エピソード

  • How One Brand Cut Churn 40 Percent With Exit Surveys

    How One Brand Cut Churn 40 Percent With Exit Surveys
    2026/06/07
    Lucas and Luna dive into how a mid-size DTC apparel brand used exit-intent surveys to slash customer churn by 40 percent in six months. They walk through the specific questions asked, the data the brand collected, and how the insights reshaped their email and SMS retention flows. The episode also touches on why most brands botch exit surveys (asking at the wrong moment, using too many fields) and how this brand turned cancellation data into a loyalty program redesign. A concrete case study for anyone running retention marketing. #ExitSurveys #ChurnReduction #DTCBrands #RetentionMarketing #CustomerRetention #EmailMarketing #SMSCampaigns #LoyaltyProgram #CancelationData #MarketingStrategy #PodcastEpisode #FexingoBusiness #BusinessPodcast #MarketingTips #CustomerInsights #DataDriven #ApparelBrand #ExitIntent Keep every episode free: buymeacoffee.com/fexingo
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    9 分
  • How Subscription Brands Use Win-Back Emails to Retain Customers

    How Subscription Brands Use Win-Back Emails to Retain Customers
    2026/06/07
    Lucas and Luna break down the win-back email strategies that subscription brands use to re-engage lapsed customers before they churn for good. Using real examples from Dollar Shave Club and The Wall Street Journal, they walk through the three-stage win-back funnel: the empathy email, the incentive email, and the 'we miss you' final offer. They also discuss the optimal timing for each touchpoint and how segmentation by past purchase behavior lifts reactivation rates. Along the way, they explain why a generic 'come back' message fails and how personalized subject lines can double open rates. This episode is packed with actionable data for any subscription-based business looking to reduce churn and recover revenue. #WinBackEmails #SubscriptionRetention #ChurnReduction #DollarShaveClub #WallStreetJournal #EmailMarketing #ReactivationCampaigns #CustomerRetention #MarketingStrategy #LapsedUsers #Personalization #Segmentation #RetentionMarketing #FexingoBusiness #BusinessPodcast #Marketing #EmailAutomation #CustomerLoyalty Keep every episode free: buymeacoffee.com/fexingo
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    10 分
  • How Lululemon Uses Community Events to Drive Repeat Sales

    How Lululemon Uses Community Events to Drive Repeat Sales
    2026/06/06
    In this episode of The Retention Marketing Podcast, Lucas and Luna explore how Lululemon turns in-store community events into a powerful retention engine. They break down the specific mechanics: free yoga classes, running clubs, and meditation sessions that keep customers coming back weekly. The hosts discuss the data behind the strategy — how event attendance correlates with a 40 percent increase in repeat purchases within 90 days — and why the social currency of shared experiences builds loyalty that points or discounts can't match. They also touch on the operational side: how Lululemon trains store staff to facilitate events without turning them into sales pitches, and how the brand uses email and app notifications to keep the event calendar top-of-mind. If you're a retailer wondering how to turn your physical space into a retention asset, this episode gives you a concrete playbook drawn from one of the most successful community-driven loyalty strategies in retail. #Lululemon #CommunityEvents #CustomerRetention #BrandLoyalty #InStoreExperience #RetentionMarketing #FexingoBusiness #BusinessPodcast #MarketingStrategy #Retail #Activewear #CustomerExperience #RepeatPurchases #SocialCurrency #EmailMarketing #AppNotifications #PhysicalRetail #LoyaltyProgram Keep every episode free: buymeacoffee.com/fexingo
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    6 分
  • How Warby Parker Uses Home Try-On to Drive Repeat Purchases

    How Warby Parker Uses Home Try-On to Drive Repeat Purchases
    2026/06/06
    In this episode of The Retention Marketing Podcast, Lucas and Luna break down how Warby Parker's at-home try-on program turns first-time buyers into loyal repeat customers. They explore the specific data point that 50% of Warby Parker customers who use the home try-on program go on to purchase multiple pairs over time. The hosts dig into the psychology of low-commitment sampling, the email and SMS follow-up sequence that nudges customers from trial to purchase, and how Warby Parker uses post-purchase surveys to predict future buying behavior. Learn why the home try-on program isn't just a customer acquisition tool — it's a deliberate retention engine that builds habit and emotional investment. Plus: a look at how the brand uses scarcity messaging and personalized recommendations to keep customers coming back. If you work in ecommerce retention or loyalty marketing, this episode gives you one concrete playbook you can adapt tomorrow. #WarbyParker #HomeTryOn #RetentionMarketing #EcommerceRepeatPurchases #CustomerLoyalty #EmailMarketing #SMSMarketing #PostPurchaseFlow #ScarcityMarketing #PersonalizedRecommendations #CustomerPsychology #SubscriptionCommerce #BrandLoyalty #MarketingStrategy #Business #FexingoBusiness #BusinessPodcast #RetentionPodcast Keep every episode free: buymeacoffee.com/fexingo
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    10 分
  • How Trader Joe's Uses Scarcity to Drive Repeat Traffic

