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/

In this episode of the CX Mixer, host Larry Thoma explores the evolving landscape of men's fashion and customer experience with Katy from Suit Shop and Nichelle from Taylor Stitch. They discuss the shift in male consumer behavior, emphasizing the growing importance of personalization and emotional connection in menswear purchases. The conversation delves into the challenges of sizing across international markets, the rise of virtual consultations, and the delicate balance between efficiency and personal touch in customer service. The guests share insights on combating return fraud, leveraging AI in customer interactions, and the importance of building lasting brand loyalty in the fast-paced world of fashion e-commerce.

In this episode of the CX Mixer, host Larry Thomas speaks with Michael from Fanatics Live and Taylor from Nathan James about combating fraud without alienating customers. They discuss various types of fraud in e-commerce, from return abuse to warranty scams, and share strategies for detection and prevention. Key topics include educating customer service teams, leveraging technology like video verification, and maintaining customer-friendly policies while staying vigilant. The experts also debunk myths about customer experience roles and highlight the strategic importance of CX teams in driving revenue and improving business outcomes.

Socials

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

Michael: https://www.linkedin.com/in/michaeldludwig

Taylor: https://www.linkedin.com/in/taylorj23

In this episode of the CX Mixer podcast, host Larry Thoma interviews Katie from Simple Modern and Jennifer from 32 Degrees. They explore how brands can leverage AI to enhance customer experience, fight fraud, and create seamless post-purchase experiences while increasing loyalty. The guests share insights on misconceptions about selling everyday products, their CX strategies, and tools they use to improve customer interactions. They discuss the challenges of managing customer expectations for low-priced items and the importance of empathy in customer service. The conversation also touches on the role of AI in customer support and how it can be effectively integrated without compromising the human touch.

Socials:

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

Katie:https://www.linkedin.com/in/katie-mitchell-37b51921a/

Jennifer: https://www.linkedin.com/in/jennifer-villalba-34999469/

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/

Larry brings on Nancy, Director of Customer Experience at Caraway, and Daniel, Head of E-Commerce at Carpe, to discuss scaling CX with small teams. They dive into outsourcing call centers, leveraging help desk flows, and breaking up with customers. Unexpected insights include the power of QR codes in post-purchase experiences, the myth of reducing customer conversations, and why responding too quickly can backfire. The guests share their experiences with fraud prevention and managing split shipments, offering a candid look at the challenges of modern CX. 

Follow Nancy and Daniel on LinkedIn to stay updated on their CX strategies and insights in the e-commerce world.

Timestamps
00:00 Intro: Scaling CX with small teams
05:36 Doing more with less in customer experience
18:23 Handling unexpected increases in ticket volume
31:38 Breaking up with problematic customers
38:29 Debunking myths about customer experience
45:06 CX is a company-wide responsibility
51:20 Reading customer tickets to improve strategy

Socials
Larry: https://www.linkedin.com/in/larrythoma/
Nancy:https://www.linkedin.com/in/nancy-gurd-17b67a209/
Daniel:https://www.linkedin.com/in/daniel-nunn-846b15161/

Larry brings on Jordan, Senior Manager at True Classic, and Max, Director at Tommy John, to discuss elevating customer experience, tackling fraud, and the power of proactive communication. Discover their unique insights on handling order modifications, leveraging tech tools like Looker and Flip, and debunking myths about BPOs and customer service. Gain valuable strategies from their extensive experience in the e-commerce world.

Connect with Jordan and Max on LinkedIn for more expert advice and updates.

Socials

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

Jordan: https://www.linkedin.com/in/jordangesky/

Max: https://www.linkedin.com/in/max-wallace-08561911/

Timestamps
0:00 Intro

5:27 CX playbook: Handling fraud and friendly fraud

10:48 Auditing the full customer journey experience

16:23 CX confession: Accidental site-wide discounts

22:38 Essential tools: Looker for data analysis

28:40 Customer Journey Spotlight: Proactive communication

34:52 Busting CX myths: Offshore support quality

39:36 The customer isn't always right