I oversee our Customer Experience Department, managing three areas: 1. Client Services, mainly e-commerce but also supporting our growing omni-channel customer base; 2. DTC Operations, pre- and post-fulfillment for e-commerce and retail, and 3. our DTC VIP/loyalty/clienteling initiatives, implementing new offerings for our top clients and continuing to create more meaningful 1:1 relationships with as many clients as possible. I love that third bucket the most.

I like the word “aspirational.” Our founders are from Sweden and our CEO is from France so our company has such strong European roots, but with a California twist. Imagine a super chic European woman, most likely a Parisian, relocated to LA - that’s our customer. She already had a sophisticated, elevated look, but after living in LA for a few years, she now also has that effortless, cool factor.

Our stores are mostly in the US, with 14 locations from the West Coast to the East Coast and a few in between. We also have 2 beautiful stores in London. Global expansion is a big priority for us – though I can’t say much about that yet. What I can say is we’re opening up a store in Palo Alto at the end of November. It’s our first store in Northern California.

And we have plans to open additional stores in 2025.

Of course, we’re also focusing on global growth online and through our wholesale partners. We basically ship to the entire world and have some incredible, highly experienced executives overseeing Asia and EMEA.

I actually worked with Endear at a previous company so when we were planning for Black Friday and Cyber Monday, a clienteling solution was top of mind. It was a top priority for our corporate retail team. However, we needed one tool for both store associates and e-commerce - something everyone could use.

For e-commerce, we wanted to find a way to build relationships without being face-to-face. We wanted to communicate with our customers more often, do more surveying to gather feedback, and offer behind-the-scenes programs with special treatment for our top clients. We needed a tool that wouldn’t just help us engage with customers, but get to know them better and provide more personalized communication.

We received feedback that our online shopping experience is great but can sometimes be overwhelming because we sell so many SKUs. With Endear’s help, we can look at each customer’s purchase history within seconds and give them easy access to just the styles we know they’re interested in i.e. new colors or similar silhouettes.

For retail, it was a big opportunity since we had never done digital clienteling before. Yes, we were doing old-school client books and taking notes on our phones, but we wanted to do more – and do more at a much larger scale. Whatever tool we chose had to help both channels and had to be as easy to use as possible. That’s why we went with Endear.

We wanted to launch on time for Black Friday in 2022, so we had a very aggressive timeline. The Endear team was incredible and made sure we were up and running by then so we could make the most of the holiday season. The engineering team specifically was so nice to work with. They went above and beyond.

The sales team and our account manager were very responsive. They understood our needs and always found a way to do what we were trying to do. We had a great relationship from day one. If something wasn’t possible, Endear would immediately put our request on their product roadmap. 

Lastly, we loved how Endear is hyper-focused on fashion and retail. It makes everything a little easier. We’re in good company with so many other luxury fashion clients.

We look at messages that receive replies or clicks only. For e-commerce, we prefer email messages, but for in-store, we compare engagement rates for SMS vs. email. Our in-store clients typically prefer SMS. We also monitor the performance of individual lookbooks and templates. We try to do A/B testing as much as we can.

For e-commerce, since we had never done digital clienteling before, the last month and a half of 2022 and last year were testing periods for us. This year, we’ve had a much better idea of what works. Year-to-date, even with our biggest revenue months still to come, we’ve already tripled last year’s clienteling revenue. Clienteling is now one of our key strategies for new product drops and sales/promotions. And, as an added bonus, our AOV for clienteling sales is $81 higher than our average AOV for total e-commerce sales.

For retail, we continue to test and learn but our direct text message campaigns are achieving an almost 11% conversion rate.

Total Endear revenue across both channels is over $3 million in less than 2 years.

Absolutely.