Can the threat of a bad experience create a good experience?

Most customer experience advice focuses on metrics and frameworks — but what truly shapes memorable experiences?In the inaugural episode of Everyday CX-ISM, Katie Stabler explores how a simple joke from airport security transformed a routine moment into a lasting memory — and what that reveals about the real human impact of CX.She breaks down the peak-end rule, the psychology of surprise and connection, and the risks of feedback practices that skew data and miss the point.Because the customers you're not talking to are the ones most likely to be talking about you.This episode is perfect for customer experience professionals, leaders, business owners or anyone eager to move beyond superficial metrics and truly understand what makes customers come back eager to tell their friends.