The Experience Gap: The Insight Shop to the Rescue

What I love about Kristen’s story is that the “magic” wasn’t just the castle, the characters, or the rides. It was the feeling of being cared for at exactly the moment her family needed it most.Two little kids. A long travel day. A delayed flight. Exhausted parents practically falling into a restaurant booth on night one. That is usually the setup for the classic parent line: “It’s a trip, not a vacation.” But in Kristen’s case, Disney changed the equation.And that is the customer experience lesson.Great experiences do not always come from grand gestures. Often, they come from reducing friction, anticipating needs, and making people feel like the system was designed with them in mind. For young parents, that means convenience, patience, clarity, flexibility, and employees who seem to understand, “You’ve had a day. We’ve got you.If your team is wondering where your customer journey is breaking down — or what to fix first — The Insight Shop can help. Visit theinsightshopllc.com or reach out to start a 30-minute discovery conversation. We’ll help you turn customer stories into smarter strategy, clearer priorities, and better experiences. No mouse ears required.And as always, thanks for listening to The Experience Gap: The Insight Shop to the Rescue — helping businesses turn great experiences into everyday reality, one story at a time.

When a Brand-New Audi Needs Service: What Happens After the Sale Matters MostThree weeks after driving off in his brand-new Audi, Daryl found himself back in service for a water pump issue. Not exactly the luxury experience he expected.In this episode, Daryl shares what happened next: the frustration of waiting nearly six weeks for a repair, the lack of proactive updates from the dealership, and the surprising ways Audi worked to restore his trust. From giving him another brand-new Audi to drive, to a corporate apology he did not have to ask for, to covering any future repairs for the life of his lease, this experience became a powerful example of how brands can recover when something goes wrong.But it also raises an important question: Who owns the customer experience when multiple teams are involved?We also talk about Daryl’s worst customer experience with Northwest Airlines, and why Amazon continues to stand out for communication, consistency, and care, even when the human touch is minimal.This conversation is a reminder that customers do not judge brands only by the problem. They judge them by the response, the communication, and whether they feel remembered or forgotten along the way.At The Insight Shop, we help organizations listen more closely to the real customer experience, across every touchpoint, handoff, and moment that matters. Through customer interviews, journey mapping, and experience strategy, we uncover the gaps that frustrate customers and the opportunities that build lasting trust.Curious what your customers are saying when you’re not in the room? Let’s find out together.

In this episode, Midco flips the script and interviews me about a frustrating customer experience that I had, that ultimately turned into a powerful example of listening and recovery. I share how I unexpectedly lost internet service after Midco acquired SCI, and how what started as confusion and frustration became a positive experience when Midco leaders reached out, owned the issue, and worked to make things better for future customers.

Cory takes us inside his Starbucks mobile app obsession — and trust us, his loyalty runs deep. You might be impressed… or slightly alarmed… by the number of espresso shots he powers through each morning.Listen in as Cory shares why mobile ordering beats the in-store experience, what keeps him coming back, and the lessons leaders can take from a customer experience that’s fast, easy, and habit-forming.Want to create experiences your customers crave? Connect with The Insight Shop, LLC (https://theinsightshopllc.com).

What makes a family drive two hours and cross state lines for care they could get closer to home? In this episode, Kenny shares the powerful story of navigating his son’s severe asthma and why Cincinnati Children’s earned his family’s trust. From the moment they walked through the door, the experience felt connected—scheduling, communication, physician notes, and follow-up all working together as one seamless journey.Kenny reflects on the stark difference between a fragmented healthcare experience in Indianapolis to one that feels coordinated, compassionate, and easy to trust at Cincinnati Children's Hospital. His story is a reminder that great healthcare is not just about clinical outcomes. It is about how human care and digital systems come together to reduce stress, remove confusion, and help families feel supported every step of the way.At The Insight Shop, we help healthcare organizations see the full customer journey, uncover where friction is breaking trust, and identify how digital and human interactions should work together to create better experiences. When you are ready to find the gaps and fix what matters most, call on The Insight Shop.

What does it mean for a brand when hundreds of protein bar boxes are sitting open on a Target shelf? In this episode, Jessica breaks down what may have caused the packaging failure, why testing matters before products reach major retailers, and how something as simple as glue can have a major impact on shopper trust, brand perception, and purchase decisions. For companies looking to get packaging and customer experience right, The Insight Shop and Strategic Packaging Partners offer a powerful combination of consumer research and packaging expertise to help brands create solutions that perform where it matters most: in the real world.

