Listening to Win: Elevating Customer Experience to Drive Retention and Growth

In today’s competitive ecommerce landscape, customer experience isn’t just a differentiator—it’s the foundation of long-term brand loyalty and sustainable growth. In this fireside chat, Phillip Jackson, CEO of Future Commerce, sat down with Leah Garcia, CEO and Founder of Nulastin, to uncover the strategies behind Nulastin’s rapid success. From scaling her team at the right time to building systems that maintain high-touch, high-quality customer interactions, Leah shared firsthand insights on what it takes to create a brand that truly resonates with its audience.

The discussion explored how Nulastin has leveraged data-driven decision-making, operational efficiencies, and customer-centric innovation to drive growth without compromising on service. Leah detailed the importance of balancing automation with personalization, ensuring that customers feel valued while still optimizing backend processes. Attendees gained a deeper understanding of how to implement scalable systems that enhance engagement, retention, and overall customer satisfaction.

Whether you’re looking to refine your post-purchase experience, improve support channels, or build a brand that fosters long-term loyalty, this session provided actionable takeaways for ecommerce leaders at every stage of growth. By focusing on customer experience as a core business strategy, brands can not only differentiate themselves in a crowded market but also create meaningful relationships that drive revenue and repeat business.