When things go wrong in customer service for a major brand, a lot of people pile on—dissecting what happened and publicly shaming the company for their missteps. Meanwhile, many of us who work in or with hardworking customer service departments focus instead on the lessons we can all learn and apply if something similar ever happens to us.
You know what’s even more interesting than stories of spectacular failures? Stories that celebrate success. Because for every example of a terrible customer experience, there are hundreds or thousands of examples of good or even great customer experiences—they just don’t get the same kind of attention from the social media masses ready to pounce on the next #epicfail.
We aim to shine a bright light on those success stories with a new podcast launching June 18: Repeat Customer. This show is devoted to going behind the scenes of brands with truly great customer experiences. We’ll talk to CX leaders, industry experts, and customers to examine exactly how companies create these memorable experiences, the challenges they faced along the way, and why their legions of superfans love them so much.
Subscribe to Repeat Customer via Apple Podcasts, Spotify, or Stitcher
Episode 1 now live: "Beyond cookie butter: the secrets behind Trader Joe’s great customer experience"
Episode 2 now live: "How MoviePass radically changed the movie theater customer experience"