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Business Management & Marketing

Repeat Customer


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, a...Show More

24:38 | Apr 22nd

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 ...Show More

25:20 | Jul 15th

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 double...Show More
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24:56 | Jul 1st

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. ...Show More

25:34 | May 20th

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 exc...Show More

24:45 | May 6th

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 fa...Show More

25:27 | Apr 8th

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 in...Show More

27:40 | Jun 18th, 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, ...Show More

25:13 | Jun 17th

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 start...Show More

25:26 | Jun 3rd

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 r...Show More

01:40 | Mar 26th

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 m...Show More

01:47 | Feb 5th

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...Show More

26:50 | Sep 10th, 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...Show More

27:17 | Aug 27th, 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 loyal...Show More

26:46 | Aug 13th, 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....Show More

26:48 | Jul 30th, 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 custo...Show More

26:47 | Jul 16th, 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 sale...Show More

26:06 | Jul 2nd, 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 MovieP...Show More

01:40 | May 7th, 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.