Open Late Collective

Just a little Monday reminder.. Brand Marketing isn't just a nice logo and packaging. The key to successful brand marketing for an ecommerce brand is understanding your customer, providing the right messaging, positioning and brand essence throughout your customer's journey. Be consistent, stay consistent and your customer will be reminded consistently why they should choose you.

ICYMI, we recently sat down with Danie Feld, LPC, Director of CX Operations at Open Late Collective, to talk all things CX 🫶 Now, we want to hear from you: is your customer experience set up in a way that can actually make people loyal? 🤔 Honesty hour starts now 😉 (Share your thoughts in the comments!) Read more: https://buff.ly/4d2CD2j #Hark #CustomerSuccess #CustomerService #CS #CustomerExperience #CX #Partnership #HarkReport

🎙️ Yesterday, I had the pleasure of joining Jess Cervellon founder of Open Late Collective, on her Live After Hours show, where we dove deep into the customer journey of three Recharge brands that I absolutely love. 🎉 One of my personal goals this year was to step into more podcast and video content, so I was thrilled when Jess invited me to be part of this insightful discussion. Honestly, we could have talked for hours—the brands we featured are packed with valuable lessons for anyone in e-commerce. We focused on Blueland LOLA - mylola.com and MaryRuth's —brands that have mastered being part of your daily routine, whether through eco-conscious or health-conscious products. But what really sets them apart? They put their customers FIRST. Here’s a quick breakdown of the key takeaways: 1️⃣ Customer Data is Gold: Streamline, understand, and leverage your data. Study the outcomes, implement your learnings, and always analyze your results. Data-driven decisions are the backbone of success. 2️⃣ Onsite Experience is Crucial: To be successful, focus on three fundamentals—seamless site experience, frictionless navigation, and a clear checkout process. Your customers should never have to guess where to go next. 3️⃣ Subscription Education is Impactful: Offering subscriptions? Make sure you have detailed product pages, comprehensive FAQs, easy flexibility, customization options, and strong incentives. Educating your customers on these options is key to retaining them. 4️⃣ Retention and Post-Purchase Strategy: Make it easy and pain-free for your customers. Build a community they want to be part of. Remember, your most loyal customers need different content and incentives than those with just a few recurring orders. KNOW YOUR CUSTOMERS. These insights are not just for show—they’re actionable strategies that any brand can implement to build a stronger connection with their customers and drive growth. Thanks again to Jess for having me on the show, and to everyone who tuned in!

We are back with episode #3 of #AfterHours LIVE 🌃 This time Jess, Founder of Open Late Collective will have a special guest joining, Nicole Harvey of Recharge! They will be breaking down #CustomerJourneys for not one but THREE of the trendiest consumer brands. Jess and Nicole will be chatting everything from brand positioning, messaging & site experience to post-purchase flows, CX interactions and retention. We're sharing ALL of the secrets on how you can elevate your brand's DTC experience.💡 You won't want to miss this 👀

Recently, we hosted an AfterHours Live session on LinkedIn, where we delved into Arrae’s journey from brand strategy to retention. For routine-based products like supplements, leveraging neuromarketing throughout the customer’s journey—from awareness to retention—is crucial. Consistently reminding customers why they need your product, paired with ongoing education, ensures they remain loyal to your brand rather than switching to the next option available. Shout out to Recharge for sponsoring this latest session! Stay tuned for more, follow along over at Open Late Collective's page!

