Shows
How To Love a CustomerHow a "love your customer like your wife" mantra shaped decades of CX philosophy | Rufus Weston (Insights Consultant, formerly BBC, Nike, Just Eat)In 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 consultancy—shares how one powerful mantra from a CMO changed everything: "Love your customer like you love your wife." What started as a simple phrase became the foundation for how Rufus thinks about building customer-centric cultures, proving the value of insights, and turning CX into a business driver instead of a cost center.
Rufus walks through the evolution of customer insights—from telephone surveys to AI—and explains why, despite...
2026-01-2644 min
How To Love a CustomerHow a “root beer in a cola can” moment shaped CX philosophy | Eli Weiss (VP Advocacy, Yotpo)In 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 error: root beer accidentally canned as Vintage Cola. What could have been written off as a confusing complaint instead became a defining moment in how fast, empowered CX teams can protect a brand from disaster. Acting quickly prevented the wrong product from hitting shelves nationwide — and reinforced just how much customer insight matters long before dashboards detect a problem.
Eli unpacks how that moment shaped his ph...
2025-12-1741 min
How To Love a CustomerHow a dumpster-top usability test reshaped HelloFresh’s UX culture | James Villacci (Head of Global UX Research, HelloFresh)In 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 dumpster—uncovered a critical friction point in the signup flow and proved just how directly customer problems can impact revenue.
James explains how that moment helped shift HelloFresh from seeing research as “nice to have” to building a company-wide culture where insights drive decisions. He describes his “research restaurant” model, where teams across the business become chefs of their own small studies, and insight “meal kits” empower...
2025-12-0341 min
How To Love a CustomerHow listening to one unhappy customer changed how we support thousands | Olga Arsenii (Head of Customer Insights, Qonto)In 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 experience—and sparked a company-wide movement to fix it.
While analyzing feedback with her team, Olga discovered that many new users felt alone and overwhelmed during account setup. Support agents were reading scripts instead of solving real problems, and language barriers only made things worse. Within weeks, cross-functional teams—from frontline support to C-suite leaders—came together to redesign the process, proving that at Qonto, everyone owns customer experience.
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2025-11-1230 min
How To Love a CustomerHow a 10-Minute Mosquito Fix Redefined Customer Experience | Anastasia Zdoroviak (Chief Customer Experience Officer, Snoonu)In 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 that perfectly captures what great CX really means. One night in Mexico City, her daughter couldn’t sleep because of mosquitoes. The stores were closed, delivery slots were full, and no quick fix seemed possible—until her own team unknowingly solved the same problem for thousands of users by analyzing failed search sessions and launching 10-minute deliveries from dark stores.
Anastasia explains how this “mosquito moment” became proof that data-dr...
2025-10-1345 min
How To Love a CustomerHow an epic delivery disaster became our blueprint for excellence | David McDaid (Director of CX & Studio, END.)In 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 possible went wrong. Warehouse delays, customs issues, weather problems, a missing package, and finally the wrong item delivered after a week and a half.
Instead of writing it off as bad luck, David's team created an internal "quality score" system that evaluates every order against six common failure points. Their score jumped from the mid-40s to the high-90s, customer complaints dropped dramatically, and the original customer...
2025-09-2522 min
How To Love a CustomerWhat every hospitality company gets wrong about guest comfort | Julia Zuber (Customer Insights Lead, Limehome)In 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. What started as scattered feedback about uncomfortable nights turned into a company-wide pillow revolution that transformed guest satisfaction scores.
Julia shares the detective work that uncovered the real culprit behind poor sleep experiences across 5,000 properties in Europe. It wasn't the beds, the rooms, or the booking process - it was something so basic that it almost slipped through the cracks entirely. By diving deep into guest feedback patterns and...
2025-08-0632 min
How To Love a CustomerThe pig story: How one customer's disaster helped shape my CX philosophy | James McGhee (Operations Director, FOOTASYLUM)In 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 narrowboat, and a freezer that couldn't handle the cold.
When James took an escalation call from a customer whose entire year's worth of pig meat had spoiled due to a faulty freezer, he discovered something crucial: the experience you design isn't always the experience customers receive. This self-sufficient customer living on a narrowboat had bought a chest freezer specifically to store his pig, but nobody had educated him...