    How Trader Joe's Uses Scarcity to Drive Repeat Traffic
    2026/06/05
    Trader Joe's doesn't run a traditional loyalty program, yet it boasts some of the highest repeat visit rates in grocery. In this episode, Lucas and Luna unpack the specific tactics behind that retention: the Fear of Missing Out created by 'fear of missing out' items like Pumpkin Spice Joe Joe's and the Two-Buck Chuck scarcity halo, the low-price-high-frequency psychology that makes customers feel smart every time they shop, and why Trader Joe's deliberately avoids email marketing—opting instead for a physical flyer called the Fearless Flyer that drives store visits. They anchor the discussion on June 2026, when the chain just opened its 600th location and same-store sales remain over 20 percent above pre-pandemic levels despite no online ordering or loyalty app. Listeners learn why retention isn't always about points and tiers—sometimes it's about making the trip itself feel like a win. #TraderJoes #CustomerRetention #RepeatPurchases #ScarcityMarketing #FearOfMissingOut #GroceryIndustry #LoyaltyWithoutPoints #FearlessFlyer #TwoBuckChuck #PrivateLabel #MarketingStrategy #BehavioralEconomics #CustomerPsychology #LowPriceHighFrequency #StoreTraffic #FexingoBusiness #BusinessPodcast #Marketing Keep every episode free: buymeacoffee.com/fexingo
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    9 分
  • How Subscription Brands Use Payment Recovery Emails

    How Subscription Brands Use Payment Recovery Emails
    2026/06/05
    In this episode of The Retention Marketing Podcast, Lucas and Luna dive into the art of payment recovery emails for subscription-based businesses. They examine how a mid-sized meal kit company recovered 27% of failed transactions with a three-email sequence, the importance of timing and tone, and why proactive payment reminders can boost customer trust. The hosts also discuss the economics of dunning management, the role of SMS as a backup channel, and the surprising data point that 68% of recovered customers stay active six months later. With practical examples and concrete numbers, this episode gives retention marketers a clear playbook for reducing involuntary churn. #PaymentRecovery #DunningEmails #SubscriptionRetention #FailedTransactions #EmailMarketing #SMSMarketing #ChurnReduction #InvoluntaryChurn #MealKit #DataDrivenMarketing #CustomerRetention #RetentionMarketing #FexingoBusiness #BusinessPodcast #Marketing #Ecommerce #Reactivation #Loyalty Keep every episode free: buymeacoffee.com/fexingo
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    9 分
  • How Casper Uses Email to Win Back Mattress Shoppers

    How Casper Uses Email to Win Back Mattress Shoppers
    2026/06/04
    In Episode 30 of The Retention Marketing Podcast, Lucas and Luna break down Casper's post-purchase email strategy for mattress buyers. They explore how the brand uses a 100-night trial period as a retention anchor, sending a carefully timed sequence of emails that reduce buyer's remorse, encourage sharing, and convert one-time mattress purchasers into loyal bedding and accessory customers. The hosts walk through the actual email flow — from the 'your mattress is shipping' note through the 30-day check-in and the 90-day 'how's your sleep?' survey — and explain why each touchpoint is designed to build trust rather than push another sale. They also discuss the specific metrics Casper reportedly tracks: repeat purchase rate, time to second order, and net promoter score among trial-period customers. It's a focused look at how a high-consideration DTC brand uses email to overcome the long purchase cycle inherent in its category. #Casper #EmailMarketing #RetentionMarketing #DTCMarketing #PostPurchaseEmail #CustomerLoyalty #SleepIndustry #MattressMarketing #EmailSequence #TrialPeriodStrategy #BuyersRemorse #MarketingStrategy #RepeatPurchaseRate #CustomerRetention #FexingoBusiness #BusinessPodcast #MarketingPodcast #Fexingo Keep every episode free: buymeacoffee.com/fexingo
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    8 分
  • How Sephora Uses Beauty Insider Tiers to Drive Repeat Spend

    How Sephora Uses Beauty Insider Tiers to Drive Repeat Spend
    2026/06/04
    In this episode of The Retention Marketing Podcast, Lucas and Luna break down the mechanics behind Sephora's Beauty Insider loyalty program. They explore how the three-tier structure—Insider, VIB, and Rouge—creates sunk-cost psychology, drives incremental spend, and generates over 80% of the company's sales. Lucas shares specific data on how Rouge members spend five times more than non-members, and Luna highlights the tension between rewards dilution and exclusivity. They also discuss recent changes to birthday rewards and point valuations, and what other retailers can learn from Sephora's playbook. A must-listen for marketers looking to understand tiered loyalty done right. #Sephora #BeautyInsider #LoyaltyProgram #TieredLoyalty #RetentionMarketing #CustomerLoyalty #RepeatPurchases #SunkCost #Rouge #VIB #PointValuation #Exclusivity #BeautyRetail #Marketing #FexingoBusiness #BusinessPodcast #RetentionStrategy #CustomerSpend Keep every episode free: buymeacoffee.com/fexingo
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    10 分