Come laugh and learn with us as we meet and get to know some of the amazing founders and leaders driving innovation in eCommerce.
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We’re joined by Lisa Del Fabbro, Customer Experience Manager at Lamour. Lisa shares her journey starting in the apparel industry, moving from B2B to eCommerce during the pandemic. She talks about how this transition aligned with global shifts. From her love of movies like Inception and Friends to the most rewarding parts of her career—which includes traveling for pickleball events here in Utah—Lisa emphasizes the importance of thinking outside the box. She also shares insights on Lamour's innovative 'try now, buy later' approach and the role of AI in their progress.
Listen to other fun segments of Guess the Gibberish and Fact or Cap as we explore Lisa's career and passion for CX.
This week, we’re hanging out with Jessica-Rose Garcia from OneSkin, who not only knows her way around top-tier customer experience (CX) but also has a serious love for Dutch Bros. Jessica-Rose shares her journey in CX, from her early dreams of becoming a marine biologist to becoming a leader in customer experience and support. She offers insights into the science behind OneSkin and recounts a powerful customer story that marked the most rewarding moment of her career. Jessica-Rose also discusses the importance of bringing care and attention to every interaction, showing how even small actions can have a big impact.
The episode also features the fun segments pf Return or Keep and Price is Right (Zillow Edition).
We’re joined by Brian Schiff, Co-Founder and CEO of Flip (flipcx.com), who shares the journey of his company. Originally an Uber knockoff at Cornell, Flip pivoted into AI-driven customer service, automating support calls with a focus on high-quality interactions. Brian also dives into the strategic renaming of Flip and its transition into the ecommerce space in 2021, where they aimed to enhance customer experiences.
Brian shares his strongest unpopular opinion—burnout from the AI hype—and discusses how ecommerce trends are shaping customer engagement through meaningful conversations. He even shares a fun story about dyeing his hair neon green. The episode includes two others segments of Unboxing Extravaganza and Password.
We're joined by Jay Davis, a serial entrepreneur and founder of Pillow Cube, Cold Case Ice Cream, Creatably, and Stairslide. Jay shares his journey starting with The Color Run to building multiple brands. He emphasizes the importance of mentorship, advising listeners to always seek mentors regardless of age, and to be mindful of ego in business.
Jay also discusses the evolving landscape of D2C, stressing that it's not replacing retail but rather complementing it. He offers insights on brand awareness, encouraging unique approaches to stand out in a crowded market. He shares his love for all types of pizza, Blackwing pencils with his special sharpener, and creativity. The episode features fun segments of Fact or Cap - Olympics Edition and "What am I?”.
We’re excited to welcome Paige Hope, founder and CEO of Elan Pure, a new non-toxic self-tanner brand. Paige shares how she bootstrapped Elan Pure, which took two years to develop a formula free from toxic fragrances and hormone-disrupting ingredients. She emphasizes the importance of customer feedback and building a community by genuinely caring for her people
Paige discusses the differences between tech and brand startups, offering insights from her experiences from both. She also shares fun personal facts, such as her hidden talent of knowing every song from High School Musical. This episode is a must-listen for those in the brand or technology space.
Today we're joined by Chase Waters, the Senior Director of Digital Marketing at Trove Brands (TroveBrands.com), home to major direct-to-consumer brands like BlenderBottle, Owala, and Whiskware.
Chase launched his first website in 1999, initially to share videos with friends. He landed his first job in SEO simply by having the knowledge to embed an image in an article. After diving deeper into SEO and digital marketing for several years, he joined BlenderBottle, which was then purely retail-focused. Over five to six years, he built the DTC arm of the company and doubled its online sales annually for six years, a feat he attributes to 'consistency.' He also played a key role in broadening the brand's appeal from a gym-only demographic to a wider audience with fun, monthly color launches — a strategy that continues to pay dividends today.
Chase also dives into tales from his early days of 'cookie-stuffing' and monetizing affiliate programs, discussing how these experiences have shaped the values he and his team adheres to today: the belief that nothing is impossible but that it will come at a cost, whether in time, money, or other resources. This conversation is rich with insights, a cannot miss episode for anyone in eCommerce.
Today we're joined by Chad Brinton, SVP of Operations at Made In (MadeInCookware.com). Chad traces his career from his early days in supply chain management to consulting in Texas with Exxon Mobil, and his keen interest in finance and strategy, which eventually led him back to his passion for supply chain, culminating in his role at Made In. He's witnessed the company's growth from a small team of four to a bustling hub of 75 employees. Chad emphasizes a core leadership principle: he never asks anyone to do something he hasn't done himself or wouldn't be willing to do, highlighting the importance of work ethic.
