Let’s Laugh About It

Zoe Kahn sits down with Carinne Meyrignac, founder of Cali Books, and Rachel Greenawald from the Inevitable Agency team for an honest, funny, and heartfelt conversation about building a mission-driven brand by actually listening to your customers.

In this episode, Carinne shares how Cali Books started 10 years ago with "invisible technology" that makes books sing and read to kids, and how watching her own kids get handed Chromebooks in kindergarten shaped the Cali Reader. Rachel, who has run the Cali Books CX program for nearly a year, shares what the inbox reveals about the brand's real impact.

You'll hear why a lifetime warranty turned out to be "just positive good business," how one parent's feedback gets treated like a hundred, how the brand grew from Amazon to Barnes & Noble and Nordstrom and now into schools, and why taking the risk on an inclusive, multicultural catalog paid off. Plus: middle-of-the-night support calls with screaming kids in the background, and the Amazon review that called them too conservative for pairing a zebra with a zebra.

Tune in, laugh with us, and catch the full episode now.Listen to the episode:

Apple Podcasts: https://podcasts.apple.com/us/podcast/lets-laugh-about-it/id1713846982

Spotify: https://open.spotify.com/show/6LgIjI44Ym3jSEcPCGN0UG

Follow along on Instagram:📲 Instagram: https://www.instagram.com/letslaughpodcast/

(And tell us what your biggest takeaway was 👀)

Have a business (or work for one) and want to level up your Customer Experience with smarter, easier customer communication?

Try Gorgias free: https://partner.gorgias.com/13120wrvaaxy

🕒 Timestamps

00:59 Meet Carinne Meyrignac (Cali Books) + Rachel Greenawald (Inevitable Agency)

02:06 How Cali Books started: books that read and sing to kids

02:35 Chromebooks in kindergarten

04:40 The lifetime warranty: "just positive good business"

05:40 Building processes (and handing repetitive tasks to AI)

07:05 Midnight support calls and screaming kids (LAUGHABLE)

08:54 Taking Cali Books into schools

10:05 Impact for kids on the spectrum

13:06 The research: kids chose books over tablets 3 out of 4 times14:31 Turning customer feedback into the product roadmap

16:20 Nursery rhymes stuck in parents' heads

17:59 Treating one parent's feedback like a hundred

20:06 The zebra-and-fish Amazon review (LAUGHABLE)

21:26 What's next: the Cali Reader + publishing partners

26:02 Building an inclusive, multicultural catalog

28:41 Advice for founders scared to take the inclusivity risk

33:15 From Amazon to retail to schools35:09 Doing more than customer service

38:35 How listeners can help: ask your schools questions

42:25 Where to find Cali Books

Find Carinne: https://www.linkedin.com/in/carinne-meyrignac-%F0%9F%93%9A-a1b3475a/

Try Cali's Books for yourself: https://playcali.com/

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shaping the future of e-commerce.#Ecommerce

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Thanks for watching :)

Can CX actually drive revenue? Zoe Kahn sits down with Domonique Brown, Senior Director & Head of Customer Experience at Liquid I.V., to talk about scaling CX from a 10-person startup to a billion-dollar brand acquired by Unilever.

Domonique shares why CX is a relationship cycle (not a ticket queue), how to get the voice of the customer heard across and up the org, her "Consumer Pulse Report" that celebrates the wins, how Liquid I.V. uses AI to turn hundreds of thousands of tickets into insights, and the surprise-and-delight program that finds the customers marketing never sees. Plus: the early days when customers asked if they could dry scoop Liquid I.V., so she tried it herself.

Thank you to this episode's sponsors:

Kodif - book a demo: https://kodif.ai/?utm_source=inevitableagency&utm_medium=podcast&utm_campaign=invevitableagency_podcast

Outersignal - get your first 1,000 customers enriched free: https://www.outersignal.com/lp?utm_source=podcast&utm_medium=sponsored&utm_campaign=lets_laugh_about_it

Consio: https://get.consio.ai/zcbd3vbmhfnc

Level up your CX with Gorgias, try it free: https://partner.gorgias.com/13120wrvaaxy

00:00 Welcome to Let's Laugh About It

01:57 Meet Domonique Brown

05:03 CX vs. customer service

06:36 Can I dry scoop this? (LAUGHABLE)

11:51 How a funny experiment became the FAQ page

13:05 From subscriptions + discounts to community

20:55 The "CX must drive revenue" identity crisis

28:32 Advice for CX leaders who don't feel heard

32:58 The Consumer Pulse Report

35:59 Community + surprise and delight

44:02 The Liquid I.V. tech stack

50:27 How Liquid I.V. uses AI for data + QA

57:26 Where to find Domonique

Find Domonique: https://www.linkedin.com/in/domonique-brown-42229baa/

Watch on YouTube + follow along:

Instagram: https://www.instagram.com/letslaughpodcast/

TikTok: https://www.tiktok.com/@llaipodcast

LinkedIn: https://www.linkedin.com/showcase/let-s-laugh-about-it-podcast/

Get Zoe and the Inevitable team's newsletter: https://zoes-inevitable-newsletter.beehiiv.com/

Listen on Substack: https://substack.com/@experiencesyoureproudof

Get a CX Audit Pre-Screening with Inevitable Agency: https://www.inevitableagency.co/services

Zoe Kahn sits down with Mia Chapa for an honest, funny, and unfiltered conversation about AI, CX, and what it really takes to earn customer trust.

