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
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How One Medical Turned Doctors Into Designers

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
Ellevest’s Gender-Aware Investing Platform

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
Beyond cookie butter: The secrets behind Trader Joe’s great customer experience

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
How Shake Shack Cooked Up Its Cheeseburger Experience

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
How Disney Reimagined the Cruise Experience

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
Introducing, Season 2

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
Coming soon, Season 2...

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
How Bark disrupted pet retail with a great customer experience...for dogs

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
How Brooklinen woke up the bedding industry by going direct-to-consumer

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
How Eaze is changing the customer experience for a newly legal product: cannabis

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
How Sephora created a futuristic, omnichannel customer experience

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
How Slack changed the way we work by putting the customer experience first

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
How MoviePass radically changed the movie theatre customer experience

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
Welcome to Repeat Customer

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.