Eli Weiss
@eliweisss
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VP Retention Advocacy @Yotpo . Building the Future of Customer Retention. 👨💻 Prev @jonesroadbeauty @drinkOLIPOP . NEWSIE: 🗞️
Philadelphia, PA
Joined April 2011
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OK HERE GOES NOTHING 🚀🚀
I’m starting to write a weekly newsletter on all things CX and Retention!
I’ve spent the last 7+ years in the trenches as a DTC operator, and I’m thrilled to start sharing some learnings.
Please sign up + share with a friend 🥺
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Over the last few decades, so many CEO’s were tough, abusive type-A folks. 🙄
Over the next decade, I strongly believe the winners will be the nice, empathetic, and kind leaders. 💥
Those that deeply give a shit about their team + the workspace they are creating will win big.
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Argh. Rough evening here.
Great grandfather passed away a few moments ago.
He was a holocaust survivor and came to the US In ‘46 with nothing.
His parents and most of his siblings were killed Auschwitz.
He created a loving family and a beautiful legacy.
💔💔
תנצב״ה
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Hiring an employee with a personal brand is a huge plus:
A. They can amplify the shit you’re doing, often more than your own channels 🚀
B. They bring massive awareness to your brand 👀
C. They understand what it takes to build brand equity (sometimes) ⚡️
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Some bittersweet news 🗞
After close to 2 years of absolute magic, this week is my last at
@drinkolipop
. 😢
This has been the ride of a lifetime, and I’m humbled by the work we’ve accomplished.
Taking a tiny bit of time off, and I’ll be back soon to announce what’s next! 👀💙
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⚡️some personal news⚡️
I’m stoked to announce that I’ll be joining the
@jonesroadbeauty
team!💄
This is an opportunity of a lifetime, and I’m so thrilled to get started.
Here’s why I chose Jones Road:
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I’ve spent the last few months thinking about the evolution of subscription, and put some high level thoughts into a deck for OLIPOP. 👀
Sharing a bit here because I’m all about building in public (blurred some confidential info).
lfg 🙏
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SOME PERSONAL NEWS. 🗞️
This week is a big one.
I’m thrilled to be joining
@Yotpo
as VP of Retention Advocacy.
My entire career has led me to this moment.
Let me tell you why:
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Some personal news: 🗞️
After close to two years, I’ve decided to move on. Today is my last day at
@jonesroadbeauty
.
It’s been a career highlight, and I’m beyond thankful to
@justbobbibrown
&
@codyplof
for bringing me onboard.
Two weeks to relax—I’ll be back soon.
💙🤍
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More and more chips on the shoulder 🔥
Lots has changed over last year or two
And we’ll continue to build on every little piece of feedback
Watch us 💙
Cc
@robinreplies
, proud watching ya sling from the rooftops
@robinreplies
@codyplof
Just like you overcharge by 1000000x!
When people say they use Yotpo, it’s a signal to me to avoid investing in the business because the operator is either not careful with money or has bad judgment (or both).
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Off-boarding employees is just as important as onboarding them. 🚨
Glassdoor is just the beginning.
As the world gets more connected, startups with a shitty work environment & toxic culture will have a hard time hiring.
Your ex-employees can be your biggest fans - do better!🚀
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Angry. Frustrated. Scared.
Praying for my family and friends in Israel. 🇮🇱
Been up since 3:30, can’t get my eyes off the news.
Jews are resilient.
עם ישראל חי ✡️
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The fact that
@KITH
launched a loyalty program…
And auto-added purchase history from last TWELVE YEARS
Is all sorts of iconic
Go off,
@RonnieFieg
🔥
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Prob nothing 👀
@DRINKSUPERCO
@Drinkkoia
@lemonperfect
@drinkolipop
@3wishescereal
@eatenlightened
@highkeysnacks
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Some PeRsOnAl NeWS 🗞
This beautiful little boy and ray of sunshine entered our world earlier this week. 👼
Of all the roles I’ve ever had, “dad” is the one I’m most excited for. 💚
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We just surpassed 2,000 subscription customers on our ecomm platform from a virtual standing start 90 days ago 🤯
Here’s what we changed to get there:
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Just 4 years ago, I was:
Completely broke 🪹
Clueless career-wise 🥺
Making minimum wage 💸
Living in a foreign country 🌍
I started tweeting about CX and retention to my handful of followers, and this bird app completely changed my life. 💛
Don’t sleep on it.
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👀🔥🥤
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My brother-in-law is deployed at the northern border of Israel, near Lebanon.
Things are getting noisy with Iranian proxies in Lebanon targeting the border.
Please say a prayer.
Send love to those that have family amidst all of this.
We need it.
