Episode 13: Julie Strohfus - Internet Experience

We’ve all been there—you're working from home or trying to relax, and suddenly... the internet cuts out. But what happens when not only is the service down, but no one shows up to fix it—not once, but twice?In this episode, Julie shares her frustrating home internet experience:Missed technician appointmentsEndless loops with bots and live chatsNo clear path to a real human when it matters mostAnd being told she has to pay extra to fix a service she’s already paying forThis story is a powerful reminder that speed and reliability aren't the only things that matter in customer experience—trust, communication, and ownership are just as critical.If you're in telecom, tech support, or any service-based business, this is a conversation you can’t afford to miss.Tune in, and ask yourself:Are we showing up for our customers when it matters most?The Experience Gap: The Insight Shop to the Rescue