Customer Retention

This episode is fundamentally about keeping customers after the first purchase. Ken reveals that less than 30% of customers buy a second time and subscription brands lose 50% within 90 days. The entire conversation focuses on retention strategies through the doorstep to delight framework—engaging customers across unboxing, usage, and care stages. Listeners learn how brands achieve 30% increases in repeat sales by delivering personalised, timely support through messaging platforms, transforming one-time buyers into loyal customers through strategic post-purchase engagement.

This episode focuses extensively on retaining new customers by building relationships rather than extracting immediate profit. Matt explains how the Knowledge Trust Matrix framework helps move customers to the high-trust, high-knowledge quadrant where they become repeat buyers and advocates. The content covers post-purchase onboarding sequences, trust-building strategies, and creating customer experiences that encourage long-term loyalty rather than one-time transactions during Black Friday.

George demonstrates how proper customer journey design dramatically improved retention rates and LTV, with specific examples of moving from $75 to $744 customer lifetime value through relationship-building rather than acquisition

The episode covers critical customer retention challenges after TV exposure, including handling faulty products, managing customer service expectations, and learning to win back customers through improved communication and processes.

The core theme throughout the episode is fixing the 'leaky bucket' problem of customer retention. Thomas provides comprehensive strategies for keeping customers engaged and reducing churn through post-purchase experiences, education, and community building.

This episode emphasizes customer experience as the foundation for retention, with Tony noting that acquiring new customers costs 5-25x more than retaining existing ones. The discussion covers building repeat purchase patterns and sustainable growth through improved customer journeys.

The episode focuses heavily on the counterintuitive principle that making cancellation easy actually improves retention and customer lifetime value. Paul discusses the 'cancellation paradox' and how reducing friction increases loyalty.

Master the art of keeping customers engaged long-term through strategic retention frameworks, lifecycle marketing, and value creation. Understand why abundance mindset beats scarcity tactics and how to make customer relationships more valuable over time.

Learn how to build customer advocacy programs that create uncertainty-resistant revenue streams. Discover strategies for transforming satisfied customers into active promoters who generate referrals regardless of external market conditions.

Explore retention strategies that go beyond simple transactions to build genuine customer advocacy. Phil shares insights about lifestyle loyalty, behaviour-based rewards, and how brands can integrate into customers' daily lives through technology they already use and love.

Learn how to maximise value from existing customers through strategic alliances and customer success roadmaps. Discover why retaining and expanding relationships with current customers is more profitable than constant new customer acquisition, and how to systematically identify additional revenue opportunities within your customer base.

Discover how brands triple returning customer rates within three months using app-exclusive products, discounts, and push notification strategies. Learn techniques for transforming customers who buy 2-3 times yearly into 7-8 purchase loyal advocates.

Discover proven strategies for building long-term customer relationships that create sustainable competitive advantages. Explore the bodybuilding.com case study showing how education-first approaches can outperform price-based competition from giants like Amazon.

Learn how Disney's "line attainment" principle transforms inevitable waiting periods into customer engagement opportunities. Discover strategies for maintaining customer interest and satisfaction during the gap between order placement and delivery, turning potential friction points into relationship-building moments.

Users will discover practical strategies for keeping customers engaged long-term, including Laura's win-back sequences that trigger after three months rather than twelve, feedback request strategies that re-engage dormant customers, and how to use email marketing to reduce customer acquisition costs whilst increasing lifetime value. Learn why existing customers are more valuable than new acquisition in today's high-cost environment.

Explore proven strategies for reducing subscription churn and extending customer lifetime value through Ben's insights on why customers cancel subscriptions for products they love. Understand how timing mismatches cause cancellations and learn practical frameworks for retaining customers who might otherwise leave due to receiving 'too much product' or feeling trapped by rigid subscription models.

Discover how treating customers as individual human beings rather than analytics numbers builds the foundation for long-term loyalty and sustainable business growth, with practical strategies for post-purchase relationship building that creates competitive advantages.

