The Hat Trick of Ts

Struggling to make your brand stand out? In this episode, I share why customer experience crushes flashy ads, using my “hat trick of Ts” (tease, talk, taste) to spark word-of-mouth that sells. Forget pricey campaigns that fizzle—learn why they fail and how Fred, a hotel worker, turned a guest’s day around with a warm smile and “mistake” coffees. I’ll share how to create small, heartfelt moments that stick, whether you’re running a hotel or a corner shop.

Discover how to ditch soulless ads and build genuine connections that drive loyalty. A dull spa visit taught me what flops: apathy. But a waitress who handed my kids colouring books and a note showed how tiny gestures make brands unforgettable.

Find out more about Jess and the Empress membership community at jesscollins.co.uk or The Feral Writer on Instagram.

M Path is produced by Urban Podcasts.