In this episode Lindsey Major, Chief Experience Officer for the Mechanical Licensing Collective (MLC), discusses her unique journey into the music industry and the role of the MLC in collecting and distributing royalties to rights holders. She explains that the MLC was created as a result of the Music Modernization Act and is responsible for administering the blanket license for digital audio mechanical royalties. Lindsey emphasizes the importance of customer experience in the music industry and highlights the difference between customer experience and customer service. She also discusses the challenges of balancing the diverse desires of the customer base and the importance of understanding customer mindsets. In this conversation, Lindsey Major discusses the importance of customer experience and how it impacts business success. She emphasizes the need for businesses to understand their customers' needs and motivations in order to create personalized and meaningful experiences. Lindsey also highlights the role of automation in customer service and the importance of balancing automation with human interaction. She shares insights on how small businesses can prioritize customer experience and offers advice on keeping teams motivated and focused on delivering exceptional service. Lastly, she discusses the concept of continuous improvement and the importance of evaluating and evolving customer experience strategies.

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