Burrow, a direct-to-consumer online furniture brand known for its customizable designs, closed its showroom in March, due to Covid.
After closing its flagship brick-and-mortar store, Burrow re-created the IRL shopping experience, online, for customers everywhere. The Burrow “House from Home” service provides online consultations with design experts. The 15-30 minutes consults add a human touch to online shopping and provide important reassurance for personalization/customization choices.
Customer service programs have often been viewed as peripheral to mainstream marketing and branding efforts. Customer engagement programs (launched during Covid) have turned customer support into a top priority branding/communications tool. This is an important place to concentrate efforts, for brands looking to “play good offense.”
BRANDS IN FOCUS
Totem has been steadily following the direct-to-consumer space and we have been taking a look at what strategies brands and companies are taking on. Especially during COVID, many DTC companies have discovered unique approaches to reaching and engaging with customers. Here is one example of a successful approach adopted by a DTC brand.
