What Happens When Customers Complain (and You Actually Listen)

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eCom Collab Club Podcast - The eCommerce Podcast for DTC Businesses

Peter Gardner and Adam Pearce

36 episodes

2 days ago

Get the undocumented, unfiltered, and unscripted confessions, strategies, and secrets of the biggest and fastest-growing DTC brands. Packed with actionable insights, this business podcast will help you grow revenue and master subjects like CRO. Each episode breaks down the wins and painful mistakes that shaped today’s top eCommerce brands. Hosted by Peter Gardner and Adam Pearce, the founders of the eCom Collab Club™ and Blend Commerce, the CRO agency trusted by DTC businesses to turn more visitors into customers. Proudly sponsored by Omnisend, email & SMS marketing so good, it's boring.

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What Happens When Customers Complain (and You Actually Listen)

eCom Collab Club Podcast - The eCommerce Podcast for DTC Businesses

1 hour 1 minute 29 seconds

4 months ago

What Happens When Customers Complain (and You Actually Listen)

In this episode, Pete and Adam sit down with Amy Anzel, founder of Hollywood Browzer Beauty, to unpack what really happens when you stop avoiding complaints and start using them to grow.

Amy’s taken her beauty brand from in-store demos to 20+ markets, built a fiercely loyal global customer base, and turned even the sharpest feedback into stronger retention and repeat sales.

She’s sharp (literally), candid and doesn’t sugar-coat the realities of scaling – or what she really thinks of business reality TV...

They cover:

– Why your angriest customers are often your most valuable– What actually happens when you listen (instead of react)– How Hollywood Browzer used CX to drive international growth– The difference between moaners and meaningful insight– And why being too perfect can backfire in DTC

This episode is for any eCom operator who’s ever rage-closed a Trustpilot tab, drafted a spicy response, or wondered if CX really makes a difference.

(Spoiler: it does.)

About the Guest
Amy Anzel – Founder of Hollywood Browzer Beauty. Beauty boss, customer whisperer, and proud Apprentice alum with no time for fluff.

About the Hosts
Adam Pearce – Co-founder of Blend Commerce and eCom Collab Club™, always on the hunt for what actually moves the needle.
Peter Gardner – Co-founder of Blend Commerce, CRO obsessive, powered by oat flat whites and unfiltered honesty.

Work with BlendNeed your store to convert like your margins depend on it? Book a free “Metric on Fire” diagnostic:
👉 https://blendcommerce.com/pages/metric-on-fire

#eCommerce #CustomerExperience #CXStrategy #HollywoodBrowzer #AmyAnzel #RetentionMarketing #BeautyBrands #MoansIntoMoney #TheApprentice #eComCollabClub #BlendCommerce #DTCGrowth #FounderStories #BrutalReviews #TrustpilotTruths