In this episode, Adam sits down with Jodie Sanders, CMO of Pooky Lights, to unpack how smart brands turn customer feedback into gold – not just a colour-coded spreadsheet no one reads.
From spicy Trustpilot reviews to DMs with more attitude than insight, Jodie shares how her team turns even the toughest feedback into sharper strategy, stronger products, and long-term loyalty. No sulking. Just growth.
She’s candid, creative and wildly good at reading between the (angry) lines.
They cover:
– Why “we hate your packaging” is often more useful than “we love your brand”– What actually happens when you listen instead of panic– The product improvements Pooky made thanks to customer moans– When to engage vs. when to just… let them vent– And why you can’t build a great brand without a little humility (and thick skin)
This episode is for any operator who’s ever flinched at a one-star review, wondered if feedback really fuels growth, or toyed with the idea of deleting Trustpilot altogether.
Spoiler: it’s worth a listen. And listen well.
About the Guest
Jodie Sanders – CMO of Pooky Lights. Strategic CX queen, insight nerd, and firm believer that feedback is fuel even when it stings.
About the Host
Adam Pearce – Co-founder of Blend Commerce and eCom Collab Club™, always on the hunt for what actually moves the needle.
Work with Blend
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