Customer experience in the DTC space has evolved. By leveraging both AI precision and human care, CX can drive retention at scale.

In this episode, Izzy Rosenzweig speaks with Eli Weiss, VP for Advocacy at Yotpo and an experienced CX leader across various DTC brands, about what is currently driving results in customer experience. They break down how brands can leverage feedback to optimize their products, what e-commerce brands can learn about CX from the hospitality industry, and why the most valuable CX moments are often human, targeted, and rare.

In this episode, you'll learn:

• How to separate real customer signal from noise
• A strategic approach to creating memorable moments for customers
• How the best loyalty programs personalize and optimize customer behavior over time

Highlights:

(00:00) Meet Eli Weiss

(05:30) Why brands need to look at their feedback loops

(09:58) How AI is transforming CX

(13:20) Unreasonable hospitality and the human touch

(20:27) Creating nuanced loyalty programs
(22:17) A strategic approach to balancing CAC and LTV

(27:09) Building an authentic brand that stands out

Resources:

Izzy’s LinkedIn: https://www.linkedin.com/in/izzy-rosenzweig-13653846/

Jeremy’s LinkedIn: https://www.linkedin.com/in/eliweisss/

Yotpo LinkedIn: https://www.linkedin.com/company/yotpo/

Yotpo website: http://www.yotpo.com/

Every e-commerce owner wants to scale their business, with many hoping to eventually sell. But not everyone understands why their P&L is important to making their business sustainable and sellable.

In this episode, Izzy Rosenzweig sits down with Jeremy Horowitz, of Let's Buy a Biz!, to talk about financial literacy for DTC businesses. Jeremy shares the key elements of financial management that many e-commerce founders miss, especially when it comes to scaling from $1M to $10M. He breaks down how owners can keep their cash flow from getting stuck, how to do a thorough P&L report, and what buyers look for when acquiring a DTC business.

In this episode, you'll learn:

• Why business owners should start with just one hero product
• What growing DTC businesses should include in their P&L
• Why owners should look at their P&L before pulling money from the business

Highlights:

(00:00) Meet Izzy Rosenzweig

(01:12) Meet Jeremy Horowitz
(02:35) What DTC owners need to know about planning their exit

(04:12) The key to scaling up to your first 10 million

(07:05) The importance of knowing your P&L inside out
(14:25) Growing your tech brand sustainably
(18:23) What business buyers want to see in your P&L

(19:48) A demonstration of a mock fashion brand’s P&L
(23:26) A cash flow model for the modern supply chain
(27:12) Comparing a traditional supply chain model and a modern supply chain model
(37:39) What global growth will look like for DTC brands in the next five years

Resources:

Izzy’s LinkedIn: https://www.linkedin.com/in/izzy-rosenzweig-13653846/

Jeremy’s LinkedIn: https://www.linkedin.com/in/jeremyhorowitz1/

Let’s Buy a Biz! LinkedIn: https://www.linkedin.com/company/let-s-buy-a-biz/

Let’s Buy a Biz! website: https://www.letsbuyabiz.xyz/

Jeremy’s sample P&L: https://docs.google.com/spreadsheets/d/18yiRetZ4pJ4DwwOMx_KmmU2NElQdJIZ_LJutA6k1Vmg/edit?gid=0#gid=0

Traditional supply chain vs. modern supply chain model: https://docs.google.com/spreadsheets/d/1TjfI-A4-hPmLglrpKtvadFJ90yKT_PUD/edit?gid=1345608080#gid=1345608080

Over the last 50 years, supply chain logistics have transformed dramatically.

From local production and high manufacturing costs, the most successful brands have turned to tech-powered fulfillment solutions that respond to demand faster for much less. But not all businesses have unlocked the advantages of agile supply chains.

This is The Modern Supply Chain, the show where we break down the modern supply chain strategies that help e-commerce brands shift from struggling to meet revenue goals to growing their business fast.

Each episode, we’ll chat with industry experts who will help give you the tools and insights to take control of your supply chain.

Just smarter, faster ways to keep your business moving.