Repeat Customer

By Zendesk

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Description

Why do we have nothing but love for some brands—and, hate others with a passion? Repeat Customer is all about examining truly great customer experiences: How companies create them, and why superfans love them so much. CEOs, chief customer officers, and industry experts reveal the inside stories of how iconic companies rose to prominence by solving pain points, reimagining touch points, disrupting traditional business models, and staking their entire success on inventive, customer-focused approaches. And die-hard superfans share stories of their (sometimes) zany expressions of brand love. Hosted by Mio Adilman, produced by Zendesk. New episodes every other Monday.

Episode Date
How Flywheel Upcycled Boutique Fitness and At-home Classes
00:25:20

When SoulCycle co-founder Ruth Zukerman abruptly left her groundbreaking boutique fitness company, the question became whether she could strike gold a second time with a similar spin class concept called Flywheel Sports. But then the challenge doubled when Peloton entered the market with a radical new at-home fitness option.

Zukerman describes the early days of boutique fitness and how her continued emphasis on the customer experience paid off for Flywheel. Stacey Artandi Seldin explains the integral role technology played in that success. Matt O'Connor outlines Flywheel's adoption of the latest trend: at-home streaming fitness classes. And fitness industry analyst Dana Macke provides an overview of how fitness has moved from big box gyms, to boutique studios, to interactive classes in our homes, and what lies beyond.

