Learn about a camping trip gone awry, why every customer touchpoint matters, and thinking fast when money is on the line. Bite-Sized Delight From the Episode: • A Camping Trip Gone Awry - overselling and under-delivering is a recipe for bad customer experiences - even in the great outdoors • Identify and Optimize Customer Experience Touchpoints - look at every interaction when designing your experiences and don't forget that customer journeys aren't linear • Think Fast! - see if our celebrity contestant Shep Hyken can Think Fast and answer even faster as part of our new game show Experience Points! Are You Looking for Things We Referenced? • Managing Expectations: A Customer Experience That Leaves Praise on the Table - Guest blog post by Jamie Drake on the Dan Gingiss blog • How to Identify and Optimize Customer Experience Touchpoints - by Jessica Greene at Help Scout • Experience Points - presented by Avtex • Shep Hyken - the "godfather" of customer service - customer service expert, keynote speaker, and best-selling author • Think Fast - Celebrity Guest Shep Hyken - Experience Points Find more links and a full transcript of the show at: http://ExperienceThisShow.com. See you next week!

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