#170 - Brandon Blahnik: How DTC Cookware Titan Made In Builds IronClad CX
DTC POD: How The Best Brands Are Built - En podcast af Ramon Berrios, Blaine Bolus - Torsdage
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DTC cookware brand Made In was launched in 2017 as a resource for premium kitchen tools at a fraction of the price. In 2020, while most of the world shut down, their business grew by an astonishing 7x. The growth was incredible, but also led to a strain on the CX team. Brandon Blahnik served as Made In’s Director of Customer Experience. In this episode, he shares how the company survived and thrived thanks to a focus on CX that started from the top down. Key to their CX success was taking a proactive approach to problem-solving, and constantly seeking to improve even when CSAT scores were great.
