340: Experiences From a Fast-Growing Brand + a Case for Keeping Marketing and Customer Support Teams Close

Facebook is smarter than you, and your customers are better marketers. (Learnings from working at a fast-growing brand.) 

Today’s guest is our own Brand Growth Experts Marketing Manager, Lily Ackerly. 

We’re talking about Lily’s journey being one of the first employees at a fast-growing brand and what she’s learned from really teaching herself the ropes in eCommerce. 

Lily also has a lot of experience in customer support - and we’re going to give you some reasons why you should keep your marketing and customer support teams close and engaged with each other. 

You’re going to be hearing more from Lily on the podcast so this is your first opportunity to “meet” her and hear some of her ideas. 

Episode Highlights:

• 5:49 Lily’s start in eCommerce at a fast growing brand 
• 7:49 Team set up in the early days of a business 
• 8:45 Wholesale and the word of mouth benefits it gives 
• 9:47 Facebook in 2016
• 13:31 Learnings from Facebook ad account management 
• 14:57 Keeping advertising (and reporting on it) simple 
• 17:55 Culture first when growing a team 
• 19:03 The importance of customer support & connecting it to marketing 
• 19:58 Advice to get out of the customer support weeds 
• 24:12 Why having a creative design team is more important than ever 
• 28:23 What a successful agency partnership looks like 
• 32:44 The importance of connecting with other eComm people and why it’s better than books
• If you’re interested in connecting with other eComm owners check out our Brand Growth Accelerator
• 34:20 Advice from Lily: keep it simple 
• 35:24 Campaign and promotion tips 

Resources:

• The Brand Growth Accelerator (apply today: next cohort starts Feb 15, 2022)
• The Brand Growth Membership
• @a_brawn on Twitter
• Review or subscribe on iTunes