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/