We Fixed It. You're Welcome.

In this episode, our panelists discuss crowd-sourced fixes that were submitted to our show, an end-of-season tradition. We talk about various companies that are top of mind for our episode contributors, focusing on loyalty programs and customer experiences. We explore the implications of changes in loyalty programs like Carnival's, emphasizing the importance of communication and customer engagement. The conversation also touches on innovative ideas for Amazon's delivery services and Uber's potential loyalty tiers, highlighting the need for personalization and enhanced customer experiences. The episode wraps up with reflections on the season and gratitude towards listeners. Takeaways The holiday season is a time for reflection and engagement with listeners. Crowd-sourced fixes provide valuable insights into customer expectations. Effective communication is crucial when changing loyalty programs. Phased approaches can ease customer transitions during program changes. Personalization in loyalty programs can enhance customer satisfaction. Delaying shipping for registries can address space and timing issues for customers. Innovative delivery solutions can improve customer convenience. Uber's loyalty program could benefit from tiered rewards and personalization. Partnerships with local businesses can enhance service offerings. The importance of accountability and corporate responsibility in customer relations. Chapters 00:00 Holiday Traditions and Listener Engagement 00:59 Crowd-Sourced Fix: Carnival Rewards Program 14:10 Crowd-Sourced Fix: Amazon Baby Registries 23:09 Exploring Loyalty Programs and Customer Expectations 23:35 Rethinking Postal Services: Innovative Partnerships 31:12 Amazon's Delivery Ambitions: A New Era for Logistics 35:20 Uber Loyalty Programs: Enhancing Customer Experience Subscribe for more deep dives where we fix big business problems with fresh perspectives. • Website – www.wefixeditpod.com • Follow us on: Instagram – https://www.instagram.com/wefixeditpod LinkedIn – https://www.linkedin.com/company/wefixeditpod YouTube – https://www.youtube.com/@WeFixedItPod If you liked this episode, don’t forget to subscribe, leave a review, and share it with your friends! Keep listening to find out how we fix companies and put them back better than we found them. Disclaimer A quick disclaimer. We are going into this somewhat cold and nothing we say should be construed as legal advice, financial advice or anything that would get us in trouble. These are our views and opinions. We're here to ask the kinds of questions everyone's thinking. Have an engaging conversation and maybe come to some conclusions that we feel are worth exploring. By the end, if we fixed it, you're welcome. All trademarks, IP and brand elements discussed are property of their respective owners. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

A beloved American brand finds itself in boiling hot water after a senior executive at Campbell’s is secretly recorded making racist remarks, mocking customers, disparaging the company’s products, and boasting about substance use at work. The recording goes public, the executive is fired, and Campbell’s stock hits a 52-week low. But the real question is not whether the executive deserved to go, it’s what this incident reveals about leadership, culture, and accountability inside the organization. In this episode, our panel is joined by brand growth advisor Javier Farfan (NFL, New Balance, PepsiCo, McDonald's, Anheuser Busch) to unpack what happens when private behavior becomes public, how quickly trust can erode, and why firing one executive is rarely enough to fix a systemic problem. The discussion explores the internal cultural damage, the external brand risk, and the opportunity Campbell’s now has to reset its values, reconnect with consumers, and rebuild trust from the inside out. Rather than debating whether the scandal will blow over, the conversation focuses on what meaningful recovery actually looks like and what brands must do when values, leadership behavior, and public perception collide. Key Topics & TakeawaysWhy this incident may be more than a single “bad apple”How lower-level employees can change the balance of power inside companiesThe internal ripple effects of executive misconduct on morale and qualityPsychological safety, retaliation, and why employees stop speaking upCulture as a system, not a slogan on the wallThe difference between cosmetic fixes and structural changeWhy silence and minimal PR responses no longer workHow consumer trust, nostalgia, and brand legacy can be rebuiltTurning a crisis into a catalyst for reinvention Strategic Fixes ExploredIsolating the incident without denying systemic responsibilityHolding executives to higher character and integrity standardsMaking leadership behavior measurable, not theoreticalReinforcing internal accountability and psychological safetyRe-centering the brand around community, care, and accessibilityLeveraging nostalgia and emotional connection without being performativeUsing crisis moments as opportunities for product and brand evolution Who This Episode Is ForBrand, marketing, and communications leadersExecutives and people managersHR and culture leadersCrisis management and PR professionalsAnyone interested in how power, culture, and trust intersect inside large organizations Disclaimer A quick disclaimer. We are going into this somewhat cold and nothing we say should be construed as legal advice, financial advice or anything that would get us in trouble. These are our views and opinions. We're here to ask the kinds of questions everyone's thinking. Have an engaging conversation and maybe come to some conclusions that we feel are worth exploring. By the end, if we fixed it, you're welcome. All trademarks, IP and brand elements discussed are property of their respective owners. