The CX Mixer
CX Mixer is the podcast for ecommerce pros who know that great customer experience doesn’t stop at checkout. Hosted by Larry Thoma — an operator who works directly with some of the most creative and fast-growing brands in the game — each episode pairs up two CX leaders to swap stories, strategies, and straight-up lessons from the trenches.
These aren’t cookie-cutter case studies. Expect real talk on what’s working, what’s not, and how smart brands are turning customer experience into a growth engine. Whether you’re running a lean team or scaling fast, CX Mixer brings you the unfiltered playbook from the people doing the work.
The CX Mixer
From Cart to Community: How Brands Build CX That Connects | Glossier & Baublebar | Ep 3
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/