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How to Increase Repeat Purchase Frequency in DTC eCommerce
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When is the right time to ask a customer to purchase again? What automations matter to retaining customers and what should we do if a customer doesn’t reorder when you reach out?
Alex McEachern (Repeat) and Blake dive deep into those questions, the 3 must-have post-purchase automations, frameworks for creating repeat customers, and more.
They also give plenty of tactical examples from brands like Huron, BluMaan, Hanz de Fuko, Aura Bora, Kopari, Olipop as well as tech that enables it with platforms like Repeat, Wonderment, & Klaviyo.
If you’re looking to level up customer retention - this is a must-listen.
The TYCA Podcast is brought to you by Wonderment - the retention Swiss army knife used by hundreds of leading Shopify merchants including The Ridge, Bokksu, and Jones Road Beauty.
Wonderment is the easiest way to proactively set expectations on shipping timeframes, automatically update customers with delays, and measure shipping expectation vs reality across the business. Check out www.wonderment.com today.
Watch the video format of today's episode here
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If you want to automate your reordering visit Repeat over at https://www.getrepeat.io/
Join CPG house https://www.getrepeat.io/cpghouse
Shelf Life Podcast https://podcasts.apple.com/us/podcast/the-shelf-life/id1596936180
Time Stamps
0:00 - intro
1:00 - Who is Alex McEachern?
2:56 - The current state of customer retention
5:08 - Can you automate retention?
8:22 - How to reach out at the right time for reordering
11:24 - Wonderment is your retention swiss army knife
12:30 - Huron example & post-purchase education with the tracking page and emails
14:14 - the 3 base flows for post-purchase
17:23 - DTC is the loyalty channel for CPG
19:40 - Which brands have nailed reordering flows?
22:00 - How to “earn” the right to ask for another purchase from a customer
24:45 - what to do if a customer doesn’t reorder when you reach out
28:24 - If a customer doesn’t come back again… what do you do?
30:57 - Removing pain points around shipping lags in DTC… and how to stay competitive with retail
33:57 - Alex’s biggest piece of advice for retention marketers
37:00 - where else can you automate reordering (besides email & SMS)
38:47 - Is customer retention more difficult now than it was 10 years ago?
40:30 - final remarks
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