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Retention Chronicles episodes
- Leading with value and educational content to organically grow with Eric Bandholz (Founder & CEO of Beardbrand)
On this episode of Retention Chronicles, we’re joined by Eric Bandholz, Founder & CEO of Beardbrand. Host Mariah Parsons and Eric discuss Beardbrand’s content strategy in the early days, empowering customers to love themselves and the trickle down effect on team morale, building a business around what Amazon can and can’t do well, bringing value first to customers with educational content, affiliate marketing, SEO, and organic social, & more!Register for our LIVE PODCAST: https://gomalomo.com/resources/live-podcast-bfcm
52 min - Building a customer experience with sustainability at the center with Dane Baker (Co-Founder & CEO, Ecocart)On this episode of Retention Chronicles, we’re joined by Dane Baker, Co-Founder & CEO of Ecocart, who’s proprietary algorithm gives brands the ability to not only effectively communicate their sustainability story to shoppers but include them in it with engaging activations. Our hosts, Noah Rahimzadeh & Mariah Parsons, talk to Dane about the current educational barrier to affordable sustainability software, building a shopping experience with sustainability at the center, calculating the carbon footprint for each brand and each package to offset all carbon emissions on the internet, talking about sustainability in almost every customer touchpoint, rewarding via loyalty programs for choosing carbon offset, how aligning a brand & shopper’s interests makes the customer come back & increases LTV, Ecocart’s Green Friday initiative to offset green emissions during BFCM for the brands they work with & more. Register for our LIVE PODCAST: https://gomalomo.com/resources/live-podcast-bfcm48 min
- How to create more branded moments & brand affinity with Luke Droulez (VP of Marketing, PAX)On this episode of Retention Chronicles, we’re joined by Luke Droulez, VP of Marketing at PAX, a leading global cannabis brand on a mission to enhance consumers’ lives through exceptional cannabis experiences. Our host, Mariah Parsons, and Luke discuss regulation around restricted goods, interstate commerce, running ads on restricted goods, branding around discretion for their customers, launching their own products , hosting launch events, working with celebrities on launch initiatives, cannabis living at the intersection of art, music, and technology, wholesale and direct sales, using their website as top of the funnel interaction, opening new markets, setting up warranty to make sure care and maintenance are at the forefront of their products, how to create more branded moments and brand affinity. Register for our LIVE PODCAST: https://gomalomo.com/resources/live-podcast-bfcm45 min
- Building brand reputation with great support even when issues arise with Aaron Quinn (Founder and CEO of eHouse)On this episode of Retention Chronicles, we’re joined by Aaron Quinn, Founder and CEO of eHouse, a customer-first eCommerce agency, combining the best of UX design, technology and analytics to create sites that shoppers love. Mariah, Noah, and Aaron discuss how to put energy in the right places in both a professional and personal sense, what Aaron has learned from 20+ years of experience in ecommerce, being approached by Shopify to be a strategic partner and knowing that it was the right direction for their team, how Shopify has enabled brands to focus on the consumer first, how great customer support can build a brand consumer relationship even when there’s an issue, launching headless websites, engaging with the customer to increase retention, generating revenue and loyalty during the post-purchase experience, providing value while a customer is waiting for their order, & more!55 min
- Sending quality care instructions post-purchase with Olivier Momma (Co-Founder of Ekster)
On this episode of Retention Chronicles, we’re joined by Olivier Momma, Co-Founder of Ekster, a trackable wallets, card holders, bags and tech accessories brand that provide function and style at your fingertips. Olivier and Mariah talk about Ekster’s very successful launch on kickstarter, building out a kickstarter launch guidebook for other brands, the roadblocks Ekster faced when scaling, conversion rate optimization and website design, A/B testing, international SMS strategy, email drip campaigns, using post-purchase emails to survey customers, return management, & more!
