March 25, 2026
One of the best parts of building Hark has been getting to work alongside operators who care deeply about the craft of customer experience.
Our Founding Members are leaders who helped shape the product early. Not just by using it, but by pushing our thinking forward.
Sandy Sloan is one of those people.
From the moment we met, we built trust quickly. Since, there have been more late-night calls than I can count… me pacing my basement while we work through product challenges I’m stuck on.
Today, she’s Chief Customer Officer at ARMRA®, and it’s been amazing to watch how intentionally she’s building the CX function during a period of rapid growth for the company.
What stands out most is her focus on turning customer conversations into operational leverage.
As ARMRA® scales, Sandy has made a deliberate decision to remain personally connected to customer feedback.
She continues to read tickets and messages herself. Not to manage volume, but to stay grounded in the emotional context behind customer behavior.
That proximity helps her identify early signals like:
For operators, the lesson is simple:
insight maturity doesn’t come from dashboards alone. It comes from staying close to real conversations.
Rather than relying only on documentation or scripts, Sandy reviews actual customer interactions with her team.
Using live examples helps calibrate:
This allows ARMRA® to scale consistency while preserving a premium brand feel.
In science-led or trust-driven categories, response quality is part of the product experience.
Another focus of Sandy’s approach is identifying questions that shouldn’t have to be asked.
When repeated confusion surfaces, she works cross-functionally to address root causes, whether that means improving onboarding, clarifying education, or refining marketing expectations.
Over time, this reduces ticket volume while strengthening customer confidence.
It’s a shift from reactive service to preventative experience design.
Sandy also plays an important role in helping leadership understand customer sentiment beyond metrics.
She brings specific examples (ahem: with the help of Hark) into conversations across product, marketing, and operations, framing qualitative insight in a way teams can act on.
This makes customer voice a strategic input into growth decisions, not just a reporting function.
Scaling high-touch experience always creates tension.
Sandy’s approach has been to define where thoughtful attention matters most and ensure the team invests energy accordingly.
By prioritizing the moments that shape trust and retention, she’s building a CX function designed to grow sustainably.
Sandy was instrumental in building out the original Hark feedback flow! She’s continued to be deeply involved in product direction and positioning conversations as we’ve evolved.
Beyond the tactical work, she’s someone I deeply respect. Committed, generous with her time, and willing to go deep when it matters.
More than once I’ve hung up after a call with her thinking: that conversation was exactly what I needed.
We’ll be highlighting more Founding Members in future spotlights — operators doing the real work behind modern customer experience.
Discover how Hark can revolutionize your customer experience.