Listen in as Steve shares why the Starbucks app stands out as a masterclass in seamless ordering and pickup—every step feels intentional, intuitive, and built around what customers actually need in the moment.Steve, author of Leader’s Leap and Remarkable Retail, connects that experience to what great leadership looks like: designing from the human perspective, getting crystal-clear on the persona you’re serving, and building journeys that feel uniquely meaningful—not generic. If you’re responsible for an app or digital experience, this episode is packed with practical insight on how to create the kind of frictionless flow customers come back to.Want help elevating your customer journey? Reach out to The Insight Shop LLC to learn how we can help you design a more seamless experience.

Listen in as Mark shares how Iceland surprised him with a family-friendly travel experience from start to finish.His journey starts with Icelandair providing a bassinet, gate staff welcoming them with a plushie for his baby and and even an escort through customs on arrival, right to an agent. Along the way, small moments made a big difference: warmed milk at a café (on the house), a rental car waiting with a pre-installed car seat, and changing stations stocked in both men’s and women’s restrooms everywhere they went.The most surprising of all was this memorable moments happened all across Iceland, regardless of business or location, they truly understand how to cater to their tourists with memorable experiences throughout. If you want your customers telling stories like this about your brand, reach out to The Insight Shop to help you understand what moments matter most to your customers and to create experiences that they will remember.

Listen in as Kara shares a standout customer experience with Molly Keyser’s Freedom Creation Club—one that turned a potential pricing frustration into a moment of real trust.Over a busy holiday weekend, Kara noticed her subscription (recently purchased on sale) was now being offered for even less. She reached out expecting a slow, complicated back-and-forth. Instead, she got a fast response and an effortless resolution—proof that great experiences aren’t about big gestures, they’re about smart systems and human follow-through.In this episode, Kara breaks down what happened and what leaders can learn from it: the small decisions that protect loyalty, prevent churn, and keep revenue from quietly walking out the door.Want to elevate your customer experience so you don’t lose customers (or the revenue that comes with them)? Visit theinsightshopllc.com to learn how The Insight Shop can help you take your experiences to the next level.

What makes travel planning feel effortless and what makes it frustrating?In this episode, Brian shares a standout customer experience using Google Flights to plan his family's Spring Break. Together, we unpack the specific attributes behind a positive experience with AI-powered tools, where the real magic isn’t only in what you’re shown, but how smoothly you can act on it and book with confidence.You’ll walk away with practical CX takeaways you can apply to your next travel adventure.Are you looking to learn more about how you can improve your customer experience? If so, reach out to [email protected]

Join us as we flip the script and share positive customer experiences to start off 2026.Brian shares his wonderful experience pulling into the parking lot of Americas Tire.Listen in as he shares what made this experience so memorable and see what you can take a way to make your own customer experiences great.If you’re responsible for improving CX at your company, think of us as your research pit crew. The Insight Shop helps you diagnose what’s really happening across channels, identify friction, and optimize the journey so it runs smoother—whether you’re in retail, healthcare, finance, tech, or anything in between. Visit theinsightshopllc.com.

Listen in as Shmuel shares a standout in-store experience at Verizon while upgrading his phone and plan—and why it worked so well. From the moment he walked in, he was greeted quickly and treated like his time mattered. A store associate didn’t just “process the transaction,” they walked him through his options, surfaced promotions and deals he didn’t even know existed, and helped him feel confident in his decision. When the data transfer from his old phone to the new one hit an unexpected snag (the kind that can derail the whole visit), the team didn’t bounce him to a help line or send him on his way—they stayed with it, problem-solved patiently, and didn’t give up until it was resolved. Shmuel also zooms out to share a bigger takeaway for leaders: positive customer experiences don’t happen by accident—they’re built, measured, and reinforced, which starts with choosing the right metrics to track what truly matters. If you’re responsible for customer experience, retail operations, or service design, this episode is packed with practical moments you can apply immediately.DM me or visit The Insight Shop to set up a short intro conversation and we’ll help you pinpoint quick wins and longer-term opportunities to elevate the experience.

Holiday travel is stressful enough. For Jim, Delta’s communication made it worse. He only learned his first flight was cancelled five minutes after boarding was supposed to start—even though the plane had never left its previous destination. Then, on his rescheduled flight, passengers were told at boarding time that while the aircraft was there, it wasn’t going anywhere: the crew was already over their hours, something the airline had known well before they reached the gate.Listen in as Jim shares what it feels like to be left in the dark when you’re just trying to get home for the holidays—and what a better experience could look like.In this episode, you’ll hear:The moments that matter most to customers during delays and cancellationsWhy timing, transparency, and tone of communication can make or break trustPractical ways to “make it right” when plans fall apartIf your customer experience is more “turbulence” than “smooth skies,” call The Insight Shop. We turn bumpy journeys into better ones.

