The Retention Marketing Manual for eCommerce Brands

All your questions about customer retention marketing, answered.

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The Customer Retention Basics Defining the Customer Journey With Retention Navigating the Internal Shift Toward Retention 5 Brands’ Effective Retention Strategies in Action
Chapter 1

The Customer Retention Basics

The 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?

The Basics of Customer Retention
Chapter 2

Defining the Customer Journey With Retention

In this chapter, we walk through the five stages of the customer journey and how to infuse a retention-first mindset into each step.

Customer journey with retention
Chapter 3

Navigating the Internal Shift Toward Retention

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.

Navigating customer retention shifts
Chapter 4

5 Brands’ Effective Retention Strategies in Action

Learn how these five brands are using different touchpoints throughout the customer journey to drive retention.

Brands taking on customer retention