Customer Experience

Six Customer Experience Lessons Brought to Life in Video

Six videos illustrate six important customer experience lessons.

PeopleMetrics

PeopleMetrics

Trusted Experience Management Partners

 

Seinfeld

The Cable Company Was Here by Seinfeld

The Story: The cable company needs to get inside Kramer’s apartment, and he sees an opportunity to exact revenge for a terrible customer experience from his past.

Lesson: Making it difficult for your customer infuriates them, and their anger will likely ruin the employee experience as well.

 

neolane

Outside In by Neolane

The Story: This song parodies “Inside Out” to explain why brands should be listening to customers.

Lesson: Customers don't care about your company-centric marketing. It's time to put customers at the center by thinking "outside in."

 

 

shep hykenThe story about the taxi cab driver by Shep Hyken

The Story: Customer service expert, Shep Hyken, meets a Texas cab driver who understands the value of a great experience.

Lesson: A great customer experience is memorable, human, and evokes an emotional response.

 

 

ipad

iPad 2 Unboxing by a customer

The Story: An Apple customer creates a beautiful video sharing the unboxing experience.

Lesson: Think of all the ways your customer interacts with your brand and make sure every part of the experience is consistently great.

 

chipotle

Chipotle, Willie Nelson, and Back to the Start by Chipotle

The Story: A farmer gives up the farm he loves for the chance to make it as part of the industrialized food system.

Lesson: A great customer experience is more than a call-center or in-store encounter, everything a company does ultimately affects the customer.

 

United Breaks Guitars

United Breaks Guitars by Dave Caroll

The Story: A song about how United Airlines broke Dave Caroll’s guitar, and refused to fix it.

Lesson: When a customer reports a problem, take action or prepare to suffer the consequences at the hands of the empowered consumer.

~Janessa Lantz

Chat with one of our experts and get smart about your customer experience.

Latest Articles

Listen or Die with AI: The Complete Series

Listen or Die with AI: The Complete Series

Check out the complete Listen or Die with AI series!

Reflections on Revisiting Listen or Die in the Age of AI

Reflections on Revisiting Listen or Die in the Age of AI

How AI is revolutionizing Voice of Customer programs while core listening principles remain unchanged—exploring AI-powered feedback analysi...

The Ultimate VoC Checklist for 2025 (In the Age of AI)

The Ultimate VoC Checklist for 2025 (In the Age of AI)

Discover the ultimate 2025 Voice of Customer (VoC) checklist—combining timeless CX best practices with cutting-edge AI strategies