Summary In this conversation, Eli Weiss, VP of Retention Advocacy at Yotpo, discusses his journey in the world of customer experience (CX) and building a personal brand. He shares his background, including his unconventional educational path, and how he got started in CX and retention. Eli emphasizes the importance of building a personal brand and engaging with others in the industry. He also highlights the value of genuine engagement and quality over quantity when it comes to building an online following. The conversation touches on the role of CX in retention and the interplay between the two. In this conversation, Eli Weiss discusses his career journey and the importance of customer experience (CX) and retention. He emphasizes the value of embracing change and evolving in both personal and professional life. Eli shares his experience in building CX teams and highlights the significance of creating meaningful experiences for customers. He also talks about the importance of taking risks, being open to failure, and finding the side door to opportunities. Eli encourages individuals to reach out to the right people and stand out from the norm. Takeaways - Building a personal brand is important for career growth and opportunities. - Engaging with others in the industry and sharing valuable insights can help build credibility and connections. - Quality engagement and a genuine audience are more valuable than a large following. - Customer experience (CX) and retention are closely linked, and understanding customer feedback and preferences is key to effective retention strategies. Embrace change and evolve in both personal and professional life. - Create meaningful experiences for customers to drive retention. - Take risks and be open to failure. - Find the side door to opportunities and reach out to the right people. - Stand out from the norm and do what it takes to succeed. Chapters 00:00 Unveiling E-commerce Strategies and Tactics 01:09 Mastering Customer Experience and Retention 01:33 Unconventional Path to CX Leadership: The Eli Weiss Story 05:43 Authenticity and Personal Branding in CX: Building Industry Recognition 23:49 Transitioning to Fast-Moving Consumer Goods and CX 23:53 The Interplay Between CX and Retention 27:46 Challenges and Opportunities of Joining a Tough Reputation 41:42 The Power of Kindness and Empathy in SAS 46:57 Navigating Career Growth Through Authenticity 53:39 Embracing Failure and Unconventional Methods for Finding Opportunities www.chargeflow.io