2025-07-1741 min
How To Love a CustomerHow to build customer love when you only get one shot per month | Abdul Khaled (Head of CX & Digital Product, E.O.N. Next)In 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 engaging once per month when they receive their bill, E.O.N. Next had to make that single touchpoint count, transforming complaints about high bills into opportunities for deeper customer relationships.
Abdul shares the fascinating detective work that uncovered the real reason behind billing complaints: disconnected smart meters that customers didn't even know were broken. By digging beyond the obvious and creating simple solutions like...
2025-07-0134 min
The Dave Gerhardt Show (from Exit Five)Strategies for Building a High-Converting B2B HomepageEpisode #220: Website Teardown | In this session from the Ultimate Roast of B2B Websites, Dave Gerhardt teams up with Diane Wiredu, messaging strategist and founder of Lion Words, and Lee Reshef, Head of Product Marketing & Retention at Fiverr, to break down what makes a high-converting B2B homepage. They critique real B2B homepages, analyzing messaging, design, and user experience to highlight what works, what doesn’t, and how to fix it.Dave, Diane, and Lee cover:The biggest homepage mistakes B2B companies make (and how to fix them).What belongs above the fold to gr...
2025-02-1758 min
Enterprise Thought LeadershipEps.39 | Customer Experience: Driving Growth Through Experience-Led Strategies with Mikhail Dubov, Co-Founder at ChattermillA must-listen for: Customer experience leaders, marketing professionals, and business executives looking to drive sustainable growth.
In this episode, Tim Bond speaks with Mikhail Dubov, Co-Founder and CEO of Chattermill, about how their company is revolutionising customer experience intelligence. As organisations face the challenge of extracting actionable insights from unstructured customer feedback, Mikhail explains how Chattermill helps identify key drivers of customer satisfaction and loyalty. Discover their approach to experience-led growth, leveraging AI and machine learning, and creating a customer-centric culture.
Join the conversation as Mikhail discusses:
The importance of experience-led growth in...
2024-09-0442 min
B2B Marketing FuturesE49: Creating Interest and Capturing LeadsExplore how top B2B marketing leaders craft strategies to generate demand in competitive markets. Discover insights on the power of collaboration, building brand awareness, and leveraging personalised content to capture high-quality leads. Learn how companies like Fortinet, Chattermill, Wix, and Twilio use innovative approaches to stay ahead. Tune in for actionable tips on enhancing customer experience, creating lasting partnerships, and navigating today's marketing challenges.Thanks to our panellists for their contribution:Isobel Bowdery: EMEA Vertical Marketing Manager at FortinetLiliana Osorio: VP of Marketing at ChattermillPaula Ximena...
2024-08-2751 min
CX Todaylimehome Embraces Experience-Led Growth, Hikes Its NPS Rate By 22%Watch on YouTube.limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy.To dive deeper into how the hospitality giant achieved the result, CX Today's Charlie Mitchell caught up with Julia Zuber, Customer Insights Lead at limehome, and David Ascott, Strategy Lead at Chattermill.They discuss:Why did limehome embrace the experience-led growth concept? limehome's approach to experience-led growth Initiatives that limehome ran to achieve experience-led growth The results of limehome's new strategy
2024-05-1519 min
B2B Marketing FuturesE36: Scale-Up ChallengesThis episode contains the viewpoints of five industry experts on Growth Marketing. Their experience provides valuable insights into strategies that can help navigate the challenges of international markets, adapt to growth and scale, and use creativity to create impactful content that stands out. HostJoaquin Dominguez was joined by marketing experts to discuss the topic.GuestsCharlotte Morris, Global Senior Director Regional Marketing, HibobTed Eltringham, Growth Lead EMEA, Rippling Audrey Vanderoost, Growth Marketing Principal, CyberCubeB...
2024-04-2351 min
The Fake Christians PodcastEasily Analyze Customer Behaviour Data using AI! Learn more about Chattermill's latest technology!Chattermill Careers: https://chattermill.com/careersWith AI making great strides nowadays, I thought it will be meaningful to talk about the AI progress made in analyzing customer behaviour data, giving rise to better tools for businesses that can provide a better customer experience for their customers.Learn more about Chattermill and their latest customer AI technology!
