Case Study: Glossier achieves continuous customer insight and stronger loyalty with Customer Thermometer

How customer feedback drives the Glossier phenomenon

Glossier, the rapidly growing makeup and skincare brand, needed a scalable way to capture and act on customer feedback as it expanded from a blog into a global business. To keep customer service at the center of product development and brand strategy — and to preserve a consistent, authentic voice across channels — Glossier adopted Customer Thermometer to gather and quantify customer feedback.

Using Customer Thermometer, Glossier collects quick, actionable insights that its customer service “Editors” feed back into product roadmaps, marketing and operations. Glossier says Customer Thermometer gives them important insights they use to improve processes, test products pre-launch and uphold service standards — outcomes the company links to stronger customer loyalty, higher retention, improved conversions and increased referrals.

Glossier