Stop Doing What Customers Hate!
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9 Mars 202029min
Trust Is Your Competitive Advantage
How can something so basic—so obvious!—be a competitive advantage? Here's why: Because too many people forget to build trust. I explain, and then discuss it with a guy who won my trust. It's Jay Sofer of Lockbusters, a locksmith whose approach to customer service is worth learning from. Learn more about your ad choices. Visit megaphone.fm/adchoices
2 Mars 202027min
Saving the Company, With Only $1,000 in the Bank
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24 Feb 202023min
The Weird Customer Quirk That Changed Everything
Talkspace is a platform where therapists and patients can talk, and its first launch was a total failure. But then its founders noticed something strange: Users were sending lots of very, very personal emails to its customer service team. Why? The answer totally transformed the business. Learn more about your ad choices. Visit megaphone.fm/adchoices
17 Feb 202017min
When Everyone Says You're Wrong (But You're Not)
Mark Lawrence co-founded SpotHero in Chicago, and investors told him he needed to expand across America fast. He wanted to take a different approach... even though he wasn't entirely sure it was the right one. Here's how Mark formulated a plan, stuck to it, and proved himself right. Learn more about your ad choices. Visit megaphone.fm/adchoices
10 Feb 202018min
Finding Joy in the Unknown, with Brandon Steiner
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3 Feb 202020min
How to Deliver A Great Customer Experience
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27 Jan 202024min
Who Is Your Customer, Really?
When the home security company SimpliSafe launched, it marketed itself entirely towards renters. After all, they were an underserved marketplace—no other home security system was made for people who rent apartments. But SimpliSafe wasn't growing as fast as its founders expected, so it dug into its customer data and discovered something surprising: Half its customers were home-owners, the people it explicitly wasn't trying to reach. Now it had a big decision to make: Does SimpliSafe keep going with renters, or change everything (including its product!) to court this new marketplace of customers? Learn more about your ad choices. Visit megaphone.fm/adchoices
20 Jan 202022min
