Caela, Director of CX at Jackson, and Tess, Senior CX Manager at Dr. Squatch, discuss designing customer experience for men's brands. They challenge misconceptions about male consumers, highlighting their engagement and care for product quality. The episode explores strategies for building community, gathering customer feedback, and educating consumers post-purchase. Both leaders emphasize the importance of empathy in CX, regardless of gender. They share insights on leveraging AI in customer service while maintaining a human touch, and discuss the power of reviews in shaping brand perception.

Chapters:

00:00 Intro: CX for men's brands
05:32 Misconceptions about male shoppers
09:00 Evolution of the male consumer
14:01 CX Playbook: AI chatbots and reviews
19:45 Confession booth: Learning from mistakes
30:20 Love Island and brand collaborations
34:34 Okendo for reviews and customer insights
40:55 Spotlight on post-purchase customer journey
52:26 Mythbuster: Men want to engage and chat
58:04 Advice for vendor interactions at conferences

Socials
Larry: https://www.linkedin.com/in/larrythoma/
Caela:https://www.linkedin.com/in/caela-castillo-29a73770/
Tess:https://www.linkedin.com/in/tasnuva-awal/

Logan Dunn, Head of E-Commerce at Wyze, and Jennifer Peters, Director of D2C at Olly Vitamins, discuss the challenges of managing customer experience across multiple sales channels. They explore the complexities of warranty claims, inventory management, and customer data integration.

The conversation delves into the effectiveness of direct mail marketing, the potential of TikTok Shop, and the importance of tailoring experiences for different channels. Both guests share insights on leveraging technology like Snowflake for data management and the challenges of creating consistent customer experiences in an omni-channel environment. The episode offers valuable perspectives on navigating the evolving landscape of e-commerce and retail.

00:00 Intro: Mastering CX across channels
05:45 CX breakdowns in multi-channel selling
11:21 Uniting customer experience across channels
30:22 Tools and platforms for omnichannel CX
42:50 Customer journey disconnects and solutions
53:35 Hot takes on TikTok Shop's future

Socials
Larry: https://www.linkedin.com/in/larrythoma/
Logan:https://www.linkedin.com/in/logandunn/
Jennifer:https://www.linkedin.com/in/jennifer-peters-3bbb6220/

Cati from Glossier and Maritza from Bauble Bar discuss building customer communities on the CX Mixer podcast. They share insights on leveraging social media, creating VIP experiences, and empowering customer service teams.
Cati reveals Glossier's secret Slack community of 800 superfans, while Maritza discusses Bauble Bar's approach to customization and licensing partnerships. Both emphasize the importance of listening to customer feedback and adapting products accordingly. The episode highlights how these brands turn buyers into loyal advocates through personalized experiences and transparent communication.

00:00 Intro: Glossier and Bauble Bar on CX
05:40 Building community through customer experience
11:52 Glossier's approach to product feedback
19:43 Floor time: Taking breaks to recharge
24:59 Bauble Bar's Slack community for superfans
30:03 Leveraging social media for customer engagement
37:07 Managing custom order timelines and expectations
45:35 Educating customers on product care
55:56 Hot take: Phones not needed for CX
57:28 Myth busted: Being mean doesn't get better service

Socials

Larry: https://www.linkedin.com/in/larrythoma/

Cati:https://www.linkedin.com/in/cati-brunell-brutman-5355b04a/

Maritza:https://www.linkedin.com/in/maritza-mejia-46129b56/