Good morning, Jimmy here! Welcome to the very first edition of eCom Email Marketer—Your weekly dose of retention strategy, learnings, news and more brought to you from the minds of, well, myself and my good friend Chase Dimond.

You’ve seen us both nerding out on social, sharing the latest news, tips and tricks, along with strategy and breakdowns of email marketing. As we launched our podcast, with the mission to educate the market on the latest and greatest news, it only made sense to write it down!

That’s why today, I am proud to announce the official launch of eComEmailMarketer.com

We’ll be starting on a weekly cadence but will evolve into a daily business newsletter that continues to educate with cutting edge news, key tips, technical email breakdowns, and plenty of strategy. It’s an extension of the Send It! Podcast and our next step into sharing helpful information to the retention community.

On that note, when deciding what topic I wanted to touch on first, I thought what better way to kick off a newsletter on retention then with 5 Essential eCommerce Customer Retention Strategies for 2024. But, before we dive in, I got some goods to share with you.

🎙️ Introducing Our Brand New Podcast: Send It!

Over 4 years ago, I connected with Chase Dimond, after following his insights on email marketing. We’d help each other out anytime we could, quickly became friends and over time, I was making drives on Friday’s to hang out and talk all things email and retention.

Earlier this year, Chase and I noticed a gap in the industry's understanding of email and retention marketing. We saw an opportunity to step in and share valuable insights on everything from deliverability to strategy and AI.

So, I’m excited to share Send It! a podcast for eCommerce retention marketers, focused on email and SMS marketing. Our first episode aired last week, covering 2024 email data and the future of retention.

Now, without further adieu, let’s send it—Watch the episode on YouTube or listen in on Spotify and Apple!

💡 Knowledge Drop of The Week

When it comes to retention marketing, your customers are the driving force. Never forget that. In a recent post, Taylor Holiday, CEO of Common Thread Collective, reflects on a topic discussed at Commerce Roundtable San Diego. It stuck with me because he talks about strategies that prioritize profit extraction without delivering proportional value. Read his full post here and remember: the best brands are built off trust, value and community.

Alright, enough chit chat, grab your coffee and gather around because today we’re diving into…

5 Essential eCommerce Customer Retention Strategies for 2024

Customer retention is the backbone of any successful eCommerce business. While some customers value excellent service and communication, others are drawn to brands that offer personalized experiences and rewards for their loyalty.

In 2024, keeping your customers engaged and loyal means implementing smart, customer-centric strategies. Here are seven approaches you can use to keep them coming back for more:

1. Reward Loyalty to Encourage Repeat Business

Show your appreciation to loyal customers with a rewards program.

Loyal customers spend significantly more than first-time buyers, so why not incentivize them? Offer exclusive discounts, free shipping, or surprise gifts to encourage them to continue shopping with you.

A prime example is PetSmarts “Treats” rewards program where users earn with every purchase, unlock exclusive deals, and access extra perks.

2. Personalize Your Content to Build Deeper Connections

Create meaningful, valuable content that speaks directly to your customers.

Personalized emails generate 75% more revenue than generic blasts. This is where segmentation comes in. By dividing your customers based on factors such as purchase history, opt-in source, or engagement level, you can send highly relevant content that resonates with them.

For example:

• Send product-specific how-to’s and care guides to recent purchasers

• Send sneaker content to shoppers that recently engaged with sneakers

• Share gift ideas with customers who typically shop during the holidays

Tailoring your messaging makes your customers feel seen and appreciated, which leads to stronger loyalty.

3. Streamlined Channels, Maximum Impact

Remember we’re talking Retention > Acquisition here.

Your efforts should cover all aspects of your digital presence:

• A streamlined, mobile-friendly website

• Simple, user-friendly checkout process with multiple payment options

• Frictionless forms to boost conversion rates

• Ensure social commerce like TikTok Shop & IG Checkout up to date and running smooth

4. Provide Stellar Customer Support

A dedicated customer service team is essential to keeping your customers satisfied.

Customers expect regular updates when they make a purchase. Take a page from Nike’s book by sending a simple, efficient order update that includes:

• Order tracking information

• 1-Click SMS updates

• (Not pictured) Order details & number

• (Not pictured) Link to easily reach customer support

Things can go wrong during order fulfillment. How you handle issues like delayed shipping or damaged goods can make or break a customer's loyalty. A well-trained support team with clear procedures in place ensures your customers remain happy even when challenges arise.

5. Embrace SMS Marketing to Stay Connected

SMS marketing is one of the most effective ways to reach your customers. With open rates as high as 98%, texts are often read within minutes of landing in someone’s inbox.

Treat your SMS subscribers like VIPS by targeting them with exclusive offers, personalized product recommendations, and early access to new launches. Keep your copy short, sweet and personable. I love this re-engagement example from skincare brand Laneige for that reason. It breaks through that third wall and makes a 1:1 connection with the shopper, not to mention the sweet incentive to come back and shop.

In 2024, customer retention is more than just a strategy—it's the foundation of sustainable growth and long-term success. By focusing on personalized experiences, data-driven marketing, and building genuine connections with your customers, you position your brand as irreplaceable in their lives. The brands that win will be the ones that go beyond transactions and deliver value at every touchpoint, ensuring that customers not only come back but become advocates for life.

🔥 DTC Win of The Week

Dad Gang sells out their spooky szn drop frighteningly fast. In under two hours their new orange brim cap came and went like a 👻.

🗞️ Quick Clips

• Fail with Fire: Ad Beacon CEO, Phoenix Ha, launches podcast Season 3 opener with Sean Frank

• Vive la funnels: FERMÀT launches couture clothing line FRMT

• Vanishing writer’s block: Tommy Clark, CEO of Compound Content launches content AI engine, bluecast.ai

• Holiday Hacks: Boost sales with Taylor Holiday’s BFCM email & SMS strategies in the latest episode of the eCommerce Playbook Podcast

That’s all we got for today. Thanks for joining Chase and I—If you found this first edition informative or entertaining, share ecomemailmarketer.com with your favorite DTC marketer and have them subscribe! See you next week.

Remember: Do shit you love.

🤘 Jimmy Kim