Is Ecommerce Doomed Without Customer Retention?

Juliana Jackson aka "The CLV Lady" is probably the most vocal voice on customer retention in ecommerce. This week we are talking about the imbalance in ecommerce today between customer acquisition and lifetime value. Juliana explains why ecommerce has been slow to adopt retention practices, why things must change, and how to use first-party data to solve for the death of the third-party cookie.

Show Notes

Connect with Juliana:

Linkedin
Twitter
[e-mail]

Articles & Resources Referenced

Shopify predictions for 2021 (includes customer retention)
How to segment through an RFM analysis (recency, frequency, monetization)


Here's this Shows TL;DR:

• Why has ecommerce been so slow to adopt customer retention practices?
• Acquisition is so much easier to start and track and that has put retention on the back burner 
• We talk about whether there will always be a cheap acquisition channel
• Juliana's number one tip to understand your experience through your customer's eyes
• Is 2021 the year we will see a record number of brands close up shop?
• Emotions are the true driver of action not discounting
• Is the elimination of the 3rd party cookie the catalyst for rapid retention adoption 
• Why RFM analysis is the best thing you can do for better customer retention 

What is The Exchange?

The new ecommerce playbook is focused on retention, brand, and building deep connections through your customer experience.

The Exchange is here to connect you with Shopify brands, their founders, and industry experts that will give you the tools and marketing inspiration to build true connections with your customers online.