Playing for Keeps

This week is a Playing for Keeps first, we have two guests on one episode! Box of Style is a quarterly luxury clothing and lifestyle subscription curated by Rachel Zoe. Tune in as Kristen sits down with Yana Moser, Director of Digital Strategy AND Jessica-Rose Garcia, Head of Member Experience, to learn how the team approaches retention with this lengthy break between shipments. Plus, learn how Box of Style is approaching the holiday season with a strategic, and customer-centric approach.

Many eCommerce brands are offering both subscriptions and ala carte items to their customers. While both streams of revenue are great, for many brands, getting customers into a subscription is a top priority. On this episode, tune in for a deep dive into this topic with Allen Burt of Blue Stout agency. Allen's clients include Inc. Magazine Top 500 brands, Shark Tank Success stories, Forbes 30 Under 30 founders, and more. From basic conversion tips to a thorough look at segmentation, Allen share's his top tips for boosting your subscription programs. Get your pens ready, you're about to walk away with an entire new set of tools.

There are over 11 million butts in the world covered by MeUndies, and their success is just beginning. In the past year, MeUndies shifted their subscription program to include a membership layer on top. Hear first hand from TJ Stein, VP of Customer Experience at MeUndies, why and how they implemented this membership (and how it's impacted retention).

Analyzing all the touch points a customer has with your brand is a start, but it still leaves out 95% of the buying story.

Buyer journeys begin way before your customer actually comes in contact with your brand. Understanding these passive buying triggers has allowed companies like Casper to get ahead of the competition. In this episode, Kristen sits down with Katelyn Bourgoin, 4x founder and customer research expert, for a deep dive into customer research, buying triggers, and building brand loyalty from day 1.

For replenishment subscriptions in particular, building customer habits is key to retaining customers and preventing the "too much volume" churn. From personalization to app development, Ritual has a strong focus on this particular area of retention. Tune into this episode with Laura Brodie, Director of Retention at Ritual, learn how Ritual helps their customers build healthy habits.

Imagine seeing your hero product on Amazon's best seller list for an entire year. That's exactly how Kopari Beauty made a splash in the natural beauty industry. Since selling out 5x on Amazon, Kopari has built a massive subscription program centered around their deoderant. Now, the team is working hard to increase average order value of those loyal subscribers. In this episode, Lanie Depasquale, Head of Retention at Kopari Beauty, digs into the nitty gritty on how they've leveraged personalization and education to increase average order value across the business.

It's so much easier to retain customers when you have a raving community built around your products. But how do you create content that drives that community excitement? In this episode of Playing for Keeps, Kristen sits down with Kaitlin Holliday, head of eCommerce + Data at Four Sigmatic to discuss their membership tactics, content development, and community-focused mindset.