The CX Mixer
Larry Thoma
CX Mixer is the podcast for ecommerce pros who know that great customer experience doesn’t stop at checkout. Hosted by Larry Thoma — an operator who works directly with some of the most creative and fast-growing brands in the game — each episode pairs up two CX leaders to swap stories, strategies, and straight-up lessons from the trenches.These aren’t cookie-cutter case studies. Expect real talk on what’s working, what’s not, and how smart brands are turning customer experience into a growth engine. Whether you’re running a lean team or scaling fast, CX Mixer brings you the unfiltered playbook from the people doing the work.
Episodes
Mentioned books
May 27, 2025 • 43min
The Customer ISN’T Always Right | Tommy John’s and True Classic | Ep 1
Larry brings on Jordan, Senior Manager at True Classic, and Max, Director at Tommy John, to discuss elevating customer experience, tackling fraud, and the power of proactive communication. Discover their unique insights on handling order modifications, leveraging tech tools like Looker and Flip, and debunking myths about BPOs and customer service. Gain valuable strategies from their extensive experience in the e-commerce world.Connect with Jordan and Max on LinkedIn for more expert advice and updates.SocialsLarry: https://www.linkedin.com/in/larrythoma/Jordan: https://www.linkedin.com/in/jordangesky/Max: https://www.linkedin.com/in/max-wallace-08561911/Timestamps0:00 Intro5:27 CX playbook: Handling fraud and friendly fraud10:48 Auditing the full customer journey experience16:23 CX confession: Accidental site-wide discounts22:38 Essential tools: Looker for data analysis28:40 Customer Journey Spotlight: Proactive communication34:52 Busting CX myths: Offshore support quality39:36 The customer isn't always right
