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Personalized videos bring high-touch customer service online

The Candle Lab taps its personable store employees to produce personalized shipping confirmation videos.

At The Candle Lab stores, shoppers can purchase pre-made candles or interact with employees to mix together scents from more than 140 fragrances to pour a scented candle that’s unique to them. Re-creating that sensory-rich experience online is tough, says owner Steven Weaver. While TheCandleLab.com debuted a decade ago, the brand did not prioritize investing […]

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