Ep 484: How to Track Lifecycle Metrics, Not Just Revenue with Jordan Gordon from Pilothouse and The World's Best Email and Retention Podcast

Feb 21, 2025

Jordan Gordon, an email and retention expert at Pilothouse, discusses crucial strategies for improving customer engagement. He emphasizes the importance of tracking lifecycle metrics beyond just revenue, identifying the three key stages: promotional, customer, and category lifecycles. Jordan warns about the pitfalls of discount strategies that can erode margins and highlights how a growing revenue line may not signify health. Understanding these metrics is key to maintaining customer loyalty and achieving sustainable growth.

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Intro

00:00 • 2min

Tracking Lifecycle Metrics for Sustainable Business Growth

02:19 • 5min

Understanding Buyer Behavior Through Lifecycle Metrics

07:15 • 5min

The Value of Customer Loyalty

12:07 • 7min

Understanding Lifecycle Metrics for Business Growth

19:04 • 4min

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Today, we’re doing something a little different. We’re featuring an episode from The World's Best Email and Retention Podcast (TWBERP)—a must-listen for anyone looking to maximize revenue from the customers they’ve already acquired.

Subscribe to TWBERP Here: https://open.spotify.com/show/30OswCnXzinWp0zBP1kenR?si=gFxF-OOsQY2FNh0Tc_1Q0A

TWBERP is where Jordan Gordon and the Pilothouse email and retention team break down the strategies that keep customers engaged and spending, without relying on constant acquisition.

In this episode, Jordan dives into a concept that big brands obsess over but most DTC brands ignore—tracking your lifecycle metrics, not just your revenue. He breaks down:

🔹 The 3 key lifecycle stages—Promotional, Customer, and Category—and why tracking them gives you a clearer picture of your business health.

🔹 How to spot margin erosion in your discounting strategy before it tanks your profits.

🔹 Why a growing revenue line can actually be a red flag—and what to look for instead.

If you’re serious about scaling your brand sustainably, this one’s a must-listen.

Hit play and don’t forget to subscribe to TWBERP!

Timestamps:

00:00 Introduction to Lifecycle Metrics

02:00 Why Tracking Revenue Alone Is Not Enough

04:30 Three Key Lifecycle Metrics to Monitor

07:15 The Impact of Discount Strategies on Profit Margins

10:45 Building a Loyal Customer Base vs. Constant Acquisition

14:30 How to Measure Customer Retention Effectively

18:15 The Role of Product Categories in Lifecycle Marketing

22:00 Closing Thoughts & Email Growth Strategies

Hashtags:

#EmailMarketing #CustomerRetention #LifecycleMetrics #EcommerceGrowth #DigitalMarketing #DTC #MarketingStrategy #BusinessGrowth #EmailOptimization #RetentionMarketing

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