How Baseball Lifestyle Grew from $2M to $150M with Customer Experience

About this episode

This episode discusses how customer experience can drive significant growth for eCommerce brands, featuring insights from Kristin Keys of Baseball Lifestyle 101.

Scaling an eCommerce brand isn’t just about ads, creatives, or new channels. Often, the biggest growth unlock comes from how you treat customers after the purchase. In this episode of eCommerce Evolution, Brett sits down with Kristin Keys, VP of Customer Experience at Baseball Lifestyle 101, to break down how CX can become a true growth engine. From empowering support teams to turning angry customers into loyal advocates, Kristin shares how great customer experience drives retention, increases LTV, and fuels word-of-mouth growth. If you’re struggling with churn, negative reviews, or rising CAC, this episode is packed with actionable insights to help you turn CX into a competitive advantage. — Sponsored by OMG Commerce - go to ( https://www.omgcommerce.com/contact ) and request your FREE strategy session today! — Chapters: (00:00) Introduction: CX as a Growth Engine with Kristin Keys (03:12) Why Good CX Drives Retention, LTV & Word of Mouth (07:00) The Baseball Lifestyle 101 Origin Story (14:02) Reducing Refunds, Chargebacks & Negative Reviews (20:04) Empowering Your Team to Resolve Issues on the Spot (24:10) Going Above & Beyond: Community Stories & Surprise…

People in this episode

Host: Brett Curry

Guest: Kristin Keys

Topics covered

• customer experience
• eCommerce growth
• retention strategies
• customer loyalty
• D2C brands
• support teams

Keywords

• customer experience
• eCommerce
• retention
• LTV
• word-of-mouth
• support teams
• D2C brands

Sponsors

OMG Commerce

Mentioned in this episode

Organizations: Baseball Lifestyle 101

More episodes of eCommerce Evolution

• The $270 Billion Checkout Problem (And How to Recover Your Share) · June 11, 2026 · 52 min
• How to Build an Agentic Marketing Team (And Why It's the Skill That Keeps You Unfireable) · June 4, 2026 · 51 min
• Stop Running YouTube Ads Like Meta Ads: The DTC Playbook for 2026 · May 28, 2026 · 57 min
• YouTube Shorts, TikTok Blitzes, and Attention Battles: What's Actually Working · May 14, 2026 · 44 min
• Geo Holdouts, Halo Effects, and the Real Results of Your Ad Spend — With Olivia Kory of Haus Analytics · April 30, 2026 · 57 min
• Full Funnel CRO: The Post-Click Playbook for 7, 8, and 9-Figure Ecommerce Brands · March 19, 2026 · 56 min