💙💙
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Big news 📰 🚨
@Target
resets happened. 🛍🛒
@drinkolipop
will be in every single Target nationwide. 🕺
Timing: should see on shelves in the coming weeks if you don’t see it already. 👀
Some photos of OLIPOP in the wild @ target: 🎯👇
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We’ve just hit 5,000
@drinkolipop
subscribers 🤯
Our subscription fam has DOUBLED in the last 100 days 🚀 🤩
Here are my biggest learnings from this journey:
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Just rounding out my first year at
@drinkolipop
Our monthly revenue on DTC has grown 7x in the last year 🤯
Here’s some of the most important things we learned building this thing: 🚀
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Last few days have been pretty tough, not entirely sure why 😢
✔️ Therapy
✔️ Workout
✔️ Meditation
✔️ Drank lots of water
I’ll try again tomorrow 🤎
Mental health isn’t simple, and that needs to be spoken about more
Let’s remove the stigma 🙏
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If you have Jewish employees, take a moment to acknowledge Hanukkah this year, not just Thanksgiving and Christmas 🎄
it starts this Sunday evening 11/28 and goes on for 8 nights 🕎
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I’ll just come out and say it:
I’ve been in therapy for a DECADE now and attribute 90% of my growth to the self-work I continue to do there.
Men taking care of their mental health is sexy and strong. 💪🏼
Remove the stigma‼️
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Kiddo just said his first word.
It was “happy”.
For someone that’s battled depression most of his adult life, this hit hard asf.
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My level of petty:
I’ve got a list of every company that has ever rejected me for a job, and I keep track as to when they now:
• pitch me on their services
• ask me to “pick my brain”
• try to recruit me
And reply with petty responses 😭😭
I need to be better than this 🫠
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Friends checked in.
Friends posted in support.
Friends unequivocally called out innocent victims being slaughtered in the streets.
The rest just continued tweeting about DTC and cost caps like everything was business as usual.
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Impostor syndrome is absolutely kicking my ass this week.
Lord grant me the strength to celebrate wins fully. 🙃
Send help. 😩
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I just wrote my first ever Angel check… AND I’M GIDDY ✍️
Investing in great people has always been my dream.
I’m so fucking amped. 🥰
P.s. Yup, invested in an NFT startup before purchasing a single NFT 🙃
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The fact that there’s still 199 hostages being held in Gaza has me absolutely gutted.
Thousands of protestors asking for a ceasefire. Not a single one mentioning the civilian hostages being held for 11 days and counting.
We must get them back.
Bring them home.
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Fun trick:
If you’re shopping for clothing, flip on a VPN and check Europe before you buy.
UK, FR, etc will sometimes not have the same MAP policies that you see in the US, and international shipping is usually avail at less than $10.
Same goes for perfume, bags, etc 👀
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An interesting personal observation:
95% of my “close friends” have not even checked in once this week.
Don’t get me wrong, hundreds of folks DM’d me, emailed, texted…
Most of them were folks I tangentially know.
Is it too “too complicated” to check in on a friend?
Idk.
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Joined OLIPOP in June of '20 and it's been a whirlwind 🤯
• 30x’d subscription while lowering monthly churn by 70%
• CES + NPS (related to CX) score in the 90’s
• Revenue driven by CX up over 1200%
• 88% decrease in 1st response time
• 91% decrease in resolution time
🚀🚀
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Want an easy way to spy on your competitors and know their secrets? 👀
- where they’re winning
- where they’re struggling
- fastest-growing categories
Become supercharged with intel:
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2021 at OLIPOP has been bonkers:
- We'll be in over 8k stores by end of '21, an 1135% increase since 2020 🚀
- OLIPOP represents 87% of sales in the category, which happens to be the fastest-growing branch of the entire beverage industry 👀
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One of our best customers ordered
@drinkolipop
🥤for their wedding, delivery was screwed up and we had to reship. 😢
LISTEN TO THIS:👂
My team found their wedding registry and we ordered them the most generous gift. 🎁🥺
I’m honestly working with the best team in the game.⚡️
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My team blows me away every damn day 🤯 - LISTEN TO THIS
Longtime customer reached out today to pause a subscription because of massive flooding in his area.
My team sent their family a FULL DINNER 🥰
🚨 Do things that don’t scale 🚨
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I remember going from an annual salary of 33k to 60k in 2019.
It changed my life.
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In 2020, I struggled to find a job.
I applied to 80+ CX / CSM roles, and was rejected by all of them.
Today, I’m leading CX & Retention at one of the fastest growing beauty brands.
I’ve got a call with an S&P 500 brand this AM to talk consulting.