Jul 15, 2019
How Chip and Joanna Gaines Turned A Hit TV Show Into Magnolia
00:24:56
Chip and Joanna Gaines were stars of the hit home makeover TV show Fixer Upper on HGTV, but when they decided to launch a lifestyle brand called Magnolia, they couldn't rely on celebrity status alone. It required a much deeper customer experience. Brand strategist Adam Hanft describes the pitfalls of personality-based brands and how to avoid them. Chris Pullig at Baylor University deconstructs some of the secret sauce behind Magnolia's customer experience. And Magnolia's Director of Guest Services, Sam Goff, takes us into the Waco, Tex. call center where customer service reps connect with Chip and Joanna's devoted fans.
Jul 01, 2019
How SeatGeek Scores You Tickets To The Game
00:25:13
When SeatGeek set out to disrupt the live event ticket buying experience they went up against dominant players like Ticketmaster and StubHub, and a seemingly endless series of new pain points that kept cropping up around every corner. Would the startup be able to continue adjusting its mobile-first platform at the same time as it fought for space in a tightly controlled industry? SeatGeek co-founder Russell D'Souza describes the murky world of ticket buying he sought to improve and the challenges his team had to overcome. Journalists Eric Fisher and Dave Brooks, and ticketing veteran Fred Maglione provide context to a complex industry. And sports superfan and podcaster Tim Daniel relates his experience scoring tickets with SeatGeek.
Jun 17, 2019
How Hinge Muted The Gamification Of Dating
00:25:26
When dating app Hinge shifted its platform to mobile and adopted the swipe feature along with other apps like Tinder, its customer base soared along with its valuation. But as hookup culture gripped the Millennial demographic, founder Justin McLeod realized Hinge's new customer experience was working against its mission of helping people find lasting and fulfilling relationships. Relationship expert Dr. Monica O'Neal outlines the rapidly changing landscape and impact of online dating and mobile dating; Chris Stegner, Founder, and CEO of Very Big Things, weighs in with the impact of UX; and Justin recounts Hinge's risky decision to confront the gamification of dating apps, as well as how his own romantic situation influenced that decision.
Jun 03, 2019
How Shake Shack Cooked Up Its Cheeseburger Experience
00:25:34
Shake Shack's improbable rise from a hot dog cart in a New York City park to international hamburger chain seems even more unlikely when you consider the guy who started it: Danny Meyer. He's a Michelin-starred restauranteur with a reputation for exceptional customer service. How do you translate that kind of customer experience into fast food? Food journalist Daniela Galarza, Danny Klein of QSR Magazine and Bonnie Riggs, a restaurant industry analyst, describe how Shake Shack and Danny Meyer benefitted from the emergence of a new restaurant category called "fast casual" while another NYC food writer, Chris Shott, explains what's between Shake Shack's buns.
May 20, 2019
How Disney Reimagined the Cruise Experience
00:24:45
When Disney decided to enter the cruise industry in the mid-90s, other cruise lines were skeptical that Disney could succeed, because how do you take the expansive experience of a theme park and plop it on the limited confines of a boat? What they failed to consider was Disney's previous experience disrupting the theme park industry and Disney designers' legendary attention to detail, which came together to create a brand-new cruising category: the family cruise that has something for everyone. Colleen McDaniel of Cruise Critic and Joe Kleiman of InPark Magazine recount Disney's impact on family vacations with the launch of Disney Cruises while marketing consultant and Disney Institute graduate Arnold Tijerina describes the central role customer experience played.
May 06, 2019
How One Medical Turned Doctors Into Designers
00:24:38
As a patient visiting the doctor, have you ever even considered yourself as a customer entitled to a pleasant experience? Well, that's what primary care physician Tom Lee set out to provide when he founded One Medical. But how does one doctor change deeply ingrained inefficiencies in a system as large as the U.S. healthcare system? Tom Lee describes how he thought like a designer—not a doctor—in his quest to rearchitect the patient experience, while current One Medical CEO Amir Dan Rubin describes the integral role technology plays in their plan. Merchant Medicine CEO Tom Charland demystifies the curious role insurance plays in the medical system. And from the world of health management academia, Kim MacPherson envisions the future of primary care thanks to clinics like One Medical.
Apr 22, 2019
Ellevest’s Gender-Aware Investing Platform
00:25:27
After conquering the male-dominated boardrooms of Wall Street, Sallie Krawcheck turned her attention to an underserved market worth at least $7 billion: women. But how do you transform a customer experience largely geared toward men, in a complex industry like investment banking? Sallie reveals how she created a uniquely gender-aware digital platform called Ellevest while Arielle O'Shea at NerdWallet describes its impact on the traditional banking industry.
Apr 08, 2019
Introducing, Season 2
00:01:40
This season we're coming back with new episodes about eight game-changing companies who saw something missing in the customer experience from a wide range of industries including fintech, healthcare, media, and retail. We’ll explore all of that and more on season two of Repeat Customer, launching Monday, April 8.
Mar 26, 2019
Coming soon, Season 2...
00:01:47
