Why most brands don't connect with their customers (and how to fix it)
- Vanesa Lalo
- Apr 17
- 2 min read
In this episode of The DTC Insider, Brian Roisentul sits down with Lauren DeCarli, founder of Paneros Clothing, to break down what’s actually working for DTC brands in today’s market.
As customer acquisition becomes more expensive and competitive, most brands are doubling down on ads and creatives.
But that’s not where the real opportunity is.
Lauren shares how building real connection through authenticity, storytelling, and customer experience is becoming one of the biggest growth levers for modern brands.
They also dive into why most brands misunderstand sustainability—and how treating it as a core business decision (not a marketing angle) can create true differentiation.
On the retention side, they unpack what actually drives repeat purchases—from rewards programs and live chat to creating a premium post-purchase experience that builds long-term loyalty.
Here’s a glimpse of what you’ll learn:
Why customer acquisition alone is no longer enough
What’s actually working across paid and organic channels
How to build real connection through content and storytelling
Why “perfect” content is losing effectiveness
How to differentiate in a crowded market
What most brands get wrong about sustainability
How to think about the full customer journey
Retention strategies that increase LTV
How to create a post-purchase experience that drives repeat purchases
What makes a rewards program actually work
Resources mentioned in this episode:
Sponsor for this episode:
This episode is brought to you by BSR.
BSR helps 7-figure+ brands build and optimize strategic growth systems that unlock hidden revenue and scale profitably, without adding chaos, channels, or unnecessary spend.
To learn more about BSR, visit their website or book a call here.
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