S3 EP36: Creating a Frictionless Customer Experience with Andrew Costaris from Partners Coffee

"You have to look at what your AOV is, you look at what your CPAs are... at the end of the day, I would rather incentivize our own customers and incentivize the customers that people are referring than pay Meta or Google." — Andrew Costaris

In this episode, Andrew Costaris, VP of Digital over at Partners Coffee, shares a practical framework for CPG and consumable brands looking to transition from traditional B2B operations to a thriving, high-retention direct-to-consumer (DTC) model. Andrew explains how Partners Coffee rapidly pivoted its business model during the 2020 pandemic shutdowns, migrating to Shopify and leveraging owned marketing channels to turn physical retail presence into sustainable e-commerce growth. From building out early email and SMS collection flows to establishing an ecosystem where physical packaging and retail shelf placement drive repeat online orders, he outlines the critical strategies required to grow a brand in a crowded market.

We also discuss the operational mechanics of customer retention, exploring why consumable brands under $40 must rely on subscriptions, low-friction checkout experiences, and generous customer-led referral systems rather than relying strictly on first-order ad profitability. Andrew shares his practical, no-fluff approach to tech stacks, detailing why less is more when eliminating site friction, how physical cafe locations serve as authentic brand billboards, and why real customer word-of-mouth far outperforms paid influencer campaigns or forced AI customer service automation.Tools discussed on the podcast include Shopify, Klaviyo, Okendo, and Attentive.

Want to learn more about Partners Coffee and how Andrew helps drive digital growth and customer experience? Visit partnerscoffee.com or connect with him on LinkedIn and Instagram to explore specialty coffee, retention strategies, and e-commerce innovation.

Enjoyed the episode? Don’t forget to subscribe to be the first to hear about future episodes, and leave us a review on Spotify or Apple Podcasts!

Interested in seeing how Intergrowth could help you grow your business? Head over to intergrowth.com/cgs to book a complimentary strategy session with our team.