Experience by Design - Customer Experience Shaped by Consistency and Precision - Synergistic CX Magazine – January 2026

Discover the January edition of Synergistic CX – The Customer Experience Magazine!

The January 2026 edition of Synergistic CX turns its focus to the car wash industry - a high-frequency, service-intensive sector where customer experience is shaped not by grand gestures, but by consistency, execution, and attention to detail. Under the theme “Experience by Design: Customer Experience Shaped by Consistency and Precision,” this edition explores how everyday operational moments define trust, satisfaction, and repeat behavior.

Download the full PDF version by clicking HERE!

At the core of this edition is a comprehensive industry study based on more than 1,400 real car wash locations worldwide and over 28,000 customer reviews. The analysis translates large-scale customer feedback into clear experience signals, revealing where performance is fragile, which moments matter most, and how small gaps compound across repeat visits.

This edition delivers a journey-based view of the car wash experience, mapping customer sentiment across Awareness, Consideration, Conversion, Retention, and Advocacy. By linking review commentary to specific journey stages, the study highlights where experience breaks down - most notably during payment and follow-up moments.

To deepen this understanding, the magazine introduces a Marketing Mix (7Ps) perspective, showing how customer sentiment concentrates across Product, People, and Process. This lens makes clear which operational elements matter most to customers — and which receive disproportionate negative attention when expectations are not met.

Complementing the analysis, the edition also includes a Starter Voice of the Customer (VoC) survey, designed to help operators measure the most critical moments of the car wash journey. The survey focuses on high-impact touchpoints such as staff greeting, location condition, wash quality, pricing clarity, and follow-up communication, providing a practical foundation for structured CX measurement and improvement.

Turning Insights Into Action with Jason Bare

A central highlight of the January edition is the expert contribution from Jason Bare, President of BARE International. In an in-depth podcast conversation and featured articles, Jason shares a pragmatic perspective on what truly drives customer experience improvement across service industries.

Rather than advocating complexity or technology for its own sake, Jason emphasizes execution discipline, ownership, and actionability. He challenges organizations to move beyond collecting feedback and instead focus on how insights are reviewed, discussed, and acted upon — especially in fast-cycle environments like car wash operations, where issues surface quickly and patterns repeat.

Across three dedicated articles, Jason explores:

• Why consistency often matters more than innovation

• How small human moments retain outsized influence, even in automated settings

• What it takes to translate customer data into operational change

Each theme is grounded in real examples and practical insight, reinforcing the idea that sustainable CX improvement is built through repeatable fundamentals, not one-off excellence.

From Transaction to Routine

The January edition reinforces a core message: in industries built on repeat visits, experience design is operational design. Clear service flow, reliable wash execution, transparent pricing, and thoughtful follow-up are not “extras” — they are the foundation of trust.

By combining customer sentiment, journey mapping, and expert insight, Synergistic CX – January edition offers a practical lens for car wash operators, CX professionals, and service leaders seeking to move from insight to action.

Download the full January edition of Synergistic CX to discover how consistency, precision, and disciplined execution turn everyday services into repeat customers.