Customer Retention

Reduce customer churn and increase lifetime value with strategic retention programmes that keep customers engaged whilst encouraging repeat purchases and brand loyalty. Learn retention strategy development, engagement campaigns, and win-back techniques that maintain relationships whilst identifying at-risk customers. From personalised offers to exclusive content, discover how to create retention programmes that build lasting value for both customers and business.

26 episodesCustomer Experience→Retention & Loyalty

Related Episodes

Why Pay an Agency 15k When Your Customers Will Tell You for Free

Why Pay an Agency 15k When Your Customers Will Tell You for Free

Cem AtikfromHarucon Ventures GmbH

Cem makes the case that retention is where the profit actually lives, and that paid marketing simply cannot stay profitable forever once you are pushing past a hundred million in revenue. He explains why a supplements brand without a thirty to forty per cent repurchase rate is leaving money on the table, and tells the story of a partner whose repurchase rate collapsed after the third order because nobody was contacting those customers at all.

Listen to Episode
The Elastic Band That Became a Global Brand

The Elastic Band That Became a Global Brand

Emma BurkefromLaceeze

Emma and Matt are united on one idea: how you behave when things go wrong is what wins a customer for life. Emma turns a Facebook complainer she'd never even spoken to into someone who asks where to leave a five-star review, simply by moving to DMs and sending product. Matt shares an honest stock-shortage email that sent sales of a product mental. The takeaway — the unhappy ones shout loudest, and they're handing you the problem to fix — is a small-brand retention masterclass.

Listen to Episode
Why Your Best Customers Leave After the First Order

Why Your Best Customers Leave After the First Order

Max BeechfromAthenic

The episode is built around the question of why customers leave after their first order. Max Beech walks through the critical first 14 days post-purchase, explains how most brands either go silent or push premature discount codes, and shares the 20-minute email audit as a practical way to shift from brand-first to customer-first communication.

Listen to Episode
Black Friday Part 2 - The Knowledge Trust Matrix for New Customer Success

Black Friday Part 2 - The Knowledge Trust Matrix for New Customer Success

Matt EdmundsonfromAurion

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.

Listen to Episode
The Future of Ecommerce Referrals

The Future of Ecommerce Referrals

Phil CarrfromUpzelo

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.

Listen to Episode
Using Customer Success Roadmaps and Strategic Alliances to Grow your Business

Using Customer Success Roadmaps and Strategic Alliances to Grow your Business

Scott OverbeckfromSeacoast Consulting Group

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.

Listen to Episode
Ecommerce In Uncertain Times

Ecommerce In Uncertain Times

Raul GalerafromReferralCandy,

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.

Listen to Episode
How to Build a Customer Experience That Converts in eCommerce

How to Build a Customer Experience That Converts in eCommerce

Tony ContefromBrave Agency

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.

Listen to Episode

Related Topics

Business Growth → Business Models

Subscription Commerce

Develop recurring revenue models that build predictable income streams whilst creating ongoing customer relationships that increase lifetime value and reduce customer acquisition costs. Learn subscription model design, retention optimisation, and recurring revenue strategies that support sustainable growth whilst improving customer relationships. From subscription box services to software-as-a-service models, master subscription approaches that build predictable revenue whilst enhancing customer value.

Explore Topic
Customer Experience → Personalisation & Targeting

Customer Segmentation

Develop targeted experiences for different customer groups based on behaviour, preferences, and value to maximise engagement whilst optimising marketing efficiency. Learn segmentation strategies, persona development, and targeted experience creation that speaks directly to different customer needs. From new visitors to VIP customers, master the art of creating relevant experiences that resonate with specific audience segments.

Explore Topic
Analytics & Intelligence → Revenue Optimisation

Revenue Analytics

Analyse revenue patterns and profitability metrics with comprehensive financial analysis that identifies growth opportunities whilst optimising business performance and resource allocation. Learn revenue forecasting, margin analysis, and profitability optimisation strategies that support financial planning whilst improving operational efficiency. From product profitability to customer economics, master revenue analytics that drive financial performance whilst supporting strategic decisions.

Explore Topic
Marketing & Growth → SEO & Content

Content Marketing

Build brand authority and drive sustainable organic growth with strategic content marketing that attracts, educates, and converts your ideal customers. Learn how to develop content strategies, create editorial calendars, and produce valuable content that establishes your expertise whilst supporting your SEO goals. From blog posts and guides to video content and downloadable resources, discover how to create content that generates traffic, builds trust, and drives sales over the long term.

Explore Topic
Marketing & Growth → Seasonal Campaigns

Black Friday/Cyber Monday

Maximise your biggest sales opportunity of the year with comprehensive Black Friday and Cyber Monday strategies that drive record-breaking revenue. Learn how to plan seasonal campaigns, coordinate marketing efforts, and optimise operations to handle increased traffic and sales volume. From early bird campaigns to post-holiday promotions, master the tactics that help ecommerce stores capture maximum value during peak shopping periods whilst building momentum for the entire holiday season.

Explore Topic
Marketing & Growth → Messaging & Automation

Email Automation

Build profitable email automation sequences that work 24/7. Learn abandoned cart recovery, welcome series, and advanced email workflows for eCommerce.

Explore Topic
View All Topics