Welcome to Brilliant Commerce where we get real operators behind iconic brands around a table to discuss what actually makes these brands tick. As our host (and Founder/CEO) Bryan Mahoney puts it: "It's not magic. It's hard work."
In this second episode, Bryan sits down with Ali Weiss (former CMO of Glossier) to explore the evolution of direct-to-consumer marketing from the early days of social media through today's AI-powered landscape. As one of the architects behind Glossier's iconic brand building, Ali shares candid insights about creating authentic customer relationships at scale.
This conversation digs into both strategic and tactical approaches to brand building - from balancing qualitative and quantitative inputs to measuring customer experience effectively. Ali shares specific examples from her decade at Glossier, including memorable campaigns and how the team approached major retail moments like Black Friday.
Topics discussed:
- The early days of D2C brand building and social media marketing
- Creating the Glossier marketing playbook without traditional marketing experience
- Evolution of Black Friday/holiday strategy as retail has become more omnichannel
- How to balance performance marketing with long-term brand building
- Practical approaches to measuring customer experience beyond NPS
- The role of data in creative decision making - being "data informed" vs "data driven"
- Managing major brand campaigns like Body Hero launch
- Current views on AI's impact on marketing and importance of human oversight
- Finding the right mix of qualitative and quantitative inputs for marketing decisions
- Specific examples of reactivating hero products effectively
- The critical balance between brand vision and customer voice
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