2023-02-0805 min
Uplink - Dein Podcast zu Startups, Freelancing & The Future of WorkKrisensichere Finanzen trotz Inflation! Back to basics - was Freelancer und Startups beachten solltenUnser Gast Torben Rabe leitet als Country Director das Wachstum des B2B-FinTechs Qonto in Deutschland. Er beschäftigt sich leidenschaftlich mit der Zukunft der Finanzdienstleistungen und dem Thema "Future of Work".
Wir haben mit ihm über die Auswirkungen der aktuellen wirtschaftlichen Entwicklungen, die Kernpunkte einer langfristig erfolgreichen Finanzstrategie und die Bedeutung von Liquidität gesprochen. Außerdem gibt es hilfreiche Tipps zu steuerlichen Aspekten von Investitionen und ihr erfahrt, warum Startups sich aktuell mehr auf ihre Profitabilität konzentrieren sollten.
Ressourcen, die in dieser Episode erwähnt werden:
Chattermill
https://www.chattermill.com/
Breath
https://www.amazon.com/Breath-New-Science-Lost-Art/dp/073...
2022-12-0931 min
On Target: Sales LeadersHow To Think, Act & OPERATE Like A Chief Revenue Offer (CRO) With Luke Moore, CRO - ChattermillLearn from the top 1% of sales professionals in 5 minutes per week through the Elite Level Newsletter: https://www.elitelevel.co 🚀From reluctance to confidence, Luke Moore’s path into sales is inspiring for anyone who sees possibilities in the profession but is afraid to venture into it due to a lack of clarity. Sales to him was something that was done by a ‘certain type of person with a certain mindset’. He saw the profession as a limiting one and believed that the people who achieved success in it were of older ages. But all those nega...
2022-07-1842 min
Experience This!Crimes, Deliveries, and Charles Dickens?!Learn about when good customers do bad things, the “last mile” in retail, and the “great expectations” of your customers. Bite-Sized Delight From the Episode: • It Could Always Be Worse - Customer experience professionals often worry about their customer fails and while we should always be trying to improve, it's also okay to laugh from time to time at customers' crazy expectations. • Don't Forget the Last Mile - If you sell products that are delivered to your customers, the experience of delivery to their front door is STILL part of your experience. Make sure you del...
2022-04-2628 min
Masters of CXCX Interview Series with Rodrigo Padilha - Masters of CX by Chattermill (Season 1, Ep. 12)New Masters of CX episode!🔥 Listen to our 30-mins chat with Rodrigo Padilha, where we cover the following:
💥 Value and issues with a metrics-driven approach
💥 How to solve the problem of scaling CX within an org
💥 The role of great tools in producing great customer-centricity and how to find the right one for your team
💥 CX skills and how an engineering training propelled Rodrigo to excel in CX
So grab your hot drink of choice and give it a listen! 🍵 ☕️
TIMESTAMPS:
00:42:00 - Favou...
2021-06-1146 minMasters of CXCX Interview Series with Diane Magers - Masters of CX by Chattermill (Season 1, Ep. 11)Masters of CX welcomes…Diane Magers!! 🔥 Diane is the founder and Chief Experience Officer of Experience Catalysts and is an accomplished senior customer experience, sales and marketing executive with an incredibly diverse and exceptional skillset.
In our conversations we discussed everything from:
💥 How to navigate large organisations and make sure a CX plan is carried out
💥 The pivotal role of data and the right tools and making sure that the right CX strategy is bought in
💥 How to design a perfect customer experience and how a background in UX and marketi...
2021-03-2639 minMasters of CXCX Interview Series with Allie Goldberg - Masters of CX by Chattermill (Season 1, Ep. 10)A new Masters of CX episode is live!! 🔥 Allie Golberg is the creator of Clubhouse’s largest CX community, CX Guru, as well as being a CX Manager at a fast-growing prop-tech startup and former WeWork Community Leadership team member.
Tune in to listen to Allie talk about all things CX and community, covering the following:
💥 The evolution of a CX Manager and the different challenges at each stage
💥 How CX can be used as an engine for growth at any company
💥 How to use data to leverage your team's cu...
