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Hosted by Kate Backer-Kompelien · 🇺🇸 US · EN · 39 episodes
Established thought leaders with verified media credentials.
“Welcome to The Experience Gap: The Insight Shop to the Rescue, where we turn customer nightmares into teaching moments for businesses. Each week, we bring you real stories of service breakdowns, highlight the moments that matter, and equip businesses with the strategies to delight instead of disappoint.”
Kate Backer-Kompelien hosts The Experience Gap: The Insight Shop to the Rescue, a business show with 39 episodes published.
In this episode, we explore what makes a customer experience feel effortless, thoughtful, and deeply memorable. Our guest, Surya, shares her experience staying at the Four Seasons on the Big Island of Hawaii — not becaus
In this episode, we explore how memorable customer experiences are often created through small, thoughtful moments. Karen shares two positive CX stories: a hair stylist who listened carefully, offered thoughtful suggesti
In this episode, I share a personal story about needing a very specific vehicle, on a very specific timeline, while flying in from another state to pick it up. After a few frustrating dealership experiences, one salesper
What I love about Kristen’s story is that the “magic” wasn’t just the castle, the characters, or the rides. It was the feeling of being cared for at exactly the moment her family needed it most. Two little kids. A long t
When a Brand-New Audi Needs Service: What Happens After the Sale Matters Most Three weeks after driving off in his brand-new Audi, Daryl found himself back in service for a water pump issue. Not exactly the luxury experi
In this episode, Midco flips the script and interviews me about a frustrating customer experience that I had, that ultimately turned into a powerful example of listening and recovery. I share how I unexpectedly lost inte
Cory takes us inside his Starbucks mobile app obsession — and trust us, his loyalty runs deep. You might be impressed… or slightly alarmed… by the number of espresso shots he powers through each morning. Listen in as Cor
What makes a family drive two hours and cross state lines for care they could get closer to home? In this episode, Kenny shares the powerful story of navigating his son’s severe asthma and why Cincinnati Children’s earne
What does it mean for a brand when hundreds of protein bar boxes are sitting open on a Target shelf? In this episode, Jessica breaks down what may have caused the packaging failure, why testing matters before products re
Listen in as Steve shares why the Starbucks app stands out as a masterclass in seamless ordering and pickup—every step feels intentional, intuitive, and built around what customers actually need in the moment. Steve, aut
Listen in as Mark shares how Iceland surprised him with a family-friendly travel experience from start to finish. His journey starts with Icelandair providing a bassinet, gate staff welcoming them with a plushie for his
Listen in as Kara shares a standout customer experience with Molly Keyser’s Freedom Creation Club—one that turned a potential pricing frustration into a moment of real trust. Over a busy holiday weekend, Kara noticed her
What makes travel planning feel effortless and what makes it frustrating? In this episode, Brian shares a standout customer experience using Google Flights to plan his family's Spring Break. Together, we unpack the speci
Join us as we flip the script and share positive customer experiences to start off 2026. Brian shares his wonderful experience pulling into the parking lot of Americas Tire. Listen in as he shares what made this experien
Listen in as Shmuel shares a standout in-store experience at Verizon while upgrading his phone and plan—and why it worked so well. From the moment he walked in, he was greeted quickly and treated like his time mattered.
Holiday travel is stressful enough. For Jim, Delta’s communication made it worse. He only learned his first flight was cancelled five minutes after boarding was supposed to start—even though the plane had never left its
Ryan Green thought he was checking a simple box: order mittens for his 4-year-old son on Amazon and fast. When the package arrived, the “mittens” were shockingly tiny, paper-thin, and barely wearable (more like something
Ever had an eye exam that felt more like a drive-thru than healthcare? In this episode, you’ll hear why taking time with patients is the difference between a forgettable visit and a genuinely good experience . Jessica le
Listen in as Mike takes us back to being 14 years old at Best Buy, determined to get the very first Xbox Microsoft ever sold. What started as a moment of huge anticipation and excitement quickly turned into one disappoin
When Ashley tried to move her data from her old iPhone to her new one, it should’ve been a one-tap, one-day upgrade. Instead, it turned into days of frustration, multiple support channels, conflicting instructions, and a
Jessica Schwartz
Sales and Marketing Director · Strategic Packaging Partners
1 appearance on this show
Steve Dennis
President & Founder · Sageberry Consulting
1 appearance on this show
Shmuel Saklad
Senior Manager of Enterprise accounts and B2B Contact Center Operations · B&H Photo Video
1 appearance on this show
Jim Tincher
Customer Experience Expert and Best-Selling Author
1 appearance on this show
Ryan Green
Founder and Chief Media Officer · Yoder Family of Companies
1 appearance on this show
Dave Harris
FCIA · More2Life
1 appearance on this show
Justin Wood
former Oklahoma State Representative, Republican candidate for Oklahoma State Senate District 17 · Dimensional Innovations
1 appearance on this show
Kate Kompelien
Midco
1 appearance on this show
Kenny Hackney
Cincinnati Children's Hospital
1 appearance on this show
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The Experience Gap: The Insight Shop to the Rescue is hosted by Kate Backer-Kompelien. The show is categorised under business (entrepreneurship) and has published 39 episodes.
The Experience Gap: The Insight Shop to the Rescue has published 39 episodes.
The Experience Gap: The Insight Shop to the Rescue regularly covers business, entrepreneurship. It sits in the business category, with a entrepreneurship focus.
The Experience Gap: The Insight Shop to the Rescue is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
The Experience Gap: The Insight Shop to the Rescue hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of The Experience Gap: The Insight Shop to the Rescue average 11 minutes. a focused format where a clear narrative arc and tight preparation matter most.
Our data rates The Experience Gap: The Insight Shop to the Rescue's guest bar at 80/100 (Premium tier). Established thought leaders with verified media credentials. Sign in to PitchCentric to see how your own Pod Score compares against this show.
Methodology. Booking Probability™ blends Listen Score, 30-day Virality, open-to-guests detection, and Apple ratings. Data refreshed every 60 minutes. Listen Score and Booking Probability are calculated by PitchCentric. Last enriched 10 days ago.