The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers

In this episode, Lucas and Luna dig into how a mid-sized DTC home goods brand used a five-email win-back sequence to reactivate 22% of customers who hadn't purchased in over a year. They walk through the specific timing—day 90, day 120, day 180, day 270, and day 365—and how each email's offer escalates from a simple reminder to a 25% discount to a 'we miss you' free-shipping code. Lucas breaks dow...

Lucas and Luna dive into how a specialty coffee roaster, Blue Bottle, used SMS to turn one-time holiday buyers into regular subscribers. The brand sent a series of three text messages over 30 days after a customer's first purchase: a brewing tip, a flavor recommendation based on purchase history, and a limited-time offer for a subscription at 15% off. The result: a 42% increase in repeat purchases...

In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a direct-to-consumer coffee roaster used personalized SMS campaigns to boost repeat purchase rate by 30 percent. They break down the strategy: segmenting by past order frequency, sending tailored product recommendations based on roast preference, and timing messages around the typical coffee depletion cycle. The brand a...

In this episode of The Retention Marketing Podcast, hosts Lucas and Luna explore how an independent footwear brand used a simple post-purchase survey to increase its repeat purchase rate by 25 percent in just three months. The brand sent a one-question survey 72 hours after delivery, asking customers what they loved most. Based on responses, they segmented buyers into three groups: 'comfort fans,'...

Lucas and Luna dive into the data behind birthday marketing. Using a mid-size apparel brand as a case study, they explore how a simple birthday reward program increased repeat purchase rate by 40% and average order value by 18%. They break down the mechanics: automated email and SMS triggers, personalized discount codes, and the surprising role of SMS opt-in timing. The conversation also covers co...

Episode 73 of the Retention Marketing Podcast with Fexingo dives into a tactic most subscription brands overlook: the exit survey. Lucas and Luna break down how a meal-kit company used a simple two-question cancellation flow to identify price-sensitive customers and offer them a discounted plan, reducing monthly churn by 18 percent. They walk through the specific trigger logic, the offer design, a...

In this episode of The Retention Marketing Podcast, Lucas and Luna explore how one direct-to-consumer apparel brand, Taylor Stitch, uses SMS to turn one-time buyers into repeat customers. The focus is on their post-purchase SMS sequence that triggers a personalized text 14 days after delivery, asking how the product is working and offering a discount on the next order. The hosts break down the spe...

Lucas and Luna dive into the email win-back strategy of a fictional cereal brand, Tasty Grain Co., which recovered 18 percent of lapsed customers in Q2 2026. They break down the three-email sequence: a 'we miss you' discount, a customer feedback survey, and a personalized product recommendation based on past purchases. Luna shares data on win-back email effectiveness, and they discuss why timing a...

In Episode 70, Lucas and Luna dive into how a fashion brand, Threads & Co., uses abandoned cart SMS to convert window-shoppers into repeat buyers. They break down the brand's strategy of sending a first text within 30 minutes, a second text 24 hours later with a personalized discount, and a third text 72 hours later with social proof. The hosts discuss open rates, conversion rates, and the psychol...

In this episode of The Retention Marketing Podcast, Lucas and Luna dive into the mechanics of post-purchase email sequences—those automated messages that start after a customer clicks 'buy.' They break down a specific case: how a mid-size DTC furniture brand, Burrow, uses a five-email sequence to turn a one-time sofa buyer into a repeat customer. Lucas shares the exact timing and content of each e...

Lucas and Luna examine how one supplement brand uses a carefully sequenced three-email post-purchase campaign to turn first-time buyers into daily users. The episode breaks down the exact timing — day 3, day 10, day 21 — and why each interval targets a specific psychological barrier: product uncertainty, routine resistance, and subscription inertia. Lucas shares open-rate and click-through data fr...

In this episode of The Retention Marketing Podcast, Lucas and Luna dive into the surprising power of birthday emails. They explore how a mid-size beauty brand, Glow & Co., revamped its birthday email program to increase repeat purchase rate by 22 percent and average order value by 18 percent. The hosts break down the key changes: shifting from a generic 'Happy Birthday' to a personalized 'Your Bir...

