Today we get to learn from an incredible marketing and customer experience expert and leader. Jess Cervellon is the Vice President of Customer Experience at Feastables, a DTC/B2B Customer & Brand Experience Consultant, and Co-host of Oopsie Podcast. If you aren’t familiar with Feastables, it’s the CPG brands of YouTube star Jimmy Donaldson, better known as Mr. Beast, who is the most subscribed individual in the world with 176 million subscribers on YouTube at the time of recording. His brand Feastables so far makes chocolate bars, cookies, and gummies (shoutout to Karl Gummies as my personal favorite) which are available online, in Walmart, and a growing list of other retailers. Jess has worked across high-growth DTC, eComm and SaaS companies for the last 12+ years and was the 4th hire at Feastables. We’re really going to dig into all things customer experience in this episode and Jess has lots of practical tips for small brands.

Listen in as Jess shares about:

• Why customer experience or CX is important to start thinking about early at an emerging brand
• How to leverage chat bots on your website and the behind-the-scenes of the Feastables chat bot
• SMS trends and how to interact with your customers through SMS
• The pros and cons of outsourcing customer service and how to leverage technology as your own army of customer success reps and salespeople
• Connecting DTC with retail and how Feastables leveraged their community during the Walmart National launch
• Stories from the field, including Jess’ personal number getting leaked to the Mr Beast audience
• And more!

This episode was sponsored by Graphite Financial. Go to graphitefinancial.com/cpg
This episode was sponsored by Settle. Go to https://www.settle.com/gostartupcpg

Episode Links:

• Jess’ website & LinkedIn
• Feastables’ website & Mr. Beast’s YouTube
• Jess on MentorPass
• Oopsie Podcast hosted by Zoe Kahn & Jess
• Signup for Jess’ newsletter, Sunday Postcards
• 1-800-DTC article about Feastables featuring Jess
• Mentions: Intercom, Kustomer (CRM), Zendesk, Gorgias, Hubspot, Certainly (bot), Sendlane, Klaviyo, Postscript, Attentive, Oat Haus, Mid-Day Squares 

Graphite Financial Links

• Graphite Financial website
• Download a free financial model template, chart of accounts template, and more here
• Listen to our episode with Graphite founder, Paul Bianco, episode #96 here.

Settle Links:

• Settle website
• Take the Settle Bill Pay for a spin here

Show Links:

• Join the Startup CPG Slack community (14K+ members and growing!)
• Follow @startupcpg
• Visit host Jessi Freitag's Linkedin or website
• Questions or comments about the episode? Email Jessi at podcast@startupcpg.com
• Episode music by Super Fantastics