Case Study: Ember achieves improved customer experience and higher NPS with Geckoboard

How to stay customer-centric in the current climate: 7 tips from Ember’s Customer Experience Director

Ember, the Los Angeles–based maker of temperature‑control mugs, faced the challenge of staying customer‑centric as its ~70‑person team went remote and retail partners closed stores. With ecommerce demand steady or rising, the company needed to handle more inquiries without losing focus on customer needs — a test of maintaining service quality and relationships during disruption.

Ember’s Customer Experience Director rolled out seven focused practices: keep NPS as the guiding metric, speed up follow‑ups, personalize conversations, be flexible (e.g., streamlined replacements), publish helpful content, monitor social sentiment, and train reps to build promoters. The result: business stayed strong online, response times and issue resolution improved, customer rapport deepened, and NPS actually increased.

Ember

Tom Tejada

Customer Experience Director