252: Collars & Co. and the Art of Obsession: Building Customer Loyalty from Scratch with Justin Baer

Send us Fan Mail In this episode of Navigating the Customer Experience, we talk with Justin Baer, an entrepreneur passionate about blending comfort and style into professional wear. Justin shares his journey from a tech-focused entrepreneur to founding Collars & Co. , known for their innovative Dress Collar Polo — the perfect hybrid of dress shirt style with polo shirt comfort. Originally a side project launched during the pandemic, Justin’s brand has grown exponentially, boasting over 300 SKUs , a 20,000 sq ft warehouse , and 20+ employees . Featured on Shark Tank , The Wall Street Journal , and Men’s Health , Collars & Co. is more than just apparel — it’s a community dedicated to excellence, integrity, and creativity. Highlights Include: Entrepreneurial Journey: Justin always had a knack for business, growing up in a family where Wall Street Journals replaced Sports Illustrated. After years in tech and software, the discomfort of daily dress shirts in NYC inspired him to create a new kind of apparel. The Launch Story: Using a Shopify store, DIY photoshoots, and a TikTok video filmed by his daughter, Justin’s first shirts sold out almost immediately — proof of demand for stylish comfort. Customer Experience Focus: Transitioning from B2B to direct-to-consumer, Justin emphasizes constant learning, using data-driven A/B testing to refine online shopping experiences. They prioritize customer support, treating every customer "like a celebrity." Key Skills Sharpened: Video editing and social media marketing (vital for brand building), Accounting and financial acumen (essential for growth), Customer service excellence (building a brand voice and culture internally and externally). Essential Tools: Shopify and Triple Whale (for e-commerce attribution) are vital to their daily operations. Book Recommendations: The Ultimate Sales Machine by Chet Holmes, highlighting the power of letting data sell for you. Customer Perspective: As a shopper himself, Justin values social proof , return policies , and responsive support — factors Collars & Co. strives to excel at. Expanding the Line: While Collars & Co. began with menswear, a women’s collection is underway, recognizing the significant demand and opportunity in women's fashion. What’s Next: Justin is excited about launching a performance dress shirt line in partnership with Arrow McLaren IndyCar Team , offering high-tech, cool-to-the-touch fabrics for modern professionals. Mindset on Challenges: Justin embraces adversity, viewing problems as opportunities to improve — a philosophy that has fueled Collars & Co.’s rapid success. Find Justin Online: Website: LinkedIn: Justin Baer Instagram/TikTok: @collarsandcoclothing Closing Thought: Justin’s story is a reminder that true innovation often comes from solving personal problems — with grit, creativity, and a commitment to excellence. Whether you’re looking for entrepreneurial insights, fashion industry tips, or inspiration to chase your own ideas, this conversation offers invaluable lessons.

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252: Collars & Co. and the Art of Obsession: Building Customer Loyalty from Scratch with Justin Baer is an episode from Navigating the Customer Experience by Yanique Grant.

This episode is 24:17 long.

This episode was published on Apr 29, 2025.

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