CX After Hours · 2026-05-13 · 43 min
Most e-commerce brands think they have a retention problem. But according to Eli Weiss, they often have something deeper: a customer experience problem. In the first episode of CX After Hours, Eli joins hosts Guillaume Luccisano and Anya Kelly to unpack where retention really breaks - long before a customer churns, leaves a bad review, or opens a support ticket. They discuss why your best customers often leave quietly, why “deflection” is the wrong goal if customers still aren’t getting resolution, and why the boring parts of e-commerce CX - returns, refunds, exchanges, replacements, and policies - are often the moments that decide whether customers come back. Eli Weiss is VP of Advocacy at Yotpo and previously led CX and retention at brands including OLIPOP and Jones Road Beauty. He also writes the excellent All Things CX and Retention newsletter.
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Intro: Welcome to CX After Hours