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Some movies and products flop so badly they become infamous. Others become instant classics. But then there are the ones in the middle. The ones with hype that launch and then disappear without a trace. No cultural impact. No lasting impression. Just a collective… “meh.” This episode examines that dangerous middle ground we’re calling a culture shrug and why, for companies and creators, it can be worse than outright failure. Aaron, Melissa, and Qadira explore why projects that check every box still vanish instantly, how companies misread cultural signals, and what it really takes to make something with staying power in an era where trends can shift on a dime. What we cover • What a “culture shrug” is and why it can be more painful than a flop  • Why effort, budget, and talent don’t guarantee cultural relevance  • How movies, brands, and products fail when they aim for everyone  • What happens when creativity gets diluted by committees  • Why companies often misunderstand what audiences actually want  • The timing problem between culture speed and corporate speed  • How nostalgia, remakes, and algorithms fail to ignite connection  • The danger of creative teams being shielded from real cultural insight  • Why safety ideas can be instantly forgettable  • Why younger audiences don’t react the way companies assume  • The power of niche enthusiasm and true believers  • How internal culture determines whether bold ideas survive THE FIX: How to Avoid the Culture Shrug 1. Start with “So what?”  If you cannot answer it clearly, the idea is not ready. 2. Treat data as input, not instruction  Algorithms reveal behavior, not soul, and never the “why now.” 3. Test, but don’t sand down the edges  Over testing destroys personality and guts. 4. Put a trusted tastemaker in charge of final decisions  Not a tyrant, not a committee — a clear, culturally aware leader. 5. Build emotional stickiness  If people don’t feel it, they won’t remember it. 6. Re-evaluate cultural resonance throughout long development cycles  Eighteen months is a lifetime in cultural terms. 7. Find and nurture your early believer community  They amplify when the project finally launches. 8. Leave room for weirdness  The unexpected idea might be the one culture remembers. 9. Conduct a pre mortem  Write the “if this flopped, here’s why” memo before you build. 10. Add delight  Great creative work has soul, not just structure. Subscribe for more deep dives where we fix big business problems with fresh perspectives. • Website – www.wefixeditpod.com • Follow us on: Instagram – https://www.instagram.com/wefixeditpod LinkedIn – https://www.linkedin.com/company/wefixeditpod YouTube – https://www.youtube.com/@WeFixedItPod If you liked this episode, don’t forget to subscribe, leave a review, and share it with your friends! Keep listening to find out how we fix companies and put them back better than we found them. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Wendy’s was once the fresh, honest, slightly rebellious burger chain. Today it’s stuck between fast food giants on one side and premium burger rivals on the other. Prices match McDonald’s, but the brand isn’t perceived as a value leader. Quality is decent, but not elevated enough to compete with Five Guys or Shake Shack. So what is Wendy’s now? We sit down with Paul Tuscano, former Chief Digital Officer at KFC US, the man behind their massive digital reinvention. He shares insights from decades in QSR, hospitality, and customer experience to break down why Wendy’s is struggling and how to fix it. What we cover • Why Wendy’s lost its lane • Whether Project Fresh will work • The strengths and weaknesses of the Wendy’s menu • How loyalty, kiosks, personalization, and AI can change QSR • Why Wendy’s social media works, but the stores don’t reflect it • Why legacy brands need clarity and simplicity • How to make Dave Thomas relevant to Gen Z • Why culture and franchise alignment matter more than new tech • How Chick fil A wins with consistency, not complexity • A step by step strategy to rebuild Wendy’s This episode is a must watch for anyone interested in branding, food, marketing, digital transformation, or turning around legacy companies. Guest: Paul Tuscano Former Chief Digital Officer, KFC US LinkedIn: https://www.linkedin.com/in/paultuscano/ Subscribe for more deep dives where we fix big business problems with fresh perspectives. • Website – www.wefixeditpod.com • Follow us on: Instagram – https://www.instagram.com/wefixeditpod LinkedIn – https://www.linkedin.com/company/wefixeditpod YouTube – https://www.youtube.com/@WeFixedItPod If you liked this episode, don’t forget to subscribe, leave a review, and share it with your friends! Keep listening to find out how we fix companies and put them back better than we found them. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This episode explores one of the biggest questions of our time: are robots replacing humans or helping us reach our full potential? We sit with Dr. Aadeel Akhtar, the visionary CEO of Psyonic, whose bionic hand technology is restoring touch for amputees and powering next generation robotics at NASA, Amazon, Google, Mercedes, Meta, and more. Topics include • Are robots a threat or an opportunity • Why most robot replacement headlines are exaggerated • How bionic hands are restoring real human lives • The business responsibility behind automation • How companies can prepare their workforce • Why kids accept humanoid robots faster than adults • How robotics and AI create new careers • Why the future is humans plus robots, not humans versus robots This is a human centered, optimistic, grounded, and deeply personal discussion that reframes the future of work. Subscribe for more deep dives where we fix big business problems with fresh perspectives.  • Website – www.wefixeditpod.com  • Follow us on:  Instagram – https://www.instagram.com/wefixeditpod  LinkedIn – https://www.linkedin.com/company/wefixeditpod  YouTube – https://www.youtube.com/@WeFixedItPod  If you liked this episode, don’t forget to subscribe, leave a review, and share it with your friends!  Keep listening to find out how we fix companies and put them back better than we found them. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.