Ep 402: Breanna Moreno – True Classic - Turn Customer Support Into A Profit Center

DTC Podcast

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Today we're talking customer support, with a brand leader who's supported A LOT of customers, potentially the most customers of any DTC apparel brand in the last five years...TRUE CLASSIC, the T-shirt giant who last year reported a quarter of a billion dollars in their first four years..

Today Breanna Moreno, Customer Support Maverick and VP of CX at True Classic gives us the breakdown of the system she's built to support the incredibly fast paced growth, while actively turning her division into a profit center.

Breanna is a True Classic herself, literally, as she was the company's first official hire beyond the founders, so she's been there for the whole wild ride.

Listen and you'll get Breanna's insights on:

Support as a Sales Channel for upselling and cross selling

How to harness support data and interactions to fuel effective marketing and product development

as well as how and why you should be integrating your support with your customer retention and loyalty programs

Topics Covered

Customer Experience (CX), Customer Support, Business Growth, Brand Loyalty, Professional Background, Corporate America, Work-from-Home, Operational Efficiency, Career Transition, Team Expansion, Human Touch in Business, Internet Connectivity Issues, Women in Business, Economic Downturn Impact, True Classic

Timestamps

00:00​​​​​ - Introduction

02:10 - Leveraging Partnerships for Innovation

05:00 - The Importance of Custom Solutions

08:30 - Expanding Internationally: Challenges and Opportunities

11:45 - Building Community Through Brand Narrative

14:50 - Aligning Brand Tone Across Touchpoints

18:15 - Surprise and Delight: Creating Memorable Experiences

21:30 - Innovating at Trade Shows: The True Classic Approach

24:55 - Connecting with Customers on a Global Scale

28:20 - Overcoming Challenges as a CX Leader

31:40 - Conclusion & Future Endeavors

Hashtags:

#CustomerExperience #Innovation #ApparelIndustry #TrueClassic #BrandNarrative #InternationalExpansion #Partnerships #CustomSolutions #BrandIdentity #CXLeadership

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