Radically Personal

Chubbies, the brand that’s all about building that Friday at 5pm feeling, is not only known for their bright colored, retro-style shorts, but more importantly, their close-knit community of advocates and loyal fans. According to Tom Montgomery, Co-Founder & Chief Digital Officer, "if you think about community, we really think about community and our customers as the 5th co-founder of the business. We could not have gotten anywhere without them." During this episode, Tom & I talked about the power of building community amongst your customer base, how text message is becoming the channel of choice, and so much more.

We’ve got a treat for you! Allbirds is back with bonus episode and this time Joey Zwillinger, Co-Founder and CEO of Allbirds is spilling the beans on their greater mission to combat climate change and why Joey himself got where he is today. Hear Joey’s thoughts on entrepreneurship and why he became an entrepreneur himself, Allbird's approach to promoting sustainability while still making more great products and so much more.

Julie Bornstein is passionate about creating the ultimate personalized shopping experience. It’s been her focus at iconic brands like Nordstrom and Sephora—and now at her new venture The Yes. Julie joins us to share the details behind how the disruptive e-commerce brand creates the best recommendation engine in fashion. She talks about how customer service fits into her mission to make the answer “yes” and how she gives her support team tools instead of rules. “It's all about how you get to the yes and make the customer happy. That is a deep belief of mine” – Julie Bornstein, Co-founder and CEO of The Yes

The evolution of fabric and craft retailer JOANN is a masterclass in putting the customer first. JOANN reimagined their in-store experience and embraced digital innovation to become a destination for their customers. Director of Operations and Customer Experiences, Drew Chamberlain joins us to share how JOANN turned its retail outlets and digital platforms into a “creative happy place” for curious creatives and makers. Drew talks about how the entire customer experience begins with their approach to customer service team member recruitment and ends with dedicated, engaged, lifelong fans. “We’re always looking at how we can make the experience better for the retail customer and how we can make it better for our team members, too.” – Drew Chamberlain, Director of Operations and Customer Experience at JOANN

Porsche has been an aspirational brand for decades not only because of its iconic cars, but also due to its innovative customer service. Customer Care Manager Jeff Newman will give you an inside look at their “Excite” program and how it drives a company-wide commitment to fostering intense brand loyalty. You’ll also learn how improv comedy could be the best management training tool you never knew about. "I'm talking about the whole buying cycle. How do you make that whole experience something customers want to go and tell people about?" - Jeff Newman

The world has changed. The way we as consumers communicate, transact, and how we expect to be treated by the companies we buy from; it’s all changed. Which means it’s time to get Radically Personal with your customers. Radically Personal isn’t just a buzzword— it’s a customer service movement. It puts the customer at the heart of everything a company does. The result? A stronger connection with your customers, increased loyalty, and even branded tattoos! In each episode of Radically Personal, Gladly CEO, Joseph Ansanelli, connects with radically personal customer service leaders at the world’s most beloved brands. If you’re in the business of customers and curious to learn how these change agents built a Radically Personal service culture that drives their company’s growth, this podcast is for you.