Checkout is one of the key points that make or break your conversion rate, but most brands have very little control in that arenaHow to create a more cohesive experience between your traffic sources and your sales pages"Optimizing" the happi

Running a Digitally Native Eyeglass Brand (with Ryan Fisher from Felix Gray)

Jul 20th, 2020 49m 44s

How Felix Gray helps customers find the perfect fit by combining digital and in-store experiences3 factors to work through: style, price, and brand equityCross-selling for a product that generally lasts for yearsHow different SKUs face diff

Redefining Customer Loyalty with Fiona Stevens from LoyaltyLion

Jul 13th, 2020 26m 33s

Overcoming customer mistrust of loyalty programsLoyalty emails perform ~14x better than standard marketing emailsHere’s the LoyaltyLion blogBuilding up a base of loyal customers is a great way to avoid a race to the bottom on priceDiffere

A Masterclass in eComm Logistics with Casey Armstrong, CMO at ShipBob

Jul 6th, 2020 36m 15s

How major players “pull the market up with them”Creating an Amazon-level experience through the entire customer journeyBalancing fast shipping with environmental concerns and the core elements of your brandDistributing fulfillment centers g

Exploring Steady Growth in DTC with Fred Perotta (Tortuga Backpacks)

Jun 29th, 2020 53m 3s

Iterating a product through some rough initial steps- the product itself might not necessarily be “there” but the right value prop and idea is an important startRetention for a product designed to last years“Acquiring an audience via content

Creating Retention-Oriented Paid Advertising with Savannah Sanchez of The Social Savannah

Jun 22nd, 2020 38m 49s

Diversifying ads to look native on newer social media platformsHow Facebook advertising has shifted over the past few years (and what that means for brands)The experience of an ad vs conversion rate aloneWhy dropshipping is more of a strugg

The True Power of Subscription with Chathri Ali from Recharge

Jun 15th, 2020 41m 18s

Why the customer portal is so important for subscription businessesCreating an education focus on the backend of a siteThe importance of keeping things exciting for a subscriber“Subscribers are really dictating how the merchant is creating

Bringing a Brick’n’Mortar Business Online with Sanjay Jenkins of Buff City Soap

Jun 8th, 2020 56m 27s

Balancing physical franchises and online salesUsing 10-digit phone numbers vs short codes for SMSReplicating the in-store experience online SMS becomes more scalable as your team figures out elements to automate but you need to really inter

How to Shape Your Business Ops for the 21st Century with Eric Best from SoundCommerce

Jun 1st, 2020 56m 51s

Amazon has incredibly low marketing costs for a business of its size because they’ve nailed down a competitive advantage in operations“You can only spend your way to growth for so long before you have to dig in and have a better understanding

Mastering Email, Popups, and SMS with Ben Jabbawy from Privy

May 25th, 2020 1h 6m

The biggest trends in email marketing right nowUsing email as a narrative channel- it’s a great place to build out your brand story for customersHow to use popups without being intrusive or damaging your brandMost cart abandonment happens b

Rethinking Acquisitions with Adrianne Verheyen and Grant Zanini from ADMission

May 18th, 2020 51m 41s

Agency fees v.s. Guru guarantees: where operators turn with questions about PPCThe central formula for ADMission’s approach to growth: Profit = (Visitors x Conversion Rate x 60-day LTV) - CostsFocusing on bottom line profit rather than top l

eCommerce (R)evolution with Marco Marandiz from Elliot

May 11th, 2020 1h 40m

Creating a cohesive set of experiences through the whole customer journey means nailing down your tech and focusing on intangiblesCreating a “value add” at every touchpoint instead of independent experiencesHow Elliot is built to even the di

How Battlbox is Changing the Experience Around Survival Products

May 4th, 2020 1h 21m

Customer-led buying, selling, and trading can help subscribers stay invested when they already have a ton of productHow engaged customers become part of the Battlbox teamDealing with both active and passive churnThe huge difference that a .

