Jess Cervellon, VP of Feastables, host of the Oopsie Podcast, and a DTC consultant, dropped the holy grail of scaling a DTC brand through CX in this one. CX is a hell of a lot more than just customer support. Blake and Jess delve into the nitty-gritty of CX in e-commerce, showcasing its far-reaching impacts beyond just customer support.Throughout the episode, Jess shares her insights on why companies should shift from short-term promotions to building genuine customer relationships, a key driver of business success. Their discussion also illuminates the intertwined nature of CX and customer retention, sparking a debate on the pros and cons of having the CX leader oversee retention strategy.Hear Jess's compelling story about a personalized shopping experience at Gucci that triggered an impromptu purchase, underlining the importance of understanding your customer. They further discuss inventive approaches like data-informed marketing and conversational SMS campaigns to deepen customer engagement.Armed with vast DTC consulting experience and her own pod, Oopsie the Podcast, Jess highlights emerging trends and key takeaways shaping today's CX landscape. So, if you're eager to learn about the transformative power of CX in e-commerce, don't miss this enlightening discussion about building business success through stronger customer connections.Catch the full episode recap and exclusive content over at https://www.getcarro.com/podcastThis episode is brought to you cost-free by Carro, the #1 collaborative commerce platform for DTCs best brands. Get started for free at https://www.getcarro.com/Connect with Jess CervellonWeb - https://jesscervellon.com/Mentor Pass - https://www.mentorpass.co/me/jesscervellonLinkedIn - https://www.linkedin.com/in/jess-cervellon/Oopsie Podcast - https://www.oopsiepodcast.co/Connect with Blake ImperlLinkedIn - https://www.linkedin.com/in/blakeimperlChapters(00:00:00) Episode Overview and Introduction(00:01:04) Understanding the Importance of Customer Experience (CX)(00:02:45) Exploring CX Beyond Customer Support(00:05:04) The Role of CX in Business and Unveiling Customer Behavior Insights(00:07:58) Leveraging Data-Driven Insights and Feedback Loops(00:10:18) How to Communicate Insights Effectively(00:11:48) Emphasizing the Importance of Data and Cross-Functional Collaboration(00:13:03) The Intersection of CX and Retention(00:15:40) Discussing the Role of Retention and CX Leaders(00:19:08) Importance of Personalization and Making Customers Feel Special(00:25:12) Building Two-Way Conversations and Scaling Relationships(00:28:18) Unveiling the Value of Self-Service Subscription Programs(00:31:14) Exploring the Potential of Conversational SMS Marketing(00:31:29) Implementing Personalization Strategies for DTC Brands(00:31:43) Leveraging Data and Surveys in Personalization(00:32:26) Discussing the Future of Conversational Marketing(00:38:55) Understanding the Importance of Personalization and Two-Way Conversations(00:39:13) Benefits of Seamless Subscription Programs(00:39:36) Personalization at Manscaped and Other Brands(00:40:46) Valuing Subscription Users and Enhancing the Customer Experience(00:41:22) Recognizing Themes in DTC Brands' Struggles and Successes(00:42:08) Adopting a Content-Rich Strategy at Taste Salud and Equip Foods(00:45:12) Rapid-Fire Q&A SegmentResources mentioned:Attentive - https://www.attentive.com/Postscript - https://postscript.io/StayAI - https://stay.aiManscaped - https://www.manscaped.com/We are not really strangers - https://www.werenotreallystrangers.com/Equip Foods - https://www.equipfoods.com/

Joseph Siegel, Director of Retention & Growth at the Mr. Beast brand, Feastables, unveils how they are re-imagining engaging email marketing in the eCommerce space. He generously reveals the potent email marketing tactics and strategies that have not only fired up customer engagement but also catapulted Feastables to become one of the most successful CPG brands worldwide.Throughout the episode, Joseph shares practical insights and a wealth of knowledge on optimizing email rates and driving engagement. He provides a tactical perspective on the retention framework employed by Feastables, offering us a unique opportunity to learn from his experience as a seasoned professional in the field.This episode is a testament to the power of innovative email marketing - a masterclass in driving engagement, increasing click rates, and ultimately, skyrocketing sales. Tune in to discover the power of deliverability and engagement benefits in email campaigns, the importance of creating immersive and gamified email experiences, and the key components that drive email success. Catch the full episode recap and exclusive content over at https://www.getcarro.com/podcastThis episode is brought to you cost-free by Carro, the #1 collaborative commerce platform for DTCs best brands. Get started for free at https://www.getcarro.com/Connect with Joseph SiegelTwitter - https://twitter.com/ecom_joseph LinkedIn - https://www.linkedin.com/in/joseph--siegel/Connect with Blake ImperlLinkedIn - https://www.linkedin.com/in/blakeimperlChapters(00:00:00) Episode Overview and Introduction(00:02:56) Who is Joseph Siegel and What is Feastables(00:05:16) The Backstory Behind 2,000,000 Clicks With 1 Email(00:09:26) The Set-Up of a 2,000,000 Clicks Interactive Email(00:11:00) Creating Email Gamification Experiences(00:11:50) Email Marketing Strategies For Feastables(00:13:00) Evaluating Email Performance(00:14:43) Common Mistakes in Emails(00:18:09) Post-Click Journey and Conversion(00:19:54) Importance of Action and Conversion(00:20:55) Testing Static, Dynamic, and Interactive Emails(00:22:28) Continuous Testing and Incremental Improvements(00:25:16) Feedback loop and collaboration between Feastables teams(00:29:10) Email design process and team involvement(00:31:40) Role of designers in email marketing(00:34:18) Innovation and creativity in marketing(00:40:07) What’s Next for Joseph and Feastables(00:42:32) Rapid-fire questionsResources/Brands Mentioned:SpellboundKlaviyo Post PilotObvi

Karly McFarland, COO at Mini Katana, delivers a masterclass on improving your eCommerce store's profitability in this episode of 2% The Podcast. With an impressive background in e-commerce, agency life, and email marketing — even having written a book about it! - Karly shares her wealth of experiences and insights, providing practical strategies for improving profitability through efficient operations. She emphasizes the importance of assembling the right team, setting clear goals, implementing key performance indicators (KPIs), and optimizing workflow. Additionally, Karly's investment of over $100k in operational training for over 2 years has greatly influenced her success in both her agency background and her current brand-side career at Mini Katana. This investment has proven invaluable in her ability to drive results and implement effective operational strategies. Karly also highlights the value of standard operating procedures (SOPs) and offers actionable advice for founders, business owners, and agency professionals.Optimizing eCommerce operations is the key to long-term profitability, and Karly McFarland brings her proven success from Mini Katana to the table. With a focus on delegation, team-building, and effective scaling, Karly's tailored advice is invaluable for brand and agency founders. She emphasizes the importance of effective communication, collaboration, and leveraging tools like Slack. Additionally, Karly reveals insights from her upcoming book on email marketing and highlights the power of networking in the industry.If you're looking to unlock the full potential of your eCommerce operations and drive profitability, this episode is a must-listen. Let Karly McFarland's insights and experiences guide you on a journey toward enhanced efficiency, a thriving team, and sustainable success.Catch the full episode recap and exclusive content over at www.getcarro.com/podcast This episode is brought to you cost-free by Carro, the #1 collaborative commerce platform for DTCs best brands. Get started for free at www.getcarro.comResources:Karly’s book: Email Is Not Dead Connect with KarlyTwitter LinkedInConnect with Blake ImperlLinkedInChapters(00:00:00) Increasing eCommerce Profitability Through Operations with Karly McFarland(00:01:13) Karly's background and training experience - The Best $100k I Ever Spent(00:11:46) Karly's journey into the operations side and her initial focus(00:12:57) Assessing and optimizing the team structure and composition(00:15:25) Establishing clear accountability and expectations for team members(00:15:45) Creating a clear vision and setting strategic goals(00:16:48) Establishing individual and team KPIs to track progress(00:23:36) Exploring financial strategies to improve profitability(00:28:45) Identifying additional opportunities to increase workflow and profitability(00:39:38) Evaluating the role of tools and processes in organizational efficiency(00:42:14) Discussing the value and implementation of SOPs(00:48:47) Exploring the possibility of a second book on email marketing(00:50:55) Karly's preferred platforms for engagement and following her work

Grab 2 playbooks to immediately improve your shipping process courtesy of with Molly Meetz, the Director of CX at Corso. With her extensive expertise and industry knowledge, Molly unveils the secrets behind handling common shipping issues like when a package is delayed and shipping perishable goods.  