Customer Retention: Mistakes to Avoid with Thomas Lalas (episode 244)
by Chloe ThomasThomas 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:
Subscribe to Keep Optimising on your favourite Podcast App
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 engagement with enthusiastic emails.
[19:27] Personalization through zero party data.
[21:12[ Typeform vs. one-click polls.
[23:50] Insider Tips from Thomas!
The First 14 Days Matter Most
The first two weeks after a customer makes a purchase are critical for retention. This is when most customers decide if they will stay or leave. If they don’t feel excited or supported, they may never buy again. Brands should use this time to remove doubts, provide helpful content, and make the experience enjoyable. A great start builds trust and increases the chances of repeat purchases.
Know Your Customers and Personalize the Experience
Successful retention comes from understanding what customers need and giving them the right experience. Brands should collect data through simple surveys, polls, and interactions. This information helps tailor emails, offers, and product recommendations. Customers are more likely to stay when they feel like the brand understands them. Personalization makes them feel valued and keeps them engaged longer.
Product Quality Is Essential For Retention
No matter how sophisticated your retention strategies are, they won’t be effective if your product or service is not of high quality. Customers are more likely to return to a brand that consistently delivers on its promises. So it’s crucial to focus on creating a high-quality product or service that meets the needs and expectations of your target audience.
Listen to hear Thomas’s Insider Tips on Retention!
Interview links
Sponsored by…
Are you drowning in retention tactics and Klaviyo flows but still can’t prove with certainty which ones actually bring customers back?
That’s the Retention Clarity Gap.
Brands like Healf, Heights, and Kilo.Health trust YOCTO to fix it. We help you go from ‘we think it’s working’ to ‘we KNOW it’s working’ – so you can finally prove your impact.
Click here to get a personalized retention playbook that actually makes sense to your execs.
