CASE STUDY Grove Collaborative Overview As a fast-growing CPG brand, Grove Collaborative focuses on making customer service its differentiator. The company prides itself on doing whatever it takes to make their customers happy, putting in place a Customer Happiness Team to ensure the company is uncovering every opportunity to connect with their customers, and offering a 100% Happiness Guarantee to help customers get the most out of their products. Challenge As Grove’s business amplified, so did shipping exception rates. The Customer Happiness Team knew if it could get out in front of exceptions, Grove could differentiate themselves and inspire loyalty while saving time and money. This goal was critical to drive forward -- they did not want customers having to clean up messes lef

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