Playing for Keeps

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 unique method of sequentially bundling products.

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 some amazing tips, tricks, tactics, and advice.

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 reveals her enneagram number.

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.