Customer Retention Expert Podcast Episodes
Looking to improve how many of your customers come back and buy again?
You’re in the right place!
Below you’ll find loads of episodes to help you do just that, including our latest mini-series specifically focused on improving eCommerce Customer Retention rates.
Enjoy!
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Listen to our Customer Retention Experts on the Podcast:
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Customer Retention & Post Purchase: Turn Unboxing Into a Marketing Channel & Keep Customers Coming Back with Mollie Woolnough-Rai, Penny Black (episode 248)
Mollie Woolnough-Rai is the Senior Marketing Manager at post-purchase specialists Penny Black. For over 6+ years she’s been focused on helping DTC brands find the best ways to build CTLV and long-term, sustainable revenue. Listen now for free: Dive in: [03:14] Retail roots to content strategy. [06:37] Rethinking customer retention strategies. [10:45] Optimizing first impressions for conversion. [13:49]…
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Customer Retention & Post Purchase: CRM Simplified – The Right Tech, Clean Data, and Performance Insights with Nicky Lomax (episode 247)
Nicky Lomax is a CRM specialist – spending 10 years at marketing and data agency more2, creating both acquisition & retention data strategies for BIG retail brands like Loaf, Charles Tyrwhitt, Book People, Joules, Sweaty Betty, and hush!! She now works brand side most recently running CRM projects at The Perfume Shop, Yoto, This Works…
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Customer Retention: How Subscription Attracts & Retains More Customers with Matthew Holman, Subscription Prescription (episode 246)
Matthew Holman runs Subscription Prescription and is obsessed with getting subscription eCommerce right. Helping brands via his newsletter, podcast and fractional subscription leadership consulting. Listen now for free: Dive in: [05:12] Subscription isn’t just retention. [08:35] Subscription strategy debate. [09:29] Boosting subscription conversions strategies. [15:26] Enhancing subscription offers effectively. [18:12] Discount strategy beyond price cuts. [20:38] Effective email engagement strategies. [24:48]…
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Customer Retention: Why Resale Is the Next Big Thing in Customer Retention with Lydia Hartley, Continue (episode 245)
Lydia Hartley is co-founder at Continue, a software solution that enables brands to launch their own resale marketplace, already in use by 22 brands including ThruDark, BAM, and Hayley Menzies. Listen now for free: Dive in: [05:28] Empowering brands in resale market. [07:54] Boost brand loyalty with resell rewards. [10:23] Secondhand marketplace boosts brand loyalty. [15:36} Easy ecommerce…
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Customer Retention: Mistakes to Avoid with Thomas Lalas (episode 244)
Thomas is a specialist in retention marketing for BIG brands area – those doing over 8 figures in annual sales. With a specialism in the CPG, health and wellness, and subscription-first sectors. Listen now for free: Dive in: [05:23] Key to retention: product frequency. [09:21] Subscription vs. non-subscription loyalty. [11:48] Subscription strategies as product essentials. [16:04] Boosting ad…
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AI Use Cases: Using AI to Optimise Discounts, Boost Sales, and Improve Customer Experience with Rosie Bailey (234)
Rosie is CEO at Nibble, where they’re building the future of AI negotiation. Listen now for free: Dive in: [08:11] AI enables personalized, natural language conversations effectively. [10:19] Consumer electronics brand avoids blanket promotions. [13:58] Insightful data reveals effective discount strategies. [17:01] Integration enhances customer-brand relationships through chatbots. [21:24] Balancing AI ethics and human-like chatbots. [24:15] Offload customer inquiries to…
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Attribution: Creating a Customer-Centered Privacy Strategy with Siobhan Solberg, Raze (episode 227)
Siobhan Solberg is a data protection consultant… with a growth mindset. Yeah! She founded her consultancy Raze back in 2018 to help businesses take control of and optimise their marketing data. Listen now for free: Dive in: [06:50] Transparent data practices build customer trust and retention. [14:50] Maintaining accurate marketing lists is daily hassle. [19:18] Shift from…
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Q4 Updates: Strategies to Leverage the Secondhand Market with Zoe Rowswell, Tern Eco (episode 221)
Zoe Rowswell is the co-founder of Tern Eco, and has some amazing Fashion eCommerce credentials. Zoe was Director of eCommerce for Urban Outfitters, Global Director of eCommerce and Omnichannel at Jimmy Choo, AND rose from assistant merchandiser to Head of Online Trading during 14 years at TopShop. Listen now for free: Dive in: [05:19] eCommerce…
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Offline Marketing: How to Maximise Catalogue Impact for Higher Conversions with Anna Wilson, Go Direct Marketing (episode 212)
Anna Wilson has over 21 years of experience optimising retention and acquisition strategies for growth for mail-order retailers. Working both agency AND client side she has a wealth of experience to share gathered whilst working for brands like Orvis, Boden, The White Company, Able & Cole, Glasses Direct, and many more. She’s now a senior…
