Most leaders don’t ask for “better experience.” They ask for retention, speed, fewer complaints, and less rework. This session introduces a simple operating mechanism built around five touchpoints where experience is created or broken. You’ll see how leader responses get repeated and become standards, how to define “what good looks like” in high-stakes moments, and how to use a short list of recurring breakdowns to focus improvement where it matters most. Includes a case example and a fast breakout with practical outputs.

Key takeaways include:

• A practical leadership mechanism for how responses shape outcomes and get repeated

• Five touchpoints leaders can standardize to create consistency at scale

• How to set standards, decision rights, and ownership that hold up under pressure

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Marilyn Suttle is a keynote speaker and consultant focused on customer experience, leadership, and team well- being. She equips leaders with practical, evidence-backed communication tools and operating mechanisms that reduce friction, increase trust, and improve outcomes. Marilyn is the author of Who’s Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan works with organizations that want experience to be consistent and relationships to be strong.