Impostor syndrome: raging. 🚀
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So many brands offering a 10% off discount for referrals when they are spending $30-$60+ CPA on Fb/TikTok/Google etc. 🙃
LTV on referral is generally higher than any other channel. 📈
We’ve been testing $10 and $20 discount for referral. 👀
We’ll be making moves here shortly.
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Just about every single e-commerce brand has an abandoned cart email flow 🛒
99% of them absolutely suck.
Here’s the framework to create a great one:
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So many of us are no longer inspired by the rah rah hustle bullshit. 🤷♂️
We want to work for folks that’ll change the world in a meaningful way.⚡️
IMHO, that starts with empathy and kindness. These leaders will have the easiest job inspiring teams and sourcing top talent.
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Glossier switches to Shopify.
Shopify: excited, huge win
DTC twitter: tHiS iS aWfUl 😣
The same agency also did work for all these brands, plenty of them CRUSH dtc.
We have no idea what their CVR looks like.
Why do we love to think we know everything???
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I’ve written the newsletter for 75 weeks consecutively.
Never missed a week.
Thursday 8am EST.
I just can’t do it this week.
Things aren’t okay, and I can’t make believe they are.
See y’all next week. 💙
Appreciation to the sponsors for their flexibility. 🙏
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Hot take 🌶
Founders that expect their team to work as hard as them are delusional.
Does it happen? Yes, sometimes.
Should it be expected? Idk, do they have the upside that you do?
Do they own the equity that you do? 🤷♂️
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The funniest part of all of this:
Folks that know me know I’m not an “activist.”
I never talk “politics”.
I’ve never tweeted anything like I’ve done in the last few days.
I’m a CX guy.
But I can’t watch my people brutally murdered, raped, and held hostage and keep quiet.
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Okay as a
@CPGclub
holder I have the ability to add a friend to the allow list for the upcoming POP mint 👀
Mint price is 3eth
Who wants in? 🙋
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My incredible wife hasn’t slept in days.
She’s working tirelessly to put together some $$ for the protectors of Israel, including her two brothers drafted from the reserves.
If you can, please donate. Anything helps.
Please share.
Love you all. 💙
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Former Hamas chief called for Friday to be a global day of rage and jihad.
Jews around the world are terrified.
Synagogues have extra security.
People are staying home from work.
Keeping kids home from school.
Check in with your Jewish friends.
💔💔
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Secured hundreds of portable chargers.
They’re now being charged in every single outlet of my in-laws home.
Some already delivered.
Couldn’t do it without y’all.
My wife is a superstar.
Thankful. 💙💙
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Getting personalization right means 40% more revenue, McKinsey found.
For ecom brands, this is crucial to get right.
But it's hard to do it well and at scale.
10 AI tools that can help you personalize at scale & significantly improve your customer experience:
🚀 🚀
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Reminder: You can condemn terrorists gunning down hundreds of innocent civilians + taking hundreds hostage.
Even if you find that “it’s complicated.”
Most of you have opinions about things you know far less about.
Take a stance on the darkest days of Israel’s history. 🇮🇱
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A career hack that’s rarely spoken about 🚨
Being likable.
How, you ask?
By rooting for others.
By always lifting other up.
Make yourself easy to root for.
It’s done more for me than any college education has done for me. 😏
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Underrated marketing hack:
Talk the way your customers do.
Leverage reviews to learn how your customers talk about the problem your product is solving.
Add it to your ads 📢
Add it to your PDP’s 📄
Add it to your welcome flow 📧
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Spicy take 🔥🌶
“Hustle” is overrated. Clocking in 18 hours a day is grossly unsustainable. 🙄
Humans need time to recuperate, rest, and recharge. ✨
Build with intention. Make space for deep thinking. 🧘
Take time for yourself this weekend. You deserve it so damn much. 💜💛
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Treat employees leaving your company with the same dignity and respect as you did when they joined.
If someone found a better gig elsewhere, celebrate them.
Don’t burn bridges.
People matter.
Reputation matters.
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Hot take 🥵
If customers don’t repurchase after your 7-email post-purchase replenishment flow, adding 3 extra emails to that flow isn’t the fix. 🤷♂️
It’s either a product thing, the need for “quality” vs quantity communication, or you’ve “purchased” the wrong customer. 🤐
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Retail customers make a decision and grab the physical product — instant gratification. ⚡️
With DTC, there’s quite some time between “place order” and delivery (customer gratification). 🚚
Buyer’s remorse creeps in. 👿
Here are some TACTICAL ways to mitigate that:
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Hamas kidnapped and gunned down children, elders, and concert goers.
That is terror. Full stop.
Hamas has started in 1987 with that same goal: Death to Jews and abolishment of Israel.
Thousands of innocent civilians were injured or murdered in cold blood.
Speak up.
