Surprise, Delight, or Just Get It Right?

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:
Experience Investigators Website -- https://experienceinvestigators.com
What Are Micromoments & Why Are They So Important? -- https://experienceinvestigators.com/customer-journey-maps/tedx-jeannie-walters/
Download the free CX Mission Statement Workbook -- https://bit.ly/cx-mission-workbook

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)