Charlotte Langley built Bloom & Wild's retention engine by paying close attention to complaints too small to register as data, like customers who wanted out of Mother's Day marketing entirely.
She tells Bryan how a three-person insights team, AI-powered feedback analysis, and firm limits on unit economics are helping the letterbox flower pioneer expand into food and gifting without losing customer trust.
Topics discussed:
- Letting customers opt out of sensitive occasion marketing
- Building customer trust before expanding into new gift categories
- Expanding from flowers into food and gifting categories
- Running a three-person insights team that leans on AI
- Uncovering hidden operational issues through AI-scraped NPS data
- Proactively resending flowers before delivery problems get reported
- Treating delivery delays as the top driver of dissatisfaction
- Building the "Care Wildly" brand platform since 2020
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