Why direct messaging is crucial to the customer experience of tomorrow, when a "free" cruise isn't really free, and how a CEO reports to his employees. Bite-Sized Delight From the Episode: Why messaging and automation are the future of customer service. The problem with offers that aren’t everything they promise to be. A tire company with a remarkable management structure. The challenge of personalizing every interaction. Are You Looking for Things We Referenced? Message Me by Joshua March "How a Humble Culture and Self-Deprecating CEO Fuels This $130 Million Tire Company" by Blake Morgan for Forbes “3 Ways Your Retail Shoppers Have Changed” from Smarter CX Smarter CX by Oracle Oracle CX Performance Assessment