Eli Weiss has put customer experience on the map. As the Senior Director of CX & Retention at Jones Road, a beauty brand founded by none other than makeup icon Bobbi Brown, Eli Weiss is at the forefront of delivering exceptional customer experiences. But that's not all – he's also a prolific content creator with a podcast called "Down To Chat" and a newsletter titled "All things CX and Retention," boasting over 9,000 subscribers. Moreover, Eli has just released a groundbreaking playbook in collaboration with Gorgias, titled "CX Unlocked," offering an in-depth exploration of the essence of CX excellence.
Leaving the Orthodox Jewish Community: Eli's path to becoming a CX expert is a remarkable journey. Growing up in an Orthodox Jewish household with limited exposure to the modern world, he dreamt of breaking into what he calls the "real world." He managed to secure his high school diploma and ventured into the startup scene. His desire to see the world took him across the globe, from New York City to Israel and through Europe on credit card points.
Eli’s First Job in CX Eli's professional journey in CX began at FUGU Luggage in Israel in 2016, marking his first step into this dynamic field. Skipping the traditional college route, he opted for hands-on experience and self-education. His journey includes a diverse set of experiences, including working for innovative startups like NUGGS, Olipop, and now his role at Jones Road.
Eli’s Thoughts on CX: In the CX landscape, KPIs often revolve around how fast a brand can respond. Speed and "brutal efficiency" are prized, but Eli emphasizes the significance of personalized experiences and human interactions. In a world where AI automation is on the rise, he believes that the future of CX will be marked by personalized customer experiences, addressing specific needs and problems with thoughtfulness. Eli predicts a shift in the role of CX, moving from mundane tasks to impactful ones. Personalization, reaching out to customers with tailored recommendations based on past interactions, is the way forward. Creating an empathetic work environment is another cornerstone of outstanding CX, ensuring that CX team members are equipped to deliver exceptional service. At Jones Road, Eli and his CX team have been focusing on specific Key Performance Indicators (KPIs) that revolve around the long-term value (LTV) of customers over 6 and 3 months versus their average order value (AOV). A notable contributor to the increase in LTV is the shade matching service, a task carried out by the CX team.
Learn more about Eli by tuning into our interview with him on Season 2 of Driving Performance.
