“73% of customers say experience is a key factor in their purchasing decisions just behind price and product quality,” according to a report from PwC. Customer experience is no longer just a support function of your business... it’s a leadership strategy. In this episode, we’re joined by Van Battle, a seasoned customer experience leader who has first hand experience on how it can improve a company’s success based on his career working with brands like Jamba Juice, Urban Remedy, and The Sharper Image.  In this episode you will learn: The real difference between customer service and customer experience How to turn your support team into your company’s most strategic asset Why empathy is a leadership skill How “minor league” development programs can retain top talent What most companies get wrong when using AI in customer experience How to empower reps to resolve issues without escalating every time What leaders must do to instill a culture of ownership Timestamps: 00:16 – Leading through stewardship: what it looks like  01:09 – Lessons from the restaurant world: empathy starts on the frontlines  03:26 – The invisible value of busboys and call center reps  05:18 – Why Van sends reps into stores and orders their own products  06:58 – Customer service vs. customer experience  08:46 – Anticipating issues before they happen  10:23 – Turning reps into “insight engines”  12:32 – Avoiding burnout: how to distribute workload fairly  13:40 – Baseball, development, and team balance  14:57 – The “minor league program” for career growth  17:11 – Upskilling with Learnit: real examples that worked  19:03 – Creating a culture of learning and mobility  20:04 – Training teams to own the resolution  22:45 – Building confidence through empowerment  23:39 – When the customer isn’t right—and how to respond  25:22 – Tracking patterns to prevent abuse  26:52 – Balancing trust between customer and employee  29:36 – How to turn customer data into internal action  32:01 – Getting specific: “friendly” means what exactly?  33:18 – How customer expectations have evolved  35:52 – Humanizing digital experiences in a tech-first world  37:49 – What Southwest’s shift says about customer loyalty  39:14 – What AI should never replace  41:04 – Will AI replace frontline workers?  42:47 – Van’s biggest leadership lesson about customer experience  Resources & Mentions: Follow Van on LinkedIn: https://www.linkedin.com/in/vancbattlejr/  Urban Remedy: https://urbanremedy.com/  Jamba Juice: https://www.jamba.com/  Connect With Us: Website: www.learnit.com Email: [email protected] Follow us on LinkedIn and Instagram for show updates 

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