Episodes
How a Wine Retailer Uses Email Reminders to Retain Buyers
Most wineries chase new buyers. This one built a retention engine around a simple ritual: the refill. In this episode, Lucas and Luna dig into how a direct-to-consumer wine retailer uses automated email reminders tied to each customer's last purchase to trigger reorders, cut churn, and raise average order value. We walk through the actual mechanics: the timing logic, the subject lines that work, and the surprising lift they saw when they swapped a generic 'back in stock' email for a…
How a Wine Club Uses Email to Retain Members
Lucas and Luna dive into the mechanics of a wine club's email retention strategy, focusing on the 'allocator' model used by high-end wineries. They explore how scarcity, tiered access, and educational content keep members renewing year after year. With a concrete case study of a Napa Valley winery that boosted member retention by 22 percent, the episode breaks down the specific email sequences, personalized offers, and data-driven triggers that make wine club memberships sticky. Perfect for…
How a Coffee Chain Uses SMS to Retain Through Predictive Reordering
In episode 156 of The Retention Marketing Podcast, Lucas and Luna dive into a fresh angle: using SMS to drive repeat purchases through predictive reordering. They explore how a regional coffee chain analyzes purchase history and weather data to send timely, personalized text messages that nudge customers back into the store. The episode breaks down the mechanics of predictive modeling, the importance of frequency and timing, and the delicate balance between helpful and creepy. Lucas and Luna…
How a Skincare Brand Uses Birthday Emails to Retain Customers
In this episode, Lucas and Luna explore how a DTC skincare brand turned a standard birthday email into a retention engine. They break down the psychology behind birthday rewards, the data on redemption rates, and the specific tactics — like tiered discounts and personalized product recommendations — that make these emails more than just a freebie. With a closer look at the brand's surprising lift in repeat purchase rate and average order value, they discuss why birthday emails are underused…
How a Grocery Chain Uses Email to Save At-Risk Shoppers
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a regional grocery chain uses email to win back at-risk shoppers before they churn. They break down the retailer's trigger-based campaigns, from first-lapse alerts to personalized offers, and discuss why timely, relevant messaging beats generic discounts. With data on open rates and redemption rates, they show how a simple 'we miss you' email can reduce churn and boost repeat visits. Lucas and Luna also talk about…
How a Pet Food Brand Retains With Automated Smart Feeders
In this episode, Lucas and Luna explore how a leading pet food brand uses its smart feeder app to drive repeat purchases and deepen customer loyalty. They discuss the 'auto-refill' feature that syncs with real-time food consumption data, sending replenishment reminders via app and email. The hosts examine the psychology of habitual repurchase and the 'lock-in effect' of connected devices, while also addressing privacy concerns and the fine line between helpful reminders and intrusive nags. With…
How a Pet Food Brand Uses SMS to Retain Through Personalized Feeding Reminders
In this episode, Lucas and Luna explore how a DTC pet food subscription brand, exemplified by The Farmer's Dog, uses SMS to retain customers through personalized feeding reminders and wellness check-ins. They break down the mechanics of SMS-based retention, including timing, frequency, and the importance of two-way conversations. Learn how this approach boosts customer lifetime value and reduces churn, with practical takeaways for any subscription business. The hosts also discuss the balance…
Why Your Loyalty Program Is Quietly Killing Repeat Purchases
Loyalty programs are everywhere, but most are hurting retention more than helping. In this episode, Lucas and Luna break down the psychology of points fatigue and the 'worth-it' threshold — why a generic 10% back offer trains customers to wait for discounts instead of buying now. They look at a real-world case: how a skincare subscription brand restructured its points system to focus on redemption ease and non-monetary perks, lifting repeat rate by 18% in one quarter. They also discuss the data…
How Owala Uses Email to Drive Repeat Water Bottle Purchases
