On this week’s episode of Retention Chronicles, we welcome Josh Knopman, Director of Growth and Digital Product at Caraway, a brand that centers around beautifully designed non-toxic kitchenware. Caraway has been doing such amazing work on communicating with their customers and it truly shines through in this episode. Josh recounts all of their efforts by telling Sarah and Mariah about the unique communication channels they considered and ultimately implemented in order to add value to their very loyal consumers. Josh acknowledges the strategic shift of focusing on customer acquisition to retention and importance of capitalizing on the post-purchase space, which he believes is underinvested in. Josh also tells us about the experience in growing a brand from a single product to a multi-product company with a product that has a lower frequency of purchase than consumer goods while still being able to maintain customer engagement. With all the supply chain demands and backorders, we discuss the importance of transparency and thoughtful messaging with your customers, which flows into the overall intentionality behind Caraway’s messaging and support team. Caraway does something very unique for their customers who reach out to the support team for some assistance but you’ll just have to listen to find out! Consider this your warning, all this talk about cookware and bakeware may make you want to grab a snack! Enjoy!
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