Member-only story
How An Investment In The Customer Experience Journey Converted A Life Time Client
How you make your clients “feel” is about the friction you remove.
I hate cruises. I despise them. They’re the bane of my existence.
Thousands of people crammed on a boat, who poke their nasty fingers in the buffet after they vomited 20-minutes earlier from being seasick.
Gag. Disgusting.
So I decided to book a cruise. Makes sense, right?
My goal for the trip was to disconnect, celebrate twelve years being with my wife, and now with our two beautiful sons.
We bought an upgraded package, and it was the first day of our family vacation.
So I thought…
My wife and older son began fighting. Him, screaming his demands, and Nicky bound to teach him a lesson.
The shower water dripped down my face as I watched the scene unfold.
Then it hit me.
In two-hours, I’m going to be stuck on a boat with these two.
What was a minor WWIII battle turned into a full-fledged war. Noah screaming at the top of his lungs, Nicky frustrated and slinging…
