Most loyalty reporting compares members to non-members and calls the gap proof the program is working, when a good part of that gap usually existed before anyone enrolled. This episode goes through…
Not every second order is retention. Some of it is your returns process finishing the first sale. This episode shows how exchanges and replacements inflate repeat rate, and what changes once you count…
Most brands spend weeks arguing over discount depth and thirty seconds deciding what free product goes in the box, even though the sample can lift the current basket and the next order without…
This week we're launching the AI Analyst, the biggest thing we've ever shipped at RetentionX: it reads your entire store overnight and lands a finished diagnosis on your phone by morning, telling you…
This week we break down "proof coverage," the ratio between how long a product takes to show results and how much of that window a customer's first order actually covers, arguing that selling a 30-day…
Two mathematically identical discounts—say "$30 off" versus "10% off" on a $300 product—convert at different rates, because customers don't do the math, they react to whichever version feels bigger.…
Your best full-price customers might be buying less often than they used to, and there's a good chance your own promo calendar taught them to wait for a discount instead of buying when they're ready.…
In this episode, we make the case that most retention programs are built around a calendar the business controls rather than the rhythm the customer actually buys on — and that the mismatch between…
John Feeney has run e-commerce from both the agency chair and the operator's seat, and his core rule cuts against instinct: acquire the right customer, not the most customers. We get into why deep…
In this episode, we introduce the Acquisition Treadmill Ratio — the share of monthly revenue that had to be bought from brand-new customers all over again — and make the case that a growing topline…
