Something New Happened in This Episode...


Something New Happened

Hi there,

This one felt different.

Not just because of the guest (though Jessica “JP” Posey is always electric), but because we were sitting together, in person, recording the very first episode ever at the brand-new Kit Studios in Chicago!

There’s something about a fresh space. New mics. The buzz of being somewhere built with intention. And that intention? It’s not just about soundproof walls or camera angles. This is all about experience.

JP explains how this isn’t an accident:

We are committed to delivering that best possible experience for our customers, whether that is in a software or digital setting or in a physical one like this.

Kit didn’t just launch a studio; they crafted a space that reflects their brand, their values, and their belief that creators deserve better tools, better spaces, and better experiences.

That showed up in everything. How easily we connected our gear. How comfortable the layout was. How the studio made it feel less like work and more like a conversation.

AND…they listened to me. Even right there in the soft launch and first recording, they wanted to know what I thought as a podcaster.

Even before this, we were talking about little tweaks that we might make or or suggestions that you had in order to make that a really plug and play experience as much as possible.

I was excited. Not just because we were in a gorgeous, branded studio. But because it was a real-life reminder that CX isn’t something you turn on when the customer shows up. It’s baked into everything, even the experience of pressing the record button.

Your Turn:

What are some of your favorite examples of an unexpected brand extension that deepened your loyalty to the brand?

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

P.S. If you know someone who might benefit from this week’s newsletter, please feel free to forward this to them. Or they can sign up here.

What’s on tap this week?…


Host - Rick Denton

Rick believes the best meals are served outside and require a passport

🎤🎞️“The one with the new studio” with Jessica “JP” Posey, Senior Director of CX for Kit in CX Passport Episode 217🎧


Bring CX Passport Live to Your Event!

Excite your attendees, celebrate high value customers, increase conversion, create revenue

Hello?…Is it me you’re looking for?

Let's talk. Sometimes the only way to know if we're the right traveling party is to talk. Grab a time that works for you.

I love Kit and think you will as well. Want to upgrade your newsletter AND help out CX Passport?

Make the change to Kit like I did: https://partners.kit.com/cxpassport

5717 Legacy Drive, Suite 250, Plano, TX 75024
Unsubscribe · Preferences

CX Passport

Your weekly excuse to ghost Slack for 10 minutes. Get proven ideas from CX Passport’s expert guests...quick, sharp, and right to your inbox (You're not following the pod yet? Watch at www.youtube.com/@cxpassport Listen at www.cxpassport.com)

Read more from CX Passport

There's more than customer happiness Hi there We talk about “value” a lot in CX... but rarely do we define whose value we mean. Michel Stevens offers a framework that cuts through the noise. “There are three forces, and they need to be in balance. It's about creating value... creating value for your customer, creating value for your organization and creating value for your brand.” Most of us are pretty good at that first one. Creating customer value is table stakes in CX. And if you’ve been...

CX doesn’t beg for a seat at the table... it earns it Hi there We talk a lot in customer experience about wanting “a seat at the table.” But Kate Guenther didn’t wait around for an invitation. She brought results. “I've seen us reduce fraud, deliver product insights, boost conversion. I mean, those three alone get you a seat at the table in the room.” In this episode of CX Passport, Kate shows what it looks like when CX leaders speak the language of the business. Not NPS. But revenue, risk,...

It’s invisible... until it isn’t. Hi Reader What if you could see trust slipping away while an experience was still happening... and do something about it before it was too late? Tim McCleary says you can. “We can now actually use science to...show the impact... we can measure [trust] during an experience that we're delivering, and if we see trust is waning, we can change in real time to bring it back up again.” In this episode of CX Passport, Tim shares how trust isn’t just a soft concept....