See how leading brands are raising the bar in customer experience, retention and our hints and tips to help you along the way. We share the wins, the mistakes, and the practical takeaways, so you don’t just follow trends, you set them.
The Ordinary never struggled with awareness. TikTok made their serums go viral, and first-time buyers flooded in.But the data told another story, 68% of customers never made a second purchase. Their
Not every “unsubscribe” is a goodbye.Sometimes it’s a signal that your messaging stopped feeling relevant. The biggest mistake most brands make?They treat an unsubscribe click as the end of the
Swarovski had a loyal male customer base but they weren’t being fully activated.Most of the brand’s gifting campaigns targeted predictable occasions like birthdays, Valentine’s Day, and Christmas.The issue? These were
The strongest brands don’t sell products.They sell permission to feel better about yourself. The Problem For decades, the beauty industry thrived on insecurity marketing convincing women that they weren’t enough.Every
We’ve built an entire industry on the illusion of loyalty.Every brand’s got a program.Points. Perks. Tiers. Badges.You spend, you earn, you repeat. But let’s be honest, that’s not loyalty.That’s choreography.
In 2025, brands still confuse email marketing with CRM and it’s quietly costing them millions in lost revenue. Sure, sending a newsletter or an offer sequence is important. But if
Let’s get one thing straight before we talk about “best practices” or “top retention tools.” Customer retention in 2025 is not a department. It’s not
I still remember the last time I checked into a hotel. It was one of those sleek, “modern” places, the kind that prides itself on
Not every customer drives the same value. The smartest brands know this, and they treat their top tier accordingly. Your best customers spend more, advocate
Churn often feels sudden. A cancellation email arrives, and just like that, the customer is gone. But in reality, the warning signs were there long
The best way to keep customers loyal? Make them part of the product itself. Most brands treat customers as buyers at the end of a
When brands think about retention, they often reach for the obvious levers: discounts, loyalty points, or perks. But these are short-term incentives. They drive the
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