In episode 150 of The Retention Marketing Podcast, Lucas and Luna explore how Owala, the water bottle brand behind the viral FreeSip lid, uses email and SMS to turn a one-time purchase into a lifetime of refills. They break down Owala's post-purchase flow that lands three days after delivery, the color-led loyalty angle that drives collectors to buy multiple bottles, and how the brand keeps engagement high with care tips and style guides. Along the way, they discuss the psychology of repeat…
How a DTC Mattress Brand Uses Email to Retain Through Sleep Coaching
In this episode of The Retention Marketing Podcast, Lucas and Luna dive into how a direct-to-consumer mattress brand goes beyond the purchase to keep customers coming back. They explore the brand's email strategy that pairs product education with a sleep coaching program, driving repeat purchases through personalized guidance and trust-building. Lucas breaks down the numbers: a 22 percent increase in repeat purchase rate among enrolled customers, and a 35 percent reduction in churn for those…
How a Tea Brand Retains Subscribers Through Seasonal Flavor Drops
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a specialty tea brand keeps subscribers engaged through seasonal flavor drops. They break down the mechanics of a successful limited-edition launch: how the brand builds anticipation with teaser emails, uses SMS for last-minute drops, and creates a loyalty loop where subscribers feel like insiders. They dive into the psychology of scarcity, the role of community feedback in shaping the next release, and how the brand…
How Cashmere Sweater Brand Uses SMS to Retain via Weather Alerts
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a luxury cashmere brand uses weather-triggered SMS to boost repeat purchases. By monitoring local temperature drops, the brand sends personalized, timely messages with care tips and exclusive offers, creating a sense of urgency and personal connection. Discover the key metrics: a 42 percent repeat purchase rate among SMS subscribers within 30 days, a 28 percent click-through rate, and a 12 percent opt-out rate. Learn…
How a CPG Brand Uses Email to Retain Customers Through Product Education
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a consumer packaged goods brand leverages educational email content to drive repeat purchases. They discuss the strategy of teaching customers to use products more effectively, which increases product utility and brand loyalty. The episode highlights the importance of timing, personalization, and segmentation in educational email campaigns. Lucas shares examples of how brands like Whirlpool use recipes and usage tips…
How a Meal Kit Brand Uses Email to Retain Subscribers Through Recipe Personalization
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a leading meal kit brand uses email to keep subscribers engaged by personalizing recipe recommendations based on individual taste preferences and cooking behavior. They dive into the brand's strategy of sending weekly recipe suggestions that adapt to past orders, seasonal ingredients, and customer feedback, resulting in higher retention rates and reduced churn. The discussion covers the importance of behavioral data…
How a Tea Brand Uses Email to Retain Subscribers Through Flavor Exploration
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a premium tea subscription brand, Tea Runners, retains customers by turning every shipment into a flavor journey. They break down the email strategy: tasting notes, brew guides, and a 'rate your tea' loop that feeds personalization. The hosts discuss how this sensory approach boosts engagement and repeat purchases, and why it works beyond just tea. With real examples and a few laughs, they show how a simple email…
How a Coffee Brand Uses Email to Retain Subscribers Through Sensory Storytelling
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a specialty coffee brand uses email to retain subscribers by turning each delivery into a sensory story. They break down the strategy behind tasting notes, roast profiles, and origin stories that make every unboxing feel personal and repeatable. The hosts discuss how the brand leverages email to build anticipation before a shipment arrives, deepen engagement with brewing guides and barista tips, and re-engage…
How Cashmere Brands Use Email to Retain Customers
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how luxury cashmere brands are using email to keep customers coming back season after season. They dive into the specific strategy of one brand that sends personalized care instructions and exclusive previews to its most loyal shoppers, resulting in a 35 percent increase in repeat purchases. The hosts discuss the psychology behind email-driven loyalty in high-end retail, the importance of timing and personalization, and…
