Shows / The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Lucas and Luna dismantle the mechanics of repeat purchasing: how email flows, SMS triggers, and loyalty architecture convert one-time buyers into habitual customers. Each episode takes a single retention strategy — a welcome series A/B test, a points-program redesign, a reactivation campaign — and traces its execution from first-party data setup to revenue lift. Lucas brings the numbers: open rates, redemption curves, CLV projections from real brands like Allbirds, Glossier, and Sephora. Luna…
Episodes
The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat CustomersThe Silent Killer of Retention Is Price Inflation
We examine how routine price increases quietly erode customer loyalty, using a specific case study of a mid-sized apparel brand that raised prices by eight…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Customer Advocacy Beats Loyalty Points
Most brands think loyalty is a transaction, but today we look at how community-driven advocacy creates deeper retention than any points system. We examine the…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
The Hidden Cost of Loyalty Points
Most brands treat loyalty points as a currency, but what if they are actually a liability? In this episode, we dive into the accounting reality of deferred…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
The Loyalty Trap of Invisible Rewards
Most loyalty programs fail because they demand too much friction for too little reward. In this episode, Lucas and Luna dissect the psychological mechanics of…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Micro-Commitments Build Customer Loyalty
Most loyalty programs fail because they ask for a marriage before asking for a date. In this episode, we explore the psychology of micro-commitments—small…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Customer Effort Shapes Loyalty
We explore the counterintuitive finding that reducing customer effort is a stronger predictor of loyalty than rewards or personalization. Using data from…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Emotional Labor Builds Customer Loyalty
In this episode of The Retention Marketing Podcast, Lucas and Luna explore the often-overlooked role of emotional labor in customer retention. Moving beyond…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Personalization Engines Fuel Customer Loyalty
Most loyalty programs fail because they treat every customer like a generic member. In this episode, we look at how modern personalization engines use…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Contextual Messaging Drives Loyalty
Most loyalty programs fail because they treat every customer like a data point in a static bucket. In this episode, Lucas and Luna explore how leading brands…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Zappos Built Loyalty Through Radical Empathy
Zappos built a billion-dollar shoe empire not on logistics, but on radical empathy. In this episode of The Retention Marketing Podcast, Lucas and Luna explore…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Invisible Loyalty Programs Win Customers
Most loyalty programs fail because they demand too much effort from the customer. In this episode, we examine the rise of invisible retention — where rewards…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Why Customer Loyalty Programs Are Failing Brands
In this episode of The Retention Marketing Podcast, Lucas and Luna dissect why traditional loyalty programs are losing their punch. They explore the rise of…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Emotional Resonance Builds Unbreakable Customer Loyalty
In this episode of The Retention Marketing Podcast, Lucas and Luna examine how brands like Patagonia and Glossier moved beyond transactional rewards to build…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Starbucks Turns Data Into Daily Habits
We break down the specific mechanics of how Starbucks uses its mobile app and predictive analytics to turn occasional coffee buyers into daily commuters…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Invisible Loyalty Programs Win Customers
Most loyalty programs fail because they ask too much of the customer. In this episode, Lucas and Luna explore the rise of invisible retention strategies used…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
The Quiet Loyalty Of Unbundled Subscribers
Most loyalty programs assume customers want more of the same brand. But what happens when they want less? In this episode, we look at how leading retailers are…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Post-Purchase Follow Ups Drive Repeat Sales
Most brands treat the moment after payment as a dead zone, but data from early October shows that targeted post-purchase engagement can lift retention by over…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Why Your Loyalty Program Feels Like Spam
Most loyalty programs fail because they treat retention as a transactional ledger rather than a relationship. In this episode, Lucas and Luna dissect why…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Subscription Models Trap Customers
We explore how companies like Peloton and Dollar Shave Club use subscription mechanics to lock in recurring revenue, often at the cost of long-term customer…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Frictionless Loyalty Programs Build Habit
Most loyalty programs fail because they demand too much cognitive effort from the customer. In this episode, Lucas and Luna examine how frictionless points…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Gamification Transforms Customer Retention
We explore the psychology of gamified loyalty programs using Sephora as a primary case study. Lucas and Luna break down how points, tiers, and challenges…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Data Silos Destroy Customer Loyalty Programs
Most brands think they have one customer view, but their data is fractured across email platforms, point-of-sale systems, and social media. In this episode, we…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Supermarket Receipt Data Drives Loyalty
Lucas and Luna dissect the hidden economics of grocery loyalty programs. They explore how major retailers use receipt-level data to personalize offers…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Why Your Best Customers Leave First
The most loyal customers often churn silently, leaving no trace until it is too late. In this episode, we explore the 'silent attrition' phenomenon…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Tiered Loyalty Programs Drive Higher Spending
Most loyalty programs treat every customer the same, but data shows tiered structures dramatically increase average order value and retention. In this episode…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Behavioral Nudges Increase Customer Retention
We examine how small behavioral nudges, like default opt-ins and simplified checkout flows, drive repeat purchases without heavy discounting. Lucas and Luna…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Supermarkets Turn Receipt Data Into Loyalty
We dissect how Kroger and Walmart have moved beyond simple punch cards to build sophisticated first-party data engines. By scanning receipts or linking loyalty…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Supermarkets Turn Receipt Data Into Loyalty
Supermarket loyalty programs are often dismissed as noisy discount traps, but the real money is made in the back end through receipt data and behavioral…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Emotional Loyalty Beats Transactional Rewards
Most loyalty programs are broken because they focus on transactions, not relationships. In this episode of The Retention Marketing Podcast, Lucas and Luna…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Why Your Best Customers Leave First