Ryan Green thought he was checking a simple box: order mittens for his 4-year-old son on Amazon and fast. When the package arrived, the “mittens” were shockingly tiny, paper-thin, and barely wearable (more like something that would fit a dog’s paws than a kid headed into cold weather). The disappointment hit hard: they wouldn’t keep little hands warm, and now Ryan’s stuck in the all-too-familiar customer dilemma, should he wrestle with the return process or eat the cost and sprint to Target for a sure thing.In this episode, we unpack what this moment reveals about online shopping expectations, product trust, and the friction that turns convenience into frustration. The Insight Shop helps brands find the real pain points and fix them. Reach out to start a conversation.

Ever had an eye exam that felt more like a drive-thru than healthcare?In this episode, you’ll hear why taking time with patients is the difference between a forgettable visit and a genuinely good experience. Jessica left Target Optical for Pearle Vision, assuming a brand focused solely on eye care would feel more professional than having her exam next to people buying bananas.Instead, she went from a doctor at Target Optical who asked questions, listened, and took the time to understand her needs… to a whirlwind Pearle Vision visit where her questions went unanswered and her contact lens exam was skipped entirely.Every brand has an experience gap: the difference between the experience you think you’re delivering and what customers actually live through.At The Insight Shop, we help you see that gap clearly—and fix it. From interviews and journey mapping to co-creating better processes with your teams, we turn real stories into practical changes.If you’re listening and thinking, “Uh oh, that could be our Pearle Vision story,” it’s time to talk.Visit theinsightshopllc.com and let’s design an experience your customers actually rave about.

Listen in as Mike takes us back to being 14 years old at Best Buy, determined to get the very first Xbox Microsoft ever sold. What started as a moment of huge anticipation and excitement quickly turned into one disappointing experience after another—ultimately leading him to boycott Best Buy for years.This episode isn’t really about the Xbox at all; it’s about the power of experience. It’s the story of a boy who, more than 30 years later, still remembers every detail like it was yesterday.

When Ashley tried to move her data from her old iPhone to her new one, it should’ve been a one-tap, one-day upgrade.Instead, it turned into days of frustration, multiple support channels, conflicting instructions, and a customer who seriously considered giving up.What took her daughter and husband a single step became a maze for Ashley.If you’re a telecommunications provider, this episode is your front-row seat to what’s actually broken in your upgrade journey—and what it feels like when your “simple” processes aren’t simple at all.Listen in to hear:Where the experience fell apart for AshleyHow small points of friction turn into multi-day problemsWhat you can change right now to make upgrades easier and more human for your customersI’m Kate from The Insight Shop. I help businesses find and fix the hidden barriers that keep your customers from doing more business with you.🎧 Hit play, then ask yourself: If Ashley were my customer, would she stay or would she switch?If you’re ready to make sure she stays, reach out and let’s talk about your upgrade experience, [email protected].

In this episode Dave discusses his experience using Factor Meal Delivery service. While he loves the wide variety of options and the tasty meals that are easy to heat and eat, he is often disappointed (40% of the time) when his meals do not show up on time or the order is incorrect.Great experiences don't happen by accident, at The Insight Shop we help brands find out where customers struggle and fix it fast.Reach out to [email protected] to start improving your journey today.

Listen in as Rob shares his frustrations when using the Kroger App in-store; accessing his lists, scanning bar codes, using coupons or the lack of a desirable loyalty program.With 10,000 installs on the Kroger App that is a lot of customers they may be disappointing everyday.If you want to make your app feel as good as your best store experience, connect with The Insight Shop and we will make your digital aisle shine.https://theinsightshopllc.com

Tune in to hear Dan talk about ordering custom hockey sportswear for his son.The lack of communication from the retailer left his son feeling sad and left out as he could not match the look and feel of the rest of his team.Dan, vs. the retailer, had to be the one to track down the problem and when to expect the item as the retailer was not proactive in letting them know his order would not include his sweatshirt.

Listen in as Jessie Schwartz shares her story about purchasing train tickets in Paris through the app.Unbeknownst to her, each ticket had to have its own associated account.Imaging getting off the plane and heading to the train area only to find that she could not get herself and her children through the scanner to get into the departing train area.When you are on a schedule and you have places to go these situations can ruin a trip.