In this conversation, we explore strategies to mitigate the impact of shipping delays and set realistic delivery timelines via transactional communication. Molly emphasizes the power of proactive communication and how it can enhance the customer experience. We also delve into the challenges maintaining great customer experience throughout the shipping journey and the importance of implementing shipping protection and insurance options for customer peace of mind. Your future self and CX team will thank you for listening to this episode.Whether you're an e-commerce business owner, CX professional, or simply interested in delivering exceptional customer experiences, this episode is packed with practical and tactical tips, expert advice, and forward-thinking insights. Tune in now to gain valuable knowledge from Molly Meetz, and elevate your CX game to new heights.Catch the full episode recap and exclusive content over at www.getcarro.com/podcast Interested in learning more about Corso? “2% The Podcast” listeners will get a $25 DoorDash gift card for taking a 25-minute demo of Corso by visiting here.This episode is brought to you cost-free by Carro, the #1 collaborative commerce platform for DTCs best brands. Get started for free at www.getcarro.comConnect Molly MeetzLinkedInConnect with Blake ImperlLinkedInTimestamps📦 Navigating the World of Shipping and Customer Experience: with Molly Meetz (00:00:00)🛍️ Who is Molly Meetz (00:02:30)💼 Strategies to mitigate the impact of shipping delays (00:05:19)🍃 Managing expectations and setting realistic delivery timelines (00:07:43)📦 Importance of communication and proactive updates during delays (00:10:24)🍃 Handling perishable items and potential challenges (00:13:47)💔 Dealing with lost or stolen packages and refund policies (00:14:50)💡 Implementing shipping protection and insurance for customers (00:18:57)💻 Integrating shipping protection into a brand's workflow (00:22:14)📦 Enhancing the customer experience with white-glove customer service (00:26:02)🚀 Future trends and changes in shipping and customer experience (00:33:43)🍃 Importance of brands using different shipping services (00:42:58)💼 Brands that provide exceptional customer experience (00:43:42)Mentioned:CorsoWondermentGlossierManscaped

In this episode of the 2% Podcast, we sit down with Daniel Monte, Senior Director, CRM, at True Religion Jeans. We discuss how to create a loyalty program that goes beyond just points and tiers. Daniel believes in rewarding loyal customers and enhancing engagement to boost their lifetime value, and he emphasizes that the success of loyalty programs lies in tailoring them to brand evangelists and fostering personalized, focused interactions. Looking ahead, Daniel sees the future of marketing in more tailored communication strategies, incorporating personalization, geo-targeting, and an intentional, surgical approach to campaigns. Infused with a vibrant team culture and a commitment to fun, his marketing strategies stand out. If you are thinking about launching a loyalty program, listen to this episode immediately! Catch the full episode recap and exclusive content over at www.getcarro.com/podcast This episode is brought to you cost-free by Carro, the #1 collaborative commerce platform for  DTCs best brands. Get started for free at www.getcarro.comFollow Blake ImperlLinkedInCarroFollow Daniel MonteLinkedInTimestamps🎙️ Introduction and overview of the episode (00:00:00)👤 Introduction of the guest, Daniel Monte, and his role in loyalty programs (00:00:32)💼 The importance of building a strong brand and customer loyalty (00:01:10)🔍 The challenges and misconceptions about loyalty programs (00:03:25)📊 The role of data and analytics in developing a successful loyalty program (00:05:52)🎯 The significance of personalization and tailored experiences in loyalty programs (00:07:50)💰 The benefits of loyalty programs for both customers and businesses (00:10:17)🚀 The initial steps in launching a loyalty program (00:11:56)💡 The importance of understanding customer needs and preferences (00:13:35)💎 Designing a compelling value proposition for a loyalty program (00:15:45)💬 Engaging and communicating with customers effectively (00:17:30)🎁 Strategies for incentivizing and rewarding customer loyalty (00:20:12)🤝 Leveraging partnerships and collaborations in loyalty programs (00:22:55)📦 The ease of fulfillment and control for suppliers in loyalty programs (00:24:57)📣 Promoting and getting customers opted into the loyalty program (00:25:23)📝 Building a long-term game plan for the loyalty program (00:26:00)🤝 Incorporating feedback and collaboration in program development (00:27:18)🔒 Holding true to program promises and avoiding dilution (00:28:40)📧 Differentiating the loyalty program from other retention channels (00:29:46)🌐 Creating an ecosystem and integrating loyalty into customers' lifestyles (00:31:20)📩 Balancing the promotion of the loyalty program without overwhelming customers (00:32:32)🔍 Making the loyalty program visible and incorporating it in campaigns (00:35:15)🎯 Targeting the right customers for the loyalty program (00:38:10)📊 Leveraging data and customer insights to improve the brand and products (00:39:16)🔮 Focusing on personalization, geo-targeting, and having fun in the program (00:43:26)🔗 Contact information for Daniel Monte (00:45:09)Meta tagscustomer retention, loyalty programs, CRM, marketing strategy, customer lifetime value, email marketing, SMS marketing, customer-centric approach, marketing

