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  • Femtech CEO on Leadership: Don’t ‘Need More Masculine Energy’

    Femtech CEO on Leadership: Don’t ‘Need More Masculine Energy’


    “I’ve been thinking a lot about leadership models,” Sarah O’Leary, CEO of femtech company Willow, tells Entrepreneur. “ There’s been a lot of noise and news around, ‘We need more masculine energy in the workplace.’ It makes you question as a leader: What is my style? How effective is my style? I don’t believe that we need more masculine energy.”

    Image Credit: Courtesy of Willow

    O’Leary characterizes her leadership style and the culture at Willow, the brand behind “patented leak-proof” wearable breast pumps and their accessories, as one that centers transparency and empathy to build trust within the workplace. According to the CEO, teams that have trust in each other — and in their leaders — are more likely to function in a way that’s conducive to success.

    Related: Strong Leaders Use These 4 Strategies to Build Trust in Their Workplace

    “I believe [flexibility in the workplace] makes us more productive.”

    Instilling trust within team members means emphasizing a level of autonomy, O’Leary says. Willow is a “very flexible workplace,” O’Leary explains, noting that the company has never given its employees return-to-office mandates. As a mother of two herself, O’Leary is particularly cognizant of the everyday hurdles team members who are also parents face, and she wants to support them in any way possible.

    “ If my kids’ elementary school concert is happening at 10 a.m., I’m going to sign off,” O’Leary says. “I’m going to go to that, then come back and keep going with my day. I don’t believe that makes us any less productive. I believe it makes us more productive. I feel very passionately that we can build a tremendously successful business while also operating in ways that feel authentic to our leadership and team.”

    Related: This Mother of 6 Created a Hit Children’s Brand Without Any Industry Experience — Here’s Her No. 1 Secret for Entrepreneurial Parents Who Want to Achieve Big Goals

    Willow is navigating its next growth chapter with O’Leary at the helm. The company recently announced its acquisition of UK-based femtech innovator Elvie, which is expected to boost revenue by 50%. Willow also continues to partner with organizations that support parents. To kick off its Mother’s Day campaign this year, the company announced a partnership with Canopie, a preventive maternal health care platform, to donate one million hours of maternal mental health support.

    “[Being CEO is] a responsibility as much as it is a cool title.”

    Prior to stepping into the CEO role at Willow, O’Leary served as the company’s chief commercial officer and “loved” the work. O’Leary has reflected a lot over the past year on her decision to become CEO, and she says that ambition wasn’t her primary motivator; instead, she recognized that she was the right person for the job at this moment.

    “I cared deeply about our mission,” O’Leary explains. “I had a vision for where we could go. I understood the commercial operations of the business and could bring that together with our product teams. In some sense, [becoming CEO] has put me in a servant leader kind of role — It’s a responsibility as much as it is a cool title.”

    Related: 10 Leadership Lessons From Successful CEOs — An Insightful Guide for the Ambitious Entrepreneur

    At the end of the day, O’Leary suggests that leaders make sure their motivation is authentic to them — because that’s what will help them lead through the most difficult times.

    “New tariffs are announced, and you’ve got to figure that out,” O’Leary says. “It is challenge after challenge, and the organization looks to you and says, ‘What are we going to do?’ This role is really about being willing to take responsibility for the people, products and customers. It’s not all glitz and glamor. You’re the first person who gets all the tough questions.”

    “I’ve been thinking a lot about leadership models,” Sarah O’Leary, CEO of femtech company Willow, tells Entrepreneur. “ There’s been a lot of noise and news around, ‘We need more masculine energy in the workplace.’ It makes you question as a leader: What is my style? How effective is my style? I don’t believe that we need more masculine energy.”

    Image Credit: Courtesy of Willow

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  • Don’t just collect feedback. Act on it!

    Don’t just collect feedback. Act on it!


    In the retail industry, customer feedback is your early warning system, your innovation engine, and your most honest performance review. But this system only works if you take action on the feedback collected.  

    The best retail companies use feedback to inform product decisions, align teams around the Voice of the Customer, and fix what’s not quite working.  
     
    Here’s how to take insights from customer feedback and turn them into results.  

    The following post references our new e-guide, “The Retail Industry’s Blueprint to Leveling Up CX”. You can download the free e-guide, here

    Build a foundation that drives action  

    Turn survey responses, review data, and post-purchase feedback into clear dashboards your teams can actually use. Spot product issues, website friction, or shipping delays—then track them to resolution 

    Prioritize the issues that impact your bottom line. 