50 min - Testing out different types of content and UGC with John Coyle (CMO,Andar & Host, Modern Commerce)On this episode of Retention Chronicles, we’e joined by John Coyle, CMO of Andar and Host of the Modern Commerce podcast. John, Noah, and Mariah discuss learning through networking, starting a career in Facebook ads and paid social, building a media company and podcast to be indispensable, why John believes an agency model isn’t aligned with a merchant business model, creating a flywheel relationship where both businesses grow together, content marketing in B2B and SaaS, macro vs micro influencer marketing, testing out different UGC templates, and more!49 min
- Personalized order, returns, and exchange tracking with Kristen Tumasonis (Marketing Dir., SuitShop) & Katy Eriks (Dir. CX, SuitShop)
On this episode of Retention Chronicles we’re joined by Kristen Tumasonis (Marketing Dir.) and Katy Eriks (Director of Customer Service) from the SuitShop team. Kristen, Katy, and Mariah talk about the Malomo x Loop integration and tracking returns and exchanges, customer education at the top of the funnel, educating on suit fit, having an easily accessible support team, setting up custom flows based on event dates, a 12 month email cadence for wedding planning, empowering customers to make the right choice for themselves, Malomo post-purchase emails, fashion and model inclusivity, and more!
57 min - Why SMS is well positioned to retain customers with Mahdi Mahil (Partner Manager of Ecosystems at Attentive)On this first episode of Season 4 of Retention Chronicles, we’re joined by Mahdi Mahil, Partner Manager of Ecosystems at Attentive. Mahdi, Mariah, and Noah discuss building long term relationships with customers and building out partnerships at Attentive, how the SMS landscape has changed over the past 6 years and recognizing the potential of SMS, how tech partners smooth out the rest of the customer journey, adapting to customer demands, how the Attentive team focuses on innovation, deliverability, and compliance, how SMS as a channel is well positioned to retain customers, frictionless customer account creation, and more!57 min
- BEST OF SEASON 3: Brands
On this special episode of Malomo’s Retention Chronicles podcast, we’ve taken out some of our favorite Season 3 moments with DTC brands. Listen now to hear what leading ecommerce pros think about the Shopify ecosystem, customer retention and loyalty, transactional emails and SMS, post-purchase strategy, product development, finding your branding, and more! We highlight our conversations with Dave Burchett (Founder & CEO of Avance Vinyl), Christina Dorr Drake (Co-Founder & CEO of Willa’s Oat Milk), Nate Hodge (Co-Founder and CEO of Raaka Chocolate), Megan Christian (Social Media Manager at YESCOM USA), Molly Kerrigan, (Director of Retention at Shinesty), Louise Fritjofsson (Founder & CEO of Martie), Steph Hon, (Founder & CEO of Cadence), Pooja Parikh (VP of Planning and Operations at Andie Swim), Stephanie Cohen (Founder of Stephanie Cohen Home), Josh Knopman (VP of Growth & Digital Product at Blueland), Chuck Bowen (Founder & CEO of Mission Mercantile), and Lexi Montee (Vice President of Marketing and Communications at Happiest Baby).
29 min - BEST OF SEASON 3: PartnersOn this special episode of Malomo’s Retention Chronicles podcast, we’ve taken out some of our favorite clips with our partners from Season 3. Listen now to hear what leading ecommerce pros think about the Shopify ecosystem, customer retention, scaling social media, A/B testing transactional emails and SMS, post-purchase strategy, and more! We highlight our conversations with Drew Himel (Founder & CEO of FIRESIDE), Dylan Byers, Jacob Paduch, & Liam Veregin (Co-Founders of Aplo), Maier Bianchi (CEO & Founder of Bemeir), Ari Murray (Director of Growth at Sharma Brands), Jim Breese (Head of Growth at AppHub), Thomas Kimura (Founder of Brickspace Lab), Chelsea Jones & Rachel Saul (Co-Founders of Chelsea & Rachel), Josh Chin (Co-Founder and CEO of Chronos), Erik Huberman (Founder & CEO of Hawke Media), Casey Matthew (Founder & CEO of Skylab), Adam Robinson (Founder & CEO of Retention.com), and Kasey Luck (Founder & CEO of Luck & Co).25 min
About Retention Chronicles
From the publisher's feed
Ecommerce brands are focusing on increasing customer retention. Join us as we discuss marketing, operations, and the customer experience with top DTC brands for real strategy around generating revenue, email marketing, social media, performance metrics, AI, customer communication, & more in the Shopify ecosystem.
Retention Chronicles is hosted and produced by Mariah Parsons and is sponsored by Malomo, a branded order tracking platform improving the post-purchase experience. Be sure to subscribe & check out retentionchronciclespodcast.com .