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