    Every retailer gets product complaints and feature requests. Start with the pain points that affect cart abandonment, store conversions, or customer churn—like long checkout lines, low in-store staff ratings, or hard-to-navigate mobile apps. 

    Assign ownership so nothing slips through the cracks 

    Route feedback to the right team. Whether it’s store ops, merchandising, digital, or support and clearly define who’s responsible for acting on it. When accountability is built in, customers are far more likely to see their feedback drive real change.  

    Close the loop with your customers 

    When you make a change based on feedback, say so. Let shoppers know you updated return policies, fixed a product page, or improved delivery tracking. Small touches build trust and show you’re listening. Salesforce research shows 62% of customers expect companies to adapt based on their behavior and feedback. 

    Monitor Net Promoter Score (NPS), CSAT, and repeat purchase rates. If you can show how a better pickup experience increased return visits or how fixing inventory visibility boosted conversion, you’ll have the data to back every CX investment.  

    Level it up! Make CX a lasting advantage 

    Once you’ve established a solid foundation, it’s time to level up your feedback strategy: 

    Segment feedback by shopper type and journey stage 

    A loyalty member leaving a negative review may need a different response than a first-time buyer. Segmenting by demographics, purchase history, and channel helps tailor your response and your fixes. 

    Use AI to uncover the “why” behind the feedback 

    Customers don’t always fill out perfect surveys, but they do leave clues in reviews, chat transcripts, and open-text feedback. New AI-powered tools help you uncover the emotion and sentiment behind each piece of feedback 

    PWC research shows that 32% of customers will walk away from a brand they love after just one bad experience, so finding and fixing root causes matters more than ever. 

    Automate follow-ups to scale a personalized experience 

    Send thank-you’s, discounts, or how-to content based on specific feedback triggers—like complaints about a confusing checkout or praise for a staff member. Automation ensures every customer feels heard without adding manual work. 

    Establish a continuous feedback loop. 

    Don’t wait for quarterly NPS reports. Set weekly or campaign-specific review cycles so you’re acting in near real time. Run quick post-purchase or post-service surveys to catch issues early. Before they show up in returns or lost sales. 

    Tie improvements to revenue. 

    Track the business impact of your CX investments. Forrester’s research shows that improving customer experience drives billions of dollars in increased revenue across industries, including retail. 

    Create a culture where everyone owns CX. 

    From cashiers to digital product managers, customer experience is everyone’s responsibility. Reinforce this with regular CX syncs, shout-outs for teams who act on feedback, and training on how to spot and solve customer pain points. 

    Continue reading  

    It’s no secret, the economy is a little uncertain right now. But remember, the retail brands that act on feedback most effectively are the brands that will emerge stronger with loyal customers, stronger pricing power, and a clearer understanding of what drives their success. 

    Out new (and free) e-guide, “The Retail Industry’s Blueprint to Leveling Up CX”, is a great place to get started.  

    Looking for something else? Checkout Alchemer’s solutions for retail and learn how we help you collect feedback, uncover insights, and act on them!



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  • Don’t upgrade to T-Mobile Experience; your legacy plan is better

    Don’t upgrade to T-Mobile Experience; your legacy plan is better


    T Mobile logo on smartphone with colored background stock photo

    Edgar Cervantes / Android Authority

    Earlier this week, T-Mobile announced the retirement of its Go5G lineup, introducing new Experience plans to take their place. At first, these changes didn’t seem too bad. But then it became clear: taxes and fees are no longer included in the advertised price. That changes everything.

    Let’s take a closer look at why you’re probably better off skipping T-Mobile Experience, and where a few rare exceptions might apply.

    Is T-Mobile Experience worth the switch?

    6 votes

    T-Mobile Experience is big on marketing, little on substance

    First, here’s a quick recap of how the new Experience plans compare to the Go5G offerings they’re replacing. Also note that there is no direct replacement for the old base Go5G plan; it’s simply no longer offered.

    T-Mobile Experience More offers everything from Go5G Plus, but adds:

    • 10GB of additional hotspot data (60GB total)
    • Free T-Satellite with Starlink through the end of the year

    Meanwhile, T-Mobile Experience Beyond takes Go5G Next and adds the following:

    • 200GB of additional hotspot access (250GB total)
    • 15GB of extra high-speed data (30GB total)
    • 15GB of high-speed data in 210 countries (a new perk)

    There’s also a new 5-year price guarantee — though so far, it looks more like a sidegrade than an upgrade. I’ll break that down further in a separate piece as I’m still digging into it.

