Ecommerce Food for Thought

Amanda Hesser believes that food is at the center of a life well-lived, and it is that belief that led her to co-found Food52 in 2009. 

Food52 is a community-centered blog and eCommerce store that reaches more than 24 million people a month. But no platform builds itself, and in the case of Food52, this massive community of users was brought together through a set of unique engagement tactics that Amanda has iterated on and refined over the decade-plus that the company has been around. It’s a strategy that any company would envy, and one that she shares with us today. 

On this episode of Up Next in Commerce, Amanda explains how she and her team were able to use high- and low-touch ways to get users involved, and why that engagement created a sense of buy-in that made Food52 scalable. As Amanda explains, engaged users don’t just help with content generation, they also provide valuable insights into consumer trends and have helped inform Food52’s latest offering, an exclusive product line that is helping further boost its revenue into the tens of millions.

From tips on building a community, to dropshipping products, and launching a new product line, tune in to find out all of that and more.

Main Takeaways:

• Building A Community: The platforms that last are those that give users a sense of ownership in the community being created. Engagement is necessary to achieve that end, but not everyone wants to engage in the same way. That’s why it’s important to create high-touch and low-touch ways to get — and keep — people involved.
• Getting the Feedback You Need: Your customers are full of ideas on what’s working, what’s not, and what to try instead. But tapping into those ideas is easier said than done. To access that honest feedback, you need to meet your customers where they are. Generic product surveys often go ignored. Instead, hang out on social media, ask open-ended questions, and engage with your customers in an organic way.
• It’s Never Easy: Whether you are creating content or building a user base, there are no infallible methods to find success. You can’t be wedded to any one idea, platform, channel or content type. Try new things, explore new strategies, and don’t fall into the trap of becoming complacent just because one thing is working right now.

For an in-depth look at this episode, check out the full transcript below. Quotes have been edited for clarity and length.

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Transcript:

Stephanie:

Welcome back to another episode of Up Next in Commerce, this is your host, Stephanie Postles, co-founder of Mission.org. Today on the show, we have Amanda Hesser, the co-founder and CEO of Food52.

Stephanie:

Amanda, welcome!

Amanda:

Thank you so much for having me, hello.

Stephanie:

So, I was just looking through the Food52 website, and it's absolutely beautiful. I love everything about it, the theme, the concept, I mean, the design, really, really beautiful. Tell me a little bit about how you came upon starting it. What made you want to found that?

Amanda:

Sure. Well, my co-founder Merill Stubbs and I co-founded it together, and we did so because we were both journalists and editors and trained cooks, so we were professionals in the field, but we were professionals because it was a passion of ours. We love food, we love home, we love cooking and traveling and eating, and we just felt that a couple things were happening. One was just that food was really shifting from being this niche topic in our culture to something that was just much more ingrained in Americans' identities and lifestyles, frankly.

Amanda:

And there was this real sea change happening in the industry and that was really exciting to us, as people who care about food. But we also felt like as a result, what we were being served with as consumers, meaning the content that we had available to us, the products, the conversation, interaction, the community was lacking and really wasn't keeping up with the evolution of its place in our culture, and we felt like there was an opportunity to serve people better to create a very different kind of company than had existed before, one that was much more a 360-degree and also selfishly, we wanted to create this world and this hub for ourselves. You know? We felt a lot of great companies are born out of an unsatisfying consumer experience, and I think that definitely was a piece of what drove us to create Food52.

Stephanie:

That's awesome. So, how long has it been around?

Amanda:

So, we launched Food52 in September of 2009, so we are 11 years old, which is both I think on one hand, is an incredible accomplishment and is also... It is not a surprise to us that it has taken us sort of this amount of time to get where we are, because we understood going in that when you're building a brand, when you're really trying to create an emotional connection with your readers and your followers, that it takes time. It's not something you can do overnight. On the other hand, being a startup and being 11 years old, I think once you pass the three-year mark, you start entering dinosaur-hood.

Stephanie:

Yeah, everyone else that you started with is gone. You're like, "Oh, it's just me left."

Amanda:

Yeah, there is a survival feeling, which is nice. But also that it's an industry and world that is always looking for the next. So, if you've made it beyond three years, you're no longer the news. But it's actually I think in many ways, in terms of running the company, it's been so great to... Actually, I think once we hit kind of eight years, where we're really not only just more of an established company, but able to really broaden what we were covering as a media company, really ambitiously pursue our commerce business.

Amanda:

The business just became much more interesting, and it's a complex business, so it's not something that you can... We started focused on content because we understand the power of content to build that relationship. And also to really build brand identity and that was to us, the most important thing that we could do in the beginning. And then we methodically kind of added, layered on all the things that we do now. And I think that even if you were starting today, that is the way to do it, because you couldn't... A, you couldn't get funding to do all the things that we do now. But also, we wouldn't want to, because it's sort of... You really need to build that relationship and you can't just kind of [inaudible] press the consumer with like, books and a site and recipes and content across cooking and home, and a presence on all the social channels. There's a lot of stuff that we do that I think had to sort of slowly evolve.

Stephanie:

So, yeah. I want to kind of dive into the evolution of your brand, because I think I recently read that you guys reach 24 million people month, is that right?

Amanda:

Yes, mm-hmm (affirmative). Yeah.

Stephanie:

That's amazing. So, I want to kind of hear how did you all start out, and then where are you now?

Amanda:

Sure. So, as I mentioned earlier, we started by focusing on content, and we started very much in the kitchen. Because we felt that is the core of our premise, which is that we see food at the center of a well-lived life. And we serve people who believe in that. We felt like the kitchen and cooking was always going to be kind of our core strength, and so when we began, the vast majority of our content was focused on cooking. We did recipe contests, and we did that because it was a way to test a content model that we felt like was underused online. Which was there was lots of user-generated content, but it wasn't done in a way that really served other readers well and really celebrated the content creators. We wanted to become this platform for them, and what we provided was in some ways, you could look at it as production services, right? People could contribute their recipes, and then we would photograph, then we would test them, and then we would distribute them across a bigger platform, our platform.

Amanda:

And that was the way that we built community and we created lots of ways for people to get involved. So, it wasn't just for the people who were creating recipes, it was also for people who if you wanted to become a recipe tester, you could do that, or if you wanted to vote on the recipe contest. We created lots of different kind of high-touch and low-touch ways for people to have meaningful engagement and involvement in the curation of the content, and that was something that really hadn't been done well before, and we felt like it was a way to not only build community, but also create a scalable model and send the message that this is a community-driven company that cares a lot about high-quality content, and we can build this together. And we can start with recipes, and then we can build out from there.

Amanda:

And what we did do was through our recipe contests, we were able to identify really great home cooks who maybe they had a blog, maybe they didn't, but they didn't have a platform that was sizeable. And we were able to provide that for them, and we got them to then write articles for us, and some have done cookbooks f