About

With over a decade of experience, Eli has revolutionized Customer Experience and Customer Retention at leading DTC brands like Jones Road Beauty and OLIPOP, consulting with 100+ others along the way. Currently, Eli is the VP of Retention Advocacy at Yotpo. Let Eli help you master CX and Customer Retention: - Building Retention Frameworks - Personalizing Customer Journeys - Enhancing Customer Lifetime Value - Building all-star CX & Retention teams - Improving Customer Satisfaction & Reducing Churn - Implementing Feedback Loops - Leveraging Data for Retention Insights And so much more!

Links from Eli

Customer Experience Masterclass with Eli Weiss

Today we brought on none other than customer experience legend, Eli Weiss. Up until just a few days ago, Eli led CX efforts over at OLIPOP. Today we're walking through why you can't afford to ignore CX in 2022, and actionable ways to improve your brand's CX.

Eli Weiss on OLIPOP’s Obsession With CX

Jason invited Eli onto the show because he has not only been a part of Olipop’s meteoric rise from a niche DTC healthy soda brand to an expanding presence in major retail chains like Target, but he has done it through focusing deeply on customer service. As Eli and Jason agree, so much of customer service feeds into retention if it’s done right, which is an insight Eli seems to have hit upon in a major way: customer service is where customers are directly telling companies what works and what doesn’t. Jason and Eli dive into this intuition, and how it can impact an entire business.

Eli Weiss: The Power of Doing Things That Don’t Operationally Scale

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. L 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

From Unconventional Experiences to the king of Customer Experience

To say that Eli Weiss has taken an untraditional path to where he is today would be an understatement. Currently, Eli is the Director of Customer Experience at OLIPOP, but his roots are in a traditional orthodox Jewish household, his education does not include a college degree, and his first job in the industry came as a result of him doing a powerpoint presentation to the folks at an emerging luggage brand about why they were failing. Yeah, not what you’d expect. But Eli’s whole career is about going above and beyond expectations — consumer expectations. From that luggage brand to NUGGS Vegan Chicken Nuggets, and now with OLIPOP, Eli has become a master of building out the ultimate customer experience, and he took us behind the scenes on this episode of Up Next in Commerce. Plus, he told us about the job board he set up to help people like him — with skills but untraditional backgrounds — so that more awesome folks can work their magic in the CPG space. This was seriously one of my favorite interviews, so I hope you enjoy it!

Turning CX into Customer Acquisition

This week, Jeremy talks with Eli Weiss, head of CX (Customer Experience) at Olipop, perhaps today’s hottest CPG startup. The massive buzz and repeat sales setting Olipop apart is a lot about how Eli and his team have designed the customer journey at Olipop. Customer service can seem like a footnote in sales and marketing, but CX is about amplifying the voice of the customer to parts of your business who can make a difference and make sure to retain them. Listen ahead to hear where to look for valuable feedback from customers, innovative ways to drive your responses right back into your marketing plan, and the way that adding friction to your funnel can actually turn your customers into your biggest evangelists.

How to create a brand your customers can not ignore

“The future of CX is viewing it as a marketing channel. And obviously allocating spend towards it and letting the voice of the customer be part of all these decisions” In episode 79 of the Customers Who Click podcast, I had a fantastic chat with Eli Weiss, Director of Customer Experience at OLIPOP, a deliciously refreshing tonic with prebiotics, botanicals, and natural plant fiber for a healthy gut. In this talk, we go through examples and anecdotes - from OLIPOP and other brands - to help you upgrade your definition of customer experience. Most brands see customer experience (CX) as something that stems from handling support requests. Therein lies the problem - a customer experiences your brand at several touchpoints across the marketing journey. Making customer experience a part of the marketing team’s responsibility helps elevate the brand’s customer experience to a whole new level. Eli’s work in CX started with a Kickstarter brand based out of Israel. He transformed the brand’s experience - for a project delayed by 2 years - into something the customers love. He transitioned into food and beverage in 2020 where he spent a little bit of time at Nuggs, a vegan chicken alternative, and joined OLIPOP in the middle of last year.