How Glossier Uses Email to Retain Customers Through Community
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how Glossier uses email to build a community that keeps customers coming back. They break down the 'Glossier ecosystem' — from the Into The Gloss blog to the #GlossierIRL hashtag — and explain how the brand turns customer love into repeat purchases. Lucas shares specific examples of Glossier's email campaigns, including the 'Friends of Glossier' referral program and the 'Glossier You' fragrance launch, and discusses how…
How a Plant Subscription Brand Retains Customers with Email Care Tips
Leaf & Loom, a direct-to-consumer plant subscription brand, boosted repeat purchases by 35% using a smart email sequence: welcome series with care guides, monthly plant check-ins, and timely repotting reminders that link to new pots and soil. Lucas and Luna break down how this low-cost, high-value strategy builds loyalty and upsells without being pushy — plus why the brand segments by plant type and sends personalized growth reports. If you're in DTC or subscription, this one’s full of…
Stitch Fix Retains Clients With Personalized Emails
Stitch Fix is famous for its personalized clothing subscription, but the real retention engine lies in its email strategy. In this episode, we break down how the company uses post-Fix feedback emails to refine its algorithm, preview emails to build anticipation, and thoughtful win-back sequences to re-engage lapsed clients. With a retention rate over 90% after five Fixes, the data-driven approach shows how email can gather valuable customer insights while simultaneously driving repeat…
How Ritual Uses Email to Win Back Lapsed Subscribers
In this episode, we dive into the win-back email strategy used by Ritual, the vitamin subscription brand. Lucas and Luna break down the three-email sequence that targets churned subscribers with personalized product recommendations based on their previous purchases. They discuss the 15% recovery rate within 60 days, the importance of timing and segmentation, and how Ritual avoids discounts in favor of value-driven messaging. This deep dive offers actionable insights for any brand looking to…
How Sephora Uses Email to Drive Repeat Purchases Through Beauty Insider
Lucas and Luna dive into Sephora's Beauty Insider loyalty program, revealing how the beauty giant uses email to drive repeat purchases. They explore the tiered structure—Insider, VIB, and Rouge—and how Sephora emails personalized product recommendations, birthday rewards, and exclusive event invitations to keep customers engaged. With over 25 million members and loyalty members accounting for 80% of sales, the podcast unpacks the segmentation strategies that make Beauty Insider a retention…
How a Hotel Chain Uses Email to Reclaim Expiring Loyalty Points
In episode 136 of The Retention Marketing Podcast, Lucas and Luna explore how a major hotel chain uses a three-email series to prevent loyalty points from expiring unused. They break down the segmentation strategy, the timing of the messages, and the surprising result: a 25% increase in redemption bookings. Learn how urgency and a small bonus can turn dormant points into repeat revenue. This episode is packed with actionable insights for any brand running a points-based loyalty program.…
How On Running Uses Restock Alerts to Drive Repeat Purchases
In this episode, we examine how On Running, the Swiss running shoe brand, turns product scarcity into a retention engine. When a limited-edition colorway sells out, they don't just move on. They capture email addresses and SMS opt-ins for restock notifications, then deliver a targeted sequence that brings back customers who already bought before. We break down the mechanics: how the opt-in works, what the email copy looks like, and how they segment by previous purchase history. According to On…
How a Book Subscription Brand Uses Email to Retain Members Through Community and Challenges
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a direct-to-consumer book subscription brand—call it PageTurners—used email to transform a one-time monthly box into a long-term community. By launching a year-long reading challenge, monthly author Q&A highlights, and a 'Book Club' email series with discussion prompts, the brand boosted annual retention from 70% to 85% in just eight months. Lucas breaks down the specific email flows: the welcome sequence that sets…
Winc Uses Email Tasting Notes to Retain Wine Subscribers
