We partnered with G Ann’s to create a customer journey that matched the freshness of their product—automating backend processes, enhancing engagement, and making every digital touchpoint feel personal and purposeful.
Lindsay Tramel-Jones
Founder
We partnered with G Ann’s to create a customer journey that matched the freshness of their product—automating backend processes, enhancing engagement, and making every digital touchpoint feel personal and purposeful.
Lindsay Tramel-Jones
Founder
Based in Atlanta, G Ann’s Cold Pressed Juices had a loyal local following, but when it came to serving virtual customers, things weren’t as juicy. Founder Tiffany wanted her digital shoppers to feel the same warmth and familiarity as her in-person buyers, but the customer experience (CX) wasn’t delivering. The checkout process was clunky, communication was inconsistent, and there were few post-purchase touchpoints to keep folks engaged. G Ann's wasn’t just looking for a pretty site, they needed a system that made the brand more accessible, memorable, and intuitive—without sacrificing her values or customer trust.
Based in Atlanta, G Ann’s Cold Pressed Juices had a loyal local following, but when it came to serving virtual customers, things weren’t as juicy. Founder Tiffany wanted her digital shoppers to feel the same warmth and familiarity as her in-person buyers, but the customer experience (CX) wasn’t delivering. The checkout process was clunky, communication was inconsistent, and there were few post-purchase touchpoints to keep folks engaged. G Ann's wasn’t just looking for a pretty site, they needed a system that made the brand more accessible, memorable, and intuitive—without sacrificing her values or customer trust.
The Strategy: Small Shifts, Big Impact
With our R.I.S.E. Method, we focused less on flash and more on flow. Our goal was to create a digital experience that felt just as intentional as Tiffany’s handcrafted juices. 1. Research: Journey Mapping that Revealed the Gaps We started by mapping the entire customer journey—from discovery to repeat purchase. What was missing? Consistent communication, education on the product, and a seamless way to convert interest into action. 2. Innovate: Make Tech Feel Personal We implemented automated text messaging—not just transactional updates, but touchpoints that felt thoughtful. Shipping confirmations, updates, and gentle reminders turned passive buyers into active participants in the process. We also developed a video strategy that educated customers on product care and use. Because CX doesn’t stop after checkout—it continues through delivery, consumption, and beyond. 3. Strategize: Reward Loyalty, Reduce Friction We introduced a login and rewards system that gave customers more control over their purchases. Points tracking made returning to the site feel like a win, not a chore. And the updated checkout flow? Straightforward, smooth, and 100% mobile-optimized. 4. Evolve: Listen, Adapt, Refine The launch wasn’t flawless—and that was by design. We rolled out changes in phases, tracked customer feedback, and made adjustments in real time. Tiffany kept her audience in the loop, building transparency and trust along the way.
The Strategy: Small Shifts, Big Impact
With our R.I.S.E. Method, we focused less on flash and more on flow. Our goal was to create a digital experience that felt just as intentional as Tiffany’s handcrafted juices. 1. Research: Journey Mapping that Revealed the Gaps We started by mapping the entire customer journey—from discovery to repeat purchase. What was missing? Consistent communication, education on the product, and a seamless way to convert interest into action. 2. Innovate: Make Tech Feel Personal We implemented automated text messaging—not just transactional updates, but touchpoints that felt thoughtful. Shipping confirmations, updates, and gentle reminders turned passive buyers into active participants in the process. We also developed a video strategy that educated customers on product care and use. Because CX doesn’t stop after checkout—it continues through delivery, consumption, and beyond. 3. Strategize: Reward Loyalty, Reduce Friction We introduced a login and rewards system that gave customers more control over their purchases. Points tracking made returning to the site feel like a win, not a chore. And the updated checkout flow? Straightforward, smooth, and 100% mobile-optimized. 4. Evolve: Listen, Adapt, Refine The launch wasn’t flawless—and that was by design. We rolled out changes in phases, tracked customer feedback, and made adjustments in real time. Tiffany kept her audience in the loop, building transparency and trust along the way.
The Impact
For the Business: Reduced customer service time due to automated updates Increased repeat purchase rates through loyalty points Shorter sales cycles from better-educated buyers For the Customers: “It’s easier to make purchases and it’s extremely straightforward.” “I love staying informed with shipping updates every step of the way.” “Tracking my rewards helps me decide what to buy next.”
Customer experience isn’t one big launch—it’s a series of intentional moves. We didn’t rush to redesign everything at once. Instead, we listened, adjusted, and stayed committed to keeping G Ann’s CX just as fresh as her juice. Because in this game? It’s not just about what you’re selling—it’s how your customers feel at every touchpoint.
The Impact
For the Business: Reduced customer service time due to automated updates Increased repeat purchase rates through loyalty points Shorter sales cycles from better-educated buyers For the Customers: “It’s easier to make purchases and it’s extremely straightforward.” “I love staying informed with shipping updates every step of the way.” “Tracking my rewards helps me decide what to buy next.”
Customer experience isn’t one big launch—it’s a series of intentional moves. We didn’t rush to redesign everything at once. Instead, we listened, adjusted, and stayed committed to keeping G Ann’s CX just as fresh as her juice. Because in this game? It’s not just about what you’re selling—it’s how your customers feel at every touchpoint.
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