Chad discusses learning to identify good partners, understanding customer needs, and developing solutions to meet those needs. He's committed to doing whatever he can to make life easier for others and improving the world, even if just a little. He dives into the nuances of supply chain management, stressing that relationships are crucial and that customer-facing issues always take precedence. Join us for a conversation packed with insights into operational excellence and leadership.
Today we're joined by Blake Brown, VP of Brand and Creative at Kizik (kizik.com). Blake shares his journey from being a passionate hobbyist—building his own computer and designing for bands—to interning at a pop-punk record label to his current role leading creative at Kizik. He offers insights from his early days, learning from the ground up in a pre-YouTube era, and shares valuable advice for those starting in today’s creator economy.
Blake dives into how Kizik has redefined footwear with their unique hands-free slip-on shoe, discussing their journey to find product-market fit, their approach to partnerships, and a glimpse into their brand approach and marketing strategies. This episode is a must-listen for anyone in eCommerce, marketing, or creative fields, packed with insights and practical advice.
Today we’re joined by Dallas Parsons, the Senior Director of Marketing at Mixhers (mixhers.com). Beginning her career in customer support at Mixhers, Dallas developed a profound understanding of the customer journey, identifying crucial pain points along the way. This knowledge became invaluable as she transitioned into the realm of marketing, eventually taking the lead on Mixhers' email and SMS marketing programs.
Dallas explores the essential balance required in communication strategies, sharing a lesson learned from a past incident, before her time, when excessive SMS use during a Black Friday/Cyber Monday event led to a 25% drop in subscribers. Since then, she has implemented tailored SMS and email journeys to enhance retention and developed a quiz to increase conversion rates. She also highlights the importance of building genuine relationships with influencers and the significant impact of influencer marketing on the brand. Don’t miss this insightful episode.
The 13th episode of 'The OP Show' with Tanner Chatterley is here! Joining us today is Jennifer Peters, bringing a wealth of incredible stories from her career — from her early days at Barnes & Noble to her current role as Senior Manager of eCommerce at OLLY (olly.com). Jennifer dives into the value of seizing opportunities and the unexpected paths they can lead to, sharing insights that have shaped her professional journey. Jennifer discusses a range of topics, including her openness to taking chances on people, the importance of networking, the transition from handling fulfillment in-house to partnering with a third-party logistics provider (3PL) and so much more. She also gives us a fun glimpse into her unexpected hobby, cemetery restoration.
At the heart of her approach is a deep focus on customer needs — listening closely, guiding her organization to align with those needs, and consistently placing the customer at the center of all initiatives. This episode offers a deep dive into the dynamics of eCommerce and customer-centric strategies, packed with insights and practical advice.
Tanner is joined by the Founder & CTO of parcelLab, Julian Krenge. They discuss starting the company in Germany and spending over 6 months cold-calling retailers to discover what they could build to truly enhance the post-purchase experience for eCommerce retailers and their customers. Today, parcelLab actively manages the post-purchase experience across 175 countries and tracks shipping data from more than 350 carriers worldwide for customers like Puma, True Classic, and many other enterprise retailers. Also joining the episode is Larry T., the Post-Purchase Experience Expert at parcelLab, who has been with the company for over two years and has witnessed its growth from an early stage.
They share some amazing stories, emphasize the importance of prioritizing people, discuss the future of post-purchase experiences, automation, offer a hot take on AI's potential impact, share cautionary tales from Las Vegas, and much more. It's truly a fun and high-energy episode.
In this episode, Tanner is joined by Sandy Sloan, a close friend of Order Protection. With over 26 years of experience in customer success and customer experience, Sandy brings a wealth of knowledge to the table. She is currently the Head of Customer Experience at ARMRA™ Colostrum (tryarmra.com), a company renowned for its colostrum products. Sandy is a passionate advocate for ARMRA™, as is their massive customer base who frequently raves about the incredible quality of life improvements they experience.
Sandy discusses the importance of engaging with customers and developing trust, as well as strategies for staying ahead of potential issues. She shares insights into the initiatives they are working on to proactively address order issues, highlighting the strong relationship between ARMRA™ and Order Protection. They also, of course, have a ton of laughs, share a few high-fives while playing some OP Show trivia.
A milestone episode is here: the 10th episode of 'The OP Show' with Tanner Chatterley. Joining us for this special episode is Logan Dunn, the Head of E-Commerce at Wyze (wyze.com). Wyze, a smart-home company, shook the industry with the launch of their $20 security camera, the Wyze Cam, at $19.99, while competitors were charging over $200.
Logan shares his journey at Wyze, discussing marketing challenges overcome with budget constraints, leveraging community to build success, growing their email list from 1 million to over 7 million, launching 33 new products in a single year, having the #1 selling headphones on TikTok, and much more. This is a discussion you can't miss if you're in e-commerce.
