{"href":"https://api.simplecast.com/oembed?url=https%3A%2F%2Fhello-chaos.simplecast.com%2Fepisodes%2Fep-199-alicia-hughes-jenny-ladd-_qTeZhiJ","width":444,"version":"1.0","type":"rich","title":"Ep. 199 Alicia Hughes & Jenny Ladd - The Biggest Mistake Founders Make About Customers","thumbnail_width":300,"thumbnail_url":"https://image.simplecastcdn.com/images/f416d843-c024-4ad6-9b80-d86f6c0d4e47/a6383ec3-1b5f-4637-9d82-f89530dafb43/hello-chaos-podcast-cover-3000x3000.jpg","thumbnail_height":300,"provider_url":"https://simplecast.com","provider_name":"Simplecast","html":"","height":200,"description":"Growth usually starts with a product. But sometimes the thing people respond to has nothing to do with what you’re selling. Alicia Hughes and Jenny Ladd didn’t set out to build a business. They were trying to solve something personal. The emotional gap that comes with sending your kid off to college. What started as a simple care package turned into real demand almost overnight. Not because of the product itself, but because of how it made people feel.\n\nAs Warm Hugs grew, so did the realization that this wasn’t just about logistics or delivery. It was about connection. About understanding why people buy in the first place. Along the way, they’ve had to navigate the same pressure that comes with building anything from scratch. Pricing your time, figuring things out in real time, and trying to scale without losing what made it work. This conversation gets to the heart of a deeper shift. The difference between building something functional and building something people actually care about.\n"}