Playing for Keeps

Playing for Keeps

playingforkeeps.fm
Retaining customers has never been more important for eCommerce businesses.


The Best of Season 1: The top 5 lessons, trends, and takeaways
Jan 13 • 35 min
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…
Ugly Drinks on maintaining brand standards across a global team with Hugh Thomas
Dec 30, 2019 • 32 min
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…
Bringing DTC brands into the subscription space with Kaleigh Moore
Dec 16, 2019 • 35 min
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…
Bite Toothpaste Bits on customer motivation and building from passion
Dec 9, 2019 • 77 min
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…
Deconstructing brand loyalty with Aaron Orendorff
Nov 25, 2019 • 70 min
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…
Customer Acquisition Vs. Retention: A Battle For DTC Brand Focus
Nov 5, 2019 • 17 min
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,…
How DRINKS leveraged deep personalization to turn Wine Insiders into a DTC powerhouse with Louis Amoroso
Nov 4, 2019 • 43 min
The world of wine is a $70 billion industry, with ship-to-home programs taking a bigger piece of the pie every day. While other brands are zeroing in on millennials, DRINKS is marketing to all wine enthusiasts, ages 21 - 91. Kristen sits down with Louis…
Ancient Nutrition on identifying promotions that extend subscription lifecycles with Jeff Schnepple
Oct 28, 2019 • 53 min
Retention is the name of the game for subscribe and save programs, but measuring the impacts of your promotions on LTV isn’t always an easy task. This week, Kristen chats with Jeff Schnepple, the Director of Marketing Technology at Ancient Nutrition, to…
Twice toothpaste on turning oral care into a meaningful ritual with Julian Levine
Oct 21, 2019 • 34 min
Without looking, could you remember the brand and flavor of the toothpaste sitting on your counter? When’s the last time you actually looked forward to brushing your teeth? These are the questions that brothers Cody and Julian Levine, alongside Lenny…
Wilson Hung on Increasing MRR with Kettle & Fire
Oct 14, 2019 • 63 min
Increasing MRR should be every eCommerce brand’s focus. But, it’s a complicated machine of moving parts. As Wilson puts it, “anything that’s complicated can be simplified and broken down into its individual inputs”. Tune in as Wilson breaks down his model…
Box of Style on quarterly subscriptions and approaching Black Friday Cyber Monday with Yana Moser and Jessica-Rose Garcia
Oct 8, 2019 • 30 min
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…
Allen Burt on increasing conversions into eCommerce subscriptions
Sep 30, 2019 • 55 min
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…
MeUndies on shifting to a membership with TJ Stein
Sep 16, 2019 • 35 min
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…
Understanding buying triggers with Katelyn Bourgoin
Sep 16, 2019 • 43 min
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…
Ritual on building customer habits with Laura Brodie
Sep 16, 2019 • 25 min
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…
Kopari Beauty on increasing average order values with Lanie DePasquale
Sep 16, 2019 • 34 min
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…
Four Sigmatic on community-driven content with Kaitlin Holliday
Sep 16, 2019 • 35 min
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…