"I often say to our team, if you step back and you look at the brand, it's up and to the right, but when you zoom in, it's always a bunch of up-and-down volatility. We tried to relaunch it with the humility and transparency of, 'We made a mistake, and that's OK.' Brands are going to make mistakes."
"Customers wanted more new products - so we overhauled 90% of our product team. Customers will also tell you when they liked an old version of a product better, so we restored the original formula for our Balm Dotcom lip balm."
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