Listen in as Margo shares her story of trying to use her Cigna Hospital Indemnity Insurance and all of the loop holes she had to and continues to go through to try to get the claim approved.Consumers expect when they pay for insurance premiums each month, that when they need the care, insurance companies should step forward, pay and make it easy for their customers to use their services.

Join Scott Moore, CEO of Covalent Partners, as he discusses how important it is to provide an easy and positive experience for your customers.Scott is an avid Red Sox fan and a fan of Boston sports in general. When NESN offered him a deal to add another sports team onto the station he was more than thrilled to take them up on the offer.Listen in to hear what happens when Scotts code disappears and his experience in trying to get a new code to complete his offer.It's important to honor your offers and to provide your front line with tools and authority to make it right for your customers.

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

Join James Field as he shares his frustrating Chick-Fil-A Mobile App Thru experience.As a loyal Chick-Fil-A customer, James expects when he uses the app as the company intends, he should have a quick and seamless experience once he arrives at the drive-thru. Instead, what he finds is his wait is always a lot longer than customers that don't use the app.Chick-Fil-A listen in so that you can better define how to optimize the drive thru experience for your loyal customers, like James.

Listen in as Korrie talks about her fabulous vacation that turned sour after she and her husband tried to get back to the US, from Canada on West Jet Airlines.What should have ended on a perfect note, turned sour and very expensive.If only the airline would have kept the best interest of their passengers in mind, they would have had a loyal couple. Now they have a couple that will never fly them again.

Listen in as Diana Leza Sheehan talks about her experience with inconsistent internet experience and how it affected her business and her family life.Why could one internet provider quickly find the problem of why her internet was dropping while her current provider could not and why do internet companies believe they can charge their customers for problems with their service.Find out more in this episode.

Listen in as Brett talks about how he had to navigate his group of 8 from Chicago to Florida the day after Christmas due to lack of communication from Southwest Airlines.When things go wrong, as they sometimes can, it is important to be in constant communication with your customers so they can make decisions on their next travel steps.Keeping customers in the dark is one sure way to lose their trust and loyalty.If you are known for good customer service, you are expected to live up to that during easy and hard times.

Listen in to hear what Doug Topken has to say about his experience working with a home contractor.His story highlights how a fantastic beginning experience doesn't always lead to a great remodel experience and how he, as a consumer, should have been more diligent on ensuring what was promised was actually delivered.The home contractor space is rapidly growing so those contractors who provide a great experience will win. Doug has two more bathrooms to remodel and his current contractor will not have the opportunity to remodel those, due to the disappointing bathroom remodel experience.

Join us as Kevin recounts his experience of a startling disconnect between leadership and the front line. Armed with detailed documentation, he expected a swift, straightforward resolution but found himself stalled by a rigid frontline script that prevented any real progress. Frustrated, Kevin took his story to social media and to his surprise, it was leadership’s intervention there that finally delivered a successful outcome. Tune in to discover how this situation could have been resolved correctly the first time.

What starts as a simple vacation car rental quickly turns into a saga of confusion, miscommunication, and unexpected chaos. In this episode, Justin recounts his unbelievable experience with Nu Car Rentals complete with baffling mix-ups, radio silence from customer service, and a shocking lack of transparency at every turn.From the moment he landed, Justin found himself navigating more than just the roads. Hear how this rental nightmare hijacked his vacation and why it left such a lasting and negative impression.

Listen in as Greg shares his auto claims experience with State Farm. Insurance companies should think through how to provide better access to humans that can understand their customers needs, handle their claim in a timely manner so that their customers can get back to driving their cars as soon as possible.

Wendy shares her story of trying to coordinate care for her mother and the struggles she had with consistent messaging, engaging with employees that did not do their job and even having to fight the state to get coverage back for her mother.

While Alex shares his Acura experience, think about the following:1) Make it easy for your customers to share their feedback or they will quietly leave your brand2) Listen to their problem and do what you can to make it right for your customer3) Loyalty matters and should be rewarded4) Negative WOM hurts brands and causes customers to leave to find a brand that will make it easier to do business with

It's important for companies to have policies in place to deal with harassment of any kind. Listen in to hear Jill's experience of how the gym she belongs to successfully navigated a resolution to allow Jill to continue to feel safe at the gym.

Beth shares her experience when trying to schedule a doctor appointment for her father and the struggles they had in trying to make this appointment. Beth's LinkedIn: https://www.linkedin.com/in/beth-smits-332b811/Kate's LinkedIn: https://www.linkedin.com/in/katekompelien/