Let’s Laugh About It Anne from Olipop on CX Chaos, AI, and Pro/Prebiotics
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Oct 17, 2025 Anne Dyer, Senior Manager of Customer Experience and Loyalty at Olipop, brings her expertise to the table. She shares hilarious mishaps like the surprise socks mix-up and a shaker-cup launch gone wrong. They dive into the challenges of omnichannel growth, revealing how Olipop transitioned to big retailers. AI's role in customer interaction is also discussed, showcasing intent recognition and automated support. With charm and wit, Anne highlights the unpredictable yet rewarding nature of customer experience.
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Socks Sent Without Context Caused Confusion
- Anne describes sending 300 surprise socks separately with no insert, causing customer confusion.
- They now include a card in every surprise-and-delight shipment for context.
Prepacked Shaker Cups Went Out Wrong
- Zoe recounts a shaker-cup launch where the 3PL preboxed wrong plastic cups instead of stainless steel.
- She handled mass customer outreach herself to proactively address the issue before weekend deliveries.
Use Transparency After Operational Errors
- Be transparent when you identify fulfillment mistakes and tell customers honestly what happened.
- Avoid silence or cover-ups because customers sense when something is off.