Customer Love Stories Podcast: Episode Three

In this episode, Apptentive CEO and Co-founder, Robi Ganguly, sits down with the CEO of Fuel Talent, Shauna Swerland, to discuss customer love.

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/.

Request a demo of Apptentive: https://go.apptentive.com/see-apptentive.

Connect with Shauna here: https://www.linkedin.com/in/shaunaswerland/.

Listen to Shauna’s podcast, What Fuels You, here: https://www.fueltalent.com/podcast.

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