How even a restroom can make for an unexpected customer experience, what most businesses miss about the importance of employee interactions, and why simple is good for everyone.

Bite-Sized Delights From the Episode: * Why an unexpected customer experience creates powerful word-of-mouth. * The difference between how you think you impact your brand and how customers experience it. * How you can take a page from the Cubs. * An opportunity to learn more about customer experience.

Are You Looking for Things We Referenced? * "Brands and Consumers Differ on What Makes a Poor Brand Experience" by Jennifer King * Smarter CX by Oracle * The Oracle Modern Customer Experience Conference, April 10-12 in Chicago