23:17Miami 2025
San Diego 2024
The Brand Operator Playbook: Community, Product, and Growth
Chris Lang, Hans Harris, Greg Dalby, and MacCoy Merkley compare the decisions behind operating and growing consumer brands. Topics include customer feedback, community, storytelling, and inventory.
Watch it. Put it to work.
ABOUT THIS SESSION
Connect growth plans to operations.
Chris Lang, Hans Harris, Greg Dalby, and MacCoy Merkley compare the decisions behind operating and growing consumer brands. Topics include customer feedback, community, storytelling, and inventory.
For ecommerce founders, marketers, and operators working on brand building.
- Speakers
- Chris Lang
Owner, Fresh Chile - Hans Harris
Director of Growth, BrüMate - Greg Dalby
Former SVP of Omnichannel, Milk Bar - MacCoy Merkley
CMO, Portland Leather Goods - Recorded at
- San Diego 2024 ↗
September 2024
Speaker roles and platform examples reflect the session’s original context. This is an archived conversation.
TAKE IT BACK TO YOUR DESK
Ideas to put to work.
- 01
Connect growth plans to operations
Brand growth creates work beyond marketing.
Read this part · 07:06 ↓ - 02
Use customer feedback to guide the brand
Customers can inform product and communication decisions.
Read this part · 14:28 ↓ - 03
Give storytelling an operational foundation
Storytelling and new channels need a business that can support the response.
Read this part · 24:41 ↓
READ THE SESSION
The edited transcript.
A condensed, edited reading version based on the YouTube captions and session chapters. Repetition and unclear audience audio have been removed; the discussion is paraphrased for clarity, rather than presented as a verbatim transcript. Timestamps refer to the original video.
Original recording on YouTube ↗Connect growth plans to operations
Brand growth creates work beyond marketing. The panel discusses operational choices before turning to customer feedback and community. Their experiences show why an operator needs to consider the business supporting demand, rather than viewing acquisition as a separate activity.
Use customer feedback to guide the brand
Customers can inform product and communication decisions. The discussion connects feedback with the role of communities, including Facebook groups. The speakers compare ways of staying close to the audience and using those relationships to understand what the business should do next.
Give storytelling an operational foundation
Storytelling and new channels need a business that can support the response. The panel moves from brand communication into TikTok and inventory considerations. Those topics connect the customer-facing story with the product availability and execution required to make the experience work.
KEEP THE IDEAS COMING
Stay in the conversation.
3 SESSIONSPLAY IT BACK. PUT IT TO WORK.
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