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In this week’s episode, we give you our conversation with Kristen LaFrance. Kristen LaFrance is the host of Shopify's Resilient Retail series. Prior to joining the Shopify team, she hosted two eCommerce podcasts: Playing for Keeps and eComm Noms. As the official mayor of DTC Twitter, Kristen is an expert on omnichannel customer retention and helping online and offline brands connect with customers, craft remarkable experiences, & build resilience for long-term success.

During our chat, Kristen discusses the transformation that the retail industry had to endure in a global and local level during 2020.

She also helps us identify the actual value that is created by retail companies by bringing and explaining a plethora of examples such as Chewy, Casper, Battlbox, and more.

Here's the timestamp:

[0:00] WTF is Clubhouse?
[3:00] Who is Kristen LaFrance?
[12:00] Working at Shopify
[18:30] Resilient Retail: Season 2
[22:00] Retail: Before, During and After COVID
[29:30] Best Practices of Customer Retention
[45:00] How to Identify a Community at an Early Stage?
[57:00] Status as a Service.
[1:01:20] Does NPS Cover Everything?
[1:08:00] Perceived Value vs Actual Value
[1:13:00] Closing Questions

If you like what you heard and want to learn more about Kristen, check out these links:

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Finding The Best Brand-Building Businesses w/ Kristen LaFrance

Value Hive Podcast

Finding The Best Brand-Building Businesses w/ Kristen LaFrance