In this episode of The Retention Marketing Podcast, we dive into how wine subscription brand Winc uses personalized email tasting notes and food pairing suggestions to keep subscribers engaged and reduce churn. Rather than relying on discounts, Winc sends detailed, unique content for each bottle a customer receives, turning a transactional delivery into an ongoing experience. The result? A reported 30% increase in retention among subscribers who actively engage with these emails. We break down…
How Atlas Coffee Club Uses Email to Drive Subscription Retention
Episode 132 of The Retention Marketing Podcast explores how Atlas Coffee Club uses a carefully timed email sequence to turn a monthly coffee subscription into a habit. Lucas and Luna break down the preview email that builds anticipation, the brew guide that ensures a great first cup, and the post-tasting survey that keeps each shipment feel personal — along with the open rates and click-throughs that prove the approach works. They also discuss how Atlas handles subscription pauses and…
How Bombas Uses SMS to Drive Repeat Purchases Through Social Impact
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how Bombas, the sock-and-apparel B Corp, uses SMS marketing to turn a one-time buyer into a repeat customer by tying every purchase back to its buy-one-give-one mission. They break down Bombas's post-purchase SMS flow that shares the exact impact of each order, their timed replenishment campaign based on average sock lifespan, and how they use SMS to offer loyalty members early access to limited-edition colors. Along the…
Home Fitness Brand Emails Workout Plans to Boost Repeat Purchases
In Episode 130 of The Retention Marketing Podcast, Lucas and Luna explore how a home fitness brand used email to dramatically increase customer repurchase rates. Facing the reality that only 30% of equipment buyers come back for more, the brand sent weekly personalized workout plans based on the specific equipment purchased. The results: a 55% repurchase rate within 18 months, with customers upgrading machines or buying accessories. The hosts break down the email sequence, the metrics that…
How a Skincare Brand Uses SMS to Win Back Lapsed Customers
In this episode of The Retention Marketing Podcast, Lucas and Luna break down how a mid-size skincare brand called Nourish & Bloom used a strategic SMS win-back campaign to reactivate customers who hadn't purchased in over 90 days. They walk through the brand's specific trigger timing — day 90, day 120, and day 180 — and how each message used a different incentive tier: a 15 percent discount, a free shipping code, and a free product with purchase. Lucas explains why SMS outperformed email for…
How a Pet Accessory Brand Uses SMS for Customer Retention
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a pet accessory brand uses SMS to retain customers after the initial purchase. The brand, Wild One, sends a thoughtful post-purchase SMS sequence that includes care tips for their products, a request for a photo of the pet using the item, and a personalized follow-up based on the pet's size or breed. This approach increased repeat purchase rate by 18% within 90 days and reduced customer service inquiries about…
How a Home Cleaning Brand Uses SMS to Retain Customers After Service Gaps
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a home cleaning brand, FreshNest, uses SMS to re-engage customers after service gaps. When a customer skips a booking for more than 30 days, FreshNest sends a personalized SMS offering a free add-on service like oven cleaning or fridge deep-clean. The result: a 40% reactivation rate within 48 hours, generating $2.1 million in incremental revenue over one year. Lucas breaks down the data behind the strategy—the…
How a Baby Brand Uses Email to Win Back Sleep-Deprived Parents
In this episode of The Retention Marketing Podcast with Fexingo, Lucas and Luna dive into how a baby gear brand uses email to retain customers during the sleep-deprived first year of parenthood. They break down a specific automated flow that sends recovery-focused product recommendations based on purchase history—like a white noise machine upgrade when a baby turns six months old. The conversation covers why timing emails around infant sleep windows drives 40 percent higher open rates, how the…
How a Denim Brand Uses Email to Build a Lifetime Wardrobe
In this episode of The Retention Marketing Podcast with Fexingo, Lucas and Luna explore how a sustainable denim brand uses email to transform one-time jeans buyers into lifelong customers. The brand's strategy centers on 'lifetime wardrobe' emails that offer free repairs, recycling, and exclusive previews of new fits. Lucas breaks down the specific email flows: a post-purchase care guide, a six-month repair reminder, and a yearly trade-in offer. He shares data showing a 28 percent increase in…
