17 episodes

Retaining customers has never been more important for eCommerce businesses. Join Kristen LaFrance, eCommerce retention specialist and head of community at Churn Buster, as she interviews guests from the top subscription businesses to learn how the best in the DTC space are retaining customers. If you're growing a subscription based business, running a subscribe and save program on your site, or just plain interested in hearing stories from the top DTC businesses, Playing for Keeps is for you.

Playing for Keeps Churn Buster

    • Marketing

Retaining customers has never been more important for eCommerce businesses. Join Kristen LaFrance, eCommerce retention specialist and head of community at Churn Buster, as she interviews guests from the top subscription businesses to learn how the best in the DTC space are retaining customers. If you're growing a subscription based business, running a subscribe and save program on your site, or just plain interested in hearing stories from the top DTC businesses, Playing for Keeps is for you.

    The Best of Season 1: The top 5 lessons, trends, and takeaways

    The Best of Season 1: The top 5 lessons, trends, and takeaways

    Before we move on to a new season, new guests, and some exciting new tips and tricks, let’s take a look back at everything we learned in season 1. Kristen runs through some of the standout moments from Playing for Keeps so far and how they set the stage for 2020’s year of retention.

    It’s bite-sized, it’s sharp, and it’s loaded with some of the best advice you’ll get all year.

    • 35 min
    Ugly Drinks on maintaining brand standards across a global team with Hugh Thomas

    Ugly Drinks on maintaining brand standards across a global team with Hugh Thomas

    Throughout season 1 of Playing for Keeps, we've talked a lot about the importance of upholding brand standards across different channel of communication. This can be really tricky for growing DTC businesses already- imagine doing it across two different markets simultaneously. This has been a huge focus for the Ugly Drinks team as they expand from the UK into the US. In this episode, Hugh Thomas, Co-Founder of Ugly, explains how his team is divided between markets, and how they bridge the two to create a brand that can speak globally AND locally. Glocally, if you will.

    • 32 min
    Bringing DTC brands into the subscription space with Kaleigh Moore

    Bringing DTC brands into the subscription space with Kaleigh Moore

    Kristen goes deep with writer and DTC expert Kaleigh Moore, a veteran of the Churn Buster blog, not to mention Forbes, AdWeek, and more.

    This week on PFK is a little different. With the recent explosion of brands entering the DTC space, Kris and Kaleigh look at some of the most exciting players and workshop ways that they could grow with a subscription model. From Outdoor Voices to Casper and Allbirds, this conversation digs into product discovery, working with an engaged community, and the future of the DTC space in 2020.

    • 35 min
    Bite Toothpaste Bits on customer motivation and building from passion

    Bite Toothpaste Bits on customer motivation and building from passion

    What does it mean to really understand your customers and craft your business around their wants and needs? That’s what retention is all about, right?

    This week Kristen goes deep with Asher Hunt, co-founder and COO of Bite Toothpaste Bits, to talk about starting a business from passion, what authenticity really looks like in business, and how to grow and scale in the wake of a viral video. Plus, they get into the cadence of a delivery schedule and how a customer-focus can drive brand loyalty.

    • 1 hr 17 min
    Deconstructing brand loyalty with Aaron Orendorff

    Deconstructing brand loyalty with Aaron Orendorff

    Brand loyalty is a coveted metric in the game of retention. But, what does brand loyalty actually mean? And how do modern DTC brands begin to build deeper connections with customers to encourage repeat purchases and extended LTVs? Kristen and Aaron Orendorff, founder of iConicontent and previously editor in chief at Shopify Plus, go on a super deep dive into this uber important, yet elusive metric. Tune in to hear Aaron's top tactics for actively driving customer loyalty through storytelling, brand aesthetics, loyalty programs, and content with examples from companies like Tracksmith and Pura Vida. Plus, learn who is the Most Handsome Man in Portland (hint: It's not a human).

    • 1 hr 10 min
    Customer Acquisition Vs. Retention: A Battle For DTC Brand Focus

    Customer Acquisition Vs. Retention: A Battle For DTC Brand Focus

    Why is retention so hard for DTC brands to focus on, despite knowing how powerful it is? I've been pounding my head against the desk asking this question again and again. Data proves it's one of the biggest growth levers, CAC is too high to keep chasing, and yet, ecommerce brands still aren't shifting enough focus and effort to this side of the equation.

    I couldn't figure it out, so I tapped the experts for this one. Hear from Web Smith, Reza Khadjavi, Jarid Lukin (KIND Snacks), Kaitlin Holliday (Four Sigmatic), Val Geisler, Jordan Gal, Aaron Orendorff, Taylor Holiday, Brandon Doyle, Matt Goldman, Ken Johnson (previously Manpacks) and more. Learn what's holding YOU back, and what you can do about it, b/c the brands brave enough to shift perspective will be the ones thriving in 3-5 years.

    • 17 min

Customer Reviews

Shree Summerlin ,

The Podcast I Never Knew I Needed

I am over the top in love with Kristens devotion to researching DTC tactics and techniques and then compiling that research to bring directly to our ears. She is a true marketer and I look forward to learning more with her in her future podcast episodes!

Mrcasualhipster ,

#subscribeNOW

Came for the tear downs, stayed for the pod!

psc239 ,

Love it!!

I listen to a LOT of podcasts on e-commerce, marketing, and startups. This one is definitely at the top. And it’s the best out there specifically regarding customer retention. 👊👊

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