Who is Amanda?

Meet Amanda, the VP of Customer Experience at Love Wellness, and her sidekick, Pep! Amanda isn’t just a VP, she’s a transformative leader with a passion for women’s health and customer service.

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About Love Wellness

Love Wellness is a women’s wellness brand focused on safe and effective solutions for common issues that all women face, with the primary focus on vaginal health, gut health, brain and total body, and beauty. Their products are non-toxic and developed by a team of specialist doctors, so women can feel their best with products specifically designed for their needs.

Amanda's CX Journey

From her first job as a waitress to roles at Kohl’s, Hulu, Casper, and Thinx, Amanda has been in the service industry since she was 14 and has seen customer experience from every angle. Now at Love Wellness, she’s found her ideal intersection of CX and women’s health.

Amanda discovered through her career that women’s wellness was her driving motivation. When asked about her passion, Amanda puts it this way “Women are the underdog, especially medically speaking. Women’s health is understudied, underinvested in, and confusing!”

Amanda loves where she is in her career right now, not only because she works with a company so closely aligned with her passion, but also because CX allows her to really write her own rules (big Virgo energy!), especially in a team as small as the CX team at Love Wellness.

Structure Of The Love Wellness Team

Amanda leads a team of 5 CX specialists who work a hybrid schedule from the Love Wellness office in NYC. She believes that while having a domestic team might be more expensive for the business compared to an off-shore team, the investment is worth it for the level of connection she finds with her team and what they’re able to give back to the business.

Amanda puts her full trust in her team, allowing them to maintain a level of curiosity about how they can work to improve the Love Wellness business. While each of the customer experience specialists on her team are generalists, meaning they are all equipped to handle the same tasks/workload, Amanda says she encourages each of them to lean into their skillset.

For example, one of her specialists has a natural knack for operations and fulfillment, and Amanda has leaned into that knack and allowed her to fully own that part of the customer service journey.

How Amanda Empowers Her Team

As a lean and streamlined business, Love Wellness is not looking to wildly expand in size in the near future, presenting Amanda with the unique dilemma of exploring outside-of-the-box growth opportunities for her customer experience specialists without leaving a space to fill on the team. She tackles this dilemma by:

1. Paying her team above market for the work they do
2. Providing opportunities within their role that allow them to continue to learn and grow their skills outside of the role’s requirements.

Amanda encourages her team to not look at problems shallowly but to really dive in, understand the root issue, and put together a solution to solve it. The problems brought up by her CX team are taken seriously by upper management, really empowering her team to see their impact on how the business operates.

CX Tech Stack

Gorgias “The best helpdesk that ever helpdesked! The only true platform for CX that feels like it was built by CXers and has every feature under the sun, as well as a very transparent roadmap that is always delivering.”

Shopify “Running a website doesn’t need to sit only within the hands of developers. We can make updates on our own terms, allowing for test and learn faster and more broadly than most custom options can allow for.”

ReCharge “A super robust platform that is easily managed as admins. Tons of flexibility/customization without needing developer work. Great integration with Shopify and Klaviyo”

Yotpo “A long time player in the customer journey lifecycle that integrates with our entire tech stack. We use their Loyalty offerings, referrals and rewards, to drive customer retention.”

Okendo “Makes collecting reviews and surveying customers for feedback so easy, direct integrations to the rest of our tech stack”

Honorable mention: Text Expander

Metrics That Amanda Tracks

On Amanda’s team, the two key indicators of success are a low first response time and a high CSAT score – but they have to be balanced appropriately. Everyone on the team is responsible for those metrics. “If one part of our team fails, we all fail,” says Amanda, “and if one person is bringing down the entire CSAT for the entire group, that’s on all of us.”

But the attention to metrics doesn’t just end there. Remember Amanda’s goal to empower her team? She has also implemented a weekly business review, where the responsibility of pulling data, putting together a deck, and presenting the good, bad, and ugly from the previous week’s performance cycles through the team.

Not only does this allow for transparency in performance across the team, but Amanda is helping her team to become confident with the task of pulling data and presenting it, a skill that will be useful for them in their future professional endeavors.

Amanda’s Advice For Other CX Leaders

“Fail fast and fail often, but when you make a mistake, fix it fast, too. Mistakes are how you learn and don’t have to be a bad thing, but be careful.”

At Love Wellness, they have a finger on the pulse of their customers at all times. Their product team has used CX feedback to make adjustments to things like vegan ingredients for their plant-based friends and renaming a product from “Lean Queen” to “Metabolove” after hearing that their customers found the original name to be insensitive.

Love Wellness, in our opinion, is a true testament to the value of listening to your customers and acting quickly on their feedback.