Pair of Thieves - How to Personalize & Humanize Your Customer's Experience

The Story of a Brand

Ramon Vela

Business, Entrepreneurship

5 • 145 Ratings

🗓️ 1 October 2018

⏱️ 42 minutes

🔗️ Recording | iTunes | RSS

🧾️ Download transcript

Summary

Bert Song, Head of E-commerce for Pair of Thieves describes it as creating "little moments of connection". From their logo design to their customer support to their promotional emails to their products, personalizing and, more importantly, humanizing every interaction with the customer is part of the DNA at Pair of Thieves. Listen as Bert shares some of the inside stories of how they came up with the company name, how they broke into Target, why they created the wildly successful "Twinsies collection, how they choose their technology stack, and what the future lies for this innovative and highly personable e-commerce brand.

Links and Resources: Visit the Pair of Thieves website: pairofthieves.com

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Transcript

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0:00.0	Recorded at the Scale Fast Studios.
0:14.3	This isn't your average entrepreneur or e-commerce podcast, and he's not your average host.
0:19.7	This is The Story Behind the Brand with your host,
0:23.1	Ramon Vela.
0:32.8	Hi, this is Ramon Vela from The Story Behind the brand, and we have another great show for you today.
0:38.4	I've got a great guest. I really, really am so grateful for this guest to be here in more ways than one.
0:43.9	But before we begin, I want to just give a shout out and a thank you to our sponsor, SkillFast.
0:49.2	You can find it at SkillFast.com. They are a digital e-commerce solution that simplifies and streamlines your global
0:56.2	e-commerce store. Now, we'll have a little bit more information about them later, so you please
1:00.7	stay tuned for that. But again, you can visit them at scalefast.com. So today, I have Albert Song or
1:08.6	Bert Song. Yeah. So I appreciate that.
1:11.2	Mom calls me both, so we both apply.
1:13.8	Well, the funny thing is, a lot of people call me Ray.
1:16.5	Okay.
1:16.9	And my mom used to be the only one called me Ramon.
1:19.2	Oh, okay.
1:20.1	I don't know why people call me Ray because my official name is Ramon.
1:23.5	Yeah.
1:24.9	It rolls, Ray rolls off the time.
1:27.0	Yeah.
1:27.1	That's a good name. Yeah. It rolls, Ray rolls off the time. That's a good name. Yeah. So, Bert here is from
1:31.0	Parathies. Yep, that's right. He's ahead of e-commerce, so we really appreciate you coming in here.
	...

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