Open Late Collective

Alongside our 'Done For You' services, we mentor managers and leaders to coach them in building out CX playbooks and brand experiences! We understand this can be a daunting task, but when you work with us at Open Late Collective, you have our full support. As an outcomes-focused agency, Open Late made a significant impact on Taste Salud: ?? $15k Saved ?? 200 Hours Saved ?? 6k Resolved Conversations with Automation ?? 50% Decrease in First Response Time Want these kinds of results for your own brand? Inquire to work with us! We love becoming CX besties and helping you BUILD DOPE experiences! #CustomerExperience #CX #Mentorship #OpenLateCollective

Customers don’t stay loyal to brands, they stay loyal to EXPERIENCES If your retention strategy is just “Hey, here’s 10% off your next order”, don’t be surprised when customers don’t become repeat customers. Customer loyalty isn’t built on discounts, it’s built on connection. It’s built on making the customers feel seen, valued, and like they’re part of something bigger. ? Want them to come back? Do this: → Personalized post-purchase flows that feel human, not automated spam → VIP experiences that go beyond a points system nobody actually uses → Engagement beyond the sale, community, conversation, and value If you want to create loyal, repeat customers, create an experience worth returning for. ?? So ask yourself, are you giving customers a reason to come back, or just hoping they will? #customerloyalty #cx #ecommerce

Traditional surveys and post-purchase reviews? Outdated... By the time you collect responses, analyze trends, and roll out changes, you’re already behind. E-commerce brands who are staying ahead on their CX & retention are using AI and machine learning to gather real-time, in-the-moment feedback, while customers are actively engaging. ? Here’s what that looks like: ?? AI-powered chatbots & instant surveys. Meet customers where they are, whether it’s post-checkout, in-app, or via SMS. ?? Predictive insights. Identify customer pain points before they escalate. ?? Automated feedback loops. Use real-time data to refine your customer journey, optimize support, and increase retention. CX is no longer reactive. E-comm brands NEED to stay ahead of the customers expectations before they even ask. ?? Ready to future-proof your brand’s CX? Let’s build a feedback strategy that actually drives retention. Let's chat. #cx #retention #feedbackloops #customerjourney

CX is WAY more than just customer support If you think customer experience is just answering support tickets, you’re already behind. CX is every single interaction a customer has with your brand, from the first time they land on your site to the post-purchase experience that keeps them coming back. ? A seamless CX strategy impacts: ?? Conversions – If your checkout is slow or confusing, people will leave. ?? Retention – If the experience isn’t memorable, they won’t come back. ?? Brand reputation – A frustrating process will get you bad reviews and lost trust. Yet so many brands only focus on CX when something goes wrong... ?? If you’re not proactively making your customer journey effortless, intuitive, and enjoyable, you’re losing customers before they even get to try your product. It’s not just about fixing problems, it’s about removing friction before it even happens. ?? Want to optimize your brand’s CX for higher retention & sales? We’ve got you. DM us to chat. #cxoptimization #customerexperience #brandexperience #ecommercebrand

Another After Hours epi is here ya'll! Join,Jess Cervellon and Ali Rose VanOverbeke on March 10th as they talk all things e-commerce marketing tactics E-comm founders, operators, and marketers, this one’s for you ?? We’re back with AfterHours LIVE on March 10th, and this time, Jess Cervellon is sitting down with Ali Rose VanOverbeke, Director of Marketing at Kadeya. They’re breaking down real e-commerce marketing - what’s actually working, what’s not, and how to sustainably scale without the fluff. Pull up, take notes, and get the insights you won’t find anywhere else. Live on LinkedIn, don’t miss it ??

?? They didn’t leave, they just forgot about you. Most e-commerce brands assume that when customers stop buying, they’re gone forever. Wrong. They left because: ?? They forgot about you. (Your brand isn’t top of mind.) ?? They had a bad experience. (And no one followed up.) ?? You never gave them a reason to come back. (Ouch.) A strong win-back campaign does more than just send a “We miss you” email. It re-engages, re-sells, and rebuilds trust. ? Hit them with personalized recommendations based on past purchases. ? Use time-sensitive perks (not just another lazy discount). ? Get direct feedback - why did they leave, and what would bring them back? If you’re not actively winning back lapsed customers, you’re leaving money on the table. Ready to turn ghosted customers into repeat buyers? Let’s talk ???? #winbackcampaign #customerretention #ecommerce #cx

?? Your welcome email isn’t just an intro, it’s your first chance to turn a new customer into a loyal fan. Too many brands send a generic “Thanks for signing up!” email and call it a day. But the smartest brands? They use welcome flows to build relationships, increase conversions, and set the tone for long-term loyalty. Here’s what every high-performing welcome email flow should include: ? Email 1: The Warm Introduction – Who you are, what you stand for, and why customers should be excited they found your brand. ? Email 2: Value & Trust-Building – Share your mission, customer reviews, or social proof to make new subscribers feel confident in their decision. ? Email 3: Personalized Recommendations – Highlight bestsellers or offer product suggestions based on their browsing behavior. ? Email 4: The Gentle Nudge – A reminder to use their first-time discount or check out your latest collection. ???Brands that master their welcome flow see higher engagement, better conversions, and stronger retention right from the start. ? Want to optimize your brand's email marketing? Let’s talk. #emailmarketing #welcomecampaign #ecommercemarketing

?? If the only way you can move product is by slashing prices, your brand has a problem. Constant discounts devalue your brand and train customers to never pay full price. They start waiting for sales instead of buying when they actually want something. And worst of all? Smaller margins make it harder to scale profitably… Instead of racing to the bottom, try this: ? Reward loyal customers with exclusive perks instead of mass discounts. ?? Create urgency with limited-edition drops (FOMO sells). ?? Boost AOV with strategic bundling & upsells instead of slashing prices. Smart brands don’t chase discounts - they create demand. Follow for more retention-driven e-comm strategies that actually scale. #ecommercemarketing #brandmarketing #customerretention #retentionstrategy

What metrics you should be measuring ↓ Your CX data holds every insight you need to improve retention, increase conversions, and create a seamless customer journey. But here’s the catch - it’s not just about collecting data, it’s about knowing what to do with it. ?? Here’s what you should be tracking: ? Customer Effort Score (CES): How easy is it for customers to shop, return, or get help? If it’s not effortless, they’re leaving. ? First Response Time: If your support team is slow, customers will bounce - simple. ? Repeat Purchase Rate: Are customers coming back, or was it a one-time fling? ? Support Ticket Trends: Are the same issues popping up? That’s a CX red flag. ? Checkout Abandonment Rate: If people are dropping off before buying, your UX needs work. The best brands don’t just look at the data - they use it to make customer experience a competitive edge. ?? Ready to turn insights into action? ?? Download our FREE CX Blueprint now! https://lnkd.in/gzRgwR9Y #cx #datameasuring #customerexperience #retentionmarketing

Jess Cervellon is the founder of Open Late Collective with 15+ years of experience in CX and marketing. She is a former VP of Customer Experience at Feastables. Catch Jess later today in Chicago: https://lnkd.in/dqvXqZ4Q