Repeat Customer

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Latest Episodes:

How Flywheel Upcycled Boutique Fitness and At-home Classes Jul 15, 2019

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.

How Chip and Joanna Gaines Turned A Hit TV Show Into Magnolia Jul 01, 2019

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.

Repeat Customer is an original podcast from Zendesk about great customer experiences.

Learn more about the podcast at zendesk.com/repeatcustomer

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

How SeatGeek Scores You Tickets To The Game Jun 17, 2019

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 and CX Director Joe Gilgoff describe 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.

Repeat Customer is an original podcast from Zendesk about great customer experiences.

Learn more about the podcast at zendesk.com/repeatcustomer

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

How Hinge Muted The Gamification Of Dating Jun 03, 2019

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.

Repeat Customer is an original podcast from Zendesk about great customer experiences.

Learn more about the podcast at zendesk.com/repeatcustomer

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

How Shake Shack Cooked Up Its Cheeseburger Experience May 20, 2019

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.

Repeat Customer is an original podcast from Zendesk about great customer experiences.

Learn more about the podcast at zendesk.com/repeatcustomer

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

How Disney Reimagined the Cruise Experience May 06, 2019

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.

Repeat Customer is an original podcast from Zendesk about great customer experiences.

Learn more about the podcast at zendesk.com/repeatcustomer

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

How One Medical Turned Doctors Into Designers Apr 22, 2019

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.

Repeat Customer is an original podcast from Zendesk about great customer experiences.

Learn more about the podcast at zendesk.com/repeatcustomer

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

Ellevest’s Gender-Aware Investing Platform Apr 08, 2019

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.

Repeat Customer is an original podcast from Zendesk about great customer experience.

Learn more about the podcast at zendesk.com/repeatcustomer

We are thrilled to announce that we’ve been nominated for a ‘Best of the Internet’ Webby Award! You can help us by voting here. Thanks for your support!

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

Introducing, Season 2 Mar 26, 2019

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.

Repeat Customer is an original podcast from Zendesk. Learn more about the podcast at zendesk.com/repeatcustomer

If you're a customer experience professional who wants to appear on the podcast, let us know at zendesk.com/contact

Coming soon, Season 2... Feb 05, 2019

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

How Bark disrupted pet retail with a great customer experience...for dogs Sep 10, 2018

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.

Repeat Customer is an original podcast from Zendesk, because the best customer experiences are built on Zendesk.

Learn more about the podcast at zendesk.com/repeatcustomer

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

How Brooklinen woke up the bedding industry by going direct-to-consumer Aug 27, 2018

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.

Repeat Customer is an original podcast from Zendesk, because the best customer experiences are built on Zendesk.

Learn more about the podcast at zendesk.com/repeatcustomer

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

How Eaze is changing the customer experience for a newly legal product: cannabis Aug 13, 2018

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.

Repeat Customer is an original podcast from Zendesk, because the best customer experiences are built on Zendesk.

Learn more about the podcast at zendesk.com/repeatcustomer

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

How Sephora created a futuristic, omnichannel customer experience Jul 30, 2018

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.

Repeat Customer is an original podcast from Zendesk, because the best customer experiences are built on Zendesk.

Learn more about the podcast at zendesk.com/repeatcustomer

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

How Slack changed the way we work by putting the customer experience first Jul 16, 2018

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.

Repeat Customer is an original podcast from Zendesk, because the best customer experiences are built on Zendesk.

Learn more about the podcast at zendesk.com/repeatcustomer

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

How MoviePass radically changed the movie theatre customer experience Jul 02, 2018

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? Mitch Lowe tells us why he thinks watching movies on big screens is the next big thing. Brent Lang of Variety Magazine and Nate Brown of the CX Accelerator drop different perspectives on MoviePass's customer experience. While superfan David Buckmaster of the MoviePass Club on Reddit rediscovers the awesomeness of the movie theater.

Repeat Customer is an original podcast from Zendesk, because the best customer experiences are built on Zendesk.

Learn more about the podcast at zendesk.com/repeatcustomer.

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

Beyond cookie butter: The secrets behind Trader Joe’s great customer experience Jun 18, 2018

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 .

Repeat Customer is an original podcast from Zendesk, because the best customer experiences are built on Zendesk.

Learn more about the podcast at zendesk.com/repeatcustomer.

You can rate or review Repeat Customer at Apple Podcasts. We'd love to know what you think.

Welcome to Repeat Customer May 07, 2018

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.

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