Hello DTC

Empathy and compassion towards customers and their needs help build a community of loyal customers. This, in the right essence, is what building a customer-centric brand means. CX alone could become a channel that drives 1200% growth. Eli Weiss, Director of CX and retention at Olipop talks about a CX-first mindset and what humanizing customer experience actually means. On this episode of Hello DTC presented by Beaconstac, Eli, and Monika discuss: • SMS as a channel to build a community • Customer experience touchpoints, starting from point-of-discovery to website and packaging • Subscription model for DTC brands • Measuring CX

Customer Show Podcast

Having a customer buy from you once is good. But having a customer buy from you multiple times is the formula for growing a business. On this episode of Customer Show, Eli Weiss joins Katelyn Bourgoin to go deep on how to create an experience your customers will want to come back again and again for. Eli Weiss is the Director of Customer Experience at OLIPOP.

Wavebreak Podcast

Our guest today leveraged customer experience to grow Olipop 600% in 2020—and they’re on track to DOUBLE that this year. Eli Weiss joins the Wavebreak Podcast to talk about how more companies could be hacking growth by practicing new school customer experience principles. In this episode you’ll learn: • What exactly modern CX looks like, and how to make sure you’re not following a dated playbook unlikely to yield any results. • The logic behind the counterintuitive decision Eli made when he encouraged his growth team to add friction to the Olipop funnel. • Why keeping an open line of communication between Growth, CX, and Retention is essential to building an airtight brand. Eli Weiss is Director of Customer Experience at Olipop, the soda you grew up sipping, but with the added benefit of microbiome and digestive health support.

DTC Podcast

This week on the pod we have Eli Weiss, DTC twitter darling and Director of Customer experience at Olipop. Here's what you'll hear on the pod: The power of transparency Respect your UX data Beyond the customer survey Customer success = reaching out before shit hits the fan The most underutilized moment in the brand experience Act as though a human would act

DTC Pod

• “Being a good person, treating people like humans, and delivering experiences with empathy every day is number one for our brand.” • “Knowing you'll be taken care of makes you want to come back. It's not rocket science, so long as the product is great.” • “When it comes to building a team, it really matters to hire the really good people that deeply care. You can teach anyone how to use tools, but you can't teach people to give a shit.” • “Giving your team the allowance to create these experiences, empowering them to create these experiences for the customers, is important.” • “Do not take what you learned last year and use it this year, constantly learn and listen and engage with customers.

Conversational Commerce — Eli Weiss

In our second episode, Eli Weiss, Director of CX + Retention @ OLIPOP, joins Stephanie and Matt and shares mild & spicy takes on customer experience as a PROFIT center, not a cost center, personalized doesn't mean its personal, and playing the long game as a brand.

4.9

Thomas

⚠️ Honestly, not what I expected, just warning you... Actually, many of you might be thinking: - Wow! Eli is going to share the latest retention hacks, tips, and trends! - I'm going to get all the best tools! - and so on... However, that wasn't the purpose of the call. With a very scientific and methodical approach, Eli helped me understand the 80/20 of retention for my brand. Eli isn't about adding more noise to your mind; he clarifies things, saving you precious time by having you focus on what truly matters (insights he's gleaned from his $100M+ in sales). Bonus: He's very kind, always smiling, and cool. Take care, Eli. Wishing you all the best. For you who's reading this: Stop reading. PRESS BOOK.

Teng M

I needed help with building an internal email marketing team, and I was pleasantly surprised that Eli had prepared a 7-page slide presentation on the topic in advance for our consulting call. I learned a ton in the 1-hour call and now feel confident about building an internal email marketing team with a focus on customer retention. I am really glad that I spoke with Eli and truly believe that this will move the needle for our retention efforts. No more expensive email marketing agencies for us!

sandra

Eli was so kind and helpful to our small marketing team! He came super prepared for our meeting with an entire presentation with answers to questions we asked him prior to our meeting to make sure he was able to cover all the topics we wanted to discuss. He is super knowledgeable in multiple industries and shared examples of his personal experiences that provided so much value to our team.

Freya G

Such great wisdom and experience and Eli is so generous in sharing more than just amazing knowledge, but also his personal experience that is super relevant. I just get so much value out of these calls and he is always ready to go the extra mile to help. The attitude of excitement toward what we're talking about is also really inspiring. A++++++++ - thanks Eli!

Freya G

As per usual, Eli was more than great. He was very insightful about retention strategy and came prepared to discuss the points I wanted to cover. I got a huge amount form the session. Eli has got his personal retention strategy down pat, because I keep coming back for more, which is a testament to his depth of knowledge, care and understanding in the space.