In this episode, Jordan Gordon from Pilothouse breaks down how these two apparel giants approach email, onsite creative, and retention strategy. From American Eagle’s triple-tap sends and maximalist promos to Everlane’s minimalist subject lines and brand positioning, we explore what actually works and what’s just noise.

👉 Listen in to uncover:

• The ROI of splashy celebrity campaigns vs. subtle brand building
• How email frequency impacts inboxing and long-term loyalty
• Lessons smaller brands can steal from billion-dollar retailers
• It’s the World’s Best Email & Retention Podcast, and Part 1 of this matchup sets the stage for a heavyweight battle in the inbox.

#EmailMarketing #RetentionMarketing #DTCMarketing #EcommerceMarketing #DigitalMarketing

#AmericanEagle #Everlane #InboxWars #CustomerRetention

#EcommerceGrowth #BrandStrategy #MarketingStrategy #CustomerExperience #MarketingPodcast

00:00 – Retention is the cheapest growth lever

02:00 – American Eagle vs. Everlane: framing the matchup

05:00 – Celebrity campaigns: hype, sales, and stock price

08:00 – Market cap & trading-range reality check

13:00 – Everlane’s DTC-first retention edge

16:00 – Subject line strategy: % off vs. $35 anchor

21:00 – Email frequency & inboxing risks

27:00 – Onsite teardown: homepage, pop-ups, and PDP misses

Work with Pilothouse: ⁠https://www.pilothouse.co/get-in-touch?utm_source=dtc&utm_medium=podcast&utm_content=e&rPodcast⁠

Subscribe on YouTube: ⁠https://www.youtube.com/@DTCPodcast

Subscribe to DTC: ⁠https://www.directtoconsumer.co/⁠

Listen to DTC Podcast: ⁠https://podcasters.spotify.com/pod/show/dtcpodcast

We’re digging back into the AKNF archive for this classic session of Retention Bootcamp. In this episode, Jordan and Eric break down the welcome experience, from merchandising to education to lifestyle content, and show you how to craft a sequence that drives first purchases, shortens time-to-buy, and boosts 30-day purchase rates.

If you’ve been leaning too hard on coupons or sending “one and done” welcomes, this replay will give you a proven framework for building sequences that actually sell.

#EmailMarketing #CustomerRetention #WelcomeSeries #RetentionBootcamp #LifecycleMarketing #EcommerceMarketing #DTCRetention #DTCGrowth #EcommerceEmail #ShopifyMarketing #MarketingStrategy #DigitalMarketing

00:00:00 – Introduction

00:03:00 – The 4-Email Welcome Framework

00:06:00 – Coupons vs. Brand Promise: Getting the Balance Right

00:13:00 – Finding the Right Cadence (Daily vs. Every Other Day)

00:14:00 – Educational Emails That Build Trust

00:17:00 – Lifestyle Content: Let Them See Their Life With Your Product

00:21:00 – Testing Frequency & Handling Opt-Outs

00:26:00 – Metrics That Matter: Time-to-Buy vs. 30-Day Purchase Rate

Work with Pilothouse: ⁠https://www.pilothouse.co/get-in-touch?utm_source=dtc&utm_medium=podcast&utm_content=e&rPodcast⁠

Subscribe on YouTube: ⁠https://www.youtube.com/@DTCPodcast

Subscribe to DTC: ⁠https://www.directtoconsumer.co/⁠

Listen to DTC Podcast: ⁠https://podcasters.spotify.com/pod/show/dtcpodcast

Think your browse abandonment email is doing the job? Think again.

In this episode, Jordan breaks down the only browse abandon flow you’ll ever need—from trigger to send timing, segmentation, and dynamic content strategy—so you stop leaving easy revenue on the table.

You’ll learn:

How to time emails to hug buying intent without feeling pushy

The 5 dynamic merchandising types that actually drive clicks (and which to avoid)

Why subject lines are the secret to higher on-page conversion, not just opens

How to turn a “maybe later” shopper into a customer without discounting too soon

If you’ve got a weak, one-and-done browse abandon, this is your blueprint for building a revenue machine that runs on autopilot.

