Last Best Experience Stories

"Successful companies empower their employees to do what needs to get done to make sure the customer is satisfied."

"Delta Airlines took what could have been a disaster and turned it into a positive experience by looking ahead and proactively taking care of what I needed."

"Where do you have a candle that you can elevate to a sparkler?"

"The last best experience that anyone has anywhere becomes the minimum expectation for the experience they want everywhere.”

"The experience just didn't end with me signing the papers. It continued on well after the purchase."

"It is very important, in the services industry, that companies focus on what customers want to buy versus what we want to sell."

"I could tell Hy-Vee was doing a lot right by empowering their employees to be able to take measures to drive a good experience for their customers."

"Brands can use digital experiences to reduce friction across the journey... and can gain additional loyalty from their customers."

"A consistent experience is going to build brand loyalty every time."

"I had to go through multiple channels, and it was just so seamless to bounce back and forth between channels."

"Be passionate about the things your customers are passionate about."

"I felt like they knew me. They knew what was important to me. And they knew the best way to engage me."