Your CX Called—It Wants Attention

Every interaction is a promise. Is your CX delivering?

Hey Fam,

Hope you’re still enjoying some post-holiday bliss—treats in hand, inbox half-ignored, and resolutions still on the “I’ll think about it” list. But..wait! Don’t sleep on this email because we’re diving into the third and final part of our series to help you crush in 2025.

Last week, we talked about retention—not just as something you scramble to fix post-purchase but as a strategy that starts at awareness and carries throughout the entire customer journey. It’s about meeting customers where they are, building relationships at every touchpoint, and keeping them engaged long before and after they hit “buy.”

This week, we’re turning the spotlight to customer experience—another foundational piece of building a dope af brand. Because here’s the truth: you can have the best brand strategy and retention plan in the world, but if your brand experience doesn’t deliver, it all falls apart.

Let’s talk about how to make sure it doesn’t.

Your CX Called—It Wants Attention

We’ve talked about this before bestie, so I won’t keep repeating it…but often CX is thought of as just support. And let me tell ya….that is FAR from the truth. 

We have helped SO many brands at OLC this last year with their CX and Every 👏 Single 👏 Time, we’re brought in to fix a support issue, we uncover cracks in other parts of the customer journey that caused the support problems in the first place. It’s never just about support–it’s about the entire experience. 

So think of CX as the execution of everything your brand promises. It’s where the big ideas meet reality, where customers decide if your brand is worth their time, money, and loyalty.

And as we step into 2025, there’s no room for half-measures. CX isn’t just part of the brand experience—it is the brand experience.

Every Interaction Is the Brand

The OLC girl gang and I, don’t just jump in to patch cracks—we like to dig deep. Every CX challenge we tackle starts with one question: What’s causing this disconnect in the first place?

For me, customer experience is the execution of every promise your brand makes. It’s the moment where all the big ideas meet reality. If there’s a disconnect, if the experience feels off, it’s a sign that somewhere along the journey, the thread of trust has been pulled loose.

I like to start with alignment. Does every touchpoint—every email, every chat response, every interaction—feel like it belongs to the same story? Next, I look at the human side of the equation. Are customers being treated like people, or like problems to be solved? And then, I focus on opportunities. Every moment, no matter how small, is a chance to reinforce belief in your brand.

Take Cadence, for example. Their modular travel containers are thoughtful, and their entire experience reflects that same thoughtfulness. From their straightforward FAQs to their warm, personal responses on social, you feel like they care about making your life easier.

Or look at Omsom, a brand that never whispers when they can shout. Their personality shines through every interaction—whether it’s the bold copy on their spice packets or the humor tucked into their order updates. It’s loud, it’s fun, and it’s always on-brand.

These brands remind me of one truth: CX isn’t just about fixing problems. It’s about creating belief. Every touchpoint is a chance to prove to your customers that they made the right choice.

Customer experience isn’t just about answering questions or resolving issues—it’s about turning every single interaction that you can control into a moment that reflects and reinforces your brand. Think about your customer’s experience as a part of your brand marketing.

Here’s how YOU can think about CX differently in 2025

1. Every Interaction Is a Stage

Think of CX as the execution of your brand’s promises. It’s not just about solving problems—it’s about showing customers who you are at every step. Whether it’s a shipping confirmation email, a response on social, or a live chat interaction, ask yourself: Does this feel like us? If it doesn’t, it’s time to rewrite the script.

2. Turn Problems into Opportunities

Mistakes happen, but how you handle them defines your brand. A delayed order isn’t just a logistical hiccup—it’s a chance to show customers you care. A thoughtful, proactive response can turn frustration into loyalty.

3. Design for Delight

Customers expect functional. They remember delightful. A small, unexpected touch—like a handwritten thank-you, a surprise sample, or a perfectly-timed check-in—can turn an ordinary experience into one they’ll tell their friends about.

4. Consistency Over Perfection

Customers don’t expect you to get everything right all the time, but they do expect you to feel like the same brand everywhere they encounter you. Ensure your voice, tone, and experience are seamless across every channel, from your website to your packaging to your support responses.

5. Ask the Right Questions

Instead of focusing on, What can we fix?, start asking, What can we make better? How can this feel more like us? Shifting from reactive problem-solving to proactive brand-building is where CX turns into experience.

CX isn’t a department. It’s the lived reality of your brand. Every moment, every interaction is a chance to build trust, loyalty, and belief.

And that wraps up our series on building a killer 2025 consumer marketing playbook to help you thrive! We started with brand strategy, moved through retention and lifecycle marketing, and now we’ve landed here—on customer experience, the thread that ties it all together.

Maybe some of this feels familiar, or maybe it’s sparked new ways to think about CX as the heart of your brand. Either way, the goal is to leave you with the tools and mindset to create a customer experience so seamless and intentional, it feels like ✨magic✨ to your customers.

In 2025, it won’t be the brands that shout the loudest that win—it’ll be the ones that quietly, consistently deliver on every promise they make.

So, where do you start? Right here. Take a hard look at your CX, treat it like the centerpiece of your brand, and watch how quickly your customers start noticing the difference.

And if you’re feeling stuck or need advice on brand strategy, retention marketing, or CX, you know where to find me (and the girl gang at OLC). We offer done-for-you services, coaching, and if you reply to this email, I’ll share TWO resources you can use today to get started.

Until next week!

Have a Marketing and/or CX-related question for me?

UPCOMING EVENTS

  1. Headed to NRF in January? Empath Club (Eli and I’s lovely community) and Midcoast (Dillon and I’s founder community) are teaming up to host a fun AF event at 12 Chairs on January 13th. If you are a brand operator or founder either attending NRF or just in the NYC, join us!

    RSVP HERE

  2. The Sheinnovates Girl Gang and I are plotting and planning for Sheinnovates 3 (LA) and Sheinnovates 4 (NYC) next year. Sign up here to be alerted when tickets are available!

More IRL events coming in 2025!
Interested in working together? Hit me up.

👐 BONUS CONTENT 👐

Last week, I released a very fun episode with Jai Patel, Founder of JUV, is a compact, blender-based juicing tool designed to easily separate juice from pulp by pressing blended fruits and vegetables. We talk about finding a problem, inventing a solution, the woes of entrepreneur life and even share a QVC like demonstration. It’s fun, it’s juicy and packed with so many good tid bits!

and if you are an earbud bestie, listen here.

If you are a brand operator or founder, I’d love to have you on Above The Fold in 2025! Fill out this form and let’s get you on!

Interested in working together for consulting, events or content?