Learn about the reasons why so many big brands are disappearing, the best customer service email ever, and freedom of choice at the ATM. Bite-Sized Delight From the Episode: • Why almost every industry is suffering from commoditization, low barriers to entry, and low switching costs for consumers - which is forcing companies to adopt a customer-centric mindset instead of a product-centric mindset in order to stay afloat. • How a pet brand continues to build life-long customers, time and time again. • How a bank changed its behavior to focus more on customers’ wants and needs. Are You Looking for Things We Referenced? • “The Violence of the Experience Economy” – by Mary Drumond, LinkedIn Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!