Friday espresso: Customer Experience CX: What's the Secret Ingredient from Right to Remarkable?
Sep 12, 2025 1:01 am
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Customer Experience CX: What's the Secret Ingredient from Right to Remarkable?
In our latest podcast, Elton, representing Gen Z, joined three working mums and corporate trainers — Anna, Shereen, and myself — to explore surprising parallels between raising kids and leading teams. A blend of parenting and leadership with younger generations for us to ponder, reflect and learn.
👇Catch the full episode here!
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Customer experience isn’t just about completing a task, it’s about creating a moment people remember, and stay with them with a smile. Think about the last time you were surprised by a brand. It wasn’t the speed of the transaction or the accuracy of the order, it was the experience. A simple product or service became something you wanted to talk about, and tell more people about it, because it sparked emotion, connection, and meaning.
The truth is: customers today don’t just buy products, they buy how those products make them feel. The question for every organisation is this: are you just delivering service, or are you designing experiences worth remembering?
WHY Memorable Experiences Matter
❤️Emotions Drive Loyalty. Customers rarely remember the technical details of a transaction, but they always remember how you made them feel. Brands that spark curiosity, delight, or care win long-term loyalty.
🌟Every Touchpoint Shapes Perception. From the first hello to the last goodbye, every interaction builds (or breaks) trust. Consistency across touchpoints creates confidence and strengthens your brand’s credibility.
📣Memories Multiply Through Sharing. In the social media age, customers don’t just consume experiences, they share them. A memorable moment can turn into free marketing and stronger word-of-mouth than any campaign.
WHAT Makes Experiences Stand Out
✨Simplicity Over Complexity. You don’t need grand gestures or expensive tech. Often, the smallest, most thoughtful touches like personalization or inviting participation, create the biggest impact.
🎯Relevance to the Customer. The best experiences feel designed for me. Tailoring services to customer needs, preferences, or culture makes your brand feel relatable and human.
🧩Alignment With Brand Values. When service reflects your brand’s story and values, it deepens trust. Customers see authenticity, not just effort, and that’s what makes the experience meaningful.
HOW to Create Service That Lasts
📚Train Beyond Skills. Service teams don’t just need “what to say.” They need frameworks that teach empathy, storytelling, and problem-solving, skills that shape moments, not just transactions.
⚡Empower Frontlines to Decide. Rigid scripts create robotic service. Empowering employees to make small decisions for customers encourages initiative, ownership, and genuine connection.
🛤️Design Customer Journeys Strategically. Look at the full journey. Before, during, and after purchase. Map out the touchpoints where emotions are strongest, and intentionally design those moments to be positive and memorable.
At the end of the day, customers won’t always recall what they bought from you, but they’ll remember how you made them feel. Memorable experiences don’t happen by chance, they’re designed with intention, empathy, and alignment to your brand values.
So the question is: are you giving your customers just a service, or a story they’ll want to share?
MQ 20 Anniversary Learning Fest!
We’re turning 20! Celebrate with us through a special lineup of learning experiences including:
🌟Agility Unlocked by Patrick Ooi
🌟Human Heart, AI Edge in Emails by Roshini Ganesan
🌟Leadership Branding by Anna Yap
🌟PQ Unlocked: Grow Your Mental Fitness by Shereen Kaur
🌟Think On Your Feet by Koo Lily
🌟Lead by C.O.R.E: Authenticity in Action by Soo Hoo
📩 Wish to join us and experience how we deliver our workshop? It is FREE with participation guidelines detailed in the form. Register your interest here! https://forms.gle/NG9DDmN5oHKrNx1b6
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That’s the espresso, keep the momentum! ☕😌
Stay caffeinated & curious!
Koo Lily
l Founder of mq Training Coaching Consulting l
Leadership Coach l Change Facilitator l Speaker l
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