A happy customer is a repeat customer. It’s clear that a lot of DTC brands have figured that out. Over time, the ability to be as great in nurturing the ongoing quality of the customer relationship is going to be important.
Internally, when we were discussing this, there were mixed reactions,” He said. “I thought it might cheapen us if we gave more credit. I want to be generous, but I don’t want to cheapen the brand.6 December 2019