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I’m fully convinced there are a bunch of “engagement pods” on this bird app 🥲
Not necessarily mad about it, but most innocent folks don’t know that the
“10 must read threads”
or
“10 marketers to follow”
are just a bunch of folks scratching each other’s back.
Thoughts?
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It’s been 24+ hours.
Can’t sleep.
Women and children are missing. Innocent civilians were killed, held hostage, etc.
Numbers will be higher than currently reported.
It’s bad. Really bad.
Reach out to your Jewish/Israeli friends.
Check in on them.
Praying. 💔
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Kind of a big deal ⚡️🥤
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Reputation is a wild thing.
It takes a life to build, but just a moment to fuck it up.
With employees.
With colleagues.
With friends.
I’ve got 3 basic rules I live by:
1. Play the long game.
2. Do good for others.
3. Don’t be a dick.
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The space between “place order” and the order delivery is still the most underutilized space in CPG marketing.
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In a short 16 hours, we managed to raise close to $20k from this incredible community.
I’ve never been more proud to be a part of this little universe we created here.
Love you all. 💙💙
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You honestly never ever know what someone is going through.
Treat people with respect & dignity.
Cut them some slack.
Don’t be a d*ick.
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Here’s are some ToP sEcReT ways to attract top talent: 🤫
- Create a healthy place to work
- Deeply care about personal and professional growth
- Pay a great wage with good benefits
These aren’t as sexy as *the mission*, but it’s what makes 99% of employees tick.
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I’m gobsmacked 😍
What has happened to me?
Someone pls check on me. My feelings for SoulCycle have gotten out of hand.
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I dream of a future where successful startups:
🥰 are customer-obsessed
💆 do not condone hustle culture
😇 put emphasis on humility + integrity
💛 are equitable, diverse, and inclusive
I won’t stop until we get there 🙅♂️
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Marketers: “send more emails, it works”
The emails they send more of:
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EXCITING ANNOUNCEMENT 📣
Current state of job-searching & hiring is broken 😞
Applicants go through a ton of listings while hiring managers post roles to a slew of websites. 😵💫
On top of that, it’s difficult to truly sniff out company culture. 👀
I want to help! ⬇️⬇️
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It’s not that serious.
We’re just selling stuff on the internet to stay alive and thrive in this universe.
Be kind and laugh at yourself a bit more.
Touch grass.
Oh, and assume positive intent. 💚
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I’m a simple man.
If I see a homie drop a win on the timeline…
I like it.
I comment on it.
I engage all over it.
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3x revenue in 2021, but 2022 is about to be a whole lot wilder. 👀🚀
Incredible to see the functional pop category that
@drinkolipop
created continue to grow and blossom. 🥤
The pie is getting bigger. 🥧
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I was jobless just 18 months ago. 🚨
I applied to 85 roles, most didn’t even reply. 😫
Until recently, small CPG co’s didn’t hire CX manager/director roles, they just outsourced the whole damn thing. 🤦♂️
The pandemic changed our view on CX, but it’s only the beginning…
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My great-great aunt passed about last night. She was 99 years old, and a Holocaust Survivor who rebuilt a life in Brooklyn.
Just a day after Holocaust Memorial Day and 76 years after liberation at Auschwitz.
Never forget.
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Being a generalist for most of my career continues to pay massive dividends.
It taught be that almost nothing is beyond my scope of understanding, even if it’s not my job.
Don’t “stay in your lane”.
Stay curious.
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I’ve learned a ton today.
I learned who really stands in my corner and believes in me.
I also learned who piles on to some weird internet drama to get some “cool points.”
I’ve got some real ones on here… and prob a few folks worth leaving in 2023 😂💀
Let’s cook. 👨🍳
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While Customer Retention has traditionally been a marketing role, it’s slowly turning into a more holistic across-the-business role.
Retention is difficult, but here are some tips to make it simpler. 🧵🪡
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My great grandma passed away two years ago.
She was 98 and a survivor of Auschwitz and Bergen-Belsen.
She told us stories of the horrors of the Holocaust.
We said “Never Again”.
Yesterday, we saw the largest number of Jews murdered in a single day since the Holocaust.
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Gm
Woke up feeling anxious and unmotivated 🙃
I’ve got calls/meetings from 9:30-6:30 straight 🧑💻💽👾
Wish me luck and pls send positive vibes 😫
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Instead of locking customers into a subscription by making it difficult to cancel, switch your thinking to:
“What are the benefits to subscribing long term?”
“What would make customers want to stay here forever?”
Some things I’m thinking about for OLIPOP 🧵
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In the last few weeks, I launched a newsletter and started working on a podcast.
The amount of DM’s and subtweets about how many newsletters and podcasts fail is wild to me.
Let’s glorify people doing their best and sharing their learnings.
Not harp on how they might fail.
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