Kristen LaFrance is a huge advocate for people before metrics. Because if her years of experience as a retention expert taught her one thing, it’s this: Great customer experiences naturally lead to customer retention.
In this episode of The Checkout, Kristen breaks down her “direct-to-people” playbook of achieving extraordinary outcomes when brands put people at the heart of their business. Find out:
““Brands that have a story, a purpose, a mission, a reason that they exist outside of we-made-a product-and-we-want-to-sell-it, those are the brands that are honing in on that human to human connection and understanding where their products fit into a larger life that their customers are living. It leads to real customer relationships. It leads to product innovation.”Kristen LaFrance, mayor of DTC twitter & retention expert
Kristen LaFrance is rightfully called a customer retention expert. She is also the mayor of DTC Twitter.
Previously she was the director of community at Repeat and hosted the Resilient Retail podcast for Shopify. Her written work has appeared on Privy, Honest eCommerce, and Modern Retail.
When she’s not growing communities or running customer experience audits, she spends her time hiking in the mountains of Colorado or obsessing over her rescue dogs.
The DTC Fam is a friendly community of DTC enthusiasts started by Kristen LaFrance. Follow this group and learn about DTC brand marketing playbooks, what’s happening in retail, celebrating wins, and connecting with friendly people from the DTC community.
Learn more about DTC Fam on: Twitter
In today’s episode, Kristen LaFrance, mayor of DTC Twitter, breaks down how DTC brands can pull ahead as commerce shifts to be more customer-centric.
Here are the highlights: