How Glossier has Transformed the Customer Experience with Erin Miller

Playing for Keeps

English - March 16, 2020 12:00 - 55 minutes - 76.9 MB - ★★★★★ - 46 ratings
Marketing Business Entrepreneurship ecommerce retention dtc direct to consumer digitally native brands branding churn customer experience Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: What to do with that LTV:CAC data: Bambu Earth on Creating Phenomenal Customer Experiences

Next Episode: Weathering Today's Crisis and Planning for Recovery (with Val Geisler)

How Glossier builds their customer support team gradually
The customer for a traditional beauty brand is a department store or Sephora- not the end user
“You can’t make a business out of selling a lipstick once”
The relationship with the customer is more valuable than the transaction
Don’t try to shape customer behavior to your channels- shape your channels to customer behavior
Rethinking engagement across an entire business
Every interaction doesn’t need to lead to a transaction
A couple amazing Glossier emails: https://mail.mixmax.com/m/2ZrBxITEsPN3tDXIf and https://litmus.com/scope/zvv0kkybyi7l