Flushing Out CX Secrets with Ren Fuller-Wasserman of Tushy
When you think about customer experience, you probably don’t think about bidets. But that’s exactly why this conversation was so good. On this week’s episode of Above the Fold, live from Subs Summit, I sat down with Ren Fuller-Wasserman, Senior Director of CX at Tushy, to talk about building loyalty in one of the most taboo categories out there. Tushy turned something nobody wanted to talk about into a brand people love sharing, and Ren has been at the center of making that happen.
Starting From The Call Center
Ren’s path into CX didn’t start glamorous. Like a lot of us, she came up through the call center world, selling over the phone and working directly with customers. It gave her the foundation she still uses today: empathy, problem-solving, and the ability to keep people engaged even when things go wrong.
Building Tushy’s CX Team From Scratch
When Ren joined Tushy, the CX team was basically non-existent. It was startup chaos; backlogs, broken supply chains, hundreds of emails an hour. She and a handful of agents had to figure it out as they went. The way she tells it, they were literally “building the plane as we were flying it.”
Talking About Taboo Topics
CX at Tushy means you’re not just solving problems, you’re talking about something most people avoid: poop. Ren leaned into humor, empathy, and clear product education to make the conversation less awkward. Whether it’s explaining how to install a bidet or addressing misconceptions, her team treats customers like friends who just need a little guidance.
Subscription Loyalty and Customer Retention
We also talked about how Tushy approaches retention. Once you sell someone their first bidet, how do you keep them engaged? Ren shared strategies around cross-sells, turning gag gifts into household staples, and messaging that frames the bidet as an investment in health and sustainability.
AI vs. The Human Touch
Of course, we had to talk about AI. Ren’s take? Automation helps, but it can’t replace a thoughtful, empathetic human who knows the product. CX isn’t set-it-and-forget-it, customers know when they’re being brushed off.
The Big Takeaway
What I loved most about this conversation is that Ren reminds us CX doesn’t need to be polished or corporate. Sometimes the best loyalty strategy is making people laugh, solving their real problems, and treating them like humans. Tushy proves that even in the least glamorous category, great CX can make you unforgettable.
