Open Late Collective

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 👀

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

Alongside our 'Done For You' services, we mentor managers and leaders to coach them in building out CX playbooks and brand experiences! We understand this can be a daunting task, but when you work with us at Open Late Collective, you have our full support. As an outcomes-focused agency, Open Late made a significant impact on Taste Salud: ❤️ $15k Saved ❤️ 200 Hours Saved ❤️ 6k Resolved Conversations with Automation ❤️ 50% Decrease in First Response Time Want these kinds of results for your own brand? Inquire to work with us! We love becoming CX besties and helping you BUILD DOPE experiences! #CustomerExperience #CX #Mentorship #OpenLateCollective

Officially Siena AI Certified! 🎉 Here's why getting certified mattered to me: -Stay at the forefront -Avoid common pitfalls -Gain competitive edge From crafting brand personas to building Empathic AI Agents for higher CSAT, this certification is a must-do for CX leaders that want to not just adapt to the future of CX but shape it. Excited to continue building the future of CX for our customers! Thanks Siena AI for making the complex feel simple. PS: You can get Siena AI Certified too! Link in the comments. #SienaAICertified #EmpathicAI 

Jess Cervellon and Laura Mena are back on July 22nd @ 5:30PM CST for another episode of #AfterHours LIVE right here on Linkedin. They are breaking down another popular brand (gotta tune in to find out which one) and diving deep into strategies around brand strategy, consumer insights, marketing and CX. YOU DO NOT WANT TO MISS THIS! RSVP link in comments! Special thanks to Recharge for sponsoring and supporting! <3

The future of CX has always been incorporating some level of AI. It's not NEW news, it's just newly formulated levels of AI. I've always been on the side of automate as much as you can to allow your team the ability to give a humanized experience to drive retention of the customer. At Feastables, we installed an intent based AI chatbot on DAY ONE. Since then, I have been an advocate for AI, both intent and generative, and installing this into your CX. I believe that the future of customer experience lies in the seamless integration of artificial intelligence and embracing it. At Open Late Collective we’re all for harnessing the power of AI to elevate brand interactions and drive business growth. AND allowing room for That's why the team and I have become certified partners with Siena AI to offer implementation services for their tool across platforms like Kustomer, Gorgias, Zendesk, Intercom and Gladly. We are here to help you and your brand embrace AI and integrate seamlessly. DMs and email are open! Hit us up if you or know someone who needs help with installing AI into your CX. Ps...this isn't an ad. I am just out here helping yall not be left in the dust.