In the words of founder and CEO Jordan Gal, CartHook is “expanding the canvas on which a brand can operate.” That means a customizable checkout for better customer experiences all the way through the journey. CartHook has evolved alongside the DTC market, and this conversation is loaded with tips for community-building, upselling, creating great landing pages, and more.

Blue light filtering glasses are one of those long-term products that we don't usually think of in terms of retention. On this episode of Playing for Keeps, Ryan Fisher, Senior Growth Marketing Manager at Felix Gray, talks Kristen through the ways that the brand is working to build a base of lifelong customers.

Customer loyalty is so much bigger than repeat purchases- it’s about creating passionate brand advocates that connect with you on a range of levels. It’s about providing genuine value as the basis of an ongoing relationship. On this episode of Playing for Keeps, Fiona and Kristen dig into creative ways for brands to re-approach their loyalty programs.

ShipBob provides Amazon-level logistics to DTC brands- basically, evening the playing field in one of the toughest areas for smaller businesses to compete. Casey Armstrong is an expert in marketing, fulfillment, and the eComm space as a whole, and his conversation with Kristen is all about the details. They dig into the different steps that brands can take to cut costs, increase revenue, and focus where it counts.

As a brand that sells a long-lasting product, retention might not be the first thing that comes to mind when you think of Tortuga Backpacks. Thing is, they're working hard to find innovative ways to build customer loyalty- especially when it comes to content. They’re a fascinating example of a business that’s taken a slow and steady approach to bootstrapped growth. Fred and Kristen dig into the ways that Tortuga is increasing AOV and creating meaningful customer relationships, plus their...

Advertising costs are rising, and a lot of brands are taking a long, hard look at the ROI for their paid ads. That means really understanding the lifetime value of their customers. An expert in digital advertising, Savannah Sanchez works with businesses to improve the customer journey from the beginning. This episode of Playing for Keeps is all about loyalty from the very first touchpoint with customers. So how can your brand create a great experience within your advertising? Savannah has...

As COO of Recharge, Chathri Ali works at the frontlines of DTC, helping the industry prepare for and respond to shifts in commerce in the 21st century. This conversation digs into in-depth examples from a ton of top brands, from FourSigmatic to Atlas Coffee to StitchFix. Kristen and Chathri talk about tracking ROI, building a better CX platform, figuring out shipping cadence, subscription vs membership, and so much more.

Sanjay Jenkins has brought grit, determination, and a love of the game to his work in eCommerce, and it's really paid off. As Director of eCommerce at Buff City Soap, he’s had tons of opportunities to explore and experiment in the digital space. In this episode of Playing for Keeps, Sanjay talks through his process of building out an SMS channel, bridging a physical location and a digital store, and how Buff City works to improve the day-to-day lives of their customers. Bonus: Kristen...

Operations aren't really sexy. It’s a side of most businesses that doesn't respond to flashy moves or easy hacks. It’s also one of the key areas for creating great customer experiences. Done right, your business can really live out your brand promises. SoundCommerce opens up an enormous range of data for smoother operations and better customer experiences. This week on PFK, founder and CEO Eric Best shares his playbook for optimizing every step of the journey.

Email, popups, and SMS are some of the most powerful tools out there for relationship-building, and Privy is a major leader in the space. Kristen’s conversation with founder and CEO Ben Jabbawy digs into the ways that these different channels can work together to create the maximum level of connection with customers. This episode is full of foundational tips for a stronger communication platform, higher conversion rates, and a more streamlined, effective brand narrative.

It’s more expensive than ever to acquire customers online, and in an increasingly competitive market, it takes a lot of grit and focus to stand out. Thing is, your acquisition funnel will only go so far without leaning into those customer relationships long-term. ADMission experts Adrianne and Grant are leaders in the DTC space when it comes to increasing ROAS, but they’re also educators that help operators take charge of their paid advertising. This episode is all about connecting your...

Codeless eComm platform Elliot is creating a lot of buzz in the eCommerce world right now, and with good reason. Co-founder and Head of Marketing, Marco Marandiz, is a veteran of the consumer tech space, and he’s all about using that experience to push the market into exciting, unexplored territory. This conversation digs into the ways that commerce is revolutionizing right now. Kristen and Marco go deep on multichannel marketing, brand building, entering a vertical with really established...

