Customer Love Stories: Recent Episodes
Robi Ganguly
Welcome to Customer Love Stories, the podcast that explores brand fandom - what creates fans, how businesses harness the power of fandom to drive revenue, and much more. In each episode, we bring on an industry leader to tell us about their experience with customer love.
In this episode of Customer Love Stories, we're talking with Nicole Lanni, a product manager at Gap. She tells us about her experience with F45, diving into how their emphasis on community-building builds customer loyalty.
Why do brands like Nike tug on our heartstrings with nostalgia? How do sports teams use community to foster fandom?
In this episode of Customer Love Stories, product manager at Thrilling, Andrew Wang, sat down with Robi Ganguly to ponder these questions and more.
- Host: Apptentive CEO and Co-founder, Robi Ganguly
- Guest: Andrew Wang, product manager at Thrilling
- Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
- Connect with Andrew here: https://www.linkedin.com/in/andrewlwang/.
- Learn more about Apptentive: https://www.apptentive.com/.
- Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Producer: Madeleine Doyle
In this episode of Customer Love Stories, Robi Ganguly, CEO and Co-founder of Apptentive, discusses customer love with Shawn Green, Director of Product Management at Boom Entertainment.
They talk about these keys to building products customers love:
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Earning and keeping trust
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Providing ongoing fan service
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Fostering a community
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Moving quickly on feedback (both positive and negative)
Host: Apptentive CEO and Co-founder, Robi Ganguly
Guest: Shawn Green, Director of Product Management at Boom Entertainment
Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
Learn more about Apptentive: https://www.apptentive.com/.
Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Connect with Shawn: https://www.linkedin.com/in/shawnpatrickgreen/.
In this episode of Customer Love Stories, Robi Ganguly, CEO and Co-founder of Apptentive, discusses customer love with product expert, Ronke Majekodunmi. Specifically using Starbucks as a framework, they dive into why brand create fanatical, loyal fans and what product professionals can learn from that.
Be sure to check out and subscribe to Ronke’s podcast, Product Magic.
Host: Apptentive CEO and Co-founder, Robi Ganguly
Guest: Ronke Majekodunmi, Former
Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
Learn more about Apptentive: https://www.apptentive.com/.
Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Connect with Ronke:
- Website
Producer: Madeleine Doyle
How do Portland Timbers and Barak Obama both use authenticity, storytelling, and community to build lifelong fandoms? Find out in our latest episode!
In this episode of Customer Love Stories, the VP of Marketing at the Portland Timbers and the Portland Thorns, Mark Jacobs, sat down with Robi Ganguly to discuss all things customer love.
Host: Apptentive CEO and Co-founder, Robi Ganguly
Guest: Melanie Fox, product manager at Apptentive and Co-founder of Work for Your Beer
- Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
- Learn more about Apptentive: https://www.apptentive.com/.
- Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
- Connect with Mark here: https://www.linkedin.com/in/markjacobs/.
This episode was produced by Madeleine Doyle.
What does Wonder Woman have to do with building products and brands customers love?
In this episode of Customer Love Stories, tech executive, former CIO at Twilio, and active Apptentive board member, Michelle Grover, sat down with Robi Ganguly to ponder this question.
Host: Apptentive CEO and Co-founder, Robi Ganguly
Guest: Michelle Grover, former CIO at Twilio and current Apptentive board member
Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
Learn more about Apptentive: https://www.apptentive.com/.
Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Connect with Michelle here: https://www.linkedin.com/in/michelle-grover-24b835149.
Producer: Madeleine Doyle
It's not just a phase, mom! Well, maybe it was. In this episode of Customer Love Stories, Melanie and Robi use the emo music community to understand the phases of fandom. They also spend time diving into building engaged communities and using customer feedback to build better products and experiences.
Host: Apptentive CEO and Co-founder, Robi Ganguly
Guest: Melanie Fox, product manager at Apptentive and Co-founder of Work for Your Beer
Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
Learn more about Apptentive: https://www.apptentive.com/.
Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Connect with Mel here: https://www.linkedin.com/in/mel-fox-01587323/.
Follow Work for Your Beer:
- https://www.youtube.com/workforyourbeer
- https://www.pinterest.com/workforyourbeer/_created/
- https://www.instagram.com/workforyourbeer/
- https://www.facebook.com/workforyourbeer
Produced by Madeleine Doyle.
In this episode, Apptentive CEO and Co-founder, Robi Ganguly, sits down with Jason Pace, former Senior Architect at Alkami Technologies and now current Software Engineering Manager at Apptentive.
From talking about the Texas Longhorns to what makes good BBQ, Robi and Jason talk about how tradition breeds long-lasting fan loyalty.
Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
Learn more about Apptentive: https://www.apptentive.com/.
Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Connect with Jason here: https://www.linkedin.com/in/japace/.
Produced by Madeleine Doyle.
In this episode, Apptentive CEO and Co-founder, Robi Ganguly, sits down with Kat Simpson, Associate Creative Director (Strategy) at Tether.
