Learn about admitting mistakes before your customers notice them, building fans by sharing secret recipes, and revisiting the power of customer evangelism. Bite-Sized Delight From the Episode: • Acknowledge Mistakes Before Customers Notice To Build Lifelong Loyalty - By reprinting a misprinted cover before Juniper Books’ customers noticed a mistake, they garnered goodwill and affirmed their commitment to a remarkable product experience. • Embrace Employee Creativity and Enthusiasm - Normally experts at designing customer experiences, Chik-fil-a missed the opportunity to harness their employee’s talent when she made a “secret menu hacks” Tik Tok video and instead fired her - leading to even more undesired publicity. • Build a Cult of Customers - Shep Hyken’s book Cult of the Customer outlines a process for creating a corporate culture that is so focused on taking care of and tending to employees and customers, that the culture itself creates evangelists Are You Looking for Things We Referenced? • Juniper Books (https://www.juniperbooks.com/) • Tik Tok - Chik-fil-a Menu Hacks • Experience Points - presented by Avtex • The Cult of the Customer - by Shep Hyken Find more links and a full transcript of the show at: http://ExperienceThisShow.com. See you next week!