How To Love a Customer
by Chattermill
Latest episode
How one warm-food complaint exposed a churn problem nobody could see…
How one warm-food complaint exposed a churn problem nobody could see…
About this podcast
How to Love a Customer explores how great brands transform surprising customer moments into unforgettable experiences, with Chattermill CEO Mikhail Dubov interviewing the leaders who truly listen to their customers and understand the human behavior that drives loyalty.
Episodes
- How one warm-food complaint exposed a churn problem nobody could see | Victoria Weiss (Senior Director of CX, Smalls) · 32 min · Episode 17In this episode of How to Love a Customer, Victoria Weiss, Senior Director of Customer Experience at Smalls, shares the story of a loyal customer named Jill whose frozen food…
- Why the best customer support is the one that's never needed | Olga Ivanova (Senior Director of CX, inDrive) · 42 min · Episode 16In this episode of How to Love a Customer, Olga Ivanova, Senior Director of Customer Experience at inDrive, shares what it actually takes to run CX for the world's…
- How CitizenM turned a failed internal app into a masterclass in listening | Casper Overbeek (Chief Product Officer, CitizenM) · 45 min · Episode 15In this episode of How to Love a Customer, Casper Overbeek — Chief Product & Experience Officer at CitizenM — shares how the boutique hotel brand scaled from 10 to nearly 40…
- Why the people closest to your customer are the last ones asked | Jai Patel (Principal | Retail Excellence & Consumer Experiences, Nike) · 35 min · Episode 14In this episode of How to Love a Customer, Jai Patel, Principal | EMEA Nike Store Partner Management : Retail Excellence & Consumer Experiences — a retail leader who started on…
- How a subscription cancellation became a company-wide act of kindness | Jordan Cousins (Director of CX Operations, Who Gives A Crap) · 50 min · Episode 13In this episode of How to Love a Customer, Jordan Cousins, Director of Customer Experience Operations at Who Gives A Crap, shares how a single cancellation email — from the…
- How a one-hour AI workflow turned a first meeting into a strategic partnership | Lisa Knowles (Strategic Program Manager, Miro) · 37 min · Episode 12In this episode of How to Love a Customer, Lisa Knowles, Strategic Program Manager at Miro, shares how she used an AI workflow she’d built inside Miro to prepare for a meeting…
- How a paper receipt redesign saved millions — and what it reveals about great product thinking | Lennard Winters (Product Manager, IKEA) · 50 min · Episode 11In this episode of How to Love a Customer, Lennard Winters, Product Manager leading IKEA's global customer audience platform, reveals two quietly powerful stories about what…
- How a Facebook message uncovered the difference between brand voice and customer trust | Domonique Brown (Head of Customer Experience, Liquid IV) · 51 min · Episode 10In this episode of How to Love a Customer, Domonique Brown—Head of Customer Experience at Liquid IV—shares how one frustrated customer completely changed her approach to building…
- How a "love your customer like your wife" mantra shaped decades of CX philosophy | Rufus Weston (Insights Consultant, formerly BBC, Nike, Just Eat) · 45 min · Episode 9In this episode of How to Love a Customer, Rufus Weston—insights leader with decades of experience at BBC, Nike, Just Eat, HarperCollins, and now running his own…
- How a “root beer in a cola can” moment shaped CX philosophy | Eli Weiss (VP Advocacy, Yotpo) · 42 min · Episode 8In this episode of How to Love a Customer, Eli Weiss — longtime DTC operator and now a leader at Yotpo — shares how a single customer email at OLIPOP exposed a major production…
- How a dumpster-top usability test reshaped HelloFresh’s UX culture | James Villacci (Head of Global UX Research, HelloFresh) · 42 min · Episode 7In this episode of How to Love a Customer, James Villacci, Head of Global UX Research at HelloFresh, shares how one scrappy usability test—run on top of a New York City…
- How listening to one unhappy customer changed how we support thousands | Olga Arsenii (Head of Customer Insights, Qonto) · 31 min · Episode 6In this episode of How to Love a Customer, Olga Arsenii, Head of Customer Insights at Qonto, shares how one frustrated customer exposed a weakness in their onboarding…
- How a 10-Minute Mosquito Fix Redefined Customer Experience | Anastasia Zdoroviak (Chief Customer Experience Officer, Snoonu) · 45 min · Episode 5In this episode of How to Love a Customer, Anastasia Zdoroviak—former CX leader at DoorDash and Rappi, now Chief Customer Experience Officer at Snoonu—shares a personal story…
- How an epic delivery disaster became our blueprint for excellence | David McDaid (Director of CX & Studio, END.) · 23 min · Episode 4In this episode of How to Love a Customer, David McDaid from END. Clothing shares the customer story that transformed his company's approach to quality - one where everything…
- What every hospitality company gets wrong about guest comfort | Julia Zuber (Customer Insights Lead, Limehome) · 33 min · Episode 3In this episode, Julia Zuber from Lime Home reveals how a seemingly minor guest complaint about sleep quality led to one of their most impactful customer experience improvements…
- The pig story: How one customer's disaster helped shape my CX philosophy | James McGhee (Operations Director, FOOTASYLUM) · 41 min · Episode 2In this episode, James McGhee from Foot Asylum shares the customer story that completely changed how he thinks about experience design, and it involves a whole butchered pig, a…
- How to build customer love when you only get one shot per month | Abdul Khaled (Head of CX & Digital Product, E.O.N. Next) · 34 min · Episode 1In this episode, Abdul Khaled from E.O.N. Next reveals how they cracked the code on customer engagement in one of the world's most boring industries - energy. With customers only…
