Richard Walsh chats with Jacob Meyers about the customer-centric approach at Laird Superfood. They explore enhancing customer experience while ensuring product quality, emphasizing personal routines and consumer feedback. Jacob stresses ingredient quality without fear-based marketing and tailoring service to diverse needs. The discussion covers scaling challenges, team dynamics, and leveraging customer reviews, focusing on building strong relationships through trust and empathy. The episode concludes with insights on managing post-purchase expectations and the importance of consistency in customer rituals.

https://lairdsuperfood.com/discount/STSC

(0:00) Introduction and guest introduction

(0:36) Jacob Meyers' background and Laird Superfood's customer service focus

(2:21) Laird Superfood's growth compared to Geronimo Hospitality Group

(4:06) Enhancing customer experience and maintaining product quality

(9:36) Personal routines and consumer feedback in product development

(13:49) Ingredient quality, avoiding fear-based marketing, and diet evaluation

(18:47) Tailoring customer service and understanding diverse customer needs

(23:17) Creating a world-class customer experience through feedback

(27:33) Scaling challenges and the small team behind a big brand

(30:10) Founder involvement, team dynamics, and community building

(33:00) Leveraging customer reviews and handling negative feedback

(36:00) Strategies for creating strong customer relationships

(38:16) Trust, empathy, and healthy product rituals

(41:37) Maintaining rituals and combining brand elements

(45:08) Mapping the customer journey and managing post-purchase expectations

(48:13) Building relationships through customer rituals and consistency

(54:14) Immediate response to customer complaints and handling feedback

(58:08) Final thoughts and discount code

(59:33) Closing remarks and sponsor mention