We’ve all had a frustrating customer service moment, but what happens when that one interaction defines how you see an entire brand? In this episode, I share a recent experience at an AT&T store that highlighted the critical difference between customer service, the individual interactions we have and customer experience the overall journey a customer takes with your organization.
I unpack why this distinction matters for leaders in every industry, from schools to corporations, and how one poorly handled moment can erase years of trust, loyalty, and investment. You’ll hear practical strategies to turn ordinary service into extraordinary experiences, how to empower your team to represent your culture at every touchpoint, and why leaders must be intentional about designing experiences that match their mission.
This isn’t just about AT&T, it’s about the lessons we can all learn to ensure that our customers, clients, students, or families walk away feeling valued, respected, and eager to return.
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