Scaling an eCommerce brand isn’t just about ads, creatives, or new channels.

Often, the biggest growth unlock comes from how you treat customers after the purchase.

In this episode of eCommerce Evolution, Brett sits down with Kristin Keys, VP of Customer Experience at Baseball Lifestyle 101, to break down how CX can become a true growth engine.

From empowering support teams to turning angry customers into loyal advocates, Kristin shares how great customer experience drives retention, increases LTV, and fuels word-of-mouth growth.

If you’re struggling with churn, negative reviews, or rising CAC, this episode is packed with actionable insights to help you turn CX into a competitive advantage.

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Sponsored by OMG Commerce - go to (https://www.omgcommerce.com/contact) and request your FREE strategy session today!

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Chapters:

(00:00) Introduction: CX as a Growth Engine with Kristin Keys

(03:12) Why Good CX Drives Retention, LTV & Word of Mouth

(07:00) The Baseball Lifestyle 101 Origin Story

(14:02) Reducing Refunds, Chargebacks & Negative Reviews

(20:04) Empowering Your Team to Resolve Issues on the Spot

(24:10) Going Above & Beyond: Community Stories & Surprise Moments

(30:51) Key Metrics: Return Rate, Repeat Purchases & Sales from Support

(36:50) Biggest CX Mistakes D2C Brands Make

(41:46) Parting Advice: Build a CX Team That Loves Your Brand

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Connect With Brett:

LinkedIn: https://www.linkedin.com/in/thebrettcurry/
YouTube: https://www.youtube.com/@omgcommerce
Website: https://www.omgcommerce.com/
Request a Free Strategy Session: https://www.omgcommerce.com/contact

Relevant Links:

Kristin’s LinkedIn: www.linkedin.com/in/kristin-keys-bl101

Past guests on eCommerce Evolution include Ezra Firestone, Steve Chou, Drew Sanocki, Jacques Spitzer, Jeremy Horowitz, Ryan Moran, Sean Frank, Andrew Youderian, Ryan McKenzie, Joseph Wilkins, Cody Wittick, Miki Agrawal, Justin Brooke, Nish Samantray, Kurt Elster, John Parkes, Chris Mercer, Rabah Rahil, Bear Handlon, JC Hite, Frederick Vallaeys, Preston Rutherford, Anthony Mink, Bill D’Allessandro, Stephane Colleu, Jeff Oxford, Bryan Porter and more

How Baseball Lifestyle Grew from $2M to $150M with Customer Experience