HeyJaredCustomer Confidential: Untold Stories of Earned Growth
The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights.
- Indexed episodes, last 90 days
- 4
- Latest publication
- Sep 17, 2026
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- Earliest in this view
- Jul 23, 2026
Latest episodes
Ep. 267 | Daniel Herrmann: By the Time You Quote, Have Customers Already Chosen? (opens the original)
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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 customers chose a supplier for a particular order. It would have been easy to miss the gap in understanding. API's revenue grew with healthy margins. Some customers had been buying for decades. But fa
Ep. 266 | Sam Krause: "That's Not How Banking Works"—Why Chime Takes Risks Traditional Banks Avoid (opens the original)
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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 built around customers with much higher balances? Sam Krause is the Senior Vice President of Operations and Member Experience at Chime. As she explains, Chime is a financial technology company, not a
Ep. 265 | Ryan Fuller: Can You Trust a Five-Star Review Anymore? (opens the original)
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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 disappointing," he said, "that clearly many people took them up on this offer." On the flip side, the experience explained something that had been bothering him for a while: Places with thousands of positive revi
Ep. 264 | Matt Meeker: 800 Prices, One Promise: What BARK Pays to Reward Loyalty (opens the original)
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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 margins make it costly. Matt started BarkBox in 2011 after struggling to find breed-appropriate toys for his large Great Dane, Hugo, in New York City pet stores. The original idea was simple: Send dog
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