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

Episode 53 of The Retention Marketing Podcast dives into how a direct-to-consumer bedding brand called Brooklinen used a strategic SMS campaign to win back nearly 15 percent of customers who had stopped purchasing for over 12 months. Lucas and Luna walk through the exact messaging sequence, timing, and segmentation that made it work — including a 'we miss you' text with a personalized product reco...

Lucas and Luna dig into the loyalty mechanics behind a national coffee chain's digital punch card program. They break down how the chain redesigned its rewards from a simple 'buy 10 get 1 free' model to a gamified tier system that increased visit frequency by 22 percent and boosted average order value by 8 percent. Lucas shares the specific behavioral economics principle at play — the endowed prog...

Lucas and Luna dive into how a mid-market DTC brand called Pique Life uses purchase-frequency data and SMS triggers to predict churn before it happens. Lucas explains how the brand's data team built a simple model using average repurchase cycle and last-purchase date to identify at-risk customers, then sends a timely SMS with a personalized discount. The result: a 28 percent reduction in churn wit...

In this milestone 50th episode of The Retention Marketing Podcast, Lucas and Luna explore how a fast-growing DTC pet food brand, Ollie, uses predictive analytics to identify which customers are likely to churn and which are primed for a repeat purchase. They break down the specific data points Ollie tracks—from order frequency to engagement with educational emails—and how the brand uses a simple m...

In this episode of The Retention Marketing Podcast, Lucas and Luna explore how a direct-to-consumer pet food brand used a simple post-purchase email sequence to increase repeat purchase rate by 50 percent in six months. They break down the three-email flow: a day-one thank-you with a personalized feeding guide, a week-two check-in with a health tip tied to the specific recipe purchased, and a day-...

In this episode of The Retention Marketing Podcast, Lucas and Luna dive into the mechanics of SMS-based churn reduction. They examine a specific case: a mid-sized DTC brand that cut monthly churn from 8% to 5.2% in six months using triggered SMS campaigns. The hosts walk through the three-message sequence—early warning, incentive, and reactivation—and discuss timing, segmentation, and copy length....

Episode 47 of The Retention Marketing Podcast with Fexingo dives into a specific tactic used by a regional grocery chain called FreshGroove: they layer purchase history data onto SMS campaigns to nudge customers back within a 7-day window. Lucas breaks down how the chain identifies high-margin items a customer bought last visit, then sends a time-sensitive text offering a complementary product at...

Lucas and Luna dive into how a mid-size DTC brand, NatureBox, cut cart abandonment by 22 percent using personalized video emails. They break down the strategy: filming short product-specific clips triggered by browsing behavior, embedding them directly in the email body, and seeing a 34 percent click-through rate versus their standard 8 percent. The episode explores why video builds trust in ways...

In this episode of The Retention Marketing Podcast, Lucas and Luna dive into a powerful but often overlooked retention channel: post-purchase SMS. They break down how a specific DTC apparel brand used a two-message SMS sequence — sent 24 hours and 7 days after delivery — to double their repeat purchase rate over six months. Lucas shares the exact metrics: a 34% click-through rate on the day-after...

Most brands send a generic birthday email with a 10% off coupon and call it a day. But one regional retail chain, Rockford Clothing Co., does it differently: they combine birthday data with past-purchase history to send a hyper-personalized offer that drives an average order value 35% higher than their standard email campaigns. In this episode, Lucas and Luna break down the specific mechanics — ho...

In this episode of The Retention Marketing Podcast, Lucas and Luna break down the subscription strategy behind Liquid Death, the canned water brand that turned a commodity into a cult. They walk through how the brand uses a Mountain Water Subscription with limited-edition flavors and collectible cans to drive repeat purchases, reduce churn, and build a community of loyal fans. They also discuss th...

In this episode, we dive into how BRUNT Workwear, a DTC work-boot brand founded in 2021, built a retention engine that drives repeat purchases in a category historically dominated by one-and-done buyers. We break down their specific strategies: a 'Work Hard, Stay Hard' loyalty program that rewards boot maintenance and re-sole purchases, targeted SMS sequences triggered by wear-and-tear milestones...

