Episodes
How to Fix Broken Loyalty Programs That Drive Customers Away
Most loyalty programs fail because they reward transactions, not relationships. We examine why traditional point systems are losing their punch in September 2026 and explore how leading brands are shifting toward experiential rewards and community-driven retention. Lucas and Luna break down the specific mechanics of program fatigue, the hidden costs of points inflation, and three actionable strategies for building a retention loop that actually keeps customers coming back without burning your…
How Subscription Boxes Use Unboxing Videos to Retain Customers
Most brands treat email as the primary retention tool, but unboxing content on social media drives significantly higher repeat purchase rates for subscription boxes. We examine how a specific wellness brand leverages user-generated video to create community and reduce churn by over twenty percent in Q3 of 2026. Lucas and Luna break down the mechanics of viral retention, why visual proof beats written promises, and how you can replicate this without a massive influencer budget. This is not about…
How a Fitness App Retains Users with Email Streaks
In this episode, Lucas and Luna explore how a fitness app uses email streaks to keep users coming back. They break down the psychology of streak-based retention, the importance of framing, and how the app's 'gentle nudge' approach reduces churn. They discuss the specific metrics, like the 12 percent reduction in churn and the 30 percent increase in weekly active users, and consider whether streaks could work beyond fitness, from language learning to financial apps. A practical look at a simple…
How a Tea Brand Uses Email and SMS to Retain Through Subscription Rituals
Episode 170 of The Retention Marketing Podcast dives into how a specialty tea brand, Steep & Co., uses email and SMS to build a retention engine around the ritual of daily tea drinking. Hosts Lucas and Luna explore the brand's 'Brew Again' campaign, which sends a personalized email at the exact moment a customer's tin is likely running low, based on their brewing frequency data. They break down how a simple post-purchase survey ('How many cups a day?') powers a predictive reorder email that…
How a Coffee Chain Uses Email to Save Cancelers
Lucas and Luna explore a fresh retention angle: how a regional coffee chain uses post-cancellation email sequences to win back subscribers before they're gone for good. They break down the timing, tone, and data behind the chain's 'save' funnel, revealing why a simple 'we miss you' email can outperform a 20 percent discount. Tune in for a concrete playbook on turning cancelers into loyal customers. #RetentionMarketing #EmailMarketing #SMSMarketing #LoyaltyProgram #CoffeeChain #WinBack #Churn…
How a Wine Retailer Uses SMS to Retain Through Predictive Reordering
In this episode, Lucas and Luna explore how a wine retailer uses SMS to retain customers through predictive reordering. They discuss the retailer's data-driven approach to sending personalized text messages before customers run out of their favorite wines, driving repeat purchases and boosting loyalty. The hosts break down the strategy into actionable steps, including using purchase history, customer segmentation, and timing to craft effective SMS campaigns. They also examine the importance of…
How a Pet Insurance Brand Uses Email to Retain with Claim Delight
Lucas and Luna dig into a retention strategy most brands overlook: using the claims process as a surprise-and-delight moment. They look at how a pet insurance company turns a potentially stressful reimbursement email into a reason to stay loyal, and why the timing of that message matters more than the payout amount. The episode breaks down the psychology of negative bias in service interactions, the specific email flows that flip a routine claim into a brand moment, and how the same logic…
How a Meal Kit Brand Uses Email to Retain Subscribers Through Recipe Personalization
In this episode of The Retention Marketing Podcast, hosts Lucas and Luna dive into how a meal kit brand uses email to retain subscribers through recipe personalization. They explore how the brand leverages purchase history, taste preferences, and cooking behavior to send tailored recipe recommendations that keep subscribers engaged and reduce churn. They discuss the importance of data collection, the role of behavioral triggers, and the impact of personalized subject lines on open rates. They…
How a Meal Kit Brand Uses Email to Retain Subscribers Through Recipe Personalization
In this episode of The Retention Marketing Podcast, Lucas and Luna dive into how a leading meal kit brand uses email to keep subscribers engaged and loyal through recipe personalization. They explore the data behind personalized recommendations, the psychology of choice overload, and the specific email strategies that drive repeat purchases. From dynamic content to behavioral triggers, they break down the tactics that turn a one-time trial into a long-term subscription. With real-world examples…
Why Your Loyalty Points Expire and How to Fix It
Lucas and Luna dig into one of the most quietly destructive forces in retention marketing: points expiry. Most loyalty programs punish their best customers with a ticking clock, and the data shows it kills repeat purchases. Using a well-known airline loyalty program as a case study, they break down why expiry exists, what it costs brands in goodwill and revenue, and the counterintuitive strategies that actually increase redemption rates and customer lifetime value. They cover the psychology of…
How a Meal Kit Brand Uses SMS to Save Cancelers
Meal kit brands live or die by repeat orders, and churn spikes are brutal. In this episode, Lucas and Luna dig into a specific retention play: how one meal kit company used SMS to intercept customers who'd paused or canceled their subscriptions—and win back a meaningful slice before they ghosted for good. They break down the two-message sequence, the timing logic, the offer design (a free breakfast add-on instead of a discount), and the numbers that made it work: a 9 percent recovery rate on…
How a Skincare Brand Retains with SMS Loyalty Tiers
Most loyalty programs reward the wrong behaviour — big one-time spends instead of steady repeat purchases. In this episode, Lucas and Luna dig into how a direct-to-consumer skincare brand rebuilt its loyalty program around SMS engagement and tiered rewards that actually drive return visits. They walk through the mechanics: why the brand ditched points for spend-based tiers, how it used SMS to nudge customers into the next tier without feeling spammy, and the surprising number that changed…
How Welcome Emails Set the Tone for Repeat Purchases
In Episode 161 of The Retention Marketing Podcast, Lucas and Luna explore the underappreciated power of welcome emails in driving long-term customer retention. They dissect a specific case: how a direct-to-consumer skincare brand's welcome series, designed around a 'skin quiz' and personalized product recommendations, lifted 90-day repeat purchase rates by nearly 20 percent. The hosts break down the psychology of the 'critical first impression,' the optimal cadence and content mix for a welcome…
How a Watch Brand Retains Customers with Email and SMS
In this episode of The Retention Marketing Podcast with Fexingo, Lucas and Luna explore how a microbrand watch company uses a blend of email and SMS to turn one-time buyers into loyal collectors. They unpack the strategy behind a 'vault' waitlist that builds anticipation, the use of SMS for rare drop alerts, and the importance of post-purchase storytelling that reinforces craftsmanship. Discover why this approach works for high-consideration products, what it means for your own retention…
How a Skincare Brand Uses SMS to Win Back Lapsed Customers
In Episode 159 of The Retention Marketing Podcast, hosts Lucas and Luna explore how a skincare brand successfully uses SMS to re-engage lapsed customers after a long period of inactivity. They unpack the strategy behind a targeted win-back campaign that saw a 38 percent reactivation rate, focusing on the importance of timing, personalization, and value-driven messaging. The episode dives into the six-month window that matters most, the role of incentives versus pure messaging, and how to avoid…
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…
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