Things escalated pretty quickly after Part 2. Jill Morehouse, who leads Brand Reputation for FabFitFun, reached out, and we eventually connected over a phone call later that week. Jill gets it. She has been with the company for over 7 years and you can tell immediately when speaking with her that she is passionate about both her job and FabFitFun. I did not know really what to expect with the phone call. This was not a typical CS/CX phone call as there was not a way to resolve the experience and I know a metric ton about the subscription box space. I was not looking for a refund or credit or any sort of concession and it’s not like I was going to remove my ‘experience articles’.
The phone call was definitely non traditional. Jill had compiled a list of my grievances and wanted to talk through each one. I was impressed. As we talked through each one, we talked about things you traditionally wouldn't like: product/tech roadmap, a CS member not being correctly trained, and dealing with a data breach. The phone call was conversational and felt more like two professionals in the subscription box space talking through problems.
A takeaway from the conversation was that Jill cared immensely about customer experience. I also got the feeling that FabFitFun generally cares as well. Managing customer experience is always a challenge. At BattlBox and Carnivore Club, it’s our highest priority. However, not everyone has a great experience. We have ‘perfect storm’ customers that have a bad experience as well.
I did receive a big box today from them and it was filled with some pretty cool things (including FabFitFun for Him which I did not know even existed).
Regardless, I enjoyed my conversation with Jill and I can confidently say she is an absolute asset to FabFitFun, but i have a sneaking suspicion that they are fully aware.