# Experience work at Gazelle

> Leading CX through 10× growth, including a packaging redesign.

- Topic: Results
- About: Andrew Dyer, customer experience and operations leader, Boston
- Canonical page: https://andyer.com/help/articles/gazelle-experience-work

Before Workable, I led customer experience at Gazelle, a two-sided marketplace for used electronics, through 10× growth to $100M+ revenue. That included a certified pre-owned program, a warehouse QA program, 70+ NPS (Gazelle), and becoming a top-tier partner with eBay. I also set up our retail sales on Amazon, eBay, and DTC platforms, wrote the customer service procedures, and earned Top-Rated Seller status. It's also where I started pulling our own data with SQL (MySQL) instead of waiting for reports.

**The unboxing redesign:** for a used-phone buyer, opening the box is the first real proof they made a good choice. I led a packaging redesign to match our brand and strengthen engagement and conversion.

- About 7% lift in conversion (3.6 points, or 4.2 on iPhones), and 6% lower costs (Gazelle)
- Much better customer feedback
- No change in shipping damage rates

**My part:** I managed the $1M shipping program, including vendor selection and management, budget, and analysis.

[Read the full case study](https://andyer.com/redesigned-unboxing-experience-as-key-cx-touchpoint)