 minThe Experience Gap: The Insight Shop to the RescueSeason 2: Episode 5 - Mark Baron - Iceland Trip ExperienceListen 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 waiting with a pre-installed car seat, and changing stations stocked in both men’s and women’s restrooms everywhere they went.The most surprising of al...
2026-02-1615 minThe Experience Gap: The Insight Shop to the RescueSeason 2 - Episode 4: Kara Ferguson - Molly Keyser's Freedom Creation ClubListen 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 an effortless resolution—proof that great experiences aren’t about big gestures, they’re about smart systems and human follow-through.In this episode, Kara breaks down what happened and what leaders can learn...
2026-02-0508 minThe Experience Gap: The Insight Shop to the RescueSeason 2, Episode 3: Brian Lannan - Google Flight ExperienceWhat 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 confidence.You’ll walk away with practical CX takeaways you can apply to your next travel adventure.Are you looking to learn more about how you can improv...
2026-01-3010 minThe Experience Gap: The Insight Shop to the RescueSeason 2 - Episode 1: Brian Berman - Americas Tire ExperienceJoin 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 pit crew. The Insight Shop helps you diagnose what’s really happening across channels, identify friction, and optimize the journey so it runs smoo...
2026-01-0210 minThe Experience Gap: The Insight Shop to the RescueSeason 2: Episode 2 - Shmuel Saklad - Verizon ExperienceListen 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 confident in his decision. When the data transfer from his old phone to the new one hit an unexpected snag (the kind that can derail the whole visit), th...
2025-12-2909 minThe Experience Gap: The Insight Shop to the RescueEpisode 24 - Jim Tincher - Delta Communications ExperienceHoliday 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 their hours, something the airline had known well before they reached the gate.Listen in as Jim shares what it feels like to be left in the dark w...
2025-12-2208 minThe Experience Gap: The Insight Shop to the RescueSeason 1: Episode 23 - Ryan Green - Amazon Mitten ExperienceRyan 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 customer dilemma, should he wrestle with the return process or eat the cost and sprint to Target for a sure thing.In this episode, we unpack wha...
2025-12-1609 minThe Experience Gap: The Insight Shop to the RescueEpisode 22: Jessica Turgeon - Pearl Vision ExperienceEver 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 from a doctor at Target Optical who asked questions, listened, and took the time to understand her needs… to a whirlwind Pearle Vision visit where her questions went unan...
2025-12-1508 minThe Experience Gap: The Insight Shop to the RescueEpisode 21: Mike Sallander - Best Buy ExperienceListen 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 story of a boy who, more than 30 years later, still remembers every detail like it was yesterday.
2025-12-0515 minThe Experience Gap: The Insight Shop to the RescueEpisode 20: Ashley Evenson - Verizon phone transfer experienceWhen 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 your front-row seat to what’s actually broken in your upgrade journey—and what it feels like when your “simple” processes aren’t simple at all.Listen in to h...
2025-11-2108 minThe Experience Gap: The Insight Shop to the RescueEpisode 19 - Dave Harris - Factor Meal Delivery ServiceIn 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 and fix it fast.Reach out to kate@theinsightshopllc.com to start improving your journey today.
2025-11-1309 minThe Experience Gap: The Insight Shop to the RescueEpisode 18 - Rob Dwyer: Kroger App ExperienceListen 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 your digital aisle shine.https://theinsightshopllc.com
2025-11-1310 minThe Experience Gap: The Insight Shop to the RescueEpisode 17 - Poor Order Experience of Custom Hockey ApparelTune 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 include his sweatshirt.
2025-10-3110 minThe Experience Gap: The Insight Shop to the RescueEpisode 16 - Paris Train Ticket ExperienceListen 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 to go these situations can ruin a trip.
2025-10-2411 minThe Experience Gap: The Insight Shop to the RescueEpisode 15 - Cigna Hospital Indemnity Insurance ExperienceListen 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.
2025-10-1611 minThe Experience Gap: The Insight Shop to the RescueEpisode 14 - NESN (Redsox TV Station) ExperienceJoin 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 and his experience in trying to get a new code to complete his offer.It's important to honor...
2025-10-0718 minThe Experience Gap: The Insight Shop to the RescueEpisode 13: Julie Strohfus - Internet ExperienceWe’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 appointmentsEndless loops with bots and live chatsNo clear path to a real human when it matters mostAnd being told she has to pay extra to fix a service she’s already paying forThi...
2025-09-2210 minThe Experience Gap: The Insight Shop to the RescueEpisode 12 - Chick-Fil-A Mobile App Thru ExperienceJoin 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 better define how to optimize the drive thru experience for your loyal customers, like James.
2025-09-1608 minThe Experience Gap: The Insight Shop to the RescueEpisode 11 - West Jet Airline ExperienceListen 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 again.
2025-09-1513 minThe Experience Gap: The Insight Shop to the RescueEpisode 10 - Internet Provider ExperienceListen 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 this episode.
