Build-A-Bear’s CEO Talk About Her Customer Experience Strategy

Build-A-Bear Workshop is known for its unique and immersive in-store experience. As the name implies, customers get to build their own bear or fuzzy friend from start to finish, even filling it with stuffing, adding a heart, and giving it a name.

That great experience doesn’t happen by accident and isn’t something the CEO takes for granted.

0:00 - Introduction
1:48 - Sharon's Career Story
6:01 - How Sharon Defines Customer Experience
9:24 - Build-A-Bear's Digital Transformation
17:15 - How Build-A-Bear Measures CX
19:02 - Sharon's Visibility With Frontline Workers
21:39 - Creating A Customer-Centric Culture
22:00 - Sharon's Book : Stories & Heart
25:17 - Rapid-Fire Questions

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