Our Interview on the FEO Podcast: Turning Service Into Experience
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Our Interview on the FEO Podcast: Turning Service Into Experience
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This episode contains the highlights of an interview I gave to the FEO podcast. I was asked about Gobsmack Consulting, a practical framework for turning ordinary client touchpoints into experiences people actually talk about.
I walk through how to map every customer touchpoint, identify the pits and the forgettable middle, and redesign them into moments that create a genuine emotional response.
The big takeaway from the episode: in an AI-driven world where everything is being scaled and commodified, the most powerful thing you can do is the opposite. Do the unscalable.
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