Chew on This - Digestable DTC Content When Should You Implement a Loyalty Program?
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Jul 8, 2025 Join Mike Rossi, CEO of Smile, and Nihar Kulkarni, Managing Director at Roswell NYC, as they delve into the world of loyalty programs. They discuss the urgent need for brands to shift focus from customer acquisition to retention, emphasizing data-driven strategies. Insights on crafting effective loyalty programs for new brands reveal the power of customer engagement. They also explore emotional motivations behind purchasing decisions, the importance of communication with customers, and sustainability in e-commerce. Tune in for actionable tips and witty anecdotes!
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Start Loyalty Now To Stop Leaky Acquisition
- Do implement a loyalty program early to capture emails, phone numbers and reduce repeat acquisition costs.
- Integrate basic flows (welcome, abandoned, win-back) and connect them to loyalty quickly to retain traffic.
Think Like A Private Equity Analyst
- Brands are becoming financially sophisticated and must think like private equity analysts about unit economics.
- Lifetime value must justify acquisition spend and other inputs for sustainable growth.
Start Retention By Reverse-Engineering Your Data
- Do start retention work by analyzing your data: returning users, conversion rates, and list growth to reverse-engineer impact.
- Then layer loyalty, reviews and CX so systems talk and retention isn't siloed.