#107 How to Turbocharge Your CX: DTC Marketing Learnings from Mr. Beast's Feastables on Chatbots, SMS, & Retention with Jess Cervellon

Today we get to learn from an incredible marketing and customer experience expert and leader. Jess Cervellon is the Vice President of Customer Experience at Feastables, a DTC/B2B Customer & Brand Experience Consultant, and Co-host of Oopsie Podcast. If you aren’t familiar with Feastables, it’s the CPG brands of YouTube star Jimmy Donaldson, better known as Mr. Beast, who is the most subscribed individual in the world with 176 million subscribers on YouTube at the time of recording. His brand Feastables so far makes chocolate bars, cookies, and gummies (shoutout to Karl Gummies as my personal favorite) which are available online, in Walmart, and a growing list of other retailers. Jess has worked across high-growth DTC, eComm and SaaS companies for the last 12+ years and was the 4th hire at Feastables. We’re really going to dig into all things customer experience in this episode and Jess has lots of practical tips for small brands.Listen in as Jess shares about:Why customer experience or CX is important to start thinking about early at an emerging brandHow to leverage chat bots on your website and the behind-the-scenes of the Feastables chat botSMS trends and how to interact with your customers through SMSThe pros and cons of outsourcing customer service and how to leverage technology as your own army of customer success reps and salespeopleConnecting DTC with retail and how Feastables leveraged their community during the Walmart National launchStories from the field, including Jess’ personal number getting leaked to the Mr Beast audienceAnd more!This episode was sponsored by Graphite Financial. Go to graphitefinancial.com/cpgThis episode was sponsored by Settle. Go to https://www.settle.com/gostartupcpgEpisode Links:Jess’ website & LinkedInFeastables’ website & Mr. Beast’s YouTubeJess on MentorPassOopsie Podcast hosted by Zoe Kahn & JessSignup for Jess’ newsletter, Sunday Postcards1-800-DTC article about Feastables featuring JessMentions: Intercom, Kustomer (CRM), Zendesk, Gorgias, Hubspot, Certainly (bot), Sendlane, Klaviyo, Postscript, Attentive, Oat Haus, Mid-Day Squares Graphite Financial LinksGraphite Financial websiteDownload a free financial model template, chart of accounts template, and more hereListen to our episode with Graphite founder, Paul Bianco, episode #96 here.Settle Links:Settle websiteTake the Settle Bill Pay for a spin hereShow Links:Join the Startup CPG Slack community (14K+ members and growing!)Follow @startupcpgVisit host Jessi Freitag's Linkedin or websiteQuestions or comments about the episode? Email Jessi at [email protected] music by Super Fantastics