Lucas and Luna break down Domino's Piece of the Pie Rewards program, where customers earn points for every order and redeem for a free pizza. They explore how Domino's mobile app gamifies the ordering process with a pizza tracker and easy reorder, driving repeat visits. The episode covers the psychographic segmentation behind 'real-time ordering' and why Domino's sees 75% of sales from loyalty mem...

Lucas and Luna dive into the story of a small boutique lingerie brand called The Naked Fox that used personalized handwritten postcards to slash churn by 25 percent in just two months. They break down the three-step campaign — purchase trigger, wait five days, send a personalized postcard — and explain why physical mail creates a surprise-and-delight effect that email alone rarely matches. They al...

Lucas and Luna dive into Saks Fifth Avenue's personal shopping program and how it drives repeat purchases among luxury customers. They break down the economics of assigning a dedicated stylist to top-tier clients, the data behind curated recommendations, and why the program achieves 80% retention rates compared to 30% for non-enrolled shoppers. The episode focuses on the specific numbers: how Saks...

In this episode of The Retention Marketing Podcast, Lucas and Luna explore how Patagonia's Worn Wear program turns one-time customers into lifelong brand advocates. By incentivizing repairs, trade-ins, and secondhand purchases, Patagonia keeps customers coming back while reinforcing its sustainability mission. Lucas breaks down the numbers: the program has repaired over 100,000 garments, and trade...

In this episode of The Retention Marketing Podcast, Lucas and Luna explore how automated credit card updater services — like those from Visa Account Updater and Mastercard Automatic Billing Updater — help subscription brands recover failed recurring payments before they lose a customer. They walk through the mechanics: when a card expires or is replaced, the updater pushes the new credentials to m...

Lucas and Luna dive into how a mid-size DTC apparel brand used exit-intent surveys to slash customer churn by 40 percent in six months. They walk through the specific questions asked, the data the brand collected, and how the insights reshaped their email and SMS retention flows. The episode also touches on why most brands botch exit surveys (asking at the wrong moment, using too many fields) and...

Lucas and Luna break down the win-back email strategies that subscription brands use to re-engage lapsed customers before they churn for good. Using real examples from Dollar Shave Club and The Wall Street Journal, they walk through the three-stage win-back funnel: the empathy email, the incentive email, and the 'we miss you' final offer. They also discuss the optimal timing for each touchpoint an...

In this episode of The Retention Marketing Podcast, Lucas and Luna explore how Lululemon turns in-store community events into a powerful retention engine. They break down the specific mechanics: free yoga classes, running clubs, and meditation sessions that keep customers coming back weekly. The hosts discuss the data behind the strategy — how event attendance correlates with a 40 percent increase...

In this episode of The Retention Marketing Podcast, Lucas and Luna break down how Warby Parker's at-home try-on program turns first-time buyers into loyal repeat customers. They explore the specific data point that 50% of Warby Parker customers who use the home try-on program go on to purchase multiple pairs over time. The hosts dig into the psychology of low-commitment sampling, the email and SMS...

Trader Joe's doesn't run a traditional loyalty program, yet it boasts some of the highest repeat visit rates in grocery. In this episode, Lucas and Luna unpack the specific tactics behind that retention: the Fear of Missing Out created by 'fear of missing out' items like Pumpkin Spice Joe Joe's and the Two-Buck Chuck scarcity halo, the low-price-high-frequency psychology that makes customers feel...

In this episode of The Retention Marketing Podcast, Lucas and Luna dive into the art of payment recovery emails for subscription-based businesses. They examine how a mid-sized meal kit company recovered 27% of failed transactions with a three-email sequence, the importance of timing and tone, and why proactive payment reminders can boost customer trust. The hosts also discuss the economics of dunn...

In Episode 30 of The Retention Marketing Podcast, Lucas and Luna break down Casper's post-purchase email strategy for mattress buyers. They explore how the brand uses a 100-night trial period as a retention anchor, sending a carefully timed sequence of emails that reduce buyer's remorse, encourage sharing, and convert one-time mattress purchasers into loyal bedding and accessory customers. The hos...

In this episode of The Retention Marketing Podcast, Lucas and Luna break down the mechanics behind Sephora's Beauty Insider loyalty program. They explore how the three-tier structure—Insider, VIB, and Rouge—creates sunk-cost psychology, drives incremental spend, and generates over 80% of the company's sales. Lucas shares specific data on how Rouge members spend five times more than non-members, an...