Episode Summary

Trader Joe's is renowned for its folksy charm, super helpful staff, and of course, its cookie butter, but there's way more than that behind the supermarket chain's leading customer experience. We talk to retail guru Kevin Kelley, and Mark Gardiner, a marketing executive, who took a job there as a floor clerk, to find out how the secretive company attracts loyal superfans like Julie Geller, and Russ and Sandy Shelley.

Episode Notes

Trader Joe's is renowned for its folksy charm, super helpful staff, and of course, its cookie butter, but there's way more than that behind the supermarket chain's leading customer experience. We talk to retail guru Kevin Kelley, and Mark Gardiner, a marketing executive, who took a job there as a floor clerk, to find out how the secretive company attracts loyal superfans like Julie Geller, and Russ and Sandy Shelley .

Repeat Customer is an original podcast from Zendesk, because the best customer experiences are built on Zendesk.

Learn more about the podcast at zendesk.com/repeatcustomer.

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About the Show

Why do we have nothing but love for some brands—and, hate others with a passion? Repeat Customer is all about examining truly great customer experiences: How companies create them, and why superfans love them so much. CEOs, chief customer officers, and industry experts reveal the inside stories of how iconic companies rose to prominence by solving pain points, reimagining touch points, disrupting traditional business models, and staking their entire success on inventive, customer-focused approaches. And die-hard superfans share stories of their (sometimes) zany expressions of brand love. Hosted by Mio Adilman, produced by Zendesk. New episodes every other Monday.