{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Profits on Purpose","title":"The 3 Customer Types Your P&L Is Hiding | Digital Retail Strategy, LLC | Arnold Sookram","html":"","width":"100%","height":180,"duration":2313,"description":"How Does Your Brand Stack Up? Download our FREE eCommerce Hidden Profit Audit Template here:\nhttps://www.futurereadycfo.com/hidden-profit-audit-free-template\nMost founders chase growth by counting new customers, but this episode makes the case that the metric hides more than it reveals. Arnold Sookram, who has spent over two decades inside customer economics at Starbucks, Xbox, DirecTV, Microsoft, Backcountry.com and AT&T, joins the show to unpack what actually separates a profitable customer from a costly one.\nArnold walks through the practical starting point for any founder without a dedicated analytics team: separating new customers from returning ones, understanding the true cost of servicing and retaining each group, and building towards a real customer profit and loss statement. He also draws on lessons from Starbucks Rewards and free-to-play gaming economics to explain why not every customer is worth the same to a business, and what\nto do about the ones who are worth far more than others.\n• Why new versus returning customers is the first segmentation any founder should build\n• What Starbucks Rewards reveals about turning customers into loyal advocates\n• The “whales, dolphins and minnows” framework from gaming and how it applies to e-commerce\n• Why growth in customer count can mask a drop in profitability\n• The first practical step towards a real customer P&L with limited data and no analytics team\nArnold Sookram, Founder & Managing Director, Digital Retail Strategy, LLC\nLinkedIn: linkedin.com/in/arnoldsookram\nWebsite: digitalretailstrategy.com\nWant to know if your business is as profitable as it should be? Download our FREE eCommerce Hidden Profit Audit Template here: https://www.futurereadycfo.com/hidden-profit-audit-free-template\nI hope you enjoyed this episode!\n Give it a like, share, and subscribe to not miss the content coming your way weekly.\n – Nate and the Profits on Purpose podcast team\nConnect with Nathan Littlewood on LinkedIn:...","thumbnail_url":"https://img.transistorcdn.com/_cxG7RO1ZcnYwGXI1jP4ZK-pmU86wobwOhFfT9k5yjU/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9kYTEz/MDg5MzFhZjJlMzkw/MDkxNDRlYzkyNWQx/ZGIzYi5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}