Retention Chronicles

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!

On the fourth episode of Retention Chronicles, Sarah and Mariah are joined by Lisa Oberst, Director of Email Marketing at FuelMade, and Cristina Donati, Senior Marketing Manager, also at FuelMade. On this specific episode we chat about so many different things as they pertain to customer retention, like making a good brand impression, valuing and knowing your customers, customer first data, personalized surveys and quizzes, and so so much more. We have a really rich fact check so be sure to have your pen at the ready! We share a ton of laughs along the way so be sure to learn- and laugh- along with us! 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!

In this episode, Sarah and Mariah welcome our first customer guest, Bryan Smith. Bryan is Head of Ecommerce at Ned & Co, a D2C brand that specializes in hemp products. We dive right in and talk about the importance of a brand’s story, possible touch points with customers, tempering expectations, performance goals, and incorporating user generated content. One awesome topic we discuss is everything that surrounds a subscription mode- in the ecommerce world, there can be negative connotations that surround this business structure. But luckily for us, Bryan walks Sarah and Mariah through the very successful structure of Ned’s subscription and how they’re winning in their customer experience by looking into the nuances around cancellation policies and messaging frequency. Bryan also shares the different and easy platforms that Ned uses to grow different avenues of their business, so stay tuned and subscribe for more customer guests to come!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, Kat Gordon, Head of Customer Success at Malomo, Sarah and Mariah discuss customer retention as it pertains to Black Friday Cyber Monday. We first focus on why it is important to concentrate on customer retention during the hectic holiday season. Obviously, brands want to keep the customers they gain during the holiday season and maintain those they already have. Kat, Sarah, and Mariah discuss some strategies on how to do exactly that. We first kick it off by covering how to adjust and troubleshoot, why it's smart to optimize for mobile, as well as how to handle a surge in website traffic and shipping fulfillment. Then, we dive into some initiatives to reward loyal customers, from both the customer success and marketing avenues. Then to finish out the episode we dive into the post-purchase experience and how to provide the best support possible to increase customer retention. Stay tuned until the end to hear Sarah and Kat’s advice as to what they have carried with them from each holiday season to the next and for the fact check where I will make sure we cover all the bases we ran through in this episode. 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!

Welcome to our first episode of Retention Chronicles! On this episode, our hosts, Sarah and Mariah, discuss the top customer retention trends you need to follow, such as delivering fast support to customers, using automation where you can, implementing referral and rewards programs, as well as KPIs and tools you can use to evaluate and accelerate growth! We cover some fun stats that may surprise you so stay tuned for the fact check at the end of the episode for all your resources in one place. Be sure to subscribe and follow Malomo on social media to share your thoughts and stay up to date.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!