Customer Experience Strategies that Drive Repeat Purchases
Listen to this customer experience (CX) masterclass from Jess Cervellon, Head of CX at Feastables. Learn how this CPG brand (founded by Mr. Beast) is scaling customer relationships, using SMS and transactional communication to create repeat purchasers, and striking the balance between automation and human interaction with their customers.
Jess Cervellon, Head of Customer Experience at Feastables gives a customer experience masterclass for DTC eCommerce brands.
In this episode, we discuss how Feastables approaches customer experience and engagement, how they're using conversational SMS to connect with customers, how they’ve tackled shipping delays and improved logistics, and what role CX plays in creating repeat, loyal customer relationships.
If you’re looking to turn transactional email and SMS into a retention powerhouse for your eCommerce store, then you need Wonderment. Improve your customer retention and happiness metrics with proactive order updates and native order tracking pages. Trusted by 300+ leading Shopify brands. Check out www.wonderment.com today.
Watch the video format of today's episode here - https://youtu.be/hQSHuPO2nGc
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Learn more about Feastables over at https://feastables.com/
Connect with Jess https://www.linkedin.com/in/jess-cervellon/
Time Stamps
1:15 - Who is Feastables
1:55 - “What is the day in the life of a CX leader like?”
3:58- “What are some of the CX challenges you’ve faced in such a fast-growing brand?”
4:25 - How to retain launch customers
5:49 - What sort of CX strategies actually take a customer from a first-time to a repeat purchaser and ultimately a brand loyalist
9:00 - “How do you deal with shipping/logistics challenges as a CX leader?”
12:45 - Why invest so much into a transactional email, SMS, and tracking page set up?
13:40 - How Feastables is using Klaviyo + Wonderment to personalize their transactional emails and provide help with the most relevant information to the customer.
15:35 - Overview of Feastables Transactional SMS setup
17:25 - How Feastables is using SMS to scale customer relationships and retain them
21:59 - How Feastables approaches its branded order tracking page to improve the customer experience & drive repeat purchases
25:50- How Feastables approaches communicating order delays with customers and uses data to improve the supply chain to mitigate future delays.
28:07 - How “not” to communicate shipping delays
29:37 - What sort of results has Feastables seen from implementing a transactional setup into their customer experience strategy?
30:35 - Advice on how to improve CSAT, NPS, and Customer Effort Scores via transactional notifications.
33:00 - What’s next for Feastables and the transactional channel?
34:25 - Where can we purchase Feastables?
35:29 - Top 6 takeaways from the entire episode
Time Stamps
1:15 - Who is Feastables
1:55 - “What is the day in the life of a CX leader like?”
3:58- “What are some of the CX challenges you’ve faced in such a fast-growing brand?”
4:25 - How to retain launch customers
5:49 - What sort of CX strategies actually take a customer from a first-time to a repeat purchaser and ultimately a brand loyalist
9:00 - “How do you deal with shipping/logistics challenges as a CX leader?”
12:45 - Why invest so much into a transactional email, SMS, and tracking page set up?
13:40 - How Feastables is using Klaviyo + Wonderment to personalize their transactional emails and provide help with the most relevant information to the customer.
15:35 - Overview of Feastables Transactional SMS setup
17:25 - How Feastables is using SMS to scale customer relationships and retain them
21:59 - How Feastables approaches its branded order tracking page to improve the customer experience & drive repeat purchases
25:50- How Feastables approaches communicating order delays with customers and uses data to improve the supply chain to mitigate future delays.
28:07 - How “not” to communicate shipping delays
29:37 - What sort of results has Feastables seen from implementing a transactional setup into their customer experience strategy?
30:35 - Advice on how to improve CSAT, NPS, and Customer Effort Scores via transactional notifications.
33:00 - What’s next for Feastables and the transactional channel?
34:25 - Where can we purchase Feastables?
35:29 - Top 6 takeaways from the entire episode
Creators and Guests