#EmailMarketing #DigitalMarketing #EcommerceTips #EcommerceGrowth #MarketingAutomation #MarketingStrategy #CustomerRetention #ConversionRateOptimization #EcommerceStrategy #EmailAutomation #CustomerEngagement #EcomTips #ShopifyStores #EmailDesign #EmailFlows #AbandonedCart #LifecycleMarketing #RetentionMarketing #DTCGrowth #EcommerceConversions #BrowseAbandon #AbandonmentEmail #BrowseRecovery #EmailFlowsThatConvert #RetentionEmail #CustomerLifecycle #Klaviyo #KlaviyoFlows #EcommerceRetention #EmailOptimization #TriggeredEmails #LifecycleEmailMarketing #RetentionTactics #RetentionRevenue #FlowOptimization #EmailRevenue #DTCEmail #DTCStrategies

00:00 – Introduction

00:55 – The #1 mistake brands make with browse abandon emails

04:12 – Trigger logic that catches shoppers before they’re gone for good

08:47 – The “20 minutes + 8 hours” timing rule for maximum intent

13:15 – Why your subject line impacts revenue more than open rates

20:50 – Dynamic merchandising types that actually drive clicks

27:45 – Funnel Flusher: the last-chance email that recovers lost revenue

35:40 – The “no prices in email” rule that saves you from costly mistakes

Work with Pilothouse: ⁠https://www.pilothouse.co/get-in-touch?utm_source=dtc&utm_medium=podcast&utm_content=e&rPodcast⁠

Subscribe on YouTube: ⁠https://www.youtube.com/@DTCPodcast

Subscribe to DTC: ⁠https://www.directtoconsumer.co/⁠

Listen to DTC Podcast: ⁠https://podcasters.spotify.com/pod/show/dtcpodcast

Need to know—fast—whether your funnel’s working? In this episode, Jordan shares the exact system he used to audit 100+ ecommerce sites in just two days.

It’s a crash course in post-click performance: the 7 key metrics that tell you if your site is converting, retaining revenue, and setting you up for repeat purchases.

You’ll learn:

• How to measure funnel health in minutes, not hours
• Which metrics vary wildly by business model (and which don’t)
• How discount rate, return rate, and completion rate connect
• Why Klaviyo’s attribution data tells only part of the story
• What high-performing homepages, PDPs, and carts have in common

Timestamps:

00:00 Intro and Purpose of the Metrics Framework

02:00 Moving to Port Alberni and Merging CRO with Email Retention

04:00 Grouping Accounts by Business Model and Funnel Benchmarks

06:00 Key Metrics Overview: From Load Time to Klaviyo Revenue

12:00 Real-World Use Case for Assessing Site Performance

16:00 Interpreting Cart Add and Conversion Rate Benchmarks

22:00 Discount, Return, and Completion Rate Analysis

28:00 Klaviyo Revenue Attribution Explained

34:00 Meta and Google’s Role in Your Post-Click Metrics

44:00 Qualitative Site Walkthrough: Homepage to Checkout

Hashtags:

#Ecommerce #RetentionMarketing #CustomerJourney #FunnelOptimization #ConversionRateOptimization #EmailMarketing #Klaviyo #CRO #Benchmarking #PostClickMetrics #DataDrivenMarketing #EcomAnalytics #TWBERP #WorldsBestEmailRetentionPodcast #MarketingPodcast #DTCMarketing

Work with Pilothouse: ⁠⁠https://www.pilothouse.co/get-in-touch?utm_source=dtc&utm_medium=podcast&utm_content=e&rPodcast⁠⁠

Subscribe on YouTube: ⁠⁠https://www.youtube.com/@DTCPodcast⁠

Subscribe to DTC: ⁠⁠https://www.directtoconsumer.co/⁠⁠

Listen to DTC Podcast: ⁠⁠https://podcasters.spotify.com/pod/show/dtcpodcast

In this follow-up to our ecosystems deep dive, Jordan breaks down how a strong retention system—email, SMS, and CRO—can keep revenue flowing even when acquisition slows.

You’ll learn how to measure your persistent revenue ecosystem, track key funnel stages (from new address to repeat buyer), and spot the hidden ROI of brand equity.

Plus: real data, cohort math, and a reminder that retention is a methodology, not a channel.

Timestamps:

00:00 Customer retention as a growth strategy

02:00 What is the persistent revenue ecosystem?

05:00 Why ecosystems must be multi-channel

09:00 Understanding your retention funnel

13:00 New vs repeat buyer data deep dive

20:00 Real-world brand example: cutting top-of-funnel spend

23:00 Turning new addresses into repeat buyers

25:00 Final thoughts on persistent revenue strategies

Hashtags:

#EmailMarketing #CustomerRetention #EcommerceGrowth #LifecycleMarketing #RetentionMarketing #DigitalEcosystems #MarketingStrategy #DTCBrands #RevenueOptimization #EmailStrategy #CRO #SMSMarketing #MarketingFunnels #BrandEquity #MarketingPodcast #TWBERP #Pilothouse #DTCNetwork

Work with Pilothouse: ⁠https://www.pilothouse.co/get-in-touch?utm_source=dtc&utm_medium=podcast&utm_content=e&rPodcast⁠

Subscribe on YouTube: ⁠https://www.youtube.com/@DTCPodcast

Subscribe to DTC: ⁠https://www.directtoconsumer.co/⁠

Listen to DTC Podcast: ⁠https://podcasters.spotify.com/pod/show/dtcpodcast

Why do so many fashion brands use the exact same email template? In this episode, Jordan Gordon unpacks the rise of bland, minimalist design in email marketing AND makes the case for bold, expressive, brand-driven creative.

