- HexClad drives repeat orders and revenue through email, SMS, and other retention channels. Key tactics include education about products, innovation by frequently releasing new products, sales/promotions, post-purchase upsells/cross-sells, and optimizing core retention automation.

- They use their community "Cooking with HexClad" on Facebook for engagement and early access to new products and sales. They are focused on growing the community both organically and through marketing channels.

- Gordon Ramsay is used more heavily for acquisition than retention. For acquisition, he is used in a direct response way, while for retention they focus on entertaining and educating existing customers with his content.

- Key retention metrics tracked are returning customer orders, revenue, 12-month lifetime value trends, and cohort analysis. Connor doesn't like using a percentage of revenue attributed to retention channels as it can be misleading.

- The biggest mistake Connor sees is shiny object syndrome - brands pursuing new retention tactics before dialing in the basics incredibly well first. His main advice is to resist this and focus on optimizing core retention tactics before moving on to new things.

Matt Fey (Marketing Director at Portland Leather Goods) & MacCoy Merkley (Chief Marketing Officer at Portland Leather Goods) discuss how Portand Leather grew from an Etsy store to the 9 figure brand it is today. They share how their highly engaged Facebook ads helped to build their large Facebook community & how they’ve been able to keep the members active, engaged & buying. They dive into how their super personalized email & sms campaigns have increased their revenue as well as how retail and customer experience plays the biggest part in their brand.

SHOW NOTES

0:19 - 1:35 Introduction

1:36 - 4:35 Who are Matt & MacCoy + What is Portland Leather Goods?

4:36 - 6:14 What is the retention strategy at Portland Leather?

6:15 - 8:30 What was a retention strategy that took retention to another level?
8:31 - 11:35 What is the Portland Leather Goods customer retention rate?
11:36 - 18:03 What email & sms retention flows that worked well?

18:04 - 18:42 Bounty
18:43 -20:46 What part of the retention revenue is from email & sms?
20:47 - 30:30 How did Portland Leather grow their Facebook group to 55K & keep it engaged?
30:31 - 32:05 What is the strategy to get new customers that just joined the community to buy?

32:06 - 34:55 How does customer experience help with retention & the community ?
34:56 -39:15 How do the Portland Leather retail stores help with retention?

39:16 - 41:52 What retention metrics does Portland Leather track?
41:53 - 46:30 What is a mistake DTC brands do in terms of retention?
46:31 - 48:47 What is the advice for DTC brands just starting their retention strategy?
48:48 - Outro

CONNECT WITH MATT FEY

🌐 Website: https://www.portlandleathergoods.com/
🐦 Twitter: https://twitter.com/mflo503

🖇️ LinkedIn: https://www.linkedin.com/in/matt-fey-bb126788/

CONNECT WITH MACCOY MERKLEY

🌐 Website: https://www.portlandleathergoods.com/

🐦 Twitter: https://twitter.com/maccoymerkley

🖇️ LinkedIn: https://www.linkedin.com/in/maccoy-merkley-95146815b/

CONNECT WITH DEB MUKHERJEE

🐦 Twitter: https://twitter.com/debgotwired

📸 Instagram: https://www.instagram.com/debgotwired/

🖇️ LinkedIn: https://www.linkedin.com/in/debgotwired/

💜 Leave a review on Apple Podcasts

https://podcasts.apple.com/us/podcast/the-retention-road/id1670687024

🟢 Leave a rating on Spotify

https://open.spotify.com/show/0ZIB7LnUomx3OgYUBG1Ma1?si=2ea1d61076824f26

Thanks for listening!

Troy Petrunoff (Retention Marketing Manager at Every Man Jack) discusses how he started working for Every Man Jack back in 2021 and how he had helped with their retention growth. He dives into the ins & outs of running a subscription product, the tech stack used, acquisition, customer experience as well as how to get super fans. Troy shares Every Man Jack’s new SEO & blog strategy, how the Super Bowl helped them with one of their biggest SMS campaigns and how adding new products keeps the brand exciting & gets customers to return.

SHOW NOTES

0:00 - 1:17 Introduction

1:18 - 6:41 Who is Troy Petrunoff & what is Every Man Jack?

6:42 - 8:24 What effect does the tech stack have on Every Man Jack’s retention?

8:25 - 14:09 What’s Every Man Jack’s retention strategy?

14:10 - 16:35 How does Every Man Jack double down on their retention strategy?

16:36 - 23:59 Every Man Jack’s biggest retention campaign?

24:00 - 24:38 Bounty

24:39 - 31:28 Every Man Jack’s returning customer rate & how they sustain it.

31:29 - 38:05 What is Every Man Jack’s top performing flow?

38:06 - 41:08 What retention metrics does Every Man Jack track?

41:09 - 43:18 What retention mistakes are DTC brands making?

43:19 - 45:42 What advice can Every Man Jack give to other brands just starting retention?

45:43 - Outro

CONNECT WITH TROY PETRUNOFF

🌐 Website: https://www.everymanjack.com/

🐦 Twitter: https://twitter.com/troypetrunoff

📸 Instagram: https://www.instagram.com/troypetrunoff/

🖇️ LinkedIn: https://www.linkedin.com/in/troypetrunoff/

CONNECT WITH DEB MUKHERJEE

🐦 Twitter: https://twitter.com/debgotwired

📸 Instagram: https://www.instagram.com/debgotwired/

🖇️ LinkedIn: https://www.linkedin.com/in/debgotwired/

💜 Leave a review on Apple Podcasts

https://podcasts.apple.com/us/podcast/the-retention-road/id1670687024

🟢 Leave a rating on Spotify

https://open.spotify.com/show/0ZIB7LnUomx3OgYUBG1Ma1?si=2ea1d61076824f26

Thanks for listening!