Most brands lose customers by default. The real question is: how do you keep them?
In this episode, Jordan reframes customer retention—not as a marketing tactic, but as a holistic experience. From bounce-back offers to lost game pieces (yes, really), we dig into the trifecta of true retention: your product, your support, and your follow-up.
Learn why post-purchase CX is your most underrated revenue lever, how to create “I’ll buy again” moments, and why a Spotify playlist might do more than a discount ever could.
Timestamps:
00:00 Introduction to Customer Retention and Pilothouse
02:00 Why the Default Is to Lose Customers
04:00 Bounce Back Coupons and the First Five Minutes
06:00 Timing and Triggers for Repeat Purchases
09:00 How Customer Support Impacts Retention
12:00 Creating Better Experiences with Small Touches
15:00 The Customer Retention Trifecta: Product, Support, Promotions
18:00 Using Zero and First-Party Data for Segmentation
20:00 Building a Dune Imperium Email Strategy
22:00 Thought Leadership and Ecosystem Building
24:00 Discounts as the Final Nudge in the Purchase Journey
Hashtags:
#CustomerRetention #EcommerceTips #EmailMarketing #LifecycleMarketing #CXStrategy #RetentionMarketing #PostPurchase #DTCBrands #MarketingPodcast #GrowthMarketing #CustomerExperience #DigitalMarketing #ShopifyBrands #BrandLoyalty #TWBERP
Work with Pilothouse: https://www.pilothouse.co/get-in-touch?utm_source=dtc&utm_medium=podcast&utm_content=e&rPodcast
Subscribe on YouTube: https://www.youtube.com/@DTCPodcast
Subscribe to DTC: https://www.directtoconsumer.co/
Listen to DTC Podcast: https://podcasters.spotify.com/pod/show/dtcpodcast
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