Discover how profit and customer satisfaction can go hand in hand, how a romance novelist dives into her character development, and how LEGO manages to make lifelong customers. Bite-Sized Delight From the Episode: • Customer Satisfaction or Profit? - Learn whether a satisfied customer or turning a profit is more important to measure your success. • Character Immersion Creates Customer Loyalty - A romance novelist explains how immersing herself in her characters helps her provide a great customer experience. • LEGOs and Harry Potter - Discover how LEGO made a lifelong customer through an empowered employee and a connection with Harry Potter. Start the Conversation: Have we taken steps to truly understand the path our customers take to interact with our brand? Are You Looking for Things We Referenced? Which is your CX Priority: Satisfied Customer or Profit? by Mary Drummond www.alliepleiter.com Experience Conversations Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!