How Nestig Turns CX Into A Brand Advantage With Lauren Schorr
Some brands bolt customer experience on after the fact. Nestig isn’t one of them.
On this episode of Above the Fold, I sat down with Lauren Schorr, Director of Customer Experience at Nestig—a modern, design-forward children’s furniture brand that started with cribs and now covers everything from mini foam chairs to twin beds with car-bed vibes. Lauren was Nestig’s first hire, which tells you everything you need to know about how seriously they take CX.
This convo is packed with practical takeaways for anyone who thinks about customers—not in a theoretical, whiteboard-y way, but in a “how does this actually land with the person buying the product” way. We got into team building, feedback loops, scaling smart, and what makes Nestig different in a space that’s flooded with “good enough.”
Here’s a quick breakdown of what we covered:
How To Structure A CX Team Before You Scale
Lauren talked about why Nestig went all-in on in-house CX from day one—no BPO, no outsourcing, no half-in approach. Her whole team works out of the NYC office, which makes it easier to build deep product knowledge and collaborate across teams. This setup helps Nestig move fast, make better decisions, and create a more cohesive customer experience. And honestly? It shows.
Why Feedback Isn’t A Task—It’s A Habit
From day one, Lauren’s role wasn’t just to answer tickets—it was to build trust. Nestig’s customers are often first-time parents making high-stakes, emotional decisions. That trust is built by listening early and often. Tools like Hark and Bridge make it easier to collect feedback, but it’s the internal culture that keeps it moving. Everyone at Nestig—from CX to product to ops—is encouraged to treat feedback as a shared responsibility, not a CX-only problem.
What CX Career Growth Looks Like
Lauren is super intentional about helping her team grow. From structured QA to monthly check-ins on career goals, she’s created an environment where feedback is frequent and useful—not scary. She also finds ways to get her team involved in cross-functional projects early so they can build skills beyond ticket handling. That means more exposure, more ownership, and more clarity on what growth can actually look like in CX.
The Surprising Difference Between Baby Parents And Kid Parents
Nestig recently expanded from baby gear into kids’ furniture, and Lauren shared what that shift has looked like from a CX perspective. Baby shoppers are often in discovery mode—they’re researching every product, every ingredient, every crib leg. Kid shoppers? They know what their kid likes (and their kid probably has opinions). The CX approach has to shift with the customer’s mindset, and Lauren’s team is constantly adjusting how they communicate based on those differences.
Whether you’re running CX at an early-stage startup or thinking about how to bring the voice of the customer into brand strategy, this episode has a ton of insight. It’s not just about being responsive—it’s about building systems that make customer trust the default.
Go listen, then go check if your PDP actually says what your customer needs to know.
