This week on After Hours x Above the Fold, I sat down with CX specialist and Midwest dad extraordinaire, Larry Thoma.

We got into what great CX looks like after the checkout page, how brands can use returns to build trust (not just process refunds), and why “dishwasher safe” is not a real instruction. Larry’s worked with brands like Yeti, Caraway, and See’s Candy, so he’s got receipts (and hot takes!).

We talked about email touchpoints, refund timing, customer segmentation, and the wild world of return policies (Marine Layer, we’re looking at you). Plus, Larry’s take on what actually makes someone a loyal customer is one you’ll want to steal.

If you’re in retention, CX, or just trying to stop losing customers in the post-purchase void, you’ll want to catch this one.

🎧 Listen in for insights on retention, returns, and how to stop leaving money (and trust) on the table.

📲 Follow Larry:

Instagram: @lthoma1

LinkedIn: linkedin.com/in/larrythoma/

📲 Check out parcelLab::

Website: parcellab.com/

Instagram: @parcellab

👋 Enjoying Above the Fold?

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