The 9th episode of 'The OP Show' (with Tanner Chatterley) is here! We learned so much from speaking with two incredible people from the CX leadership at True Classic (trueclassictees.com), Jordan Gesky and Breanna Moreno.
Breanna shares her journey from the new home building industry during the crash to becoming the VP of Customer Experience. She is joined by the CX Manager, Jordan Gesky. Together, they provide incredible stories, insights, and learnings from their journey of scaling True Classic from the ground up and inspiring one another along the way.
This episode is an absolute must-watch for anyone involved in eCommerce or customer experience.
The 8th episode of 'The OP Show' (with Tanner Chatterley) is here! Nona Rose (nonarose.com) is a female-founded marketing and PR agency based in Utah. We had the opportunity to speak with the co-founders, Camille Weston and Grace Weston, to learn about their goals for the year and how they are consistently adapting to the market by transitioning from an SEO agency to a full-scale marketing and PR firm. The trio play 'Out of the Box', ‘Unboxing Extravaganza’ and ‘Password’ in this episode!
The 7th episode of 'The OP Show' (with Tanner Chatterley) has landed! If you're in Customer Service or CX, you cannot miss this. We learned so much speaking with Michael Ludwig, the Head of Customer Service at HexClad Cookware (hexclad.com). Michael dives deep into his views and beliefs on building a world-class customer experience, sharing incredible stories from his time at Lexus, Hulu, and HexClad.
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EP.006
Eli Weiss, VP Retention Advocacy @ Yotpo &
Jess Cervellon, Founder @ Open Late Collective
The 6th of 'The OP Show' (with Tanner Chatterley) is here! We had so much fun talking with two customer experience and retention leaders, Eli Weiss and Jess Cervellon.
Eli shares how he joined the CX world which led to his role as VP Retention Advocacy at Yotpo. Jess shares her journey from becoming the VP of Customer Experience at Feastables to opening her new agency the Open Late Collective.
This episode is filled with insights, laughter, fun and how both Eli and Jess are bringing CX and retention roles into the spotlight. The trio play 'Out of the Box', 'Word Association' and ’Shipping Wars' together.
Episode 5 of 'The OP Show' (with Tanner Chatterley) is here! It was such a great time chatting with Gabe Larsen, the CMO at Kustomer (kustomer.com).
Gabe shares some fun facts about himself, his journey, his personal mission and reveals the inspiring reason why 'Winnie-the-Pooh' would be his chosen fictional character that he would bring to life to work alongside. Gabe and Tanner play 'Out of the Box', 'Word Association' and 'Return or Keep'.
The 4th episode of 'The OP Show' (with Tanner Chatterley) has landed! It was such a great time interviewing Colin Cole, the VP of Product, and part of the founding team at Gabb (gabb.com).
Gabb is on the admirable mission to help make technology safer for kids and teens. Colin shares some disturbing facts on the impact of device usage and content consumption impacting the next generation, and how Gabb is working to solve each of these issues through their own devices and software. On the lighter side of the interview, Colin and Tanner play 'Out of the Box', 'Shipping Wars' and 'Fact or Cap' .
The third episode of 'The OP Show' with Tanner Chatterley has landed! We had so much fun spending time with Alicia DeFinis, the CEO of Dorai Home (doraihome.com).
Dorai creates beautiful home products made of diatomaceous earth, a natural material that dries instantly. Alicia has been driving the vision of the company for the past 2 years in her role as CEO, including product expansion and doubling Dorai’s team size.
Alicia and Tanner dive into Dorai’s goals for the year, the importance of authenticity, never taking yourself too seriously and it shows while playing 'Out of the Box’, ‘Philly Trivia' and ‘Price Is Right’!
Welcome to the second episode of 'The OP Show' with Tanner Chatterley! We had an amazing time interviewing Levi Lindsay, the CMO of Shyft Global.
Shyft works with clients such as Pura, Thread Wallets, Pillow Cube and more to save them costs through strategic supply chain initiatives. Shyft is a turnkey solution for product and supply chain, designing, sourcing, manufacturing, and delivering products for brands around the world with offices in multiple countries such the US, China, Vietnam, and Mexico.
Get to know Levi, his story, successes, and watch him and Tanner play 'Out of the Box', ‘Family Feud', and enjoy more fun activities beyond the interview.
The first episode is here! We had a blast interviewing Ben Perkins, the founder of &Collar, which has had incredible growth and success in 'selling stretchy dress shirts'. He's on a mission to make &Collar 'America's Dress Shirt'.
Get to know Ben, his story, mission, and watch him and Tanner play 'Out of the Box', 'The Price is Right', and enjoy more fun activities beyond the interview.