In this episode of The Retention Marketing Podcast, Lucas and Luna dive into the mechanics of referral marketing as a retention driver, using the case of a DTC luggage brand that turned one-time buyers into loyal advocates. They break down how the brand redesigned its referral program to reward both the referrer and the referee with tiered perks, leading to a 40 percent increase in repeat purchase...

In this episode, Lucas and Luna explore how a mid-size supplement brand called Nourish+ used a combination of post-purchase email sequences and dynamic content to increase repeat purchase rate by 28 percent over six months. They break down the specific tactics: a day-5 'how to use' email, a day-14 'results check-in', and a day-30 replenishment reminder that used purchase history to recommend the r...

In this episode of The Retention Marketing Podcast, Lucas and Luna dive into a specific tactic from a regional grocery chain in the Midwest: using post-purchase email surveys to close the feedback loop and drive repeat visits. They unpack the mechanics — how the chain sends a short three-question survey within 30 minutes of checkout, attaches a $2.00 digital coupon as a thank-you, and uses the fee...

In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a mid-size beauty brand, Glow Theory, redesigned its loyalty program around tiered status to boost repeat purchase rate from 18 percent to 54 percent in under a year. They break down the mechanics: why 'surprise and delight' upgrades to higher tiers work better than points alone, how the brand used SMS to notify custome...

In this episode, Lucas and Luna explore how a DTC mattress company turned a logistical headache—returns—into a goldmine for retention. They break down how the brand analyzes return reasons, categorizes customer segments, and uses personalized SMS and email to win back shoppers who initiated a return but didn't follow through. Specific data points: a 22 percent lift in repeat purchase rate among cu...

In this episode, Lucas and Luna dive into how a pet food company, Bark & Whisker, used lifecycle email campaigns to increase repeat purchase rates by 50 percent in just six months. They break down the three-email sequence triggered by first purchase: a care guide with onboarding tips, a personalized replenishment reminder based on consumption data, and a cross-sell for treats and toys. Lucas expla...

Lucas and Luna explore how one hotel group uses a specific post-stay email sequence to boost repeat reservations by over 30 percent. They walk through the three-email cadence: a thank-you with a personalized room recommendation based on past amenities used, a mid-week follow-up with a curated local guide, and a final 'we miss you' offer tied to the guest's next travel window. The hosts break down...

Many brands send SMS blasts and hope for the best. But the best programs use behavioral triggers tied to purchase timing. In this episode, Lucas and Luna break down how a mid-sized specialty food brand used time-based SMS sequences to convert one-time gift buyers into repeat customers. The brand analyzed purchase data and found that 70 percent of first-time buyers purchased for someone else. By se...

Lucas and Luna dive into a specific retention tactic: reminder emails triggered by product lifecycle data. They examine how a small DTC brand selling air purifiers uses filter replacement reminders to drive repeat purchases. The hosts break down the email sequence, timing, and metrics—including a 30 percent lift in repeat revenue within 90 days. They also discuss the psychology behind 'anticipated...

In this episode, Lucas and Luna explore a fresh approach to email retention marketing: using empathy-driven subject lines to re-engage lapsed customers. They dive into a case study from a mid-size subscription brand that tested standard promotional subject lines against ones that acknowledged the customer's likely emotional state — frustration, guilt, or forgetting. The results were striking: a 40...

In this episode of The Retention Marketing Podcast, Lucas and Luna dive into how a mid-sized retailer leveraged personalized email campaigns to re-engage dormant customers, boosting repeat purchases by 35 percent within six months. Using purchase history and browsing data, the brand targeted segments like lapsed VIPs and seasonal shoppers with tailored product recommendations and time-sensitive of...

In this episode of The Retention Marketing Podcast, Lucas and Luna explore how one pet food brand, Ollie, uses a counterintuitive subscription feature—the pause, not the cancel—to keep customers engaged and reduce churn. They break down how Ollie's 'Pause Subscription' button, combined with smart SMS triggers, recovered nearly 20 percent of would-be cancellations in the first half of 2026. Lucas e...

In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a beauty brand called Glossier used a strategic SMS campaign to recover 25 percent of customers who hadn't purchased in six months. They break down the specific messaging framework—a mix of personalized product recommendations, a limited-time discount, and a survey to understand why they left—and how the brand tracked r...