Welcome to Above the Fold! I’m Jess Cervellon, and in this episode, I’m thrilled to have Amanda Kwasniewicz, former VP of Customer Experience at Love Wellness and now Director of CX at Yotpo, as our guest.

We dive deep into how Love Wellness transformed customer experience in the wellness industry, focusing on emotionally intelligent strategies and how customer feedback became the driving force behind product innovation. Amanda shares her experience on building a brand that prioritizes customer satisfaction through personalized CX and what it takes to scale that success across a growing company. She offers insights on how to integrate CX from day one, the importance of listening to your customers, and how these strategies helped Love Wellness stand out in a competitive market.

You’ll hear Amanda’s advice on building effective CX teams, developing customer-centric products, and why emotionally intelligent CX is the future of brand growth.

Key Moments:

00:00 - Introducing Amanda Kwasniewicz & Her CX Journey

02:45 - The Power of Building a Strong Feedback Loop

05:30 - How Customer Feedback Shaped Product Development

08:10 - Personalized CX in the Wellness Industry

12:25 - Crafting Emotionally Intelligent CX Strategies

16:50 - Scaling CX Teams and Processes for Growth

Connect with Amanda on Linkedin: https://www.linkedin.com/in/amanda-kwasniewicz/

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