Customer Experience Statedgy for one of the most beloved lip plumping brands
Industry: Beauty, Ecommerce
The Opportunity
Buxom products were initailly sold on bareminerals.com and bareMinerals retail stores. The goal was to create a separate website for Buxom . I was brought in based on my expertise on customer experience and desk.com (a salesforce company). I helped create the strategy and foundation for the service that BUXOM would be known for.
My Role
Digital CX Lead
Key Contributions
/ Created business reports to highlight key trends, KPI's, and actionables for improved performance.
/Conducted calibration meetings with profit centers to discuss strategic business steps.
/Provided in-depth analysis of key risks and opportunities during primal stages of the lifecycle journey.
/Increased customer retention by conducting follow-up calls with escalated cases.
Outcome
Launched BUXOM website and full customer service support via all channels (email, phone, chat, and social)