2021-03-2441 minMasters of CXCX Interview Series with Jim Buscaglio - Masters of CX by Chattermill (Season 1, Ep. 9)New Masters of CX episode!🔥 Listen to our 30-mins chat with Jim Buscaglio, Senior Customer Success Manager at GE Digital, where we cover the following:
💥 How to lead a CX transformation, from vision to execution to scaling!
💥 How to apply a data-driven approach to your CX strategy, and a framework to make it a repeatable process!
💥 What the future holds data-driven CX, and why companies will start putting CX at the top of their agenda!
💥 Why structured problem-solving, organisational and communication skills are the top 3 skills you should focus on to excel in CX!
2021-03-1027 minMasters of CXCX Interview Series with Erica Mancuso - Masters of CX by Chattermill (Season 1, Ep. 8)Check out our new Masters of CX episode with nThrive’s, Erica Mancuso, who brings her expertise to talk about how to leverage your company’s CX investments, mental models to master when it comes to CX and how CX is practised within the health care industry. 👏
In this episode, you’ll learn more about:
💥 How to employ the scientific method to exercise your customer-centricity
💥 How to balance your long-term and short-term goals when it comes to your CX investments
💥 How data can leverage your organisation’s CX strategy
💥 How to solve different...
2021-03-0344 minMasters of CXCX Interview Series with Leslie O’Flahavan - Masters of CX by Chattermill (Season 1, Ep. 7)On this episode, we welcome E-Write’s founder and CEO, author, online writing expert, and a sought-after speaker, Leslie O'Flahavan!
This episode is all about the craft of writing and the psychological insights that turn writing into a CX superpower.
We discuss the following:
💥 How excellent customer experience is like an excellent romantic relationship
💥 What makes online writing different and how to become a better writer
💥 What defines “plain language” and frameworks to write clearly, candidly and elegantly to communicate with customers better
💥 How to unite people in your organisation, from the people tha...
2021-03-0139 minMasters of CXCX Interview Series with Jeff Toister - CX Spotlight Show by Chattermill (Season 1, Ep. 6)On this episode, we welcome CX pro and esteemed author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, Jeff Toiser, to discuss the following:
How the definition and application of CX strategies are highly idiosyncratic
How empowering clients to solve CX problems is the biggest challenge but the best and most rewarding result
The power and limitations of incentives - dissecting some of the obstacles organisation put in front of their employees which stop them from being their best
How to make customers happy, you must first begin by making...
2021-01-2536 min
Masters of CXCX Interview Series with Jenny Dempsey - Masters of CX by Chattermill (Season 1, Ep. 5)On this episode, CX pro Jenny Dempsey join us to talk about generosity in the CX industry, how to put customer's first and how today is the time to step on the gas with your CX strategy.
We hope you enjoy this conversation :)
2020-10-2738 min
Masters of CXCX Interview Series with Mary Drumond - Masters of CX by Chattermill (Season 1, Ep. 4)On this episode, we welcome Mary Drumond of Worthix, who brings her experience as a top CX consultant as well as entrepreneur to debate aggressive (ROI-drive) vs. defensive (efficiency-driven) CX strategies. You won't want to miss this incredible discussion!
We hope you enjoy the conversation :)
2020-10-1347 min
Masters of CXCX Interview Series with Nate Brown - Masters of CX by Chattermill (Season 1, Ep. 3)On this edition, we're lucky to have CX Accelerator's co-founder, Nate Brown, join us for a discussion about how to search for creative CX ideas and align ourselves with the right community to find the best answers for customers.
We hope you enjoy this conversation!
2020-09-2944 min
Masters of CXCX Interview Series with Shep Hyken - Masters of CX by Chattermill (Season 1, Ep. 2)This edition welcomes a guest admired by the whole CX community, many of which consider him a mentor - Shep Hyken.
In tough times, what matters most is our perspective. To what extent can we shift our mindset and make the best of the situation? This is one of the many interesting debates we've had throughout this enriching conversation.
We hope you enjoy this interview and take just as many actionable lessons from Shep as we did.
2020-09-1543 min
Masters of CXCX Interview Series with Dan Gingiss - Masters of CX by Chattermill (Season 1, Ep. 1)This edition welcomes a very special guest, Dan Gingiss. Definitely one of your favourite CX professionals at Chattermill, who informs many of our views around customer experience.
2020-09-0150 min