The Frictionless Experience How True Classic Turned T-Shirts into a 40,000-Member Community with Breanna Moreno
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Dec 16, 2024 
Breanna Moreno, VP of Customer Experience at True Classic, discusses how the brand transformed from a DTC model to a thriving, 40,000-member community. She reveals that their customer support team significantly boosts lifetime value by engaging proactively with clients. Breanna also highlights strategies in omnichannel retail, including partnerships with Kohl's and Sam's Club. Additionally, she delves into the importance of authentic connections and gathering feedback through innovative platforms, emphasizing community-driven initiatives that foster deeper customer relationships.
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Multi-Platform Presence
- Be present on various platforms to reach different demographics and build trust.
- Consider where your target audience spends their time and tailor your approach.
Multiple Touchpoints
- Multiple touchpoints with a brand build trust and elevate brand perception.
- Seeing a brand across different platforms reassures potential customers.
Kohl's and Amazon
- Kohl's partnership with Amazon for returns increased in-store purchases for Chuck Moxley.
- This demonstrates the potential of partnerships and multi-channel strategies.