The Experience Gap: The Insight Shop to the Rescue

Season 2: Episode 13 - Kate Kompelien - Brookdale VW Experience

In this episode, I share a personal story about needing a very specific vehicle, on a very specific timeline, while flying in from another state to pick it up. After a few frustrating dealership experiences, one salesperson and one dealership stood out by responding quickly, solving problems, removing friction, and making the entire process feel easy. It’s a great reminder that customers remember the moments when companies make life easier and those moments can be the difference between losing the sale and earning long-term trust. If your customer experience could use a tune-up, The Insight Shop can help you find the friction and map a smoother road forward.

Season 2: Episode 12 - Disney Experience

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.

Season 2 - Episode 11: Daryl Travis - Audi Experience

When a Brand-New Audi Needs Service: What Happens After the Sale Matters Most Three 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.

Season 2 - Episode 10: Kate Kompelien - Midco Experience

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 Limberg - Starbucks Mobile Experience

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).