On this week's episode of Subscription Ecommerce Live, Eli Weiss of OLIPOP joined us to chat about
You can check out the video recording of this Q&A here: https://youtu.be/fPZSYWlAIqA
About Eli: He’s currently the Director of Customer Experience at OLIPOP. Eli has spent 7+ years building and operating early-stage startups. He’s particularly known for his work around Customer Experience and Retention at DTC brands.
If you learn something from this discussion, we'd love to have you join us next time. Learn more about this series here: https://liveseries.getarpu.com/
We'll be back every other Wednesday. Register for the live recording here: https://us02web.zoom.us/meeting/register/tZApfu6pqz0jGNFoEIBB4LJvCW9jKwf8GjPG
This series is brought to you by GetARPU.com, which helps subscription sellers make more money and retain more customers with upcoming shipment notifications that offer 2-click upsells and delays. Check us out if you want to provide an amazing experience for your subscription customers. (Syncs with ReCharge (Shopify))
Timestamps
0:00 Intro
0:22 Q&A with Eli Weiss of OLIPOP
4:31 Listening to consumers is something that feels very simple, but brands don't do it
5:24 The most underutilized part of CPG and DTC is support
9:19 Most brands have a rigid approach to putting out fires but you win when you get human
13:30 How to build an experience team that gets it
17:03 How to learn what subscription members really want
20:14 Why you shouldn't shift blame. Just own mistakes.
23:48 Why setting clear expectations is critical
33:35 An interesting approach to loyalty and subscription: create a journey
38:33 How OLIPOP customizes messaging to offer subscriptions on the 2nd order
