MBS902 - The Threshold: Experience Is the Product

In this episode, Matt, Brent, and Rich dig into what really makes customers stay and why most companies get it completely wrong. Rich goes off on how customer experience is not about service scripts or clever features, but about creating emotional memories that anchor people to your brand. He breaks down why nostalgia works, how people remember how it felt, and what it means to build trust before someone even becomes a customer. Brent challenges the idea of customer-first by asking whether companies even understand their customers’ inner world, and Matt brings it back to the disconnect between intent and execution, especially in fast-scaling environments. The result is a layered, honest conversation about brand, memory, experience, and the moments that actually matter.