Case Study: Love Wellness builds a customer-obsessed CX culture with Attentive

Love Wellness’ VP of Customer Experience Shares Her Blueprint for an Exceptional CX Culture

The customer, Love Wellness, is a wellness brand that sought to build a customer-obsessed culture and utilize direct customer feedback to drive informed business decisions. They partnered with the vendor Attentive, along with tools like Okendo Surveys and Gorgias, to capture and act on this crucial insight, treating their CX team as a central feedback machine for the entire company.

Through its partnership with Attentive, Love Wellness implemented a strategy that included personalized post-purchase text and email flows to solicit candid customer feedback. This feedback directly led to the creation of new products like jumbo sizes and a flavorless collagen, operational changes, and even renamed supplements. The vendor Attentive helped the brand build a company-wide appreciation for CX through a training program that involved all employees in customer service work, which uncovered improvement opportunities across departments and fostered a more unified, customer-centric company.

Love Wellness

Amanda Kwasniewicz

VP of Customer Experience