108. Boll & Branch's VP of CX and Loyalty, Anna Esrov: “We’re big on unreasonable hospitality.”

About this episode

Anna Esrov discusses how Boll & Branch leverages hospitality and customer feedback to enhance loyalty and experience.

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.

People in this episode

Host: Paula Macaggi

Guest: Anna Esrov

Topics covered

• customer experience
• loyalty
• hospitality
• product development
• retention
• AI in business

Keywords

• Boll & Branch
• customer experience
• loyalty
• hospitality
• AI
• product development
• retention

Mentioned in this episode

Organizations: Boll & Branch, AI

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