The podcast explores retention strategies in e-commerce, emphasizing that retention extends beyond email and SMS marketing. Firas and Eric from New Standard Co. Agency highlight the importance of customer service, product experience, and aligning acquisition with retention efforts. They advocate for analyzing layer-two metrics like reasons for cancellation in subscription services to tailor onboarding and build habitual use. The discussion challenges the overemphasis on personalization, suggesting that many brands lack the necessary data and should instead focus on optimizing core elements like pop-ups and key flows. The guests stress the need for a holistic understanding of unit economics and integrated marketing across all channels.
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