HeyJaredHow To Love a Customer
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.
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- Jul 9, 2026
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How one warm-food complaint exposed a churn problem nobody could see | Victoria Weiss (Senior Director of CX, Smalls) (opens the original)
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In this episode of How to Love a Customer, Victoria Weiss, Senior Director of Customer Experience at Smalls, shares the story of a loyal customer named Jill whose frozen food kept arriving warm, and how that single escalation exposed a delivery problem that was quietly driving subscribers away. After several layers of escalation got Jill nowhere, Victoria got on a call, fixed her immediate problem, then asked the question most companies skip: how many other customers are hitting this exact issue
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