The Customer Confidential Podcast
Going to Extremes for Customers, with Sarah Robb O’Hagan
Flywheel Sports CEO Sarah Robb O'Hagan shares what it takes for companies to stay true to core customers.
When faced with a scrappy challenger, it’s not hard for established brands to lose sight of their core customers, especially if they’re in a highly competitive market.
These situations can arise when an established brand starts to lose market share to a buzzworthy upstart. When that happens, a company’s leaders might debate whether they should change course to chase the new competitor or try to reconnect with the brand’s base.
Sarah Robb O’Hagan, CEO of the indoor cycling company Flywheel Sports, knows this scenario well. More than five years ago, she helped turn around PepsiCo’s multibillion-dollar Gatorade brand when she was president of the sports drink’s division. She went on to serve as president of the luxury gym operator Equinox before taking the helm at Flywheel Sports, which operates boutique fitness studios.
Sarah, who’s also the author of Extreme You: Step Up, Stand Out, Kick Ass. Repeat, shares her experiences in this episode, including her views on what it takes to develop deep connections with customers.
You can listen to our conversation on iTunes, Stitcher or through the player above.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Tell us what you think
Did you like or dislike the latest podcast? Are there people you'd like to hear Rob interview? Let us know!
Want to hear more from today's loyalty leaders?
Explore more episodes of The Customer Confidential Podcast.
July 27, 2017