From black-and-white hero shots to transparent CTAs, we break down why inbox sameness is suffocating creativity, and how maximalist design can reignite brand recall, retention, and revenue.

If you want your emails to stand out, inspire, and convert, this one’s for you.

Timestamps:

00:00 Introduction to Pilothouse’s Retention Philosophy

02:00 Why Every Brand Is Using the Same Email Template

07:00 The Real Purpose of Campaign Emails

12:00 Adding Beauty to the Inbox Through Design

18:00 The Advantage of Small Brands in Email Creativity

25:00 Maximalism in Email: NBA's Bold Approach

29:00 Final Thoughts on Brand Recall and Free Traffic

Hashtags:

#EmailMarketing #RetentionMarketing #EcommerceMarketing #DTCMarketing #EmailDesign #BrandStrategy #MarketingDesign #CustomerRetention #MarketingPodcast #InboxInspiration #DigitalBranding #MinimalismVsMaximalism #CreativeMarketing

Work with Pilothouse: ⁠https://www.pilothouse.co/get-in-touch?utm_source=dtc&utm_medium=podcast&utm_content=e&rPodcast⁠

Subscribe on YouTube: ⁠https://www.youtube.com/@DTCPodcast

Subscribe to DTC: ⁠https://www.directtoconsumer.co/⁠

Listen to DTC Podcast: ⁠https://podcasters.spotify.com/pod/show/dtcpodcast

Most brands look at their global conversion rate and panic—but what if that number doesn’t actually mean what you think it does?

In this episode, Jordan sits down with Evan O’Gorman, former head of CRO at Pilothouse, to talk about why conversion rate alone is a misleading success metric—and what to focus on instead if you want to drive real profit.

They cover:

✅ How traffic source and intent shape your funnel

✅ Why retention plays a bigger role in CRO than you think

✅ Common mistakes brands make when optimizing their site

✅ The importance of buyer segmentation, bundling, and LTV

✅ How to align ad, email, and site strategy for long-term growth

If you care about profitable growth, this one’s for you.

Timestamps:

00:00 Introduction: Why Global Conversion Rate is Misleading

03:00 Full Funnel CRO: Beyond Just Website Testing

07:00 Breaking Down Traffic Source Impact on Conversion

13:00 Time to Purchase and Retargeting Strategies

21:00 Optimizing AOV with Rebuy and Klaviyo

28:00 Aligning CRO and Retention for Maximum Profit

33:00 Why Optimizing Bottom-of-Funnel Impacts Your Entire Business

Hashtags:

#CRO #RetentionMarketing #EcommerceStrategy #DTCGrowth #ConversionRateOptimization #FullFunnelMarketing #CustomerRetention #ShopifyOptimization #EmailMarketing #PerformanceMarketing #EcomTips #DTCBrand #MarketingPodcast #GrowthMarketing #EcommercePodcast #AOV #LTV #MarketingStrategy #Pilothouse

Work with Pilothouse: ⁠https://www.pilothouse.co/get-in-touch?utm_source=dtc&utm_medium=podcast&utm_content=e&rPodcast⁠

Subscribe on YouTube: ⁠https://www.youtube.com/@DTCPodcast

Subscribe to DTC: ⁠https://www.directtoconsumer.co/⁠

Listen to DTC Podcast: ⁠https://podcasters.spotify.com/pod/show/dtcpodcast

In this episode, Jordan breaks down the world of offsite email capture tools: how they use fingerprinting to add contacts without a direct opt-in, why they can be a top source of spam complaints, and how brands are using them to unlock real revenue.