Good news! After a short hiatus, we are back producing new episodes for season two, launching on April 8. If you want us to feature one of your favorite companies, or you're a customer experience professional who wants to appear on the podcast, let us know at zendesk.com/contact Repeat Customer is an original podcast from Zendesk, that explores how iconic brands and disruptive startups create great customer experiences. Learn more about the podcast at zendesk.com/repeatcustomer
Feb 05, 2019
How Bark disrupted pet retail with a great customer experience...for dogs
00:26:50
When entrepreneur Matt Meeker went shopping for his Great Dane, Hugo, he came away from their local big box pet store less than impressed with the unexciting products. So he decided to start a subscription service for dogs called Bark. But here's the question: when you're selling to furry friends, who is the customer experience aimed at? Humans or dogs? Hernan Giraldo, Bark's VP of Customer Experience Operations, outlines the company's "direct-to-dog" ethos. Expert Phil Chang aka Retail Phil describes the changing relationship between humans and their dogs and how this has revolutionized pet retail. Christy Hoffman, an anthrozoologist at Canisius College, weighs in on whether dogs can be customers at all. And host Mio Adilman hears from some pretty crazy dog moms and dog dads.
Sep 10, 2018
How Brooklinen woke up the bedding industry by going direct-to-consumer
00:27:17
When millennials Rich and Vicki Fulop couldn't afford the luxury bed sheets at their hotel in Las Vegas, they did the unthinkable: build a company to make the sheets themselves. In the process, they also created a customer experience, and brand loyalty, where none had really existed before. Brooklinen's Rich Fulop tells the story of how he bootstrapped a direct-to-consumer bed sheets company by focusing, at first, on the underserved millennial demographic. Fast Company's Liz Segran breaks down how revolutionary this was and retail expert Brandon Rael describes how traditional bedding companies were neglecting the customer experience. And blogger Carmen Griffith describes what can happen when you buy the wrong sheets.
Aug 27, 2018
How Eaze is changing the customer experience for a newly legal product: cannabis
00:26:46
Eaze totally changed shopping for cannabis in California with its on-demand delivery app. But creating a leading customer experience for something that used to be illegal presents a whole set of challenges most companies will never have to deal with. Starting from the prohibition era and continuing through the medical marijuana years up to the current legalization of adult-use cannabis in California, we see how the retail and delivery industry has changed as the laws have changed. Sheena Shiravi, Director of Consumer Communications, and Mick Frederick, VP of the Customer Experience, both at Eaze, discuss how they are helping customers overcome the stigma of cannabis. Ricardo Baca, CEO of Grasslands and former marijuana editor at the Denver Post, provides an expert historical perspective of the industry. Adweek's Ann-Marie Alcantara explains how Eaze is taking cannabis digital. And Sky Siegel, General Manager for SPC Fleet, describes Eaze's impact on cannabis delivery.
Aug 13, 2018
How Sephora created a futuristic, omnichannel customer experience
00:26:48
Cosmetics and beauty products might seem like a tactile pleasure best sampled and enjoyed with one's own hands, but Sephora has completely transformed the way we buy not just makeup, but also retail in general, with a digital-first, omnichannel customer experience. Altimeter's principal analyst Brian Solis and TechRepublic's Alison DeNisco Rayome take us behind-the-scenes of Sephora's Innovation Lab. Fashion journalist Lauren Hubbard recounts Sephora's original impact on the cosmetics retail experience. And superfans Barbara Hodder and Fabienne Rouzeau Valdes share their Sephora love.
Jul 30, 2018
How Slack changed the way we work by putting the customer experience first
00:26:47
Workplace messaging app Slack provided a much needed centralized solution to teams that had been struggling to stay connected via a convoluted mish mash of email, Skype, text, WhatsApp. But with only eight employees, none of them in marketing or sales, the question became: "how to share this with the world?" Slack's Ali Rayl and Stewart Butterfield explain how various levels of the customer experience were key to its roll out and quick rise. James Allworth of the podcast Exponent explains why it stuck, and Nate Brown of the CX Accelerator breaks down Slack's exemplary customer support. While customers Kevin Susman of Matrixx Software, and Jeanette Jordan and Amber Carson Miller of the AdRoll Group, describe why Slack is now an integral part of their work day.
Jul 16, 2018
How MoviePass radically changed the movie theatre customer experience
00:26:06
When MoviePass dropped its monthly subscription fee to $10 a month, it introduced a radically different customer experience to moviegoers, and people headed back to theaters in droves. But did they know that Mitch Lowe, the CEO responsible for MoviePass's viral success was one of the guys partly responsible for the decline of movie theaters thanks to his work at another movie-industry-changing company?
Jul 02, 2018
Beyond cookie butter: The secrets behind Trader Joe’s great customer experience
00:27:40
Trader Joe's is renowned for its folksy charm, super helpful staff, and of course, its cookie butter, but there's way more than that behind the supermarket chain's leading customer experience. We talk to retail guru Kevin Kelley, and Mark Gardiner, a marketing executive, who took a job there as a floor clerk, to find out how the secretive company attracts loyal superfans like Julie Geller, and Russ and Sandy Shelley.
Jun 18, 2018
Welcome to Repeat Customer
00:01:40
Ever wonder why you have nothing but love for some brands, and hate others with a passion? Introducing Repeat Customer, a show about great customer experiences. How companies create them, and why superfans love them so much.
May 07, 2018