Customer Loyalty and Retention in Hospitality

In this episode of the ASOM Pod, hosts Jimmy Kim (CEO of eCom Email Marketer, formally Founder of Sendlane), John Roman (CEO of BattlBox), Amer Grozdanic (CEO of Praella), and special guest host: Anthony Combs (CEO and Founder of Splendies) get real about the differences between DTC and subscription-based businesses, and why retention is the lifeline for recurring revenue.

They share personal stories and tactical wins—from surprise-and-delight strategies to exclusive communities and member anniversaries—that turn casual buyers into lifelong fans. And because no episode is complete without a twist, the team also unpacks the financial disaster of Vegas’ infamous Sphere project… big investment, bold vision, and some not-so-fun realities.

What You’ll Learn in This Episode:
– Why DTC brands need to think beyond the sale
– Creative retention strategies that don’t involve boring point systems
– How brands like Splendies and BattlBox are reinventing the subscription experience
– When retention falls flat—and how to fix it
– What Vegas’ Sphere flop teaches us about flashy vs. functional investments

If you're building a subscription-based biz (or just want customers to stick around longer), you’ll want to hit play on this one.

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Big shoutout to our sponsors who make this podcast possible!

Omnisend — With 125,000+ eCommerce merchants, Omnisend is the all-in-one email & SMS marketing platform built to deliver seamless, personalized experiences with ease. Learn more at https://www.omnisend.com/

Nacelle — Transform your eCommerce store with AI-powered product recommendations that understand your customers’ actual behaviors, not just their purchases. Learn more at https://www.nacelle.com

Workspace6 — The best community for 7, 8 & 9 figure+ eCommerce operators. Why struggle alone? Other founders have already solved your biggest challenges. Learn more at https://www.workspace6.io 

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00:26 A Night Out in Vegas: Whistle Blowing Incident

02:53 Welcome to the ASOM Pod

03:23 Introducing the Hosts and Guests

06:56 Customer Loyalty: Beyond the Program

09:31 The Importance of Retention in eCommerce

14:12 Curating Subscription Experiences

20:38 Surprise and Delight: The Subscription Model

24:23 Subscription vs. One-Time Purchase Retention

27:35 Analyzing Customer Cohorts and LTV

29:00 Marketing Strategies for One-Time Purchasers

29:33 Challenges with TikTok and Customer Data

30:52 Retention Strategies and Exclusive Perks

32:37 Community Engagement and Member Perks

34:38 Loyalty Programs and Customer Feedback

41:25 Subscription Models and Pricing Strategies

49:43 Guess That Business Game

54:44 Conclusion and Wrap-Up

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Follow Jimmy Kim at: 

X:  https://www.twitter.com/yojimmykim 

Linkedin:  https://www.linkedin.com/in/yojimmykim

IG: https://www.instagram.com/@yojimmykim 

Tik Tok: https://www.tiktok.com/@yojimmykim

Follow Bryan MacDonald at:

X: https://www.twitter.com/bryanomaspride

LinkedIn: https://www.linkedin.com/in/bryan-macdonald-ct

IG: https://www.instagram.com/@anythingbutasalad

Tik Tok: https://www.tiktok.com/@anythingbutasalad

Follow John Roman at: 

X: https://www.twitter.com/@JohnMRoman

Linkedin: https://www.linkedin.com/in/john-roman/

IG: https://www.instagram.com/@johnnyromes

Tik Tok: https://www.tiktok.com/@johnmroman

Follow Amer Grozdanic at: 

X: https://www.twitter.com/@AmerGrozdanic

Linkedin: https://www.linkedin.com/in/amer-grozdanic

IG: https://www.instagram.com/@amergrozdanic

Tik Tok: https://www.tiktok.com/@amergrozdanic

Contact us at hello@asompod.com for sponsorships, appearance requests, interviews, or general information!