The Retention Marketing Manual for eCommerce Brands
All your questions about customer retention marketing, answered.
get started with yotpoThe eCommerce playbook has been flipped on its head. Once defined almost wholly by new customers, D2C brands are well-versed in acquisition but are also looking beyond the first-time sale to succeed. Businesses of the next decade are instead measuring their success by customer loyalty: Will shoppers be with your brand in a month? Two months? Next year?

Brands are beginning to place as much emphasis on retention as acquistion.
Let's get down to the basics.
In today's highly competitive market, it's crucial for brands adopt a retention-first mindset, which means prioritizing customer retention, investing in internal and external resources, and developing strategies to keep customers coming back.
Actionable insights to start turning the retention needle for your brand.
In this chapter, we walk through the five stages of the customer journey and how to infuse a retention-first mindset into each step.

During the Awareness stage, potential customers are becoming aware of the brand and its offerings.
From Awareness to Consideration stages: getting the leg up on your competition.
The Immediate Post-Purchase Engagement stage is crucial in the customer retention journey, as it sets the tone for the customer's ongoing relationship with your brand.
The Sustained Engagement stage continues to build long-term loyalty and encourages customers to come back.
Customer Commitment is the final stage in the customer retention journey, and it occurs when a customer has become loyal and repeatedly makes purchases from a brand.
From Awareness to Customer Commitment, here's how to craft a retention-driven customer journey for your brand. And, use our retention-focused calculators to gauge how you're doing.
Now that we’ve covered how to embody a retention-first mindset for your customers, let’s discuss how to navigate this shift within your organization.

Shifting from an acquisition-focused mindset to a retention-focused one requires a new approach to how brands think about their relationships with customers.
From marketing to finance to customer support, get your team working together toward your ultimate retention goals.
While investing in customer retention takes resources, it's well worth it for the ROI impact.
Learn how these five brands are using different touchpoints throughout the customer journey to drive retention.
