Retention Chronicles

On this week’s episode of Retention Chronicles, we are joined by Chandler Dutton, Director of Retention at Magic Spoon, which is a fun, healthy, gluten free, high protein, low to no sugar cereal brand. They strive to bring you right back to eating cereal when you were a kid while not jeopardizing the taste and nutrition. We’re thrilled to have Chandler on the podcast as he is truly a retention expert and talks about both the technical and philosophical side of customer retention. Magic Spoon is also a super unique brand that is super successful in both their ad hoc purchases and subscription program. He talks about how their goal changes depending on the customer. He talks about how curating flavor profiles might play into the customer retention strategy because choice is a positive thing but can be a friction point for customers. Chandler advises people to look at data that is actionable. He stresses the importance of being able to take a step back and compress it down into a few take-a-ways to unlock your best customer retention strategy.

Be sure to subscribe to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands at gomalomo.com. Try our free trial today!

Join us for this week’s episode as we talk with two incredible co-founders for a very special look into what it's like to be an entrepreneur. We’re joined by McKenzie Bauer, Co-Founder of ThreadWallets, and our very own co-founder and CEO here at Malomo, Yaw Aning. McKenzie and Yaw share their business origin stories (and the names of their companies). P.S. if you haven’t heard these origin stories before, you definitely need to. But as any entrepreneur will tell you, you can’t go about it alone. Yaw and McKenzie share their experiences of working closely with their loved ones and leaning on them for support when starting a business. After joyfully taking a stroll down memory lane, we relate these authentic and real stories to customer retention on a greater level and having a pulse on how your brand is perceived.

Be sure to subscribe to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands at gomalomo.com. Try our free trial today!

On this episode of Retention Chronicles, Blake Imperl, who heads Partner Community as the Manager of Partnerships Growth & Insights at Attentive, the largest SMS marketing platform for Shopify merchants. He walks through his experience in bringing his perspective as both a user and an expert working in SMS to the table. Blake shares his opinion on why he thinks SMS has gotten to be so popular. He paints a 360 view on what Attentive can actually do for their brands and how SMS marketing can compliment email marketing to create a bulletproof network of communication to your customers. In Blake’s opinion, he’s seen SMS being used as a tool for relationship building and email marketing as a more informative communication. We dive into the ‘do’s’ and ‘don'ts’ of conversational marketing and some examples in how strategies can differ based on industry. The Attentive x Malomo integration is now live and we chat about the what and why behind this integration and how brands can build phenomenal SMS post purchase transactional notifications. Blake walks us through some cool use cases with current brands that stick out and are doing some really cool things through SMS.

Be sure to subscribe to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands at gomalomo.com. Try our free trial today!

On this week’s episode of Retention Chronicles, we’re joined by Chuck Melber, Marketing Director at Nomad Goods, a consumer electronics and accessories brand that values resourcefulness, seeking adventures, and living in the moment. Chuck and Mariah cover so much in this episode but we start out covering affiliate marketing and how to reach out and sustain valuable partner relationships. Chuck dives into his opinion keeping a very healthy email marketing list and why he believes this helps your brand in multiple faucets. Nomad Goods has been dabbling in their SMS strategy and is exploring older methods of marketing, such as direct mailers, billboards, and even aerial advertising. All this is then tied back to customer retention and comparing ecommerce customer experiences to brick and mortar customer experiences. Chuck and Mariah pivot to discuss Nomad’s commitment to environmental stewardship (and a pretty impressive one at that) then round out the episode with some chat about product developments.

Be sure to subscribe to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands at gomalomo.com. Try our free trial today!

On this week’s episode of Retention Chronicles, we welcome Josh Knopman, Director of Growth and Digital Product at Caraway, a brand that centers around beautifully designed non-toxic kitchenware. Caraway has been doing such amazing work on communicating with their customers and it truly shines through in this episode. Josh recounts all of their efforts by telling Sarah and Mariah about the unique communication channels they considered and ultimately implemented in order to add value to their very loyal consumers. Josh acknowledges the strategic shift of focusing on customer acquisition to retention and importance of capitalizing on the post-purchase space, which he believes is underinvested in. Josh also tells us about the experience in growing a brand from a single product to a multi-product company with a product that has a lower frequency of purchase than consumer goods while still being able to maintain customer engagement. With all the supply chain demands and backorders, we discuss the importance of transparency and thoughtful messaging with your customers, which flows into the overall intentionality behind Caraway’s messaging and support team. Caraway does something very unique for their customers who reach out to the support team for some assistance but you’ll just have to listen to find out! Consider this your warning, all this talk about cookware and bakeware may make you want to grab a snack! Enjoy!

