OLIPOP invested in activities that don’t scale, per their director of retention & CX, Eli Weiss. But that doesn’t mean they totally overlooked operational efficiency (they didn’t).
Instead, Eli opted for non-scalable initiatives over scalable ones when they:
““[OLIPOP is] an omni-channel business. So, a large percentage of our revenue is coming from [wholesale] retail… We'll never be able to track that [esperience]. So, we really have to kind of dial it back down and think about from a human perspective: Is this something that would blow your mind?”Eli Weiss, director of CX & retention at OLIPOP
Eli Weiss is known as “The DTC guy” on Twitter. And it’s a well-earned title given that he’s 20+ years into his personal mission to positively impact DTC.
But his day job is overseeing OLIPOP’s customer experience as their director of CX & retention.
Before this role, Eli built chicken alternative Simulate’s first CX team. And before that, he was the director of CX, operations & business development at FUGU Luggage.
Along the way, he learned the ins and outs of operations. And he realized his passion for building incredible customer experiences – no matter what it takes.
Connect with Eli on: LinkedIn | Twitter
OLIPOP rightfully calls itself “a new kind of soda.” Each can packs 2-5g of sugar, 9g of fiber, probiotics and comes in 1 of 7 classic flavors.
In less than 3 years, the product has reached 10k+ grocery stores across the US. And this week, the brand announced its $30M series B round at a $200M valuation.
According to Eli, the soda brand’s wild success comes down to putting customers first and doing things that don’t always scale.
Learn more about OLIPOP on: LinkedIn | Twitter | Instagram
In today’s episode, Eli Weiss shares his intrinsic enthusiasm for building customer-centric. Here are the highlights.