Discover proactive retention strategies that prevent cancellations before they happen. Chris reveals his framework using customer satisfaction surveys and immediate intervention tactics to maintain engagement and build long-term customer relationships in subscription businesses.

Understand why email marketing delivers £34 ROI per £1 invested by focusing on customer education over promotion. Tom reveals how successful companies like Lift eFoil build long-term relationships through valuable content that makes customers feel expert whilst naturally cross-selling complementary products.

Brandon's comprehensive framework for systematic customer retention that moves beyond hope-based email sequences to create documented, measurable systems. Learn the walk-before-you-run approach that prevents complexity whilst driving measurable LTV improvements.

The core focus of this episode is retaining customers through strategic marketing. Daniel shares how his agency helps eCommerce brands transform one-time buyers into loyal customers, discussing metrics like customer lifetime value, average days between orders, and practical retention tactics beyond discounting.

Learn how to shift from conversion rate obsession to lifetime value thinking. Adam reveals why discount pop-ups attract one-time bargain hunters and how quizzes, personalisation, and thoughtful touchpoints build customers who return repeatedly. Discover strategies for reducing churn through experience design that prioritises long-term relationships over short-term conversions, with practical examples from 500+ Shopify stores showing how small changes to customer journey create dramatic improvements in retention rates.

The episode extensively covers retention strategies specific to subscription models, including how to build lasting customer relationships through transparent communication, curated experiences, and making customers feel special. Evan emphasizes that subscription success depends on treating customers as partners in an ongoing relationship rather than one-time transactions.

This episode reveals how referral marketing creates higher-quality customers who stay longer than those from paid channels. Users will learn why referred customers demonstrate superior retention metrics, how to design programmes that encourage repeat advocacy, and strategies for turning satisfied customers into ongoing sources of new business. The content covers the complete customer lifecycle from initial referral through becoming advocates themselves, with specific tactics for maintaining engagement and preventing churn among referred customers.

This episode focuses heavily on retention strategies, moving beyond the acquisition obsession that plagues most eCommerce businesses. Will Laurenson explains why businesses continue focusing on acquisition despite knowing retention costs five to twenty-five times less, and shares practical approaches including post-purchase check-in emails, strategic follow-ups before review requests, and creating experiences that turn one-time buyers into loyal advocates. Listeners will learn how to identify retention opportunities, implement automated retention workflows, and measure what actually drives customers to return.

This episode focuses heavily on retaining existing customers rather than solely acquiring new ones. Matt Barnett emphasizes that businesses spend disproportionate resources on acquisition while neglecting the customers they already have, and explains how investing in retention can increase customer lifetime value by 3x through personalized engagement.

We explore why retention marketing matters more than ever, particularly following COVID-19 when first-time purchases decreased whilst repeat purchases increased significantly as customers became conservative with spending. Rytis shares data showing email generates 40-45% of entire eCommerce revenue, with effectiveness growing 111% during the pandemic. Learn why customers prefer buying from brands they already know and trust, how omnichannel communication builds long-term relationships through customers' preferred channels, and why retention focus delivers higher ROI than constant acquisition spend. The content covers creating multiple touchpoints across email, SMS, and push notifications that keep customers engaged long-term whilst respecting their communication preferences.

This episode extensively covers Tony's sixth factor 'Loyalty' - focusing on getting existing buyers to purchase more frequently and driving referrals. Tony emphasizes this is the most underappreciated factor and always the lowest hanging fruit for established businesses since there's no acquisition cost.

Users learn why retention deserves as much strategic focus as acquisition, with practical programmes for keeping customers engaged long-term. Kath reveals the research showing it typically takes four purchases before customers become reliable repeat buyers, why Second and Third Purchase Programmes prevent customers from becoming one-time buyers, and how lifecycle marketing creates systematic approaches to building lasting relationships rather than treating retention as an afterthought after acquisition efforts.

Discover why 80% of eCommerce customers buy only once and how to change that statistic. Learn the 'Yo-Yo' component focusing on building repeatable business where customers return frequently and buy larger amounts. Understand why that returning 20% drives disproportionate revenue, and how executing the first five framework components well makes retention significantly easier to achieve.

