Is “surprise and delight” really the secret to customer loyalty, or is reliability your real superpower? In this episode, we challenge one of CX’s biggest myths: that delight always wins.
Many brands, especially in B2B, utilities, or financial services, build trust not through flashy moments but through consistent, dependable service. We explore how neglected touchpoints, like billing or scheduling, can become powerful moments of emotional connection when approached with a bit of personality and care.
You’ll also learn how to build an “emotional bank account” that pays off during service hiccups, and why small, intentional improvements can be more impactful than chasing viral wow moments. Think TSA’s surprisingly fun social media presence as inspiration.
Tune in to rethink what really drives customer trust—and how your brand can strike the right balance between consistency and creativity.
Resources Mentioned:
What Are Micromoments & Why Are They So Important?
CX Mission Statement Workbook
Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!
Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
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