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Customer Confidential: Untold Stories of Earned GrowthAuthor: Rob Markey, Bain & Company partner and customer experience expert
The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructiveall in one place. Earned growth starts here. Language: en Genres: Business, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Ep. 262 | Megan Riggs: From Farmers Market Fav to Supermarket Staple: How a Lean Juice Company Scaled Fast
Thursday, 9 April, 2026
Episode 262: What happens when a cold-pressed juice passion with humble beginnings in your own kitchen counter suddenly meets nationwide demand? Complications arise that demand fast decision making. Meet Crunchy Hydration CEO and founder Megan Riggs, whose company scaled at lightning speed, sending her into problem-solving mode. (The memorable company name, she says, is because her early carrot juices were too pulpy/crunchy for people's liking.) There was one key problem with scaling their product for a broad consumer audience. "With cold-pressed juices, you cannot wholesale unless you high-pressure pasteurize or heat pasteurize. I had a ton of stores reaching out to carry it, but I couldn't sell it to them," Megan said. So, Crunchy Hydration made a series of smart choices. They swapped fragile glass bottles for shelf-stable cans and kept pivoting in lockstep with consumer feedback. They unlocked national distribution after moving from perishable juice to functional sparkling water. Next, they saw velocities spike to 150 units per store per week—nearly 20 times the buyer's benchmark. They weighed pay-to-play math like $5,000 per SKU per store slotting fees or free-filling 12,000 cases across 4,000 outlets. They learned distributors wouldn't merchandise for you and that maintaining relationships was imperative. To succeed, they needed to choose a leaner path. Today, they're a coast-to-coast operation with just 12 employees. They juggle DTC subscriptions, retail velocities, and cash-flow gaps that can stretch four months. The result? A community-driven beverage that competes on flavor, cultural relevance, function, and customer devotion, all in one. Guest: Megan Riggs, CEO and Founder, Crunchy Hydration Host: Rob Markey, Partner, Bain & Company Give us feedback: Customer Confidential Podcast Feedback Send us a note: Contact Rob Timestamped Topics [00:00] Early juicing company origins and the product's shelf-life problem [00:03] Switching to shelf-stable functional cans [00:07] Pricing trust at $2.50 a can: too expensive? [00:12] Their first big grocery win and stock-out lessons [00:20] Slotting fees vs. free-fill economics [00:25] How their lean, 12-person team managed national reach [00:29] Picking partners and saying no to bad money [00:31] The new vision for 2026 and the evolution of the ongoing direct-to-consumer push Notable Quotes [00:01] "I wanted to create something on another level, from the flavor portfolio to the smoothness that you're tasting. People were spending hundreds of dollars a month on their juices because it truly was different." [6:00] "I'm grateful that I have access to clean water, and I take a sip. And even just those five seconds of mindfulness, it's going to change the trajectory of your day, plus all of the benefits that are actually in this water. You really will feel different." [00:16] "Our net promoter scores of 10 are the people really diving into being the brand ambassadors that are then talking about how Crunchy is part of their identity." [00:38] "I did everything from the start with Crunchy, from driving the forklift, being the delivery person, learning how to build websites, doing socials, creating graphics. I learned all of that, but I also know what I created was not what was going to help us get to the next level." [00:40] "We're big believers in time-blocking and knowing what metrics define success before you even start."
