Episode 3: Peak Season Lessons & a UK Coffee Favorite
Coffee, Crunch Time, and How to Prepare for CX Success
In Episode 3 of CX and Coffee, Justin Robbins and Marty Shaughnessy serve up holiday insights and one of the most delicious brews yet. This week, they reflect on the challenges of peak season—those hectic times of year when customer expectations soar and teams are pushed to their limits—and share actionable tips to keep your CX strategy on track.
What’s Brewing in Episode Three?
Origin Coffee’s Resolute Blend:
Justin brings back a gem from his recent trip to London: Origin Coffee’s Resolute Blend. Featuring notes of stone fruit, caramel, and milk chocolate, this rich and balanced coffee quickly became a fan favorite.
Lessons from the August Crunch:
Marty and Justin take a nostalgic look back at their time at Hershey and the infamous “August Crunch,” a company-wide initiative that brought corporate staff into the parks to help during the summer’s busiest weeks. From wrangling roller coaster lines to scooping ice cream, they reveal how stepping into the frontline can transform your CX approach.
Preparing for Peak Season:
Whether your busy period hits in the summer or during the holiday rush, Justin and Marty share tips for managing customer expectations, recruiting and training seasonal staff, and building collaboration across teams.
Key Takeaways from the Episode:
- Preparation is Everything: The most successful teams plan months in advance, ensuring they have the resources and processes to meet customer needs.
- Involve the Whole Team: Invite non-frontline employees to experience peak season firsthand—it builds empathy, creates allies, and strengthens your organization’s CX culture.
- Reflect and Improve: Use post-peak reviews to refine strategies and prepare for the next busy period.
Why Watch CX and Coffee?
CX and Coffee is the show where customer experience meets real-world insights, served with a side of humor and a freshly brewed cup of coffee. Join Justin and Marty each week as they tackle CX challenges, sample unique coffees, and share stories from the frontlines of customer experience.
So grab your favorite mug, press play, and get ready to rethink how your business handles its busiest moments—one sip and one CX lesson at a time.
