Everyday CX-ISM: Episode 4 - A rock, A cup and Ryan Gosling

In this episode of Everyday CX-ISM, Katie Stabler unpacks a deceptively simple customer experience failure — a cinema that refused a straightforward request for a standard cup — and reveals what it exposes about the hidden costs of rigid policy, frontline disempowerment, and the missed revenue opportunities hiding in plain sight.It sounds trivial. It wasn't.Using behavioural psychology and real-world CX strategy, Katie breaks down why rule-bound service culture frustrates customers, drives churn, and quietly bleeds businesses dry — and what leaders can do about it.In this episode:Why inflexible policies destroy customer trust — and revenueHow frontline empowerment transforms complaints into commercial winsThe psychology behind customer frustration when rules override common senseWhat a rock, a cup, and Ryan Gosling have to do with exceptional customer experiencePerfect for: CX leaders, operations managers, business owners, and anyone responsible for customer retention, service design, or employee empowerment.To join in the conversation and connect with Katie, connect!🔗 LINKEDIN🔗 INSTAGRAM🔗 Website - Find the links to the Zoom and Global Female Founders events [email protected]