While Kat hasn't had a brand logo tattooed on her (yet), she has gone so far to name her dog after one of her favorite brands, Chaco. In this episode, Kat and Robi talk about why community and emotional connection are the keys to brand evangelists whether it's a shoe brand, DJ, or football team.
Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
Learn more about Apptentive: https://www.apptentive.com/.
Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Connect with Kat here: https://www.linkedin.com/in/kat-simpson-brand-builder/.
How can I support Customer Love Stories?
First of all, thank you for any support! Every little bit helps as we work to get this show up and running, so we appreciate it.
Here are several ways you can quickly and easily make a huge impact:
- Subscribe wherever you listen to podcasts (see all directories here).
- Download episodes and listen: Actually downloading and listening to the episodes tells the podcast directories that our content is useful and engaging, further boosting our exposure.
- Leave a rating and review: This helps us rank higher in the podcast directories and tells potential listeners what you found interesting or valuable about our show.
- Share it with three friends: Word of mouth is critical for Customer Love Stories to continue to grow.
- Join our email list: You’ll be the first to know about new episodes and any other exciting announcements.
- Share on social media and engage with our posts as well (LinkedIn, Twitter, Instagram, etc.).
In this episode, Apptentive CEO and Co-founder, Robi Ganguly, sits down with Bill Pearce, Assistant Dean and CMO at Berkeley Haas, to discuss all things customer love.
Bill and Robi talk about why the Marvel universe creates passionate and loyal fans, how the Taco Bell Crunchwrap Supreme came to be, and much more.
Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
Learn more about Apptentive: https://www.apptentive.com/.
Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Connect with Bill here: https://www.linkedin.com/in/bill-pearce-6b7b053/.
How can I support Customer Love Stories?
First of all, thank you for any support! Every little bit helps as we work to get this show up and running, so we appreciate it.
Here are several ways you can quickly and easily make a huge impact:
- Subscribe wherever you listen to podcasts (see all directories here).
- Download episodes and listen: Actually downloading and listening to the episodes tells the podcast directories that our content is useful and engaging, further boosting our exposure.
- Leave a rating and review: This helps us rank higher in the podcast directories and tells potential listeners what you found interesting or valuable about our show.
- Share it with three friends: Word of mouth is critical for Customer Love Stories to continue to grow.
- Join our email list: You’ll be the first to know about new episodes and any other exciting announcements.
- Share on social media and engage with our posts as well (LinkedIn, Twitter, Instagram, etc.).
In this episode, Apptentive CEO and Co-founder, Robi Ganguly, sits down with Jeff Shulman, a professor of marketing at UW's Foster School of Business and the founder and co-host of the podcast, How To Succeed In Product Management.
Jeff and Robi talk about why the Sounders and the Seahawks are such easy teams to be raving fans of - and why teams like the Bulls are easy to lose interest in. They discuss brands like Harley Davidson and Coca-Cola and investigate why ritual fosters community.
Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
Learn more about Apptentive: https://www.apptentive.com/.
Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Connect with Jeff here: https://www.linkedin.com/in/jeffrey-shulman-6a3a5987/.
Listen to Jeff's podcast, How to Succeed in Product Management, here: https://podcasts.apple.com/us/podcast/how-to-succeed-in-product-management-jeffrey-shulman/id1569224781.
How can I support Customer Love Stories?
First of all, thank you for any support! Every little bit helps as we work to get this show up and running, so we appreciate it.
Here are several ways you can quickly and easily make a huge impact:
- Subscribe wherever you listen to podcasts (see all directories here).
- Download episodes and listen: Actually downloading and listening to the episodes tells the podcast directories that our content is useful and engaging, further boosting our exposure.
- Leave a rating and review: This helps us rank higher in the podcast directories and tells potential listeners what you found interesting or valuable about our show.
- Share it with three friends: Word of mouth is critical for Customer Love Stories to continue to grow.
- Join our email list: You’ll be the first to know about new episodes and any other exciting announcements.
- Share on social media and engage with our posts as well (LinkedIn, Twitter, Instagram, etc.).
In this episode, Apptentive CEO and Co-founder, Robi Ganguly, sits down with the CEO of Fuel Talent, Shauna Swerland.
Shauna and Robi spend time exploring how brands like Peloton use relationships and human connections to build loyal fans.
Timestamps
- 0:00 - Introduction
- 0:32 - Meet Shauna Swerland
- 1:02 - What Shauna is like as a fan
- 1:55 - Why and how Peloton has such a passionate community of fans (and why Shauna went from Soul Cycle to Peloton)
- 21:50 - How businesses can incorporate proactiveness into their business model, specifically around asking for feedback
- 22:15 - How the Fuel Talent team learns from “shit gone south”
- 23:00 - What customer love means for Fuel Talent and the recruiting industry as a whole
- 30:15 - How larger and small brands alike can provide personalized, high-touch experiences
- 32:20 - Why lack of customer service is the biggest sin brands can commit
- 35:30 - How brands like Pagliacci’s pizza nail their response to "shit gone south"
- 40:00 - How emotions impact brand loyalty
- 44:10 - Wrap up
Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
Learn more about Apptentive: https://www.apptentive.com/.
Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Connect with Shauna here: https://www.linkedin.com/in/shaunaswerland/.
Listen to Shauna's podcast, What Fuels You, here: https://www.fueltalent.com/podcast.
How can I support Customer Love Stories?
First of all, thank you for any support! Every little bit helps as we work to get this show up and running, so we appreciate it.
Here are several ways you can quickly and easily make a huge impact:
- Subscribe wherever you listen to podcasts (see all directories here).
- Download episodes and listen: Actually downloading and listening to the episodes tells the podcast directories that our content is useful and engaging, further boosting our exposure.
- Leave a rating and review: This helps us rank higher in the podcast directories and tells potential listeners what you found interesting or valuable about our show.
- Share it with three friends: Word of mouth is critical for Customer Love Stories to continue to grow.
- Join our email list: You’ll be the first to know about new episodes and any other exciting announcements.
- Share on social media and engage with our posts as well (LinkedIn, Twitter, Instagram, etc.).
In this episode, Apptentive CEO and Co-founder, Robi Ganguly, sits down with the CEO of Product School, Carlos Gonzales de Villaumbrosia.
Carlos and Robi spend time exploring how sports fandom translates into business. Why do certain athletes cultivate passionate fans? And how can brands do the same thing? How does Product School create happy customers and fans?
Timestamps
- 0:00 - Introductions
- 1:06 - Inherited fandom vs. chosen fandom
- 4:38 - How living your values creates fans
- 8:26 - The value of community and how that applies to business
- 10:46 - How Product School cultivates fans
- 13:00 - Why happy customers do your marketing for you
- 14:12 - The magic that leads the deeper fans
- 20:00 - How to foster super fans
- 22:28 - Why listening to customers is key
- 23:51 - How fans improve your business
- 31:40 - Learning and growing from mistakes
- 37:00 - How and why the spirit of sportsmanship thrives in business
Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
Learn more about Apptentive: https://www.apptentive.com/.
Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Connect with Carlos here: https://www.linkedin.com/in/villaumbrosia/.
Learn more about Product School: https://productschool.com/.
How can I support the podcast?
First of all, thank you for any support! Every little bit helps as we work to get this show up and running, so we appreciate it.
Here are several ways you can quickly and easily make a huge impact:
- Subscribe wherever you listen to podcasts (see all directories here).
- Download episodes and listen: Actually downloading and listening to the episodes tells the podcast directories that our content is useful and engaging, further boosting our exposure.
- Leave a rating and review: This helps us rank higher in the podcast directories and tells potential listeners what you found interesting or valuable about our show.
- Share it with three friends: Word of mouth is critical for Customer Love Stories to continue to grow.
- Join our email list: You’ll be the first to know about new episodes and any other exciting announcements.
- Share on social media and engage with our posts as well (LinkedIn, Twitter, Instagram, etc.).
In this episode, Apptentive CEO and Co-founder, Robi Ganguly, sits down with the VP of Strategic Partnerships at WPP, Doug Chavez.
Doug and Robi dive into how customer feedback creates better products and therefore creates happier customers. Using Patagonia as a concrete example, Doug shares his theory that storytelling and mission-driven brands cultivate the best fans.
Timestamps
- 0:00 - Introductions
- 1:03 - Why Patagonia’s fans are so loyal
- 8:15 - How customer feedback creates better products
- 15:20 - How COVID changed the retail industry
- 18:45 - How brands can beat out their competitors from a CX perspective
- 23:13 - How to tell stories with feedback data
- 25:00 - Tools to collect more useful customer feedback
- 27:54 - How to connect data to actual customer operations and product roadmaps
- 32:00 - Tips for getting buy-in from stakeholders
- 34:15 - The power of storytelling and mission-driven brands
- 43:55 - The recipe for losing fans rather than gaining them
Connect with Robi here: https://www.linkedin.com/in/robiganguly/.
Learn more about Apptentive: https://www.apptentive.com/.
Free 30-day trial of Apptentive: https://be.apptentive.com/signup.
Connect with Doug here: https://www.linkedin.com/in/dougchavez/.
How can I support the podcast?
First of all, thank you for any support! Every little bit helps as we work to get this show up and running, so we appreciate it.
Here are several ways you can quickly and easily make a huge impact:
- Subscribe wherever you listen to podcasts (see all directories here).
- Download episodes and listen: Actually downloading and listening to the episodes tells the podcast directories that our content is useful and engaging, further boosting our exposure.
- Leave a rating and review: This helps us rank higher in the podcast directories and tells potential listeners what you found interesting or valuable about our show.
- Share it with three friends: Word of mouth is critical for Customer Love Stories to continue to grow.
- Join our email list: You’ll be the first to know about new episodes and any other exciting announcements.
- Share on social media and engage with our posts as well (LinkedIn, Twitter, Instagram, etc.).