Ep #81: Why Customer Experience Matters

This week on The Business Couch with Dr. Yishai, I sat down to chat with Michael Coles, Founder, former Chairman and CEO of The Great American Cookie Company; former Chairman, CEO and Board member of Caribou Coffee and (among many other accomplishments), author of Time to Get Tough: How Cookies, Coffee, and a Crash Led to Success in Business and Life. You got a double dose of insight this week because our conversation was so packed and full of value.  On Insight Sunday, we discussed the road and meaning of “success,” and what differentiates between the road of failure and the road of success. On Insight Tuesday, we talked about the importance of communication and listening in leadership and business, and Michael’s formula to create an amazing customer experience.Today, I’m diving deeper into why customer experience matters and my thoughts on Michael Cole's Experience Factor formula. This episode is brought to you by Adaptability Coaching. Want to reduce exhaustion, overwhelm, stress, and increase passion, engagement, and growth in yourself and your company? Learn to turn tough circumstances, reactions, and exhaustion into energy, excitement, and excellence for you and your company. Learn to become fast, flexible, and formidable. Learn more at www.DrYishai.com/CoachingConnect with Dr. Yishai: Podcast Site: https://thebusinesscouchwithdryishai.buzzsprout.com/Website: https://www.DrYishai.com/Email: [email protected]: https://www.linkedin.com/in/dryishai/Instagram: @DrYishai or https://www.instagram.com/dryishai/ Disclaimer: The information contained in this publication is for general informational purposes only and shall not be relied on or construed as coaching advice. © 2020 Yishai B LLC. All rights reserved. ABOUT THE PODCASTYou were built for speed.But right now you feel slower than you look on paper.Most founders try to outwork that slow-down.It only burns them out.Your mind is the only machine your company doesn’t upgrade.So leaders keep pushing against the wrong thing.Hosted by doctor of psychology and executive coach Dr Yishai Barkhordari.DISCLAIMERThis content is for informational purposes only and does not replace medical, psychological, legal, or financial advice. It is not therapy, clinical advice, or coaching guidance. All examples and stories are illustrative. Some examples or stories are composites. Results vary based on personal effort, context, and market conditions.Always consult qualified professionals before making decisions that impact your business, health, or well-being. © 2026 Yishai Barkhordari. All rights reserved.