I bet you've watched a customer you were sure was loyal just up and leave one day. No complaint, no warning. Just gone. Oof, does that sting. It's probably not because they stopped liking you. It's because most companies don't have a real plan for retention. They just react when it slips.
We're all creatures of habit, are we not?
Most ecommerce brands treat “place order” as the finish line, but it's actually the starting line.
Many businesses spend their entire budget chasing new leads while ignoring the people who already support them. Shifting your focus toward long-term growth...
Sometimes, I drive to a new store an hour away because I need a specific item. Sometimes I download an app to order one thing. Sometimes I'll join a loyalty...
A member emails your office asking whether the organization offers any travel discounts. You forward it to two colleagues. Nobody knows.
Many ecommerce brands spend their time chasing the wrong thing. They're watching their traffic climb, celebrating spikes in new customers, and treating revenue...
You know that feeling right after you buy or sign up for something. That quick little jolt of "wait, did I just do that?" Maybe it's joining a gym, subscribing...
I buy Oreos a lot: for the treat cabinet, for parties, for gifts. No one complains about Oreos. But as prices for everything keep rising, I’ve been trying out...
Here's something I've noticed after years of working in loyalty and retention: the brands that struggle most with churn aren't the ones ignoring it. They're...
Why the Recurring Revenue Model Changes Everything Let's be honest about the way most businesses think about sales.
The CFO didn't ask it aggressively. He just asked: "Is this program making us money?" The loyalty director had enrollment numbers. Redemption totals. Open...
Ashley Autry
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