Who Cares?

About Who Cares?

Hosted by Client Giant co-founders Jeff Jackel and Jay O’Brien, Client Giants explores the strategies, stories, and principles behind building strong, lasting relationships with your clients, customers, and team. Featuring conversations with founders, leaders, and operators, the show offers practical insights and a clear look at what actually drives connection and long-term growth in business. Contact: clientgiantspodcast@clientgiant.com

Publisher

Jeff Jackel, Jay O'Brien

Category

business · business · business

Language

en

Explicit

No

First episode

4 Feb 2025

Latest episode

25 Sept 2026

Latest episodes

43 episodes in the feed.

1. 

   25 Sept 2026

   AI Is Making Customer Service Worse with Natalie Beckerman

   What happens when companies become so obsessed with efficiency that they forget about the people they're actually serving? In this episode of Client Giants, Jeff Jackel and Jay O’Brien sit down with Natalie Beckerman, Chief Business Officer at Ichor, international speaker, customer experience strategist, and author of When Did You Stop Caring? Natalie spent 30 years driving operational efficiency, improving productivity, and saving organizations more than $100 million in costs. But eventually, she started asking a different question: What are we actually sacrificing in the name of efficiency? The conversation explores how companies can become so focused on automation, AI, cost reduction, and process optimization that they unintentionally create more friction for both customers and employees. Natalie explains why she believes efficiency should never remove humanity, and why companies need to test new technology and processes from both the employee and customer perspective. They also dive into: - Why COVID accelerated the move toward automation and digital-first customer service - Whether AI is actually improving customer experiences - How companies create unnecessary customer friction - Why businesses often design processes from the inside out - The hidden cost of poor customer experience - Why employee experience and customer experience are connected - How AI could actually improve customer service when implemented correctly - The difference between making something easier for your company and making it easier for the customer - Why companies need to measure the cost of trust, loyalty, churn, complaints, and reputation - The surprising story of a $500 suitcase and a company that cared more about its process than the customer - Why sometimes the answer to a customer shouldn't be "that's our process", it should be "how do we solve this?" Natalie also shares the thinking behind her book, When Did You Stop Caring? The Call to Reignite Humanity in a World Obsessed with Efficiency, which became a number-one international bestseller within 24 hours of release. If you're building a service business, leading a customer experience team, implementing AI, or trying to scale without losing the human element, this conversation is worth watching.

2. 

   20 Aug 2026

   How He Went From Addiction to Building a Business | Eric Oberembt

3. 

   6 Aug 2026

   This Is Why Most Businesses Will NEVER Be Sellable with Dino Katsiametis

   Most businesses aren't assets, they're jobs. In this episode of Client Giants, Dino Katsiametis shares why most entrepreneurs unknowingly build businesses that can't be sold and how shifting from transactions to genuine relationships changes everything. From leveraging AI to strengthen human connection to creating systems that build lifetime clients, Dino reveals the mindset that has helped him build a business designed to outlast him. In this episode you'll learn: Why most personal brands aren't actually sellable The difference between transactional businesses and relationship businesses How AI should automate tasks—not replace people Building a business that creates lifelong referrals Why consistent client communication beats constant lead generation The gifting strategy that generated referrals for decades How to create a business that has real long-term value Whether you're an entrepreneur, business owner, real estate professional, mortgage advisor, or salesperson, this conversation is packed with actionable insights you can apply immediately.

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

YouTube views

311,486

Score snapshot 15 Sept 2025

Apple Podcasts (US)

5.0 / 5

3 ratings

Spotify

5.0 / 5

2 ratings

Podcast Authority Score: 64 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

62

Social presence

94

YouTube

86

Engagement

32