EP 44: The Future of eCommerce Customer Retention: Beyond Loyalty Programs

Apr 24, 2025

In this discussion, Anthony Combs, CEO of Splendies, shares insights on customer retention beyond loyalty programs. He highlights the vital differences between DTC brands and subscription models, emphasizing innovative strategies like surprise gifts and personalized experiences. The conversation also covers the importance of building emotional connections with customers and unique onboarding approaches. Additionally, the team reflects on the financial pitfalls of flashy projects, using Vegas’ Sphere as a cautionary tale. It's an engaging look at retaining customers in today's competitive market.

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ANECDOTE

Subscription vs D2C Experience

John Roman explained the key difference between subscription and D2C models using BattleBox's approach.
Subscribers eagerly await each month's unique set, unlike D2C where purchase timing varies.

INSIGHT

Retention Overshadowed by Acquisition

Retention has always mattered alongside acquisition, but is often overshadowed by the excitement of new customer growth.
Many entrepreneurs focus on acquisition due to lack of knowledge about retention strategies.

INSIGHT

Retention Gains As Acquisition Costs Rise

Retention efforts become more critical as acquisition costs rise and new customers are harder to find.
Retention is less exciting to marketers because its impact is incremental and less flashy than new customer acquisition.

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