Lou reveals an unconventional retention strategy: your retention isn't just about the purchaser's experience, it's about the recipient's reaction. In corporate gifting, the employee who receives an exceptional gift becomes the reason the company reorders next year. The episode explores how understanding this dynamic changes everything about retention strategy, why generic gifts damage retention even when delivery is perfect, and how creating 'wow moments' for recipients drives long-term client relationships and organic expansion within organisations.

Matt focuses heavily on retention strategies through VIP treatment and relationship building rather than just acquiring new customers. The episode covers how giving your best customers exclusive early access, special offers not available on the website, and personalised communication increases loyalty and lifetime value. He demonstrates how treating different customer segments appropriately strengthens long-term relationships and turns customers into brand advocates.

A significant portion focuses on rewarding loyal customers with best deals rather than chasing new ones, plus strategies like gift cards that bring customers back. These retention-focused tactics help build long-term relationships beyond single transactions.

The episode explores how turning customers into brand ambassadors creates deeper engagement and loyalty. Luke explains how making customers feel part of an inner circle through Slack channels, Discord communities, and regular founder updates transforms one-time buyers into long-term advocates.

George discusses the fundamental shift from transactional to relational business models, explaining how trust-building and authentic connections create customer loyalty that Amazon's commodity approach cannot replicate. The episode covers building movements and ethical cults around shared belief systems.

Discusses involuntary churn caused by payment failures and how solving payment issues can dramatically improve customer retention without changing offers or marketing

The episode addresses customer retention challenges, with Tanner explaining how to use surveys and cancellation portals to understand why customers don't return, plus strategies for win-back campaigns and retention improvement.

Content about retention strategies, reducing churn, and keeping customers engaged long-term. Discover how AI-powered customer experiences create emotional connections that transform one-time buyers into loyal customers through personalised service and proactive engagement across digital touchpoints.

Discover why negative emotions are three times more powerful than positive ones in customer experience. Laura explains how to build authentic relationships through feedback loops, stakeholder engagement, and consistent delivery on your brand promise to drive long-term loyalty.

Master the fundamentals of retention analysis that form the foundation of the Growth Model Framework. Learn how to calculate realistic revenue projections from existing customers and identify opportunities to improve repeat purchase rates.

Ben reveals how building genuine brands creates customer loyalty that goes beyond price competition. Listeners will understand why branded businesses have higher repeat purchase rates, lower customer acquisition costs, and more sustainable growth compared to businesses that are 'just selling stuff' online.

Explore Sarah's approach to building lasting customer relationships through personalised experiences and genuine connection. Understand how her "serve before you sell" philosophy creates loyal subscribers who feel personally connected to the brand, resulting in reduced churn and increased lifetime value.

Understand how ethical data collection creates stronger customer relationships and improved retention. Zohar's approach shows 43% engagement on second interactions versus typical 1% rates, demonstrating how trust-based strategies drive long-term customer loyalty.

Learn how wellbeing practices directly impact customer relationships and retention. Mario demonstrates how centred entrepreneurs communicate more clearly, reduce conflicts, and build stronger long-term partnerships through service-first approaches that naturally generate referrals and repeat business.

Learn why retention marketing should generate 30-40% of total revenue, how educational content creates loyal customers rather than discount-dependent buyers, and the forwardability factor that amplifies email reach through peer recommendations and social sharing.

Discover how post-purchase experience drives customer loyalty and lifetime value. Learn why proactive delivery communication and seamless returns processes prevent customer churn whilst building competitive advantages in crowded eCommerce markets.

Discover how understanding customer journeys through research dramatically improves retention rates. Peter's methodology helped extend average customer relationships from 3.5 months to 15 months by identifying what truly drives loyalty. Learn systematic approaches to building lasting customer relationships through strategic conversation and insight application.

Taylor's approach centres on profitable new customer acquisition, but understanding how hero products contribute to long-term customer relationships and repeat purchases is crucial for sustainable eCommerce growth.

