Johann Kim is the Founder and Managing Director of Pigeonhole, a series of quirky and designer-esque retail stores throughout Australia. We talk to him about how a retail business like Pigeonhole is able to deliver consistent customer experiences when they have so many different store formats. We also talk about culture and how Johann's passion for delivering amazing service permeates through the business and enables staff to develop relationships with their customers.

Key takeaways (starts at 21:46):

1. At its heart, customer experience is emotive; it's about how your customers feel.
2. Create a positive internal culture by focusing on friendship and family values
3. It's okay to break the rules sometimes if it keeps you enthusiastic and that resonates with customers.