Episode Summary:

Conversational marketing is one of the cornerstones of building a successful eCommerce store, but the conversation goes much deeper if it is personal. Figuring out what that actually means in practice can be difficult, especially as your company grows and it becomes necessary to automate more and more of your communications with customers. Over the next 4 episodes, Jeremy, Ben, Mark, and some special guests will get into what it truly means to personalize your sales and customer service, and how to make it work for you at scale. 


In this episode you’ll learn:

  • How to bring more personalized relationships to your brands.¬†
  • Basic strategies, how to think about personalization.
  • How to establish the KLT (Know, Like and Trust) relationship
  • Strategies to keep things feeling small and local as you grow.¬†
  • Why you need to reply to everyone. Especially in the early days.
  • How to share your journey and build relationships with customers.
  • What is the birthday club?

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Sponsor Section

This series is presented in partnership with Octane AI and Gorgias. 


What if your brand could leverage more customer data to combat data privacy changes and boost conversions? With Octane AI, every Shopify and Shopify Plus merchant can. 


Featuring Shop Quiz and Conversational Pop-ups, merchants use Octane AI to get to know customers on a deeper level by collecting zero-party data. 


Using this data, you can engage with your customers through personalized campaigns and flows across all channels, building lasting relationships. 


The ROI from using Octane AI is incredible: brands have increased email signups by 16X and driven a 28% increase in AOV.


Octane AI has plans for any-sized business. Learn more and get started on your zero-party data journey at OctaneAI.com/Mastermind.


Did you know that loyal customers are 9x more likely to convert compared to a first-time shopper?  That's why using personalization to deliver exceptional customer service is so important for your retention & growth. 


Gorgias combines all your communication channels including email, SMS, social media, livechat, and phone, into one platform and gives you an organized view of all tickets. 

This saves your support team hours per day and makes managing customer orders a breeze. 


With Gorgias you can see the customer’s order information right beside tickets, so you can personalize responses with things like their first name, order, and tracking number. 


Brands like Princess Polly, OLIPOP and Steve Madden have reduced their response times and increased efficiencies with Gorgias. For more information, go to gorgias.com and mention the Messenger Mastermind podcast for two months free.

Sep 7, 2021
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