How Peloton’s customer service response flipped a bad experience into a good one, what Delta is doing to push the unexpected, and KFC’s clever response to a chicken shortage.

Bite-Sized Delights From the Episode: * How Peloton’s customer service response turned a bad experience into a memorable one. * Delta’s unique approach to helping folks fly with kids. * KFC’s edgy ad in response to a chicken shortage crisis in the UK. * Why millennials want the mobile experience more aligned with the in-store experience.

Are You Looking for Things We Referenced? * "Okay, KFC’s Ad About Its Chicken Shortage Is Pretty Great" by Clint Rainey * “Empower Your Team To Over Deliver in Customer Service – My Peloton Story” by Matt Ward * Smarter CX by Oracle * The Oracle CX Assessment Tool