Be sure to subscribe to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands at gomalomo.com. Try our free trial today!

This week on Retention Chronicles, the Malomo Sales & Marketing team hosts Jesse Bern, founder of Red Beard Conversions and overall expert in email and SMS marketing. This was such a fascinating conversation all about email marketing and SMS marketing. Jesse walks us through his process in capturing your audience in a subject line to spur curiosity and then rope them into a story in the body of the email copy. He is a master at using conversational, humorous, and even sometimes riskier language to entertain and intrigue customers. We also discuss how to pivot and bring new experiences to your work to keep things relevant and fresh. Jesse shares he is trying to focus on sharing more about himself and his story on social media to connect both with the brands he works with and their customers and his own following. Jesse and Spencer bounce off of each other about the concerns they hear from brands on the marketing side and on the sales side, which is fascinating to hear. Last but certainly not least, we discuss the differences between email and SMS marketing and wonder if and when boundaries that are native to SMS will be broken. Be sure to tune into this amazing episode and share your thoughts with us on your favorite social media channel.

Be sure to subscribe to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands at gomalomo.com. Try our free trial today!

Today on Retention Chronicles we are joined by Zach Niemiec, Director of Administrative Services at Bariatric Fusion, a supplements company specifically designed for customers, who are also affectionately known as patients within the Bariatric Fusion community, who have undergone Bariatric surgery. You can almost feel the authenticity seep through the microphone as Zach tells Mariah about the care and community Bariatric Fusion provides their patients with. In addition to sharing how Bariatric Fusion listens to their customers with features such as access to a product recommendation email, health questionnaires, and recipe quizzes, Zach also shares about meeting the needs of his patients. When the COVID-19 pandemic hit, a lot of support groups Bariatric Fusion patients relied on were put on pause. Zach, seeing the positive impact these groups provided for his patients, swiftly acted to institute virtual support groups that have stayed within the Bariatric community even with in-person events resuming. This is a phenomenal example of how to understand your customers and add value to their life so that your brand creates a community for your people. As stated in the episode, the goal should be to make a brand community that is so loved that when and if someone walks away, they feel homesick. Make sure to tune in to hear more and subscribe on all your favorite channels.

Be sure to subscribe to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands at gomalomo.com. Try our free trial today!

On this week’s episode, we are joined by Simona Ioannoni, Senior Marketing Manager at Brigit and previous Senior Marketing Manager at Haus and Stitch Fix. Simona shares very valuable information on this episode, such as her macro approach to customer retention and how she’s seen the shift in the ecommerce space from a fragmented approach to a more unified strategy. She makes a fantastic point that the client experience faces the same customer through each step and so it must be seamless for each and every customer. After Simona sets the stage, she then walks Sarah and Mariah through her step-by-step guide to customer retention where she starts out with her first step of building out the customer experience by establishing trust and having clear communication. Her second step for brands trying to grow their customer retention strategy is to segment where you can and to measure key points so that you can understand your qualitative and quantitative data. Simona’s third and final step to her guide is to automate and change up your channel mix to present different communication outlets with your customers, whether that be through email, SMS, QR codes, or other creative yet subtle ways of communicating and engaging customers. Be sure to follow Malomo on your favorite streaming service and social media to interact with all of the content we are publishing- we want to hear from you!

Be sure to subscribe to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands at gomalomo.com. Try our free trial today!

Dan Brady, Customer Success Manager at PuraVida, joins Sarah and Mariah to discuss how PuraVida connects with their customers to launch new product lines that stay true to their authenticity as a brand. Dan shares his perspective on how the new IOS privacy updates continuously change their strategic approach towards focusing on their post purchase data to inform their roadmap. Dan details PuraVida’s very successful brand ambassador program, which is arguably one of the most successful ambassador programs in ecommerce. PuraVida believes in the importance of having a social mission and holding themselves responsible at the corporate level and Dan walks Sarah and Mariah through how PuraVida does exactly that. PuraVida recently updated their returns policy and Dan shares the trends they saw with that change and they might not be what you’d guess, so tune in for all the details. Don’t forget to subscribe and follow Malomo on social media to add your commentary!

Be sure to subscribe to stay up-to-date and checkout Malomo, the leading order tracking platform for Shopify brands at gomalomo.com. Try our free trial today!