DTC Era

DTC brands are using hybrid chatbots for customer service

Chatbots were all the rage a few years ago, but consumers never took to them. Now, DTC brands are using a mixture of AI and human-based chat technology to better handling customer service.

Latest Stories

  • SEP 19, 2019

    ‘A bank for the new economy’: How Clearbanc is powering the DTC ecosystem

    As Facebook and Google ads,  the bread-and-butter of many direct-to-consumer brands' customer acquisition efforts, become more expensive, there's also been a rise in companies eager to give money to cash-strapped DTC companies -- for a fee. One of the most prominent of these companies is Clearbanc.

  • SEP 18, 2019

    ‘We won’t be chasing fads’: Brandless announces first CBD partnership

    Brandless announced it was pivoting to CBD earlier this summer. Now we get a glimpse at what this looks like, while other companies make similar moves.

  • SEP 17, 2019

    ‘We try to figure things out for the greater good of the industry’: The rise of the DTC bro

    There's a growing group of business evangelists online who love to wax philosophic about DTC brands. But it's not only a pocket of Twitter, but a thriving social network of entrepreneurs, VCs and consultants. But does it run the risk of becoming too much of a clique?

  • SEP 16, 2019

    Madewell looks to its loyalty program to drive personalization, retention efforts

    As J. Crew's denim-focused brand Madewell prepares to go public, it will be depending upon its loyalty program to fuel customer retention and personalization efforts, which the company thinks is key to driving more direct-to-consumer sales. 

  • SEP 11, 2019

    DTCs are facing a copycat problem

    As DTC brands grow, they face the issue of copycats encroaching on their space. This is increasingly becoming an issue founders are being forced to reckon with. The latest example is Ro, which noticed that competitor Hims had a UX almost identical to its own.

  • SEP 09, 2019

    Why Harry’s doesn’t sell on Amazon

    Harry's was just acquired for over $1 billion. Its mens grooming products are widely available in places like Walmart and Target. Yet, Harry's isn't on Amazon. The brand's co-CEO explained why -- as well as, how it strategizes brand innovation and scale.

  • SEP 06, 2019

    As they scale, DTC companies are finding that returns are turning into a sticking point

    Returns are one of the most ubiquitous part of the online shopping process. They are also extremely expensive -- as well as difficult to accurately quantify. For DTCs, returns are one of the large-yet-invisible problems continually hampering the bottom line.

  • SEP 05, 2019

    To acquire customers more cheaply, DTC brands are partnering up

    As they grow up, direct-to-consumer startups are starting to partner more exclusive product drops, giveaways and events, all in the name of cheaper customer acquisition. While many of these partnerships are only responsible for incremental revenue, they are one of a number of ways that today's DTC brands are trying to find cheaper and more organic ways to get more people to hear about their brands.

  • SEP 03, 2019

    Maveron co-founder Dan Levitan’s VC playbook for identifying brands that can scale

    When Dan Levitan, along with former Starbucks CEO Howard Schultz, launched consumer-focused venture capital fund Maveron in 1998, the pair decided on eBay as their first investment. Maveron's thesis was that technology was going to play a bigger role consumers' lives and how they buy products. At the time, that meant getting in early on marketplace startups, where customers could for the first time buy from a wide selection of products online. Today, it means that brands are able to go from "obscurity to ubiquity" in an unprecedented amount of time, thanks in large parts to investments in digital media like Facebook and Google. 

  • AUG 29, 2019

    Explainer: From CAC to AOV, what DTC’s hottest buzzwords really mean

    As direct-to-consumer brands have come to dominate the new retail landscape, they've also brought with them a new set of vocabulary. Many of these terms -- CAC, LTV, AOV -- are important for any retail company, regardless of whether or not they sell directly through their website or not. But they've become increasingly important to DTC companies, particularly the ones who have taken on venture capital funding.

  • AUG 28, 2019

    As DTC brands mature, private equity takes on an increasingly important role

    As the direct-to-consumer space matures, private equity brands are starting to play an increasingly heavy hand in picking category winners and losers. One of the most active private equity investors in the DTC space is L Catterton, which has taken stakes in Mizzen + Main, Peloton and Third Love. Most recently, it announced on Monday that it had invested $100 million in bedding brand Boll & Branch. Some of these DTC brands are taking on private equity because they believe it allows them to grow at a more manageable pace than if they were to take on venture capital money.

  • AUG 23, 2019

    ‘Systemic issue’: The customer acquisition challenges DTC brands face go beyond cost

    It's become one of the most talked-about subjects in the DTC world: one of the biggest challenges brands face today is the rising cost of customer acquisition, particularly on digital channels like Facebook and Google. But, the customer acquisition challenges DTC brands face goes beyond cost, and as such, it will take more than just an advertising channel offering low CPMs to win them over.

  • DEC 11, 2019
    Sponsored

    Video: What creative 'storytelling' means in the age of AR and visual search

    Great storytelling adds value to a brand. In a new video, hear from Triad's Garrett Albanese about why marketers should be investing in visual search, augmented reality and creative site experiences.

Amazon Strategies
Jan 28–Jan 29, 2020

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