Building a customer-centric e-commerce brand with Dore & Rose // Hears Co-Founder Bob Verlaat

Mariah Parsons, Host of Retention Chronicles, and Bob Verlaat, Co-Founder of Dore & Rose and Hears, discussed their experiences launching and scaling e-commerce brands, emphasizing the importance of having a clear vision, solid business plan, and strong support system. Mariah highlighted the value of taking calculated risks and learning from failures, while Bob stressed the need to maintain quality and customer satisfaction as the brand scales. Bob added their perspective on launching multiple brands and incorporating user-generated content in advertising. The group discussed factors to consider when launching a product, the role of artists and influencers, approaches to launching and retaining customers, and the challenges they faced in a saturated market. They emphasized the importance of problem-solving, educating consumers, providing a seamless customer experience, and scaling while maintaining passion and caring attitude.
Episode Timestamp:
5:55 Launching two e-commerce brands, Doreen Rose and Here's, with different approaches and industries
13:12 Brand collaborations and launch strategies
16:44 Launching a new brand in a saturated market with limited attention span
23:23 Using user-generated content (UGC) in ads for authenticity and engagement
27:29 Educating customers through product development and customer experience
34:17 Scaling customer service and technology for two e-commerce brands