Coherent Thoughts - Kristen LaFrance, Head of Resilient Retail @ Shopify

Coherent Thoughts Podcast

English - May 27, 2021 04:00 - 42 minutes - 29 MB - ★★★★★ - 3 ratings
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Previous Episode: Coherent Thoughts - Rachel Cowlishaw, Associate Director of Strategy at Movable Ink

Next Episode: Coherent Thoughts - Doug Stephens, the Retail Prophet

In this episode of Coherent Thoughts, host James Glover speaks with Kristen LaFrance about digital transformation in retail. James and Kristen draw on her background in retention and digital experience, discussing retail’s rebound in 2021, the advantage that bricks and mortar retailers have over digital natives, using personalization to minimize churn, and much more.

Kristen LaFrance is the “Mayor of DTC Twitter” and head of Resilient Retail with Shopify, whose work has appeared on Privy, Honest eCommerce, Modern Retail, Lean Luxe, and more.

Her focus is retention as a natural outgrowth of a great customer experience.

“It’s about people over metrics, treating your customers as unique human beings with goals, dreams, and desires.”

For the article mentioned in the podcast, visit: https://medium.com/@kristenndecosta/customer-acquisition-vs-retention-a-battle-for-dtc-brand-focus-43b675c72616