Most retention teams obsess over keeping everyone, but the real leverage lies in understanding why your highest-value customers churn first. In this episode of…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Why Customer Lifetime Value Beats Acquisition Costs
Most marketing teams are obsessed with the cost of acquiring a new customer, but that metric hides a critical blind spot. This episode breaks down why customer…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Personalized Messaging Drives Repeat Purchases
In this episode, Lucas and Luna explore how major retailers are moving beyond generic loyalty points to hyper-personalized messaging. They analyze the shift…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Why Your Loyalty Program Is Killing Your Margins
Most loyalty programs are just discount engines in disguise, eroding margins while failing to drive genuine retention. We examine how the shift from…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Why Your Customers Are Hiding Their Loyalty From You
Most brands assume loyalty is visible through purchases, but a silent majority of high-value customers are actively hiding their engagement to avoid targeted…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Why Customer Service Is Your Best Marketing Channel
Most brands treat customer service as a cost center, but today we explore how turning support interactions into marketing opportunities drives retention. We…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Subscription Fatigue Is Reshaping Customer Loyalty
With the average consumer now managing seven active subscriptions, the era of automatic renewal loyalty is crumbling. This episode examines how brands like…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Retailers Turn Returns Into Revenue Streams
Every year, the United States generates billions of dollars in reverse logistics costs, yet most brands treat returns as a pure loss. This episode examines how…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Supermarkets Use Receipt Data to Drive Loyalty
Most loyalty programs fail because they treat every customer the same. We examine how major grocery chains like Kroger use receipt-level data and predictive…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How One-Time Buyers Become Repeat Customers
Most brands treat their first-time buyer as a closed transaction. This episode argues that the real margin lives in the 'second touch'—the specific…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How One-Time Buyers Become Repeat Customers
Most brands treat the first purchase as a victory, but retention starts with the post-purchase experience. In this episode, we look at how a mid-sized home…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How One-Click Upsells Boost Average Order Value
We dissect the mechanics of post-purchase upselling, focusing on how brands like Harry’s and Dollar Shave Club increased average order value by leveraging…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Invisible Friction Drives Customer Retention
We explore the counterintuitive power of 'friction' in retention marketing, focusing on how intentional delays and verification steps can actually…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
Why Your Loyalty Program Fails At Scale
Most loyalty programs die because they prioritize points over perception. We break down why tiered status and experiential rewards drive higher lifetime value…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How to Stop Discounting Your Brand Loyalty
Most brands think discounts are the fastest way to retain customers, but this episode reveals why that strategy erodes lifetime value. We examine how a…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
The Psychology of Customer Referrals
Most brands treat referrals as a transactional add-on, but the best ones build them into the product experience itself. We look at how Dropbox and Airbnb…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Invisible Rewards Drive Repeat Purchases
Most loyalty programs fail because they ask customers to do too much work. We examine how a mid-sized outdoor apparel brand shifted from point-accumulation to…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
The Hidden Cost of Discounting Your Brand Loyalty
We dissect why aggressive discounting is quietly eroding customer lifetime value across the retail sector. Using data from a major apparel retailer’s recent…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Behavioral Nudges Fix Retention
Most retention strategies rely on heavy discounts or complex point systems, but the real magic often happens in the quiet moments of decision. In this episode…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Invisible Rewards Drive Repeat Purchases
We explore how brands are shifting from visible point systems to behavioral nudges that reward consistency without cluttering the inbox. Using a specific case…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How to Fix the Loyalty Point Trap
Most loyalty programs fail because they reward frequency, not value. We break down how a major retailer shifted from points-per-dollar to tiered benefits based…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Brands Turn B2B SaaS Churn Into Retention Wins
Most retention marketing talk focuses on consumer goods, but the real money is hiding in B2B software churn. We look at how a mid-market analytics firm cut…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Brands Use Frictionless Returns to Boost Loyalty
We explore why major retailers are quietly replacing physical returns with instant credits, a strategy that saves money while actually increasing customer…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Retailers Use Returnless Refunds to Save Profit
Episode 176 digs into the counterintuitive strategy of returnless refunds, where retailers like Amazon and Target intentionally let customers keep defective or…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Brands Turn One-Time Buyers into Lifelong Fans
Most brands treat a purchase as the end of the relationship. This episode explores how to use post-purchase service interactions, specifically proactive…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Retailers Use Returnless Refunds to Save Profit
We examine why major retailers are adopting returnless refunds, a strategy where customers keep defective or low-value items while still receiving their money…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How to Fix Broken Loyalty Programs That Drive Customers Away
Most loyalty programs fail because they reward transactions, not relationships. We examine why traditional point systems are losing their punch in September…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How Subscription Boxes Use Unboxing Videos to Retain Customers
Most brands treat email as the primary retention tool, but unboxing content on social media drives significantly higher repeat purchase rates for subscription…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How a Fitness App Retains Users with Email Streaks
In this episode, Lucas and Luna explore how a fitness app uses email streaks to keep users coming back. They break down the psychology of streak-based…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How a Tea Brand Uses Email and SMS to Retain Through Subscription Rituals
Episode 170 of The Retention Marketing Podcast dives into how a specialty tea brand, Steep & Co., uses email and SMS to build a retention engine around the…
- The Retention Marketing Podcast with Fexingo: Email, SMS, and Loyalty for Repeat Customers
How a Coffee Chain Uses Email to Save Cancelers
Lucas and Luna explore a fresh retention angle: how a regional coffee chain uses post-cancellation email sequences to win back subscribers before they're…