M.Gemi - Made By Hand, Means Made with Love

The Story of a Brand

Ramon Vela

Business, Entrepreneurship

5 • 145 Ratings

🗓️ 17 June 2020

⏱️ 36 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

Please note we recorded this remotely over a month ago in the height of the pandemic, some of the audio is spotty but the wisdom is real.

In Part 2 of this Feature, Ben Fischman, Founder & CEO at M.Gemi, continues sharing the story of this amazing handcrafted Italian Men's and Women's Luxury Shoe Brand.

In Part 2, Ben discusses What He would do if he were President, Why we need transparency and certainty, How his company's communication improved during COVID, Why you must ask yourself - How do we change & improve because of this experience, Why he rejects the saying - Don't sweat the details, How M.Gemi engenders trust, How he's building a brand with fanatical customers, Why personal connection with your customers is YOUR secret weapon, Why you should let your customer be your greatest marketers, Ben's entrepreneurial advice, Career advice for Twenty Something's, Why the pandemic will make us better, and so much more.

Join us while Ramon Vela interviews Ben in Part 2 of this episode and gets the inside story of this amazing brand.

For more on M.Gemi visit: https://mgemi.com/

Gorgias - Gorgias.link/story
Fenix Commerce - https://www.fenixcommerce.com/
Retention Science - RetentionScience.com

Transcript

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0:00.0	Recorded at Retention Science Studios, this is not your average entrepreneur or e-commerce
0:10.9	podcast, and he's not your average host.
0:14.4	This is The Story of a Brand with your host, Ramon Vela.
0:21.0	So I spent my career trying to build business with my partners that, where the customer had
0:28.9	an obsession with the brand that was so much more than a transaction.
0:34.5	And that even if we're just selling stuff, it's not about just selling stuff.
0:40.6	It's about the way the brand resonates with the customer.
0:43.2	And the way I've always thought about it is that it's in every little detail.
0:48.6	So the phrase, don't sweat the details, is one that I reject wholesale.
0:52.6	I believe brands are built in the details, in the
0:55.5	moments, and they unveil themselves over time. And I believe, for example, customer service is
1:02.4	not an operations function. It is the most important brand function that there is. How we communicate
1:09.2	day in and day out with our customers. How we, you know, I think when a
1:13.5	customer has a problem, when they have to contact customer service or when they have a challenge
1:18.4	with the product they received, that is the greatest opportunity in the world to show a customer
1:22.7	what your brand is made of.
1:28.1	Hey, you. Yeah Hey you.
1:29.7	Yeah, you.
1:31.4	You work so hard to acquire customers, but what are you doing to keep them happy?
1:37.7	Now, I'm shocked by how many e-commerce stores don't have a help desk, let alone one built
1:43.2	specifically for e-commerce.
1:45.4	So let me introduce you to Gorgeous, which is the number one rated help desk for e-commerce
	...

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