How a Beauty Brand Uses Email to Recover Abandoned Carts
In this episode of The Retention Marketing Podcast, Lucas and Luna dive into a specific case study of a beauty brand that recovered 20 percent of abandoned carts using a single, well-timed email. They break down the exact timing, subject line, and offer structure that worked, and discuss why most abandoned cart sequences fail. Lucas argues that the problem is often not the offer but the moment of delivery, and Luna brings data on open rates by day of week. They also explore the psychology of…
How One Brand Uses Abandoned Browse Emails to Drive Repeat Sales
In this episode of The Retention Marketing Podcast, Lucas and Luna dive into a specific tactic: abandoned browse emails. They examine how a home goods brand, Haven & Hearth, uses browse abandonment triggers—not just cart abandonment—to re-engage customers and drive repeat purchases. The hosts break down the three-email sequence: a product reminder with social proof, a UGC-style email showing the product in use, and a scarcity-driven follow-up. They also discuss timing, segmentation (new vs.…
How a Pet Food Brand Uses Referral Emails to Drive Repeat Purchases
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a premium pet food brand turned one-time buyers into loyal customers by revamping their referral email program. They break down the brand's strategy: a two-tier reward system that gives both the referrer and the new customer a discount on their next purchase, combined with a triggered email sequence that reminds customers to refer after their third delivery. The hosts analyse the data behind the campaign, including a…
How One Brand Uses Post-Purchase SMS to Fuel Repeat Sales
In this episode, Lucas and Luna dive into how a direct-to-consumer skincare brand, Dewleaf, turned post-purchase SMS from a transactional necessity into a repeat revenue engine. We break down the specific three-message sequence they deployed after a customer's first order: a delivery confirmation that invites a product review, a seven-day check-in with a personalized refill reminder, and a 21-day upsell message timed to when the product typically runs out. The result? A 15 percent increase in…
How a Kitchenware Brand Uses Recipe Emails to Drive Repeat Purchases
In this episode, Lucas and Luna unpack how a mid-sized kitchenware brand, 'Stovetop & Co.,' turned its recipe email series into a repeat-purchase engine. The brand noticed that customers who opened at least three recipe emails in their first 30 days had a 65% higher 90-day repeat rate than those who didn't. Lucas walks through the specific trigger logic: after a customer buys a chef's knife, the brand sends a 'Knife Skills 101' recipe on day 3, a 'Sheet Pan Dinner' recipe on day 10, and a…
How a Clothing Brand Uses SMS to Sell Excess Inventory Without Discounting
Most brands panic-sale when inventory piles up — slashing prices, eroding margins, training customers to wait for discounts. But this week on The Retention Marketing Podcast, Lucas and Luna examine a different approach: how a direct-to-consumer clothing brand uses SMS to move excess inventory without a single markdown. Instead of blasting a 30-percent-off code, the brand sends subscribers 'exclusive early access' to small-batch restocks, limited colorways, and archive pieces that were never…
How a Pet Brand Uses SMS to Retain Customers After Price Hikes
Episode 118 of The Retention Marketing Podcast with Fexingo dives into a specific challenge: how do you keep customers loyal when you're forced to raise prices? Lucas and Luna examine a real case from a premium pet food brand that faced a 20% cost increase in early 2026. Instead of losing customers, they used a carefully sequenced SMS campaign—transparency, value reinforcement, and a loyalty tier change—to retain 85% of their recurring subscribers. The hosts break down the exact messaging…
How a Mattress Brand Uses Email to Combat the One-Buy Problem
In episode 117 of The Retention Marketing Podcast, Lucas and Luna explore the 'one-buy problem' facing direct-to-consumer mattress brands. They dive into how one company, Layla Sleep, uses a post-purchase email sequence to turn a single mattress sale into ongoing revenue through bedding bundles, care reminders, and referral incentives. The episode breaks down the specific timing of Layla's 'settle-in' email, sent at day 30 post-purchase, and how it triggers a 25 percent higher repeat purchase…
