Learn how restaurants and hotels are dealing with bad customer behavior, why marketers are finally paying attention to customer experience, and why innovation doesn’t have to be complicated! Bite-Sized Delight From the Episode: • The Customer Isn’t Always Right - If customers aren’t behaving with civility, smart businesses will choose not to work with those customers, taking comfort in the fact that kind people want to go places that value kindness. • More CMOs are Focusing on Customer Experience - According to new research from Salesforce, nearly 78 percent of CMO's now own customer experience for their organization and are working to create a cohesive customer journey across channels and devices. • The Best Innovators Deliver Extraordinary Outcomes - In her new book RE:Think Innovation, Carla Johnson offers a framework for generating innovative ideas to push your organization forward. Are You Looking for Things We Referenced? • “Restaurants and Hotels Push Back Against the Uptick in Customer Tantrums” - by Clare Ansberry in The Wall Street Journal • State of Marketing in 2021 - by Salesforce • RE:Think Innovation: How the World's Most Prolific Innovators Come Up with Great Ideas that Deliver Extraordinary Outcomes - by Carla Johnson Learn more about the Experience This Show and the hosts: Joey Coleman Dan Gingiss