About this podcast
How to Love a Customer explores how great brands transform surprising customer moments into unforgettable experiences, with Chattermill CEO Mikhail Dubov interviewing the leaders who truly listen to their customers and understand the human behavior that drives loyalty.
17 episodes · business
How To Love a Customer
About this podcast
How to Love a Customer explores how great brands transform surprising customer moments into unforgettable experiences, with Chattermill CEO Mikhail Dubov interviewing the leaders who truly listen to their customers and understand the human behavior that drives loyalty.
Latest episodeHow one warm-food complaint exposed a churn problem nobody could see | Victoria Weiss (Senior Director of CX, Smalls)
Recent episodes
- Why the best customer support is the one that's never needed | Olga Ivanova (Senior Director of CX, inDrive)10 Jun · 42 min
- How CitizenM turned a failed internal app into a masterclass in listening | Casper Overbeek (Chief Product Officer, CitizenM)27 May · 45 min
- Why the people closest to your customer are the last ones asked | Jai Patel (Principal | Retail Excellence & Consumer Experiences, Nike)18 May · 35 min
- How a subscription cancellation became a company-wide act of kindness | Jordan Cousins (Director of CX Operations, Who Gives A Crap)1 May · 50 min
- How a one-hour AI workflow turned a first meeting into a strategic partnership | Lisa Knowles (Strategic Program Manager, Miro)7 Apr · 37 min
- How a paper receipt redesign saved millions — and what it reveals about great product thinking | Lennard Winters (Product Manager, IKEA)25 Mar · 50 min
- How a Facebook message uncovered the difference between brand voice and customer trust | Domonique Brown (Head of Customer Experience, Liquid IV)4 Mar · 51 min
- How a "love your customer like your wife" mantra shaped decades of CX philosophy | Rufus Weston (Insights Consultant, formerly BBC, Nike, Just Eat)26 Jan · 45 min
- How a “root beer in a cola can” moment shaped CX philosophy | Eli Weiss (VP Advocacy, Yotpo)17 Dec 2025 · 42 min
- How a dumpster-top usability test reshaped HelloFresh’s UX culture | James Villacci (Head of Global UX Research, HelloFresh)3 Dec 2025 · 42 min
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