{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"OFFBounds Retail","title":"108. Boll & Branch's VP of CX and Loyalty, Anna Esrov: “We’re big on unreasonable hospitality.”","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/87cc6361\"></iframe>","width":"100%","height":180,"duration":1743,"description":"Boll & Branch has built its competitive advantage on something many brands overlook: hospitality. In this conversation, Anna Esrov, VP of Customer Experience & Loyalty, shares how the luxury organic bedding brand turns listening into action, from real-time customer feedback that shapes product development to in-home “Room Service” styling that brings five-star hotel energy directly to customers. We explore how surprise and delight becomes part of the culture, how in-house service teams drive retention, and how AI is used to create efficiency without losing the human touch. This is a masterclass in building loyalty through experience, not just product.","thumbnail_url":"https://img.transistorcdn.com/G1kXA1YY6rDhdI2X9R-Tc5s2547L2IPk90UAKLpcFOU/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS8zOTAy/YTZiMzM5OTZiM2E4/OGI5YTY0OWI5MzFk/ODJiNC5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}