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 14, 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.
Jun 30, 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.
Jun 17, 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.
Jun 3, 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.
May 20, 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.
May 6, 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.
Apr 22, 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.
Apr 7, 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.
Mar 26, 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
Feb 5, 2019