You’ll learn:

• What these tools actually do behind the scenes
• Why they can be risky—and how to avoid deliverability damage
• How to set them up right (if you’re going to use them)
• What metrics matter when calculating true ROI

Timestamps:

00:00 - Why retention beats acquisition

02:00 - How these list growth tools work

06:00 - The risks of spam complaints

12:00 - Attribution vs. actual revenue

18:00 - Segmentation strategies to protect sender reputation

21:00 - When list growth tools are actually worth it

Hashtags:

#EmailMarketing #ListGrowth #RetentionMarketing #EcommerceMarketing #Deliverability #MarketingTools #Fingerprinting #SpamComplaints #DTCMarketing #CustomerRetention #EmailGrowth #MarketingStrategy #Pilothouse #DTCBrands #MarketingPodcast

Work with Pilothouse: ⁠https://www.pilothouse.co/get-in-touch?utm_source=dtc&utm_medium=podcast&utm_content=e&rPodcast⁠

Subscribe on YouTube: ⁠https://www.youtube.com/@DTCPodcast

Subscribe to DTC: ⁠https://www.directtoconsumer.co/⁠

Listen to DTC Podcast: ⁠https://podcasters.spotify.com/pod/show/dtcpodcast

Your ecommerce brand isn’t just running campaigns—it’s running an ecosystem.

In this episode, Jordan breaks down the three interconnected digital ecosystems every brand relies on:

🧱 The Persistent Revenue Ecosystem

💰 The Advertising Revenue Ecosystem

📣 The Brand Awareness Ecosystem

Learn how they interact, how to measure them, and what happens when one breaks down. From campaign strategy and CRO to email flows and brand impressions, this is the foundational episode that ties it all together.

If you’ve ever wondered why your growth feels stuck—or why your ROAS is slipping despite strong creative—this episode will show you where to look.

Timestamps:

00:00 Intro and Why Email & Retention Matters

02:00 Rethinking the Marketing Funnel as an Ecosystem

08:00 The Persistent Revenue Ecosystem Explained

17:00 Why Campaigns Aren’t for Revenue

27:00 The Role of Your Established Audience

30:00 What Makes Advertising Revenue Ecosystems Work

36:00 Building Brand Awareness Through Email

44:00 Testing and CRO for Homepage vs. PDP

47:00 The Full Ecosystem Recap

Hashtags:

#EcommerceMarketing #DigitalEcosystem #RetentionMarketing #EmailMarketing #DTCBrands #CRO #AdStrategy #Klaviyo #ShopifyBrands #MarketingPodcast #CustomerRetention #GrowthMarketing #BrandAwareness #PaidSocial #PerformanceMarketing #DTCStrategy #MarketingEcosystem #MarketingOps #EcommerceGrowth #TWBERP

Work with Pilothouse: ⁠https://www.pilothouse.co/get-in-touch?utm_source=dtc&utm_medium=podcast&utm_content=e&rPodcast⁠

Subscribe on YouTube: ⁠https://www.youtube.com/@DTCPodcast

Subscribe to DTC: ⁠https://www.directtoconsumer.co/⁠

Listen to DTC Podcast: ⁠https://podcasters.spotify.com/pod/show/dtcpodcast

Most brands lose customers by default. The real question is: how do you keep them?

In this episode, Jordan reframes customer retention—not as a marketing tactic, but as a holistic experience. From bounce-back offers to lost game pieces (yes, really), we dig into the trifecta of true retention: your product, your support, and your follow-up.

Learn why post-purchase CX is your most underrated revenue lever, how to create “I’ll buy again” moments, and why a Spotify playlist might do more than a discount ever could.

Timestamps:

00:00 Introduction to Customer Retention and Pilothouse

02:00 Why the Default Is to Lose Customers

04:00 Bounce Back Coupons and the First Five Minutes

06:00 Timing and Triggers for Repeat Purchases

09:00 How Customer Support Impacts Retention

12:00 Creating Better Experiences with Small Touches

15:00 The Customer Retention Trifecta: Product, Support, Promotions

18:00 Using Zero and First-Party Data for Segmentation

20:00 Building a Dune Imperium Email Strategy

22:00 Thought Leadership and Ecosystem Building

24:00 Discounts as the Final Nudge in the Purchase Journey

Hashtags:

#CustomerRetention #EcommerceTips #EmailMarketing #LifecycleMarketing #CXStrategy #RetentionMarketing #PostPurchase #DTCBrands #MarketingPodcast #GrowthMarketing #CustomerExperience #DigitalMarketing #ShopifyBrands #BrandLoyalty #TWBERP

Work with Pilothouse: ⁠https://www.pilothouse.co/get-in-touch?utm_source=dtc&utm_medium=podcast&utm_content=e&rPodcast⁠

Subscribe on YouTube: ⁠https://www.youtube.com/@DTCPodcast

Subscribe to DTC: ⁠https://www.directtoconsumer.co/⁠

Listen to DTC Podcast: ⁠https://podcasters.spotify.com/pod/show/dtcpodcast