Understand how successful brands use retention as growth intelligence, extracting customer insights that transform acquisition strategies and create mathematical predictability in marketing spend and customer lifetime value.

Explore innovative approaches to digital customer account management that recreate the personal touch of traditional business relationships. Learn how assigning account managers to high-value customers can streamline purchasing and build exceptional loyalty.

Discover how the five marketing personas impact customer retention and loyalty. Neil's insights reveal why rushing customers into purchases creates resistance, whilst relationship marketing builds stronger, longer-lasting customer connections that drive sustainable growth.

Understand the power of customer order frequency as one of the three critical eCommerce metrics. Explore how increasing repeat purchases from 2 to 3 orders per year creates 50% growth without acquiring new customers, and learn strategies for improving customer lifetime value.

Discover how proper branding directly impacts customer retention through memory formation and brand recall. Learn why customers forget brands with insufficient distinctive assets and how to build the sensory experiences that make customers think of you first when ready to repurchase. Content covers the connection between brand science and long-term customer value.

Discover how exceptional delivery experiences drive repeat purchases and customer loyalty. Steve explains why treating delivery costs as marketing expenses transforms customer lifetime value and reduces reliance on expensive acquisition channels.

Discover strategies for keeping customers engaged long-term through authentic communication, including Christian's tribe-building approach that creates loyal communities by taking controversial positions and using plain text emails to build genuine relationships rather than transactional interactions.

Explore Disney's approach to creating customers who become voluntary brand ambassadors. Learn how exceptional service experiences directly impact customer lifetime value, repeat purchase behaviour, and organic word-of-mouth marketing. Understand the connection between memorable service moments and long-term customer loyalty that drives sustainable business growth.

Learn systematic customer retention through strategic SMS campaigns including win-back sequences sent four weeks after purchase, post-purchase upsells that capture customers in buying mode, and monthly loyalty messages that maintain engagement. Tadej explains why message variation prevents habituation, how to create exclusive SMS-subscriber experiences, and the optimal frequency that maximizes returns without causing unsubscribes.

Valentin emphasizes that retention is one of three critical pillars of customer value optimization, explaining how understanding purchase cycles, consumption patterns, and customer behavior keeps customers engaged long-term. The episode provides specific examples of retention strategies including proper email timing and reactivation campaigns.

Nick's example with the vitality health insurance shows how building relationships through dedicated account managers and proactive customer service creates long-term value, with some insurance customers staying 30+ years.

Jared states 'the most important customer is the one you're trying to get to repurchase' and built their own skincare brand specifically to improve retention through better gifting strategies instead of discounts. He emphasizes creating experiences so good that customers naturally share with friends, as referred customers have higher lifetime value than paid media acquisitions.

The episode addresses how Instagram DM automation solves the conversion gap by enabling instant, personalized responses that prevent leads from going cold. Mike explains how the 24-hour messaging window can be used strategically for nurture sequences that keep customers engaged and moving toward purchase.

Maureen discusses the critical importance of retention metrics in the growth phase, specifically net promoter score and repeat purchase behaviour. Listeners discover why acquisition costs far exceed retention costs, how to measure likelihood of customer referrals, and why repeat sales are the lifeblood of product-based businesses. The content covers strategies for building loyalty through brand connection rather than constant new customer acquisition, and understanding customer lifetime value as a key growth metric.

Maureen discusses the critical importance of retention metrics in the growth phase, specifically net promoter score and repeat purchase behaviour. Listeners discover why acquisition costs far exceed retention costs, how to measure likelihood of customer referrals, and why repeat sales are the lifeblood of product-based businesses. The content covers strategies for building loyalty through brand connection rather than constant new customer acquisition, and understanding customer lifetime value as a key growth metric.

The episode addresses first-time buyer conversion as the foundation for all retention efforts, explaining why improving initial conversion rates automatically enhances downstream metrics including loyalty programmes, subscriptions, and word-of-mouth marketing by creating a larger base of customers eligible for retention strategies.