    On paper, these changes aren’t nearly as dramatic as the shift from Magenta to Go5G. T-Mobile even tries to sweeten the pot by offering a $5 per line discount on Experience More compared to Go5G Plus. But let’s be real: the 10GB hotspot bump won’t move the needle for most users, who rarely burn through their hotspot allowance to begin with.

    The free Starlink T-Satellite beta access is a bit more compelling, especially since current beta users aren’t being charged; But that’s set to change in July. Even so, this is not a permanent perk: Experience More customers will eventually have to pay extra for satellite access, just like Go5G Plus subscribers.

    Experience Beyond, to its credit, has a bit more appeal for frequent travelers. You also get satellite backup for free as a long-term perk. But if you’re not flying internationally for work or play, or don’t need satellite access? These extras won’t change much for you.

    The bigger issue is what T-Mobile no longer includes in either of these plans: taxes and fees. Previously, T-Mobile baked taxes and most fees into the monthly price for its Go5G plans. Not anymore. With Experience, you’ll see these costs tacked on, meaning that a $90 or $100 plan might balloon closer to $110 or more, depending on where you live.

    For plans that add very little for most mainstream users, this shift feels like a pure marketing sleight of hand. There’s just not enough real value here to justify the change.

    Are there any exceptions where T-Mobile Experience might make sense?

    Google Fi Wireless logo on smartphone with colored background stock photo

    Edgar Cervantes / Android Authority

    While I generally can’t recommend these plans for existing customers, there are a few narrow scenarios where they might make sense:

    • Low-tax states with multiple lines: As one reader pointed out in the comments on my original article, folks in low-tax states with several lines might actually save a few bucks over Go5G Plus. But be careful as this is very case-specific. Do the math and verify your state’s tax rate before jumping ship.
    • Frequent international travelers: If you travel often and currently rely on an add-on or a second carrier for roaming, Experience Beyond’s expanded international data might save you money compared to Go5G Next, but again, this depends on your usage.

    That said, there are better alternatives out there for international users. Google Fi, for instance, offers a postpaid-like experience and more robust roaming features, often at a lower cost. As always, do your homework.

    What about new customers or those with much older legacy plans?

    If you are on an existing Go5G plan, my general advice is to either stay put or look at outside alternatives if you aren’t happy with T-Mobile’s recent changes. Older legacy customers may eventually feel priced out of their old plans due to creeping fees and rate hikes as well. Still, I’d advise against switching to T-Mobile Experience. You’re likely better off sticking to what you have or exploring prepaid carriers, which often offer similar service at much lower rates.

    That same advice applies to new customers considering T-Mobile. Unless you absolutely need in-store customer support, free phone deals, or other perks, T-Mobile’s current lineup just isn’t worth the premium in 2025.

    Even then, you’re often better off buying a phone outright (ideally with a no-interest financing deal from a retailer) and pairing it with a prepaid carrier. You’ll save a lot of money and can still enjoy options like insurance through select carriers. For those who still prefer in-person support, consider Cricket or Metro by T-Mobile — both are more affordable than the big three and still have thousands of physical stores nationwide each.

    It’s time to rethink what prepaid means in the US

    I get it — switching is hard. I was slow to make the leap myself. In fact, my family still has a few Verizon lines we’re gradually migrating elsewhere as we pay off devices.

    But here’s some perspective: the US is one of the only major mobile markets where postpaid is the absolute default. In many parts of Europe and Asia, most people use prepaid or mobile virtual network operators (MVNOs) instead of signing on directly with a major carrier.

    That old stereotype of prepaid being cheap and limited? It’s outdated. The prepaid market has matured with unlimited plans, solid customer support, and even premium device compatibility. Some carriers even offer special device promotions and more.

    Of course, if you absolutely refuse to consider prepaid, then T-Mobile is still your best bet among the big three. Despite the new pricing structure, it generally remains cheaper and more user-friendly than Verizon or AT&T, though that advantage is shrinking year by year. You could also consider Boost Mobile, though I’ve heard mixed things about its postpaid service. US Cellular is also a regional option, but it’s equally pricey and very likely to be eaten up by T-Mobile and the big three anyhow.



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