How a Fashion Brand Uses Textile Recycling to Drive Customer Loyalty
In this episode of The Retention Marketing Podcast, Lucas and Luna examine how fashion brand Patagonia uses its Worn Wear program and textile recycling initiative to drive repeat purchases and deepen customer loyalty. They discuss how Patagonia's trade-in model creates a circular economy, increases customer lifetime value, and aligns with environmental values. The hosts explore specific metrics: how trade-in credit leads to 40% higher repeat purchase rate, and how the program reduces churn by…
How a Supplement Brand Uses Email Reactivation After Product Reformulation
Episode 115 of The Retention Marketing Podcast explores how a mid-size supplement brand used email reactivation campaigns to recover customers lost after a key product reformulation. Lucas and Luna break down the specific trigger—a formula change in their best-selling protein powder—and how the brand segmented its lapsed audience into three groups: loyalists who noticed the change, price-sensitive customers who switched to a competitor, and users who simply drifted away. The hosts walk through…
How a Fashion Brand Uses Email to Reduce Returns and Drive Loyalty
Returns are a massive cost for e-commerce brands — and a huge loyalty killer. Lucas and Luna dig into how one fashion brand, Patagonia, turned returns into a retention engine. They walk through the specific email and SMS strategies Patagonia uses before purchase (fit tools and sizing videos), at delivery (care instructions and repair resources), and post-purchase (the Worn Wear program). Learn how the brand reduced return rates by 20 percent while increasing repeat purchase rate by 15 percent.…
How a Meal Kit Brand Uses SMS to Reduce Churn by 25 Percent
In this episode of The Retention Marketing Podcast, Lucas and Luna dig into how a meal kit brand called FreshRoots used targeted SMS campaigns to reduce monthly churn by 25 percent. They walk through the specific triggers—first-delivery feedback, recipe reminder, and skip-save recovery—and the numbers behind each. Lucas explains why SMS works so well for perishable subscription models and why timing matters more than copy. Luna shares why the 'skip-save' text recovered nearly 12 percent of…
How a Sneaker Brand Uses Email to Personalise Repeat Offers
In this episode of The Retention Marketing Podcast, hosts Lucas and Luna explore how a direct-to-consumer sneaker brand uses email personalization to boost repeat purchase rates. By shifting from generic promotional blasts to dynamic product feeds based on browsing and purchase history, the brand saw a 35% increase in repeat order frequency within six months. Lucas breaks down the specific technical approach — integrating real-time behavioral data with email service provider APIs — and Luna…
How a Coffee Brand Uses Loyalty Tiers to Drive Repeat Purchases
In this episode of The Retention Marketing Podcast with Fexingo, Lucas and Luna explore how a mid-sized coffee brand called Mañana Coffee uses a three-tier loyalty program to turn occasional buyers into daily subscribers. They break down the specific mechanics—points per dollar, free drink at 100 points, and an extra tier for subscribers—that boosted repeat purchase rate by 45% in six months. Lucas explains why tiered programs work better than flat discounts: they create a 'sunk-cost' mindset…
How a Coffee Brand Uses Email to Build a Subscription Habit
In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a direct-to-consumer coffee brand, Roast & Revel, uses a three-email onboarding sequence to turn one-time buyers into repeat subscribers. The key insight: they send a 'brew journal' email on day 7 that prompts customers to rate the coffee and choose their next roast, effectively making the subscription feel like a discovery service rather than a replenishment chore. Lucas breaks down the metrics — a 34 percent…
How a Subscription Box Brand Uses Referral Emails to Reduce Churn
Lucas and Luna dive into how Birchbox, the beauty subscription pioneer, uses referral email campaigns to retain customers longer. They break down the specific referral incentive structure — a $10 credit for both parties — and how it increases customer lifetime value by 25 percent. The hosts discuss the psychology of social validation, timing of referral requests, and why Birchbox's post-purchase email timing matters. They also touch on how smaller brands can replicate the approach without a…
Showing the latest 50 episodes. The full archive of 158 is on Apple Podcasts, Spotify and every major podcast app — or via the RSS feed above.