John Roman didn’t expect to become a key member of the Battlbox team. As an initial investor, it was really the astounding growth of the business that brought him into the fold as a full-time leader in the business. John talks about discovering demand, testing new products with your community, and getting infected by the enthusiasm of your customers. Battlbox has amazingly invested fans and it all comes down to a top-notch brand experience and fantastic products. Plus: how a Reddit-style...

Kristen and Helena covered a lot of ground in their two-part conversation, and that means Kris and Val have their work cut out for them parsing through it all. This special digest caps off a three-episode run, exploring everything from customer personas to developing markets; branding trends to organic growth strategies. If you’re still working through everything you’ve heard in the last couple episodes, this digest is everything you need to tie it all together.

Last episode we dug really deeply into the ways that Haus built out their space in the liquor market. This time, Kristen and Helena talk about one of the biggest strengths of Haus: retention and customer loyalty. From their new subscription component to their in-person community events, it's a conversation loaded with tactics, tips, and storytelling.

Haus is one of the most exciting brands in the DTC space right now. Combining a product steeped in cultural tradition with a cutting edge 21st century approach to eCommerce, they’re working to reshape the ways that Americans consume alcohol. Kristen’s conversation with founder Helena Price Hambrecht is all about the ways that Haus has both built their own market and disrupted a broader industry. Part two coming soon.

We’re all struggling to figure out how COVID-19 is going to impact our businesses and our lives moving forward. There are no easy answers, but there are a lot of steps you can take to strengthen your brand in the long run. This week’s PFK episode is all about navigating the crisis with a playbook from one of DTC’s best and brightest. From messaging to conversion optimization to increasing AOV, Allen and Kristen dig deep into the tactics that top brands are using to stay strong under pressure.

Personal touches, incredible experiences, following through on promises, and keeping things interesting: that’s the formula that Scratch Pet Food has used to disrupt their industry. The results have been pretty amazing. Changing your dog’s food is a huge step, and trusting a new brand isn’t easy, but Scratch works hard to help their customers transition with confidence. Kristen and co-founder Mike Halligan dig deep into relationship-building this episode, with a particular focus on the...

As Strategic Partnership Manager at Shopify, Brian Peters is all about using 21st century technology to help merchants get to the next level. That said, at heart, his focus is still 100% on the people. Brian talks to Kristen about VC funding and bootstrapping, building out a retention plan as acquisition costs grow, and navigating the rise of SMS in the DTC space. This week’s episode is all about long-term, sustainable growth and making plays that can pay off in the long run.

Blume’s focus on customer education goes way beyond their products. They’re all about helping teens and their parents navigate a really difficult time, and that makes for super engaged fans of the brand. Thing is, they’ve built up a dedicated following among millennial customers as well. Blume is a brand that knows their ideal audience, but crafts amazing experiences that go way beyond a demographic. Kristen and Blume's Head of Growth, Kristin Eberth, talk about the things that set Blume...

Eric Bandholz bootstrapped Beardbrand from the very beginning all the way to their current place at the top of the male styling market. How? Well, for one thing, by creating a brand that focuses on storytelling and individual connections. Kristen and Eric dig deep into BB’s new SMS channel, how they've built word of mouth to nearly one fifth of acquisitions, and some amazing customer stories.

Val and Kristen are exploring the questions that we’re all asking right now. How can DTC brands handle the current crisis? Should we communicate more? Less? How do we approach selling with tact and delicacy in tough times? It’s a pretty wide-ranging conversation, with examples and advice pulled from great operators in the community. Obviously, no one has the answers right now. This episode is a chance to talk through, explore, and knowledge-share while we collectively take stock and...

Glossier is a monolith in the online beauty business, and they’ve gotten there by building incredibly personalized connections with their customers. This episode of Playing for Keeps is all about the ways that brands can scale authentic relationships over time. Erin Miller, head of customer experience at Glossier, talks about great micro-interactions, taking a customer’s perspective in communication channels, and the connection between employee retention and customer retention. Plus: how to...

What does long-term growth look like for DTC brands? How can businesses focus on profitability beyond the initial sale and into the next 3, 6, or even 9 months? It’s not always easy for cash-hungry startups, but it’s vital for sustainable scaling. Kohlman Verheyen’s work with Bambu Earth is a great case study for combining metrics with genuine customer connections. Kohlman digs into their founder-first approach, the success they’ve had with product bundles, and the communication plan they...