Gabriella addresses how email marketing serves as your backend retention engine and why building a strong email foundation reduces reliance on expensive paid acquisition. Users will learn how to avoid conditioning customers to only buy during discounts by understanding and speaking to their deeper values beyond price. The episode covers how email allows you to see individual customer behaviour, know what they buy, understand where they spend money, and use this knowledge to build long-term relationships rather than transactional interactions.

Learn advanced strategies for using Amazon as a customer acquisition channel rather than just a sales platform. Jon reveals how successful sellers use product inserts to drive customers to their own websites, capture email addresses through valuable content offers, and build subscription-based revenue streams. Discover how to diversify beyond Amazon by creating direct customer relationships whilst leveraging Amazon's traffic and trust for initial acquisition.

This episode addresses the crucial challenge of converting Black Friday impulse buyers into loyal repeat customers. We discuss the shift from status symbols to status stories in consumer behaviour, explaining why customers need compelling brand narratives through welcome campaigns, post-purchase sequences, and thoughtful packaging. Chloe shares specific examples like Paper Republic's emotional investment strategy using team photos and manufacturing videos, and Farm Toys Online's About Us page template clearly explaining problems solved and unique qualifications. The content emphasises that driving sales in October creates customer databases making November remarketing exponentially more effective.

Users will discover how customer service emails and transactional communications build long-term loyalty and retention. The content demonstrates how to transform routine service interactions into relationship-building moments, including strategies for acknowledging valued customers, offering personalised gifts, and providing targeted discounts based on purchase history. Users learn why service emails deliver disproportionate impact despite lower volume, landing directly in inboxes where they're immediately noticed and read.

Michelle reveals Jersey Beauty Company's discovery that Black Friday bargain hunters generated minimal lifetime value, with 3,000-4,000 email subscribers producing almost no repeat purchases. Learn why focusing promotional efforts on loyal customers rather than acquisition delivers superior profitability and how to design Black Friday strategies that strengthen rather than undermine customer relationships.

Explore how charitable initiatives and festive experiences build customer loyalty beyond transactions. Jersey Beauty Company's partnership with Imagine If charity, where customers donated £2,500 to provide Christmas dinners, demonstrates how involving customers in meaningful causes creates emotional connections. Also covers using gift wrapping services, personalized packaging with samples and chocolates, and fun festive content to deepen customer relationships.

The episode explores lifetime value strategies for luxury customers, discussing how building long-term relationships through superior service and personalized experiences drives repeat purchases. Casey explains why understanding customer journey and removing friction is critical for luxury customer retention.

The episode addresses customer lifetime value optimization and email marketing as a retention tool, with Jay recommending that email should generate 25% of total store revenue. He emphasizes understanding LTV vs AOV for scaling decisions and improving repeat purchase rates.

Understand how Nick built loyal customers who followed him from Etsy to his independent website, achieving two-thirds of sales through direct channels. Users will learn about audience development strategies, maintaining customer relationships across platforms, creating engagement that builds loyalty, and using gratitude-focused approaches to sustain long-term business growth and customer satisfaction.

Omar emphasizes building long-term relationships through education and community, explaining how customers who feel part of something have higher lifetime values. He discusses the marriage principle of being closely connected to your customers and ensuring you genuinely enjoy serving them.

Discover how understanding customer behaviour through user research drives retention and loyalty. Oliver shares the jobs-to-be-done framework, revealing why commuters buy milkshakes (entertainment, not sustenance) and how uncovering the real reasons customers purchase—or don't purchase—transforms your approach to retention. Learn why talking to non-purchasers (95% of site visitors) reveals more than analyzing successful customers, and how this insight helps you address barriers before they cause abandonment.

Discover why social selling creates longer-lasting customer relationships compared to traditional interruption marketing. Tim shares how building authentic connections through social media—rather than one-off transactional approaches—keeps customers engaged long-term. Learn practical strategies for using content to stay top-of-mind with your network, turning single purchases into ongoing relationships. The episode covers how regular, valuable content keeps your network warm and creates natural opportunities for repeat business and referrals.