Digesting a Two-Part Conversation with Helena Hambrecht of Haus

May 2nd, 2020 33m 56s

Building a passion project into something much biggerIt’s not about creating a new habit- it’s reshaping existing rituals“Everything, to have a successful communication, is about context”Books referenced: Start With Why by Simon Sinek and O

Reshaping Consumer Habits with Helena Hambrecht of Haus (Part 2)

Apr 30th, 2020 38m 10s

The different kinds of alcohol shopping- impulse buyer vs loyal buyer What DTC brands can learn from the wine industry- here’s the thread Kris mentionsHow Haus uses events to build up community and loyaltyThe best subscriptions reward custo

Reshaping Consumer Habits with Helena Hambrecht of Haus (Part 1)

Apr 27th, 2020 1h 2m

Competing in a space that favors massive corporationsHow the American alcohol industry mirrors fast foodBuilding a product experience specifically around community and sharing is a powerful tool for organic growthCombining generations of wi

A Playbook for DTC Survival with Allen Burt from Blue Stout

Apr 20th, 2020 50m 50s

When things are tough, the weak points of your business tend to come to the surfacePositioning during the COVID-19 crisis doesn’t have to be entirely about the disease- there are a range of ways to look at your product in context of consumer

Building Genuine Trust in the DTC Market with Scratch Pet Food

Apr 13th, 2020 1h 18m

“Just because you have good branding doesn’t mean you’re entitled to trust.”The challenges (and opportunities) for subscription brands in different countriesBuilding up authority via social proofThe difference between replenishables and oth

Creating Long-Term Sustainable Growth in DTC with Brian Peters from Shopify

Apr 6th, 2020 1h 4m

“All great strategies focus on the why.”Huge amounts of VC money were poured into DTC in 2018 and 2019, but the brands that will thrive have more than just a growth strategy in mindHow influencers (and rappers) use a retention- and community

How Blume Created a Raving Community with Gen Z Customers

Mar 30th, 2020 1h 1m

Building a brand focused on the Gen Z marketHere’s BlumetopiaUsing a Close Friends list on Instagram and Facebook to build communityThe signs of success for a loyalty programHelping customers transition from traditional brands to organic

Shaping a Business around Community (+ Launching an SMS Program) with Eric Bandholz of Beardbrand

Mar 23rd, 2020 1h 5m

“The only way you can serve your community is to be involved in your community”Launching SMS grooming advice for customersUsing organic content as a key growth driverHow word of mouth can drive 18% of sales"Our products are a way for us to

Weathering Today's Crisis and Planning for Recovery (with Val Geisler)

Mar 19th, 2020 44m 22s

A few of the best emails we’ve seen:Scratch Pet FoodSummersaltUnbound BabesBlumeOther Mentions in this ep:Here’s the link to Unbound Babe’s Google SheetHere’s a direct link to the convo we mentioned on Twitter- join us!Here's the email

How Glossier has Transformed the Customer Experience with Erin Miller

Mar 16th, 2020 55m 56s

How Glossier builds their customer support team graduallyThe customer for a traditional beauty brand is a department store or Sephora- not the end user“You can’t make a business out of selling a lipstick once”The relationship with the custo

What to do with that LTV:CAC data: Bambu Earth on Creating Phenomenal Customer Experiences

Mar 13th, 2020 1h 17m

This episode is best enjoyed after Kristen’s interview with Taylor HolidayWorking with a (really, really) long post-purchase email flowBundled products can be great play for a higher LTVHere are a few fantastic emails to explore from Bambu

The Most Important Equation in Retention (with Taylor Holiday)

Mar 9th, 2020 1h 37m

Using CAC:LTV to build a better understanding of acquisition and retentionYou can use cohorts to track more than time- and the results are amazingData shows you what, but not whyRetaining employees internally for better customer retention a