In our inaugural episode, join Chandler Dutton, the Senior Director of Retention at Magic Spoon, as he unleashes his favorite retention strategies. With his deep eComm knowledge, Chandler dives into the challenges and opportunities of retaining customers in the ever-changing world of CPG. Get ready for a focused exploration of key channels like Shopify, brick-and-mortar, and wholesale.Catch the full episode recap and exclusive content over at www.getcarro.com/podcast Chandler emphasizes the power of understanding customer behavior and harnessing data to drive retention strategies. Discover the pivotal role of email marketing, SMS, and other channels in building an unwavering tribe of brand loyalists. Chandler also unveils the secrets of leveraging customer insights for intelligent decision-making around seasonal flavors and limited edition products.Throughout this episode, Chandler imparts invaluable advice to budding retention marketers, emphasizing the value of data analysis skills and the art of asking insightful questions. Plus, he drops some knowledge nuggets about game-changing tools like Rebuy, Retention.com, Malomo and Klaviyo which have played a starring role in Magic Spoon's remarkable success.Prepare to be captivated by this behind-the-scenes look into the captivating world of customer retention, where Magic Spoon's omnichannel approach sets the bar high. Chandler's unwavering expertise and unbridled passion for forging strong customer relationships will equip young marketing experts with the keys to supercharge their retention strategies.2% The Podcast is brought to you cost-free by Carro, the #1 collaborative commerce platform the DTCs best brands. Get started for free at www.getcarro.comTimestampsIntroduction to Magic Spoon and its approach to customer retention - Timestamp: 00:00:00Challenges and opportunities of being an omnichannel brand - Timestamp: 00:03:55Leveraging customer data to understand purchasing behavior - Timestamp: 00:06:08The importance of understanding customer journeys and touchpoints - Timestamp: 00:09:22Strategies for building brand loyalty and customer engagement - Timestamp: 00:11:43The role of email marketing in retention strategies - Timestamp: 00:16:25Using customer segmentation for personalized messaging - Timestamp: 00:17:51The power of social proof and customer reviews in driving retention - Timestamp: 00:18:52Importance of leveraging customer data and insights for retention strategies - Timestamp: 00:21:43Using SMS as a privileged and unique channel for customer communication - Timestamp: 00:30:08The power of customer surveys and gathering feedback - Timestamp: 00:31:41The role of data visualization tools in understanding customer behavior - Timestamp: 00:34:57Innovative approaches to customer retention in the CPG category - Timestamp: 00:36:26Diversification and redefining omnichannel strategies for brand growth - Timestamp: 00:37:40The value of investing in data skills for retention marketing professionals - Timestamp: 00:39:36The impact of making lifestyle upgrades on personal and professional success - Timestamp: 00:45:01Follow Blake ImperlLinkedInCarroFollow Chandler DuttonLinkedInMagic Spoon

Visit www.getcarro.com/podcast for full episodes, recaps, and exclusive content. Dive into the world of real eCommerce results with 2% - The Podcast, your one-stop shop for practical DTC strategies, transformative insights, and tangible business growth.In a world of overpromising and "results may vary" concepts, we strip down to the fundamental strategies and frameworks that successful DTC brands use to grow their business and improve by 2% every day. These incremental improvements, rooted in eCommerce trends and concrete marketing tactics, compound over time, leading to significant growth - no gimmicks or guru strategies.Join Blake Imperl, VP of Marketing at Carro, as he navigates the ever-evolving eCommerce landscape, bringing you insider strategies from DTC operators and founders who are shaping the industry. Blake's deep dive into the world of eCommerce explores everything from Shopify tips to eCommerce SEO and conversion optimization. Learn about the technologies they leverage, the eCommerce platforms they prefer, and the eCommerce personalization techniques they deploy.Say goodbye to generic tips, fluffy content, and loaded conversations. We're here to deliver actionable insights and proven tactics - from eCommerce marketing to customer acquisition and retention marketing - that you can apply to immediately get 2% better in your role, grow your eCommerce business, and accelerate your career trajectory.Subscribe to 2% - The Podcast, where real-world eCommerce operators and founders share their tried-and-true strategies. Elevate your eCommerce brand and join the league of exceptional marketers. Welcome to the growth journey that matters - one that's 2% better every day.Welcome to the DTC growth journey that matters - one that's 2% better every day.