April 15, 2026
Ren will tell you she's been in CX for 10 years. But her first job at 16 was at a call center. After that, she was a teacher. So really, she’s always been in CX.
When Ren joined TUSHY in March 2020 (yes, that March 2020), she walked into an 85-page manual, no real knowledge base, and a team Slacking the CEO for answers. On top of that, the toilet paper shortage had just turned a niche bidet brand into the hottest product in the country overnight.
Everyone who knows Ren knows she brings a lot of energy and loves to innovate. And that moment called for exactly that. She didn't just scale the team. She built the entire function from the ground up.
On Voice of Customer, Ren doesn't pull punches.
"Most companies treat VoC like a report card. They collect the data, tally the scores, present the slides, and call it a program. The problem is they're listening to prove something, not to learn something."
— Ren Fuller-Wasserman, VP of Customer Experience at TUSHY
They survey instead of converse.
A post-purchase email with five radio buttons tells you a customer was dissatisfied, but it’s not exactly a conversation. It doesn't tell you they almost didn't buy because the FAQ was confusing — or that they stayed loyal because one agent spent 12 minutes troubleshooting with them. Numbers confirm. Conversations reveal.
(^ahem, exactly the reason we built Hark!)
They route feedback to the wrong people.
Insights land in a deck that goes to the exec team once a quarter. Meanwhile, the team who can actually fix the broken unboxing experience never sees it.
“VoC that doesn't reach the people with hands on the product is just documentation.” — Ren Fuller-Wasserman
They miss the outliers.
The 1% of customers with a water damage issue aren't statistically significant. They're your highest-stakes signal. Edge cases tell you where your product or policies haven't caught up with reality yet.
They measure sentiment instead of behavior.
A customer who rates you 9/10 and never buys again taught you something.
A customer who rates you 6/10 and has ordered four times is telling you something even louder.
Score without context is noise.
And the big one: they don't close the loop.
You asked. They told you. Nothing changed. You've now trained your customers that their feedback goes nowhere… which means next time you ask, you'll get silence or sycophancy. VoC done right is a two-way promise.
“You listen, you act, and you tell people you acted. That’s it.” — Ren Fuller-Wasserman
At TUSHY, she's built a VoC program that looks a lot different.
Overall: The best customer interactions don't feel like support. They feel like talking to an expert who “gives a sh*t.”
CX training at TUSHY is built around deep product expertise. Every agent works their way up through the full range of customer scenarios — because when someone reaches out about installing a bidet in their motor home, they deserve an expert, not a guess.
And the data backed that up early. When Ren looked at what CX interactions actually drove conversions, it wasn't promo codes. It was the agent who recognized a flushometer toilet and knew exactly which kit solved for it. Expertise converts. Shortcuts don't.
Feedback doesn't sit in a deck.
Customer videos go straight to product and engineering at weekly standups — not summarized, not sanitized, just watched. One Hark video response of a frustrated customer showing exactly what's going wrong does more than a month of ticket tags. And when something gets fixed as a result, the team knows it.
AI handles the volume so humans can do the work that matters.
Tier-one tickets (order status, basic FAQs) are automated, which frees her team to get on video calls, walk customers through tricky installations, and have the kinds of conversations that actually build loyalty.
The team is reminded constantly why their work matters.
There's a Slack channel called CX Delight — a running feed of customer love letters and wins, there for anyone who needs a reminder of what all of this is actually for. They share these stories at weekly all hands meetings.
Ren has been a huge contributor to our product feedback loop, and we owe a lot to her early support of Hark. It's been amazing to see the evolution of Hark through her eyes, from where it started to where it is now.
My favorite thing about Ren is that she loves to work together, loves to solve problems. That comes through in everything she does.
Ren — we're really happy you're on our team. The Founders Club wouldn't be the same without you.
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