In this episode of The Checkout , OLIPOP Director of CX & Retention Eli Weiss shares first-hand insights on the business benefits of putting customers first (even when it's not scalable).
OLIPOP rightfully calls themselves "a new kind of soda." Each can packs 2-5g of sugar, 9g of fiber, probiotics and comes in one of seven classic flavors. And in less than three years, the product has found its way into 10k+ grocery stores across the US.
This week, the brand announced their $30M series B round at a $200M valuation. And we got to sit down with Eli Weiss, OLIPOP's Director of CX & Retention, on The Checkout to chat through how they did it.
According to Eli, the soda brand's wild success comes down to putting customers first and doing things that don't scale.
Before joining OLIPOP, Eli built Simulate's first CX team. And before that, he was the Director of CX, Operations & Business Development at FUGU Luggage. There, he learned the ins and outs of operations and realized his passion for building incredible customer experiences, no matter what it takes.
In this episode, we talk about:
- When it makes sense to do activities that don't scale
- How to get buy-in from the top for activities that won't scale
- The difference between DTC and retail (plus the advantages of each)
- How thoughtful touchpoints make all the difference when communicating with your customers
- Eli's 20-year (and counting) mission to positively impact the DTC industry