This week, I sat down with my mentee, Mackenzie Lukas, to talk about what it really means to put people first in customer experience. 💬✨

We get into her unexpected career pivot from commercial real estate to CX, what she’s learned as Director of Customer Experience at Hormbles Chormbles 🍫, and why empathy will always beat efficiency 💛.

Mackenzie shares how her team is building trust with customers through human interactions, why sampling is more than just a marketing play 🎁, and the lessons she’s carried from workplace culture into CX. We also talk about what it’s like to launch a brand in CPG without any prior industry experience, and why that can actually be a superpower 🚀.

If you’re building a brand, leading a CX team, or just curious about what makes people feel truly cared for, this episode is packed with insights you can use right away. 🔑

🎧 Listen now for takeaways on empathy, brand trust, and why CX deserves a seat at the table.

📲 Follow Mackenzie:

Linkedin: https://www.linkedin.com/in/mackenzielukas/

📲 Check out Hormbles Chormbles:

Instagram: @hormbles

Website: hormbles.com

👋 Enjoying Above the Fold?

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Connect with Jess on:

LinkedIn: linkedin.com/in/jess-cervellon

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