In this episode, Mia - VP of Customer Experience & Strategic Initiatives at Glamnetic - shares how she took Glamnetic from 88 BBB complaints to a 4.85/5 CSAT, and why she trusted AI to cancel orders and issue refunds: the crawl-walk-run rollout, letting CSAT dip while the AI learned, and QA'ing 6,000 AI tickets in a single quarter.

You'll hear why you should treat your AI agent like a new hire (not a light switch), how proactive support drives retention, the unconventional CX roles behind a 24/7 team, and how Glamnetic's NPS climbed from 22 to 65. Plus: the day a CEO tried to handle one upset customer and hung up saying, "I don't know how you do what you do."

Tune in, laugh with us, and catch the full episode now.

Thank you to this episode's sponsors:

Redo - turn returns into exchanges and store credit, free for brands: https://redo.com/get-started/demo?utm...

Social Snowball - get the free 7-figure affiliate playbook: https://www.socialsnowball.io/the-7-f...

Try Consio: https://get.consio.ai/zcbd3vbmhfnc

Have a business (or work for one) and want to level up your Customer Experience with smarter, easier customer communication?

Try Gorgias free: https://partner.gorgias.com/13120wrvaaxy

What happens when a customer has a less-than-perfect experience... and it turns into one of the best marketing moments a brand could ask for?

This week, we're breaking down the viral Good Girl Snacks x Alix Earle pickle jar moment and why the founders' response was such a customer experience win. We also take a "Shop With Me" approach, reviewing their website, signup flow, checkout experience, and a few opportunities to reduce friction along the customer journey.

In this episode, we cover: • How brands can turn negative moments into positive marketing • Why responding quickly and authentically matters • Website and checkout CX tips • The role of email, SMS, and customer data in ecommerce • Why a great product is still your best marketing strategy

Sometimes the best customer experience isn't preventing every problem—it's how you respond when one happens.

What happens when two ecommerce marketers stop pretending everything always goes according to plan?In this podcast swap of Let's Laugh About It and the DTC Podcast, Zoe sits down with Eric Dyck to talk about growing Cove Soda in the competitive better-for-you beverage space, building customer loyalty without relying on DTC, using AI to work smarter, and the business mistakes that taught them the most.From shipping hundreds of the wrong products to accidentally spending $42,000 on ads, this episode proves that some of the best lessons come from the moments you can laugh about later.We cover:Growing a retail-first brandEmail & SMS list building through eventsAI and marketing automationCommunity-driven marketingPodcasting and networkingThe funniest mistakes we've made in ecommerceConnect with Eric Here: https://www.linkedin.com/in/ericdyck/Twitter: @ericalandyckInstagram: @ericalanDTC Newsletter: https://www.linkedin.com/company/dtc-mediateam/posts/?feedView=allListen to the DTC podcast here: https://open.spotify.com/episode/04iLjmaRFI6LI50M7532Rx?si=FUD2pSAGSiKtaCwQM-dCrA&nd=1&dlsi=3ad6c050bb764102

Today on the podcast, we're joined by Isaac Medeiros, entrepreneur, operator, and founder of Mini Katana and Kanpai Candy. Isaac is best known for building one of ecommerce's most unique brands, transforming a niche sword company into a viral content powerhouse with more than 20 million YouTube subscribers, billions of annual views, and a highly engaged global community. Along the way, he's become an expert in organic growth, creator-led marketing, and building brands that scale without relying on traditional advertising.

A bad customer experience doesn’t just create an inconvenience, it creates a cost.

In this episode of Let’s Laugh About It, we unpack the real price brands pay when experience falls apart, and why it’s harder to measure than most teams think.

From confusing websites and unmet expectations, to wrong items shipped and no response from support. We’ve seen the aftermath firsthand. 

If you’re a founder, operator, or CX leader, this is a conversation you need to hear.

Watch now and rethink what a bad experience is actually costing your brand.

In this episode of Let’s Laugh About It, we’re introducing Camryn: Zoe’s EA (Executive Assistant) and unofficial glue of Inevitable Agency.

Fresh out of college, Camryn stepped into a role where no two days are the same. From email and calendar management to last-minute PR box packing and unexpected office chaos.

We also touch on startup life, building a healthy team culture, and the little things (and Pokémon moments) that keep things fun.

Watch now to meet Camryn and get a behind-the-scenes look at the team.

Zoe sits down with Emma Grove to talk about her unconventional path into marketing—from dropping out of college and working in hospitality to landing a role at Inevitable Agency.

Emma shares how taking a chance on herself (with a push from her boyfriend) led her into customer experience (CX), where she learned the foundations of business, retention, and brand loyalty. She explains how working in CX completely changed how she sees companies as a consumer.

As she grew in the agency, Emma transitioned into influencer marketing, where she found a creative outlet and a role that aligns with her passions. The conversation highlights the importance of mindset, being open to learning, and the agency’s core philosophy: “make it make sense.”

They also touch on company culture, leadership, and how thinking creatively—and logically—can unlock opportunities (like Emma earning a trip to the Philippines through her initiative).

In this episode of Let’s Laugh About It, Zoe and Rachel break down the real difference between reactive support and proactive, brand-defining experience. From AI agents that can’t quite learn how to say “no,” to brands that win loyalty through transparency, to why your customers are forming opinions about you before they ever click “buy," this conversation goes deep.