The Future of eCommerce Customer Retention: Beyond Loyalty Programs - EP44

The Future of eCommerce Customer Retention: Beyond Loyalty Programs

In this episode of the ASOM Pod, hosts Jimmy Kim (CEO of eCom Email Marketer, formally Founder of Sendlane), John Roman (CEO of BattlBox), Amer Grozdanic (CEO of Praella), and special guest host: Anthony Coombs (CEO and Founder of Splendies) get real about the differences between DTC and subscription-based businesses, and why retention is the lifeline for recurring revenue.They share personal stories and tactical wins—from surprise-and-delight strategies to exclusive communities and member anniversaries—that turn casual buyers into lifelong fans.

What You’ll Learn in This Episode:
– Why DTC brands need to think beyond the sale
– Creative retention strategies that don’t involve boring point systems
– How brands like Splendies and BattlBox are reinventing the subscription experience
– When retention falls flat—and how to fix it– What Vegas’ Sphere flop teaches us about flashy vs. functional investments

If you're building a subscription-based biz (or just want customers to stick around longer), you’ll want to hit play on this one.

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Big shoutout to our sponsors who make this podcast possible!

Omnisend — With 125,000+ eCommerce merchants, Omnisend is the all-in-one email & SMS marketing platform built to deliver seamless, personalized experiences via email and sms with ease. Learn more at https://www.omnisend.com/

Alia - An app that is revolutionizing how brands turn website visitors into loyal customers. With some of the highest performing pop ups in ecommerce, Alia is helping brands ditch traditional webforms and double down on education, personalization and conversion. We highly recommend you check out :https://www.alialearn.com/

Subscribe to our newsletter! We drop weekly hot takes, totally unfiltered. Join us at https://asompod.com

Come hang out with us IRL - https://commerceroundtable.com

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00:26 A Night Out in Vegas: Whistle Blowing Incident
02:53 Welcome to the ASOM Pod
03:23 Introducing the Hosts and Guests
06:56 Customer Loyalty: Beyond the Program
09:31 The Importance of Retention in eCommerce
14:12 Curating Subscription Experiences
20:38 Surprise and Delight: The Subscription Model
24:23 Subscription vs. One-Time Purchase Retention
27:35 Analyzing Customer Cohorts and LTV
29:00 Marketing Strategies for One-Time Purchasers
29:33 Challenges with TikTok and Customer Data
30:52 Retention Strategies and Exclusive Perks
32:37 Community Engagement and Member Perks
34:38 Loyalty Programs and Customer Feedback
41:25 Subscription Models and Pricing Strategies
49:43 Guess That Business Game
54:44 Conclusion and Wrap-Up
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Follow Jimmy Kim at:
X: https://www.twitter.com/yojimmykim
Linkedin: https://www.linkedin.com/in/yojimmykim
IG: https://www.instagram.com/@yojimmykim
Tik Tok: https://www.tiktok.com/@yojimmykim

Follow Bryan MacDonald at:
X: https://www.twitter.com/bryanomaspride
LinkedIn: https://www.linkedin.com/in/bryan-macdonald-ct
IG: https://www.instagram.com/@anythingbutasalad
Tik Tok: https://www.tiktok.com/@anythingbutasalad

Follow John Roman at:
X: https://www.twitter.com/@JohnMRoman
Linkedin: https://www.linkedin.com/in/john-roman/
IG: https://www.instagram.com/@johnnyromes
Tik Tok: https://www.tiktok.com/@johnmroman

Follow Amer Grozdanic at:
X: https://www.twitter.com/@AmerGrozdanic
Linkedin: https://www.linkedin.com/in/amer-grozdanic
IG: https://www.instagram.com/@amergrozdanic
Tik Tok: https://www.tiktok.com/@amergrozdanic

Contact us at hello@asompod.com for sponsorships, appearance requests, interviews, or general information!
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