Radically Personal

ALLBIRDS: Changing the World, One Step at a Time

What does it mean to be more like a tree than a business? According to Allbirds CEO, Joey Zwillinger, it’s all about giving back more to the environment than you take from it. And that is the premise that drives a lot of the decision-making behind what the sustainable, eco-conscious brand creates, from the sugar cane-based shoe soles to t-shirts made from discarded crab shells. In this episode, Joey shares the principles and driving force behind Allbirds, and the investments the brand makes into ensuring their customers have the best experience no matter the medium they use to meet the brand.

"To make better things in a better way. That sums up what we do as a company. We try and aspire, first of all, to be more like a tree than a company, giving back more than we extract. Secondly, we want to do that by making great products"– Joey Zwillinger, Co-founder and Co-CEO of Allbirds

THE YES: Building the Best Shopping Experience in Fashion

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

NATIVE SHOES: Building a Lighter, More Radically Personal World

Periods of transformation often result in some of the most exciting leaps forward for a brand.
That’s been especially true for animal-free footwear brand Native Shoes who have made it their mission to ‘Live Lightly’, designing shoes that make for a happier and healthier world. Listen in to hear from Bec Boxall, Native’s VP of Marketing, Channels, and Customer Experience, on how Native has been putting that mission at the center of their expansion into the direct to consumer (D2C) space and creating a Radically Personal experience for their customers.

“When your work is aligned with your values, it's a happier place to be working from." -- Bec Boxall, VP of Marketing, Channels and Customer Experience at Native Shoes

JOANN: A Radically Personal “creative happy place”

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

ANDIE: Building a brand that feels like a friend

For many women, buying a swimsuit has always been an uncomfortable experience. Andie Founder and CEO Melanie Travis knew it was time to change the swimwear shopping experience forever. On this episode, Melanie shares how the Andie team has created a thriving brand and a team of Fit Experts that connect with their customers like a trusted friend. And how, as a result, Andie has increased repeat business, created a deeply engaged social community, and is growing more than 600% year over year.

“When a customer reaches out to customer support, that’s such an opportunity to create an evangelist, not just make a sale.” - Melanie Travis

https://www.gladly.com/

PORSCHE: A legendary experience to match a legendary vehicle

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

JETBLUE: Bringing humanity back to air travel

JetBlue Co-Founder Frankie Littleford has been in the airline industry her entire career, and has reinvented the way an airline treats its customers. In this episode, Frankie explains how the “crazy” idea of establishing 100% remote call centers changed everything for the company, and how empowering agents is more important than managing them. 

“Our mission is to inspire humanity, and what we’ve really recognized and focused on is that it starts with your people.” - Frankie Littleford

Introducing “Radically Personal”

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. Visit radicallypersonal.com for more.