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She Just Wanted Disney+ for Her Grandkids. What Happened Next Exposed a Broken Customer Journey

She Just Wanted Disney+ for Her Grandkids. What Happened Next Exposed a Broken Customer Journey

by Tiffani Williams | Aug 24, 2026 | Experience

Recently, my mother-in-law wanted to put on Disney+ for her grandkids so they could watch one of their favorite shows. But when she opened the app, she realized she had been logged out. She tried signing back in, but the subscription she had been paying for was...
Could Buc-ee’s Approach to Brand Protection Damage Customer Trust?

Could Buc-ee’s Approach to Brand Protection Damage Customer Trust?

by Tiffani Williams | Aug 4, 2026 | Experience, Feedback, Loyalty

I’ve always enjoyed Buc-ee’s and appreciated the experience the brand has created for travelers. That is why the recent news about its trademark dispute with a small-town mini mart caught my attention. Rather than changing my entire opinion of the company, it made me...
What Customers Experience Before They Leave a Bad Review 

What Customers Experience Before They Leave a Bad Review 

by Tiffani Williams | Jul 22, 2026 | Experience

A bad review usually appears to be about one moment, such as a rude employee, a missed appointment, a delayed order, a billing issue, or a phone call that did not go well. However, most customers do not leave a bad review because of one single thing. The review is...
Customer Intelligence: Because “Vibes” Is Not a Strategy

Customer Intelligence: Because “Vibes” Is Not a Strategy

by Tiffani Williams | Jul 3, 2026 | Experience

Most businesses think they know their customers, but do they really? They know when someone complains, leaves a bad review, and when sales slow down. They know when a customer cancels or stops coming back.  But what about everything that happened before that? The...

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