The Retention Road

Matt Fey (Marketing Director at Portland Leather Goods) & MacCoy Merkley (Chief Marketing Officer at Portland Leather Goods) discuss how Portand Leather grew from an Etsy store to the 9 figure brand it is today. They share how their highly engaged Facebook ads helped to build their large Facebook community & how they’ve been able to keep the members active, engaged & buying. They dive into how their super personalized email & sms campaigns have increased their revenue as well as how retail and customer experience plays the biggest part in their brand.

SHOW NOTES
0:19 - 1:35 Introduction
1:36 - 4:35 Who are Matt & MacCoy + What is Portland Leather Goods?
4:36 - 6:14 What is the retention strategy at Portland Leather?
6:15 - 8:30 What was a retention strategy that took retention to another level?
8:31 - 11:35 What is the Portland Leather Goods customer retention rate?
11:36 - 18:03 What email & sms retention flows that worked well?
18:04 - 18:42 Bounty
18:43 -20:46  What part of the retention revenue is from email & sms?
20:47 - 30:30 How did Portland Leather grow their Facebook group to 55K & keep it engaged?
30:31 - 32:05 What is the strategy to get new customers that just joined the community to buy?
32:06 - 34:55 How does customer experience help with retention & the community ?
34:56 -39:15 How do the Portland Leather retail stores help with retention?
39:16 - 41:52 What retention metrics does Portland Leather track?
41:53 - 46:30 What is a mistake DTC brands do in terms of retention?
46:31 - 48:47 What is the advice for DTC brands just starting their retention strategy?
48:48 - Outro 

CONNECT WITH MATT FEY
🌐 Website: https://www.portlandleathergoods.com/
🐦 Twitter: https://twitter.com/mflo503
🖇️ LinkedIn: https://www.linkedin.com/in/matt-fey-bb126788/


CONNECT WITH MACCOY MERKLEY
🌐 Website: https://www.portlandleathergoods.com/
🐦 Twitter: https://twitter.com/maccoymerkley
🖇️ LinkedIn: https://www.linkedin.com/in/maccoy-merkley-95146815b/

CONNECT WITH DEB MUKHERJEE
🐦 Twitter: https://twitter.com/debgotwired
📸 Instagram: https://www.instagram.com/debgotwired/
🖇️ LinkedIn: https://www.linkedin.com/in/debgotwired/

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Thanks for listening!

What is The Retention Road?

100% unfiltered, tactical Retention advice for eCommerce and DTC brands from those who have "been there, and done that." We help you serve & maintain your current customers you spent so much money on acquiring with paid ads to increase lifetime value and customer satisfaction.