Unconventional Business

Every Scoop Counts: How Gelato Messina Built a Brand Identity and Redefined CX

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What does it take to grow a brand from one small store in Darlinghurst to a household name serving up the best gelato in Australia (and arguably, the planet)?


In this live session at Mumbrella 360, Kat gets the inside scoop from Declan Lee - co-director and co-founder of Gelato Messina. We explore this iconic Aussie brand's journey from its early days to its widespread popularity, how it has cultivated a loyal following, dealt with the copycats and what exciting plans are on the cards next.


Key Episode Moments:

  • Declan's unique background and career journey from physiotherapy and DJ-ing to co-founding a gelato brand
  • The Gelato Messina story - early days and things falling into place
  • Vertical integration and buying a dairy farm
  • Redefining customer experience at every level
  • Pushing the limits of brand stretch and collaboration
  • Embracing creativity and innovation in product development
  • The importance of balancing a good product with a great experience
  • Building a winning culture for employees
  • Addressing competition and imitation in the market
  • Plans for international expansion and regional growth
  • Proactive community engagement and customer service focus to build brand advocates


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    Unconventional Business was written and produced by HubSpot Australia and VidPod.

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