Synergistic CX: Season 3 - Episode 1 (part 3/3) - The Experience by Design

In Part 3 of the Synergistic CX podcast episode, the focus turns to Jason Bare’s perspective on customer experience leadership and execution. Drawing on decades of hands-on experience at BARE International and a lifelong exposure to CX, Jason shares how insight becomes action in real operating environments. The discussion moves beyond frameworks and metrics to explore what truly sustains improvements in customer experience.

Jason begins by reflecting on his lifelong exposure to customer experience through a second-generation family business. This early immersion shaped a practical mindset - one grounded in observing frontline behavior, listening to real customer feedback, and understanding how small moments influence perception over time. For Jason, effective CX leadership is rooted in proximity: being close to clients, locations, and the realities of service delivery.

As the discussion turns to today’s CX landscape, Jason highlights the need for continuous adaptation. With growing volumes of data and rapidly evolving technology, CX providers and brands alike must stay ahead - using analytics not for reporting’s sake, but to surface issues quickly, support informed decisions, and enable immediate actions.

A recurring theme throughout Part 3 is speed and ownership. Jason stresses that insight only creates value when it is acted upon quickly, with clear accountability. Whether feedback is positive or negative, every signal should trigger a response - reinforcing great behavior or correcting issues before they scale. This feedback loop, he explains, is essential in industries shaped by automation, where problems and successes can multiply rapidly.

The conversation returns repeatedly to the human dimension of experience. Even as automation becomes more prevalent, small personal interactions - eye contact, a greeting, a smile - play a critical role in transactional services like car washes. Jason emphasizes that differentiation comes not from added features, but from predictability, consistency, and friendly staff behavior across every visit and location.

When addressing ROI, Jason offers a pragmatic view. The challenge is not the lack of data, but aligning research with clear objectives. By focusing measurement on the drivers that truly matter - such as wait time, service quality, staff interaction, and facility standards - organizations can connect CX insights to concrete operational and investment decisions. In some cases, correlating experience data with performance metrics reveals where improvements will deliver the greatest impact.

Part 3 concludes with Jason’s core recommendations for CX leaders:

• Stay close to meaningful customer feedback.

• Focus on the few drivers that matter most.

• Act quickly with clear ownership.

• Prioritize consistency over isolated moments of excellence.

In the car wash industry and beyond, a strong customer experience is built through disciplined execution, repeated over time.

Watch Part 3 here, and stay tuned for future episodes of the Synergistic CX Podcast.