EP 44: The Future of eCommerce Customer Retention: Beyond Loyalty Programs

What this episode covers

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 Combs (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. And because no episode is complete without a twist, the team also unpacks the financial disaster of Vegas’ infamous Sphere project… big investment, bold vision, and some not-so-fun realities.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 investmentsIf you're building a subscription-based biz (or just want customers to stick around longer), you’ll want to hit play on this one._____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 with ease. Learn more at https://www.omnisend.com/Nacelle — Transform your eCommerce store with AI-powered product recommendations that understand your customers’ actual behaviors, not just their purchases. Learn more at https://www.nacelle.comWorkspace6 — The best community for 7, 8 & 9 figure+ eCommerce operators. Why struggle alone? Other founders have already solved your biggest challenges. Learn more at https://www.workspace6.io  Subscribe to our newsletter! We drop weekly hot takes, totally unfiltered. Join us at https://asompod.comCome hang out with us IRL - https://commerceroundtable.com_____00:26 A Night Out in Vegas: Whistle Blowing Incident02:53 Welcome to the ASOM Pod03:23 Introducing the Hosts and Guests06:56 Customer Loyalty: Beyond the Program09:31 The Importance of Retention in eCommerce14:12 Curating Subscription Experiences20:38 Surprise and Delight: The Subscription Model24:23 Subscription vs. One-Time Purchase Retention27:35 Analyzing Customer Cohorts and LTV29:00 Marketing Strategies for One-Time Purchasers29:33 Challenges with TikTok and Customer Data30:52 Retention Strategies and Exclusive Perks32:37 Community Engagement and Member Perks34:38 Loyalty Programs and Customer Feedback41:25 Subscription Models and Pricing Strategies49:43 Guess That Business Game54:44 Conclusion and Wrap-Up_____Follow Jimmy Kim at: X:  https://www.twitter.com/yojimmykim Linkedin:  https://www.linkedin.com/in/yojimmykimIG: https://www.instagram.com/@yojimmykim Tik Tok: https://www.tiktok.com/@yojimmykimFollow Bryan MacDonald at:X: https://www.twitter.com/bryanomasprideLinkedIn: https://www.linkedin.com/in/bryan-macdonald-ctIG: https://www.instagram.com/@anythingbutasaladTik Tok: https://www.tiktok.com/@anythingbutasaladFollow John Roman at: X: https://www.twitter.com/@JohnMRomanLinkedin: https://www.linkedin.com/in/john-roman/IG: https://www.instagram.com/@johnnyromesTik Tok: https://www.tiktok.com/@johnmromanFollow Amer Grozdanic at: X: https://www.twitter.com/@AmerGrozdanicLinkedin: https://www.linkedin.com/in/amer-grozdanicIG: https://www.instagram.com/@amergrozdanicTik Tok: https://www.tiktok.com/@amergrozdanicContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!

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