Customer retention marketing

How to do customer lifecycle marketing driven by cohort analysis, CLV maximization, repeat rate optimization and retention reports.

Report: Customer retention & DTC brands

Metilo’s focus is customer retention. We help you build long-lasting and profitable relationships with your customers and grow sustainably from there.

That’s why it’s important for us to share the good practices in customer retention. Consulting our clients, we have been able to see first-hand what works in different product categories and how retention fits in the big picture of business.

This report presents data from our consulting work with direct-to-consumer brands, summarizing it by categories so benchmarking yourself is more relevant. The brands included are niche, DTC, and long-term oriented, meaning they consciously work for retention and optimize their marketing using all our tools.

Creating a post-purchase experience for long-term loyalty

Customer loyalty can have an overwhelming impact on your business. With so many brands of varying sizes focussing almost wholeheartedly on acquisition, they’re missing a lot of low-hanging fruit.

When you shift your focus to creating a post-purchase experience, you’ll find more customers coming back and buying from you a second time.

Why?

Why all successful direct-to-consumer brands invest heavily in customer retention

Many big brands are well aware of the fact that they need not only to find more new customers but that they also have to retain the existing ones.

It’s 2018 and people change their minds and their brand loyalty as fast as their Facebook statuses.

If your business doesn’t give them what they want, they will move on. Even if they were once satisfied with your service or product, this is not enough anymore. Customer retention is an important strategy and you should master it, too.

Where to start with Retention Marketing

Customer retention is essential for a  successful e-commerce business. It earns you stable revenue inflow that you can reinvest in new customer acquisition or product development.

Retention helps you stay afloat financially because it’s cheap (even free) way to get new sales and revenue.

To do real retention marketing, you need to go deep into customer behaviors and analyse their buying habits before setting up campaigns.

Lifecycle emails to keep your customers close

Successful customer retention relies on constant communication between brand and customers. But how to do it without being annoying?

With carefully planned lifecycle emails.

There are various ways you can engage your customers on social media, via direct mail, paid search but email nurturing gives you the best levels of ROI in retaining customers.

Of course, the content in emails is what makes the difference between a winning lifecycle email and a losing one. We will get to this a bit later.

Why you should do cohort analysis for your online store

I know you have a thousand things to do and cohort analysis on not top of the list, but you should incorporate it in your marketing activities and business performance reports because it is gold.

Cohort analysis gives you personalization at scale since it’s not 1-on-1, but it’s not blanket approach to your whole customer base either.

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