Jess Cervellon's secret sauce for D2C success? Put yourself in your customer's shoes at every single touchpoint! 👟 🎙️ Catch the brilliant Jess Cervellon, Ex-Feastables, talking with Mason about - ❓𝗛𝗼𝘄 𝗱𝗼 𝘆𝗼𝘂 𝗯𝘂𝗶𝗹𝗱 𝗮 𝘁𝗿𝘂𝗹𝘆 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗰𝗲𝗻𝘁𝗿𝗶𝗰 𝗽𝗿𝗼𝗱𝘂𝗰𝘁? 👉 Think customer-first at every stage. 𝘍𝘳𝘰𝘮 𝘱𝘳𝘰𝘥𝘶𝘤𝘵 𝘥𝘦𝘷𝘦𝘭𝘰𝘱𝘮𝘦𝘯𝘵 𝘵𝘰 𝘱𝘢𝘤𝘬𝘢𝘨𝘪𝘯𝘨, 𝘬𝘦𝘦𝘱 𝘢𝘴𝘬𝘪𝘯𝘨: 𝘞𝘩𝘢𝘵 𝘥𝘰𝘦𝘴 𝘮𝘺 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘯𝘦𝘦𝘥? 👉 Anticipate questions. 𝘏𝘰𝘸 𝘤𝘢𝘯 𝘺𝘰𝘶 𝘢𝘯𝘴𝘸𝘦𝘳 𝘯𝘶𝘵𝘳𝘪𝘵𝘪𝘰𝘯 𝘢𝘯𝘥 𝘢𝘭𝘭𝘦𝘳𝘨𝘦𝘯 𝘲𝘶𝘦𝘴𝘵𝘪𝘰𝘯𝘴 𝘣𝘦𝘧𝘰𝘳𝘦 𝘵𝘩𝘦𝘺'𝘳𝘦 𝘢𝘴𝘬𝘦𝘥? 👉 Make information accessible. 𝘌𝘮𝘢𝘪𝘭𝘴, 𝘘𝘙 𝘤𝘰𝘥𝘦𝘴, 𝘍𝘈𝘘 𝘱𝘢𝘨𝘦𝘴 - 𝘨𝘪𝘷𝘦 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳𝘴 𝘦𝘢𝘴𝘺 𝘢𝘤𝘤𝘦𝘴𝘴 𝘵𝘰 𝘪𝘯𝘧𝘰! 👉 Consider every touchpoint. 𝘗𝘢𝘤𝘬𝘢𝘨𝘪𝘯𝘨 𝘮𝘢𝘵𝘦𝘳𝘪𝘢𝘭𝘴, 𝘴𝘶𝘴𝘵𝘢𝘪𝘯𝘢𝘣𝘪𝘭𝘪𝘵𝘺, 𝘸𝘦𝘣𝘴𝘪𝘵𝘦 𝘥𝘦𝘴𝘪𝘨𝘯 - 𝘪𝘵 𝘢𝘭𝘭 𝘮𝘢𝘵𝘵𝘦𝘳𝘴! 🔥 Hot take: "How can I make a website that answers the questions for my customer at the time of them browsing before it actually becomes a support ticket?" Want more game-changing #CX insights? Check out the full interview. #Ecommerce #CustomerExperience #Commerce #AI

Jess Cervellon and Laura Mena dove deep into the history and rise of the supplement market during last night’s #AfterHours LIVE event, with special guest Nishant S. from Arrae sharing THESE insights on the holistic health & wellness market ⬇️ 💡 Building trust is crucial, especially since the average retention rate for subscription services in the health and wellness sector is 72% after the first six months. 💡 For routine-based subscription products, it’s crucial to have strong cancellation prevention strategies. Analyze data to understand why customers cancel and use this information to improve the customer experience. 💡 It costs 5x more to acquire a new customer than to retain an existing one. Focusing on customer retention not only saves costs but also builds stronger customer relationships. 💡 Educate customers on the necessity of maintaining a consistent routine to see results. Emphasize retention strategies that prioritize customer education and consistent usage over simple upsells and win-backs. Watch the full episode brought to you by the founders of Open Late Collective here: https://bit.ly/3SkkBAc

🔍 Meet Danie Feld, LPC Feld, our queen Director of CX Operations! She recently contributed a must-read article to The Hark Report, a publication that dives deep into customer experience insights and trends. Danie shares her expertise on building better Voice of Customer (VoC) programs. Here’s what you’ll discover: 🔹 Her biggest challenges in collecting customer feedback 🔹 Strategies for making customer insights valuable for leadership 🔹 Exciting discoveries from our VoC program 🔹 How our customers love to communicate 🔹 Danie’s dream improvements for customer experience Don’t miss out on these invaluable insights! #CustomerExperience #VoiceOfCustomer #CXExpert #CustomerFeedback

Recharge is sponsoring this Monday’s After hours LIVE event, and we’ve got a ✨gut✨ feeling you won’t want to miss out on this guest speaker 🤫 Here's what you need to know ⬇️ Brought to you by the founders of Open Late Collective, episode #2 of #AfterHours is bringing in a special guest to chat through brand strategy & elevating the DTC experience. 🗓️ July 22, 6:30PM EST Register now & learn how to break down #CustomerJourneys for the trendiest consumer brands 👀 https://bit.ly/3Lur73q

We are back with episode #2 of #AfterHours LIVE 🌃 where the founders of Open Late Collective break down #CustomerJourneys for the trendiest consumer brands. Jess and Laura will be chatting everything from brand messaging & site experience to post-purchase flows & CX interactions. As experts in brand strategy, consumer insights, CX and digital marketing, we're sharing ALL of the secrets on how you can elevate your brand's DTC experience.💡 You won't want to miss this 👀