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The Startup CPG Podcast

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

The Startup CPG Podcast

Startup CPG

Startup, Food, Business, Beverage, Cpg, Entrepreneurship

4.9 • 642 Ratings

🗓️ 12 September 2023

⏱️ 43 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

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 brand
  • How to leverage chat bots on your website and the behind-the-scenes of the Feastables chat bot
  • SMS trends and how to interact with your customers through SMS
  • The pros and cons of outsourcing customer service and how to leverage technology as your own army of customer success reps and salespeople
  • Connecting DTC with retail and how Feastables leveraged their community during the Walmart National launch
  • Stories from the field, including Jess’ personal number getting leaked to the Mr Beast audience
  • And more!

This episode was sponsored by Graphite Financial. Go to graphitefinancial.com/cpg
This episode was sponsored by Settle. Go to https://www.settle.com/gostartupcpg

Episode Links:

Graphite Financial Links

  • Graphite Financial website
  • Download a free financial model template, chart of accounts template, and more here
  • Listen to our episode with Graphite founder, Paul Bianco, episode #96 here.

Settle Links:

Show Links:

Transcript

Click on a timestamp to play from that location

0:00.0

Are you a founder or critical operator spending too much time on bookkeeping, expense classification, and tweaking your financial model?

0:07.1

When you should be spending your time on customers and growth, Q Graphite.

0:11.1

They are a full finance department as a service for early stage and growing CPG startups.

0:16.8

Think of having a CFO, controller, and bookkeeper, but for the fraction of the cost of hiring

0:21.7

even one internal team member, that's Graphite.

0:24.9

The truth is that most CPG founders fail due to a lack of understanding of their unit economics,

0:30.6

a.k.a. a lack of proper accounting and finance.

0:33.3

To download their free financial model template, free chart of accounts template, and other resources,

0:38.8

go to graphitefinancial.com slash CPG.

0:44.4

Graphite is also offering a special discount just for our listeners of 8% off their accounting

0:49.7

and forecasting services.

0:51.6

Head to graphitefinancial.com slash CPG to claim your discount.

0:56.8

That's graphite, G-R-A-P-H-I-T-E Financial.com slash CPG.

1:07.6

I think if you're investing in the experience that your customers are having in that beginning stage,

1:14.5

you're setting the tone for the company to scale with customer experience at the forefront.

1:19.6

Welcome to the Startup CPG podcast. I'm your host, Jesse Freytag. Today we get to learn from an

1:25.0

incredible marketing and customer experience expert and leader.

1:29.4

Jess Servion is the vice president of customer experience at Beastables, Adida C, B2B customer

1:35.0

and brand experience consultant, and co-host of Oopsy Podcast. If you aren't familiar with Beastables,

1:41.6

it's the CPG brand of YouTube star Jimmy Donaldson,

1:45.1

better known as Mr. Beast, who is the most subscribed individual in the world with 176 million

1:51.4

subscribers on YouTube at the time of recording.

...

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