1. What’s your name and title, what do you do day-to-day in 20 words or fewer?

I’m Sabrina D’Angelis your Discovery Dynamo, igniting partner success and amplifying client value. Catch me in action at events for a friendly Ciao!

2. At Klevu you help to drive growth with smarter search and product discovery. Can you give us a success story for a D2C brand you’ve worked with? Eg what was the problem? what did you do? what were the results?

A good example that springs to mind is the well-known sportswear retailer, Puma. During the pandemic’s online shopping surge, Puma aimed to refine its D2C e-commerce strategy. Despite collaborations and an extensive product range, issues arose with mismatched search terms, such as “Italy” instead of “Italia” during UEFA Euro 2020. The absence of Puma athlete LaMelo Ball’s products further compounded the challenge. Puma’s objective was clear: optimise search and product discovery to drive improved conversions.

Klevu’s advanced technology tackled Puma’s search and product discovery challenges. By implementing smart search, Klevu enhanced search accuracy and directed customers to relevant products. For example, “Italy” searches now yielded results for Italia Jersey, and LaMelo Ball searches guided customers to Puma’s basketball range. Klevu also dramatically streamlined Puma’s returns process through quick access via the search box.

By integrating Klevu, Puma completely transformed its shopping experience. Search-led conversions surged by 52%, boosting product discovery and purchase success. “No results” pages decreased, refining the user experience. Puma achieved global growth with higher AOV, value per session, and site-wide conversions. Due to its success, Puma has now implemented Klevu in over 10 of its regional websites across Europe, South America and the APAC region.

3. You specialise in customer experience – what piece of advice would you give to DTC brands who want to improve customer retention?

Effective marketing and social media influence alone won’t suffice if customers struggle to find what they seek on your website. Prioritising user-friendly navigation is essential for sustained engagement.
To retain customers and foster loyalty, brands must ensure a seamless experience and Klevu’s AI-powered search optimisation minimises dead-end pages while providing customisable product recommendations and personalised content.

Further enhancing retention, Klevu can integrate with Klaviyo to enable a more personalised marketing experience to increase customer loyalty. Invest in your onsite product discovery strategy and retain your customers. The results will simply follow.

4. What do you think the biggest challenges facing eCommerce/D2C businesses will be over the next 12-18 months?

As the likes of Amazon continue to set the bar high in terms of creating a seamless shopping experience,

other retailers are continuing to struggle to keep up with rising customer demands and expectations. Constantly being aware and staying on top of this by choosing the right technology and integrations is a must!

5. Complete this sentence – DTC brands that survive and thrive in 2023 will …

Excel by adopting a strong e-commerce strategy. This means they’ll focus on giving customers a personalised and easy shopping experience. They’ll feature products that match their customers interests or are strategically selected to boost sales. The main goal will be to keep customers coming back and increase loyalty.

6. Name three D2C brands that are killing it and whom you recommend others to emulate/learn from.

Paul Smith – their transition to a headless architecture has revitalised their digital presence, combining creativity with AI-powered search for higher conversions and enhanced customer engagement. (Case study)
Seasalt Cornwall – achieving digital success by migrating to Magento 2 and skillfully using Klevu’s Product Discovery suite for customer-focussed merchandising. Their experience offers valuable lessons for others to adopt. (Case study)
Laura Mercier & Bare Minerals (Orveon Group)- they boosted their online presence by switching to Shopify, creating engaging user experiences. The implementation of Klevu Product Discovery resulted in impressive growth, setting a high standard for other beauty brands worldwide. (Case study)