Zach Niemiec, Bariatric Fusion: How authenticity drives customer engagement and retention

Today on Retention Chronicles we are joined by Zach Niemiec, Director of Administrative Services at Bariatric Fusion, a supplements company specifically designed for customers, who are also affectionately known as patients within the Bariatric Fusion community, who have undergone Bariatric surgery. You can almost feel the authenticity seep through the microphone as Zach tells Mariah about the care and community Bariatric Fusion provides their patients with. In addition to sharing how Bariatric Fusion listens to their customers with features such as access to a product recommendation email, health questionnaires, and recipe quizzes, Zach also shares about meeting the needs of his patients. When the COVID-19 pandemic hit, a lot of support groups Bariatric Fusion patients relied on were put on pause. Zach, seeing the positive impact these groups provided for his patients, swiftly acted to institute virtual support groups that have stayed within the Bariatric community even with in-person events resuming. This is a phenomenal example of how to understand your customers and add value to their life so that your brand creates a community for your people. As stated in the episode, the goal should be to make a brand community that is so loved that when and if someone walks away, they feel homesick. Make sure to tune in to hear more and subscribe on all your favorite channels.Be sure to subscribe to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands at gomalomo.com. Try our free trial today!