2023 was a thrilling year for Retention Chronicles! We wrapped up season 3 and launched season 4 with an incredible lineup of ecommerce leaders and founders spilling the tea on all things retention. Here are some of the most memorable moments:
1. Personalized order, returns, and exchange tracking with Kristen Tumasonis (Marketing Dir., SuitShop) & Katy Eriks (Dir. CX, SuitShop)
In an exciting episode, Suitshop’s Marketing Director Kristen Tumasonis and Director of Customer Service Katy Erics discuss all things personalization in ecommerce. From orders placed to returns and exchanges, personalization is critical throughout the customer journey. Learn all about our amazing integration with Loop, get a lesson on suit fit, discover how to set up custom flows based on event dates, and more. You won’t want to miss out on this one (it’s #1 for a reason!).
2. E-commerce marketing strategies and customer retention with Blake Imperl (Former VP of Marketing, Carro)
If you’ve been here a while, you know that Blake Imperl is no stranger to the ecommerce industry. As the current Vice President of Marketing at Digioh, Blake knows a thing or two about how to help Shopify brands implement marketing strategies that boost retention and drive sales.
In this episode, Blake focuses on how humanizing the shopping experience can increase customer loyalty and retention. Plus, if you want to get a head start on next year’s BFCM strategy, he shares tips on how to set up transactional emails and SMS marketing campaigns.
3. How to keep the same level of service through growth with Erik Huberman (Founder & CEO, Hawke Media)
Erik Huberman knows a thing or two about growing a company. As the Founder and CEO of Hawke Media, Erik has been through the highs and lows of owning a company. Yet, through it all, he’s been able to continue the same exceptional level of service with every transaction. Tune into this exciting episode and learn more about how your Shopify brand can maintain the same level of service throughout all stages of growth, why marketing is an infinite opportunity cost, and more.
4. How data scrambling policies will make personalization harder with Joe Vancena, CEO & Co-Founder of Status
It seems like every week, there’s a new privacy feature that limits how Shopify brands can harness data to better personalize the shopping experience. But luckily for you, Joe Vancena, the founder and CEO of Status, joined us on Retention Chronicles to talk about how brands can deeply personalize the customer experience without breaking any laws. Plus, we discuss what’s working in retention, why consumers check out as guests (and how to encourage them to create an account), and more.
5. Building brand reputation with great support even when issues arise with Aaron Quinn (Founder and CEO of eHouse)
Building your brand’s reputation is crucial. Brand reputation takes years to create but can be disheveled in seconds, so you need to have a supportive and passionate leadership team behind you. In less than an hour, tap into the 20+ years of experience of Aaron Quinn, Founder and CEO of eHouse. Learn how to build a customer-first strategy, nurture your Shopify brand’s reputation, thoughtfully engage with customers, and more.
What if we all took ourselves a little less seriously? Brands can have a dedicated mission and thoughtful vision and showcase their fun personality all at the same time. And if they do it right, it will be what sets them apart from the competition.
That’s what Co-Founder and CEO Christina Dorr Drake is accomplishing at Wila’s Oat Milk, where she and Mariah Parsons discuss developing a brand, how to experiment with different social media tactics, gifting products to influencers, and more.
7. Having your customer care team respond to social media comments with Garret Akerson (Co-Founder, Kindred Bravely)
The first company that responds to any comment on social media is the company that wins your business, so it’s important to prioritize social media engagement in your brand’s marketing strategy. But who should be behind the screen directly engaging with your customers? Garret Akerson, Co-Founder of Kindred Bravely, trains his customer care team to take on this responsibility. After all, it’s the customer care team that understands the needs and problems of the customers the most. Listen to this episode to learn more about building an efficient customer care team, how to gather social proof in the early stages of your business, and more.
Profitability in 14 days? Impossible.
Josh Chin, Co-Founder and CEO of Chronos, aims to maximize the profitability of a customer within the first 14 days while interest and excitement levels are at an all-time high. This is especially true within the post-purchase experience. During this time, brands need to identify key moments of excitement and introduce new products or bundles that are relevant to their customers. Learn more about this process, the 3 key stages of the customer experience, how to drive repeat purchases for subscribers, and more.
9. Stealth-Launching New Brands and Taking Others from 8 to 9 Figures with Ari Murray from Sharma Brands
Quality trumps quantity every day of the week, and ecommerce experts are seeing customers start to invest in fewer, high-quality products instead of cheaper items that will fall apart faster. On this episode, Ari Murray from Sharma Brands talks about not sacrificing quality for the sake of growth, why brands should focus on customer experience instead of acquisition, and more.
10. Witnessing the power of transactional notifications and order tracking with George Kapernaros (Founder & CEO of YOCTO)
Who’s got the power? Transactional notifications.
Wrapping up our top 10 moments on the Retention Chronicles Podcast is with George Kapernaros, Founder and CEO of YOCTO. In this episode, we dive into how brands should utilize their order tracking page, why transactional messages are critical to growth and sales, and more.
Want to capitalize on the post-purchase experience like these leading brands?
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