In this episode of the CX Mixer, host Larry Thoma welcomes Lisa from Everlane and Chad from Vuori for a lively discussion on what it means to deliver “quiet luxury” in customer experience. Together, they explore how their brands balance premium quality, approachability, and sustainability while adapting to evolving customer needs. Listeners will hear candid insights on the power of transparency, building trust, and crafting seamless, almost “invisible” experiences that let products—and people—shine. Chad and Lisa share strategies for handling returns, leveraging AI thoughtfully, and eliminating pain points, all while keeping the human touch front and center. With real stories, confessions from the frontline, and actionable CX tips, this episode offers fresh perspectives for brands looking to elevate their experience—proving that what really matters is making customers feel understood, valued, and prioritized. Perfect for anyone seeking practical inspiration for premium, customer-centric service.

Socials

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

Lisa: https://www.linkedin.com/in/lisayarrow/

Chad: https://www.linkedin.com/in/chadpwarren/