136 – Why CX Is A Marketing Tactic, With Jess Cervellon From Feastables by Mr Beast

Daniel Murray
Daniel Murray
February 2, 2023

How do you deliver authentic marketing messages in a large scale operation? Ask the Head of Customer Experience at Mr Beast’s Feastables.

Jess Cervellon is the marketer obsessed with customer experience and co-host of the Oopsie podcast.

Daniel and Jess talk authenticity, why your CX and marketing need to be more than just good friends, and why bots are helping build a robust voice for your customer.

What do brands like Warby Parker, Dr. Squatch, Vital Proteins, and Blendjet all have in common?

Retention.com is their highest performing ROAS channel by far. Visit Retention.com to book a demo today.

Follow Jess:

LinkedIn: https://www.linkedin.com/in/jess-cervellon/

Twitter: https://twitter.com/JessCervellon

Follow Daniel on Twitter: twitter.com/Dmurr68

LinkedIn: linkedin.com/in/daniel-murray-marketing 

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Daniel is a Workweek friend, working to produce amazing podcasts. Find out more, visit: http://www.workweek.com


00:00 Intro

01:01 Morphing Into Customer Experience

02:47 Authentic Automation

07:05 The Feedback Loop

11:23 Always Being On

14:40 The Proactive Approach To Problem Solving

18:44 Community Built On Discord

21:02 When Marketing And CX Get Together

28:40 The Retention Question

32:24 Building The Bot Funnel


In today’s competitive marketplace, businesses need to focus on delivering an exceptional customer experience (CX) to stand out from the crowd. CX is the sum of all interactions a customer has with your brand, from their first interaction with your website or social media profile to their post-purchase support experience. While many businesses view CX as a customer service issue, it is actually a powerful marketing tactic that can help you attract and retain customers. Here are some reasons why CX is a marketing tactic:

CX Builds Brand Loyalty

When customers have a positive experience with your brand, they are more likely to become repeat customers and recommend your business to others. By focusing on CX, you can build a loyal customer base that will drive revenue and growth for your business.

CX Enhances Brand Reputation

In today’s social media-driven world, a negative customer experience can quickly go viral and damage your brand reputation. By prioritizing CX, you can ensure that your customers have a positive experience with your brand, which can enhance your reputation and attract new customers.

CX Boosts Customer Lifetime Value

Customer lifetime value (CLV) is the amount of revenue a customer generates over the course of their relationship with your brand. By providing a positive CX, you can increase CLV by encouraging repeat purchases and customer referrals.

CX Improves Customer Acquisition

Word-of-mouth marketing is a powerful tool, and it starts with providing a positive CX. When customers have a great experience with your brand, they are more likely to tell their friends and family about it, which can drive new business.

CX Differentiates Your Brand

In a crowded marketplace, it can be difficult to stand out from the competition. By focusing on CX, you can differentiate your brand and create a competitive advantage. Customers are more likely to choose a brand that prioritizes CX over one that doesn’t.

In conclusion, CX is a marketing tactic that should not be overlooked. By focusing on CX, you can build brand loyalty, enhance brand reputation, boost CLV, improve customer acquisition, and differentiate your brand from the competition. To succeed in today’s competitive marketplace, businesses must prioritize CX as a core marketing strategy.

Daniel Murray
Daniel Murray