2025-09-0909 minThe Experience Gap: The Insight Shop to the RescueEpisode 9 - Southwest Airline ExperienceListen 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 trust and loyalty.If you are known for good customer service, you are expected to live up to that during easy and...
2025-08-2212 minThe Experience Gap: The Insight Shop to the RescueEpisode 8 - Home Contractor ExperienceListen 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 a great experience will win. Doug has two more bathrooms to remodel and his current contractor will not have the opportunity to remodel those, due to the disappointing...
2025-08-1510 minThe Experience Gap: The Insight Shop to the RescueEpisode 7: Kevin Engelhardt - Utility ExperienceJoin 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 delivered a successful outcome. Tune in to discover how this situation could have been resolved correctly the first time.
2025-07-2409 minThe Experience Gap: The Insight Shop to the RescueEpisode 6: Justin Wood - Nu Car Rental ExperienceWhat 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 the roads. Hear how this rental nightmare hijacked his vacation and why it left such a lasting and negative impression.
2025-07-1814 minThe Experience Gap: The Insight Shop to the RescueEpisode 5: Gregory Kohs - State Farm Claims ExperienceListen 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.
2025-07-1013 minThe Experience Gap: The Insight Shop to the RescueEpisode 4: Wendy Albers - Healthcare Coordination ExperienceWendy 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.
2025-07-0710 minThe Experience Gap: The Insight Shop to the RescueEpisode 3: Alex Lipnik - Acura ExperienceWhile 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 brand2) Listen to their problem and do what you can to make it right for your customer3) Loyalty matters and should be rewarded4) Negative WOM hurts brands and causes customers to leave to find a brand that will make it easier to do business with
2025-07-0114 minThe Experience Gap: The Insight Shop to the RescueEpisode 2: Jill Lipski Cain - Gym ExperienceIt'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.
2025-06-2711 minThe Experience Gap: The Insight Shop to the RescueEpisode 1: Beth Smits - Healthcare ExperienceBeth 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/
2025-06-2310 min
The Corporate Escapee: Get Busy Living with Brett TrainorRisk-Averse to Revenue Diverse: Kate Kompelien's Escapee Journey in Customer Experience ConsultingKate Kompelien, founder of The Insight, shares her journey as a customer experience consultant and qualitative researcher. She helps companies understand key moments that matter to their customers and identifies pain points that hinder a better customer experience. Kate started her own business after realizing she wanted to focus on smaller projects and provide a more personalized experience for her clients. She emphasizes the importance of networking and building relationships, both with people she knows and with new connections. Kate also highlights the value of face-to-face meetings and taking a genuine interest in others' businesses and lives. Kate Kompelien...
2024-09-0241 min
The Corporate Escapee: Get Busy Living with Brett TrainorRisk-Averse to Revenue Diverse: Kate Kompelien's Escapee Journey in Customer Experience ConsultingKate Kompelien, founder of The Insight, shares her journey as a customer experience consultant and qualitative researcher. She helps companies understand key moments that matter to their customers and identifies pain points that hinder a better customer experience. Kate started her own business after realizing she wanted to focus on smaller projects and provide a more personalized experience for her clients. She emphasizes the importance of networking and building relationships, both with people she knows and with new connections. Kate also highlights the value of face-to-face meetings and taking a genuine interest in others' businesses and lives. Kate Kompelien...
2024-09-0241 min
RevOps Champions21 | Harnessing the Voice of the Customer to Create a CX Strategy | Kate KompelienIn this episode, Kate Kompelien discusses her process for building a customer experience (CX) strategy and how companies can use a customer-centric approach to achieve revenue growth. The conversation explores the link between CX and revenue, as well as the importance of measuring and tracking customer feedback to drive improvements. Kate also highlights the role of technology in aligning customer-facing teams to enhance the customer experience.Episode Highlights01:01 Challenges in Building Customer Experience Strategy03:19 Overcoming Roadblocks in Implementing Customer Experience06:44 The Link Between Customer Experience and CRM12:24 Defining CX Strategy and Technology...
2024-03-2041 min
Next in QueueThe One That I Want featuring Jason Trujillo and Kate KompelienThe 1978 film, Grease, follows the romantic journey of Danny Zuko, played by John Travolta, and Sandy Olsson, played by Olivia Newton-John. You’re The One That I Want is the theme to the denouement of the story, when both characters recognize the persona of the other and reimagine who they could be for each other.
Creating a product that customers want requires understanding the various customer personas. Afterall, not every customer is looking for Greased Lightning! Jason Trujillo and Kate Kompelien bring their incredible experience and insights to this episode of Next in Queue as we discuss:
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2024-01-1247 min
Next in Queue#35 - Kate KompelienHow she made “hunter” orange-colored pastry dough, the differences between digital channels, and the role of CX professionals in an organization are just a few of the topics I discussed with Kate Kompelien, Executive Director Experience Strategy at TTEC Digital. Connect with her on LinkedIn https://www.linkedin.com/in/katekompelien/
Music courtesy of Big Red Horse - bigredhorseband.com
Brought to you by Happitu - https://happitu.com/
2022-05-2035 min