Latest / The DTC Marketing Podcast with Fexingo: Direct-to-Consumer Brands, Shopify, and E-Commerce Growth
How DTC Brands Use Customer Service as a Growth Channel
Episode 22 of The DTC Marketing Podcast explores how direct-to-consumer brands are transforming customer service from a cost center into a powerful growth driver. Lucas and Luna break down the strategy behind Zappos' legendary customer service, including how one rep spent 10 hours on a single call to build loyalty. They discuss why DTC brands like Brooklinen and MeUndies use personalized follow-ups and surprise upgrades to reduce churn and increase lifetime value. The hosts share specific tactics: using customer service interactions to collect zero-party data, turning complaints into…
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