Ep. 259 | Rachel Bicking: Customers' First Micro-Frustration Makes or Breaks the Next Purchase
Episode 259: How do you prevent first-trip hassles such as a room not being ready at check-in, Wi-Fi outages, or service delays from discouraging first-time customers from returning?
Today's guest, Rachel Bicking, EVP of Innovation at Kobie Marketing, says that after a slightly negative first trip…
526. Turning Repeat Visits into Referrals Through the Power of Customer Loyalty with Rob Markey
In this episode, Jesse Green is joined by Rob Markey, co-creator of the world-renowned Net Promoter Score (NPS) and co-author of The Ultimate Question 2.0. Together, they explore how dental practices can harness the power of customer loyalty to drive sustainable growth.
Rob unpacks the differences …
Ep. 260 | Jeannie Walters and John Abraham: A Company with No Memory: When Your Systems Don't Remember the Customer
Episode 260: When customers must re-explain the same problem, reopen old tickets, and chase for follow-ups, a shiny new tool won't help unless it's connected to support or sales history. How can leaders act on real signals to build shared memory and fix the root cause?
Jeannie Walters, founder and…
Ep. 261 | Andy Pierce: False Confidence at Machine Speed: How to Make Synthetic Customers Useful
Episode 261: What if you could use AI-generated customer twins to test value propositions, pricing, and demand before you go to market?
That is the idea my Bain colleague Andy Pierce is exploring. Synthetic customers can help teams move faster, pressure test offers, and simulate trade-offs much fa…
Ep. 262 | Megan Riggs: From Farmers Market Fav to Supermarket Staple: How a Lean Juice Company Scaled Fast
Episode 262: What happens when a cold-pressed juice passion with humble beginnings in your own kitchen counter suddenly meets nationwide demand? Complications arise that demand fast decision making.
Meet Crunchy Hydration CEO and founder Megan Riggs, whose company scaled at lightning speed, sendin…
Ep. 263 | Allie Kuehner and Sarah Phelps: Designing the Astronaut Experience: Turning a Half-Million-Dollar, 11-Minute Thrill Ride Into a Moment of Awe
Episode 263: What does it feel like to go into space? To rocket past the Kármán line, float in perfect silence, and return to Earth—all in 11 minutes? Blue Origin's astronauts experience an expensive thrill ride: part theme park roller coaster, part life-altering pilgrimage. In this episode, Allie …
Ep. 264 | Matt Meeker: 800 Prices, One Promise: What BARK Pays to Reward Loyalty
Episode 264: BARK maintains more than 800 subscription price points because it has promised customers that their price will not increase as long as they remain subscribers. CEO Matt Meeker explains why honoring that commitment matters, even when tariffs, public-market expectations, and pressure on …
Ep. 265 | Ryan Fuller: Can You Trust a Five-Star Review Anymore?
Episode 265: Ryan Fuller started questioning online reviews after two terrible stays at highly-rated vacation rentals. Both had 4.9-star ratings. After Ryan posted negative reviews, the people behind each listing independently offered him £200 to change his review to five stars.
"It was disappoin…
Ep. 266 | Sam Krause: "That's Not How Banking Works"—Why Chime Takes Risks Traditional Banks Avoid
Episode 266: In Bain's early 2026 Consumer Banking Benchmark, provided by NPS Prism, Chime had the highest NPS among the companies we measured. That raised a basic question: How does a financial technology company serving people who live paycheck to paycheck earn greater loyalty than institutions b…
Ep. 267 | Daniel Herrmann: By the Time You Quote, Have Customers Already Chosen?
Episode 267: API Heat Transfer was responding to requests for quotation when, according to research in one of its priority segments, buyers had already decided who they trusted. The manufacturer of heat exchangers had strong products and deep engineering expertise. It understood much less about how…
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