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Omnichannel: Harnessing Physical Retail for eCommerce Success with Oliver Banks, OB&Co (episode 202)
Oliver Banks is the founder of retail consultancy OB&Co, host of The Retail Transformation Show podcast, and Author of the brand new book “Driving Retail Transformation: How to Navigate Disruption and Change” already described by Boots UK’s Chief Digital officer as “Essential reading for any retail leader” AND (like me) one of LinkedIn’s top Retail…
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Email: Using Predictive Analytics to Elevate Your Email Marketing Strategy with Daniel Budai, Budai Media (episode 195)
Daniel Budai has been doing email marketing since 2017, and he and his team have helped over 180 eCommerce brands improve their sales. He’s the CEO & Founder of Budai Media. They focus only on retention marketing – helping their clients communicate better with their audience AND increasing retention of the best customers with laser-targeted…
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Peak Season Updates: From Discounts to Bundles – Profitable Promotions 101 with Rosie Bailey, Nibble (episode 169)
Rosie Bailey is the CEO at Nibble, THE award-winning eCommerce AI negotiation bot. Which means she’s ALL about helping eCommerce brands and retailers to increase conversion at the same time as saving margin – thus ultimately increasing profits! Listen now for free: Dive in: [05:15] Academic research shows negotiation costs: time, face.[08:43] Customer lifetime value…
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Offline: The 100% Open Rate with Unboxing Experiences with Dru Carpenter (episode 154)
Today’s Offline marketing expert is Dru Carpenter, the co-founder at Slippy.io – an amazing tool for creating personalised print inserts to put in your parcels. We talk about the power of print inserts and how their 100% open rate can have a huge impact on your customer retention. Listen now for free: Why You Should…
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Offline: The Secret to Powerful Product Packaging with Lindsay Quan (episode 152)
Packaging is a phenomenal customer retention tool – when done right. Find out more from today’s guest, Lindsay Quan, Creative Director and Founder of Looq Design, about how this can even be a customer acquisition channel. She has been helping brands with strategic design since 2001, and knows the powers of a true brand experience.…
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Sales Driving Partnerships… with your Customers (episode 107)
Jason is the Director of Partnerships at LoyaltyLion – one of the leading customer loyalty and engagement platforms. So who better to discuss how you can partner with your own customers to increase sales?
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Email Marketing: Customer-First Data for Customer Retention with Klaviyo’s Gemma Banks (episode 096)
Gemma Banks is the Senior Marketing Director for the EMEA and APAC at Klaviyo, and she’s been helping brands like you improve their eCommerce marketing since 2013! She really knows her email marketing eCommerce stuff! This episode is a simulcast (of sorts!) with our brand new eCommerce MasterPlan Virtual Summit that goes live today! 10…
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Loyalty: Discover how your Brand Perception is central to your customer loyalty levels (episode 070)
Angeley has had a fascinating career including time working for Amazon, Intuit Quickbooks, and GoDaddy! Throughout she’s been focused on helping companies and markets grow – especially through using research and customer insights. In fact, the company she now works for (Latana) is all about helping brands make better marketing decisions through the insights they…
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Loyalty: Building TRUE Customer Loyalty with consumer psychologist Michael R Solomon (episode 069)
Michael is a Professor of Marketing in Haub School of Business at Saint Joseph’s University in Philadelphia, Marketing Consultant, and Author of multiple excellent books on consumer behaviour including his latest bestseller “The New Chameleons: How to Connect with Consumers Who Defy Categorization”.
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Loyalty: Incentivising your loyal customers to refer new customers with ReferralCandy’s Raúl Galera (episode 068)
Raul’s spent the last five years at ReferralCandy helping eCommerce brands turn the loyalty they’ve built with their existing customers into a new customer acquisition channel!
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Loyalty: Building a great Loyalty Program with Fiona Stevens from LoyaltyLion (episode 067)
As head of marketing at LoyaltyLion, there’s not much Fiona doesn’t know about how brands are creating successful loyalty programs! So, quite frankly, we couldn’t run our first month on loyalty without getting Fiona on board!
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Email: Using your Email Segmentation to improve your Facebook Ad results with Kunle Campbell (episode 039)
Kunle is an eCommerce obsessive, an ‘outsourced CMO’ and advisor to a range of DTC product businesses. He’s been involved in eCommerce and online marketing since the early 2000s and is now best known at the host of the 2x eCommerce Podcast.
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