Post-Purchase Support

Less than 30% of customers buy a product or service a second time, and subscription brands lose 50% of their customers within 90 days. Ken Rapp from BluStream reveals how brands can stop this leak through strategic post-purchase engagement across three stages: unboxing, usage, and care. By delivering personalised, timely support through messaging platforms, brands are achieving 30% increases in repeat sales and 30% reductions in churn—transforming the critical "doorstep to delight" phase that most competitors are still ignoring.

In this episode of the E Commerce Podcast, host Matt Edmundson engages in a discussion with Matthew Holman, also known as the Subscription Doc, about the intricacies of subscription commerce. The conversation gets into the strategies and innovations that can enhance subscription models, particularly for direct-to-consumer (D2C) brands. Matthew shares his journey into the subscription space, highlighting the importance of understanding customer needs and personalising offers to improve retention and growth. The episode also touches on the evolving landscape of subscription services and the potential for future advancements in technology and consumer engagement.

Discover why Google's Chief Strategist Neil Hoyne believes marketing might be harder than rocket science and how small eCommerce businesses can compete with Amazon through relationship building rather than operational efficiency. Learn the framework behind bodybuilding.com's success, why the thank you page represents your biggest missed opportunity, and how to implement the "one percent daily improvement" philosophy that transforms customer relationships without overwhelming your resources.

Transform mundane customer interactions into magical experiences using Disney's proven seven-key framework. Vance Morris reveals how his 10 years at Disney, combined with real-world application in his own businesses, created a systematic approach to exceptional service. Discover the three-word process system, employee engagement secrets, and practical techniques for turning ordinary touchpoints into extraordinary customer moments that create raving fans and voluntary brand ambassadors.

Everyone knows acquiring customers costs five to twenty-five times more than retaining them, yet eCommerce businesses remain obsessed with acquisition. Will Laurenson reveals why customer value optimisation—focusing on post-purchase experience, retention strategies, and creating customers who actively promote your brand—delivers better results than endlessly chasing new customers. Discover practical strategies from QR codes in packaging to strategic follow-up emails that turn one-time buyers into loyal advocates.

Discover how automation transforms six-figure eCommerce businesses into seven-figure operations. Richard Schnitzel reveals why automation is a multiplier—amplifying good processes whilst exposing bad ones. Learn the four common pain points draining entrepreneur time, the framework for implementing automation without overwhelm, and why starting with simple data collection delivers compound value. From lead management to post-purchase sequences, explore practical automation strategies that scale your business whilst freeing time for strategic growth.