18. Create Delight to Keep Customers for Life w/ Jordan Olivero

What’s a surefire strategy to solidify your reputation for offering a superior customer experience? We’ll give you a hint. It involves tacos. Jordan Olivero is the director of customer success at Swimlane. He visited our podcast recently to discuss the power of moments, doing things that don't scale but doing them anyway, giftology, and being your own PR firm. Olivero read The Power of Moments a year ago and it transformed the way he looked at the customer journey. They broke down the things that are common to any memorable lasting impression. Those are the places where you have an opportunity to make a moment that really lasts. In customer experience,the moments that are particularly powerful or memorable often have one of these three traits: They are pits in the journey. They are peaks in the journey. They’re at a transition in the beginning and the end.