Why Your eCom Subscribers Keep Canceling And How to Stop It - Part 2

You’re in the final stretch before Black Friday, and brands are either calmly executing or quietly panicking.On this episode of Send it! Podcast, Jimmy Kim and Chase Dimond skip the new ideas and give you the 10 things that actually move the needle right now, plus a few panic mistakes to talk yourself out of.The theme: discipline over panic.A calm brand executing a decent plan beats a frantic brand chasing a perfect one.What we cover:→ Why you need to lock in your offer today (everything else depends on it)→ Your final list cleanup and send volume warmup→ How to launch an early access list, even this late→ Why a real test order, including on mobile, saves your weekend→ The flow conflict that quietly undercuts your sale (your homepage says 20% off, your welcome email says 10%)→ How to map every send from the start of the sale through Cyber Monday→ Why you should write your last chance and extension emails now→ How to set a discount floor so you don’t panic-discount during a slow first hour→ The two segments to build this week: VIP early access and recent buyer suppression→ Your day after plan, and why BFCM is really an acquisition eventIf you only do one thing today: lock in your offer. Nothing else on the list can move until you do.Want the full prep list? Watch our 50 BFCM tips episode: [link]Download the free 50 BFCM Tips checklist: [link]CHAPTERS00:00 Intro02:21 Lock In Your Offer03:57 List Cleanup and Warmup06:08 Sponsor: Omnisend06:57 Early Access Waitlist08:29 Test Orders and Mobile QA10:05 Audit Flows for Conflicts11:34 Sponsor: Retention.com12:58 Map Your Send Cadence14:29 Write Deadline Emails Now16:00 Set a Discount Floor17:47 Build VIP and Suppression Segments18:46 Sponsor: Allan20:39 Day After Plan and Retention22:46 Rapid Recap and WrapTHANK YOU TO OUR SPONSORSOmnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences: https://www.omnisend.com/sendit/Retention.com helps ecommerce brands turn anonymous website visitors into opted-in email subscribers, with flexible, pay-as-you-go pricing: https://Retention.com?utm_source=send_it&utm_medium=podcastAllan helps you run your email marketing program like your ads. Send real 1 on 1 personalized messages based on behavior and data, on top of your existing ESP. Try it free: https://getallan.com/WANT TO GO DEEPER?eCom Email Certified is our hands-on program for mastering email and SMS retention marketing. 25+ hours of training and a real certification. Use code SENDIT! for $300 off: https://www.ecomemailcertified.com/Join our free daily retention newsletter: ecomemailmarketer.com#bfcm #blackfriday #cybermonday #emailmarketing #ecommerce #retentionmarketing #smsmarketingSend It! is the podcast where Jimmy Kim and Chase Dimond break down everything retention marketing: email, SMS, and ecommerce growth. Subscribe for new episodes every week.[object Object]Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/[object Object]Follow Jimmy & Chase on social!Follow Jimmy Kim at:https://x.com/yojimmykimhttps://www.linkedin.com/in/yojimmykim/https://www.instagram.com/yojimmykim/https://www.tiktok.com/@yojimmykimFollow Chase Dimond at:https://x.com/ecomchasedimondhttps://www.linkedin.com/in/chasedimond/https://www.instagram.com/chasehunterdimond/https://www.tiktok.com/@chasehunterdimondContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!#bfcm #blackfriday #cybermonday #emailmarketing #ecommerce #retentionmarketing

You can be great at getting people into a subscription, but if they churn after a few cycles, all you’ve built is a leaky bucket. Jimmy Kim and Chase Dimond break down how to plug the leaks in Part 2 of our subscription and replenishment series.If you missed Part 1 (how to get customers in), watch it here: https://youtu.be/AXgvrdeBpSkWhat we cover:→ Voluntary vs. involuntary churn, and why a big slice of your churn isn’t a decision at all→ Dunning: pre-dunning, smart retries, card account updaters, and the “update your card” message→ The real reasons subscribers cancel, and a fix for each one→ Save offers that work: pause, skip, swap, adjust frequency, and downgrade→ Why making cancellation a maze burns your brand→ How to prevent churn before anyone reaches the cancel button→ Why churned subscribers are one of your warmest win-back targets→ The metrics that matter: voluntary vs. involuntary churn, churn by cycle, and failed payment recovery rateIf you only do one thing this week: check your failed payment recovery, or find out whether you have a dunning setup at all.[object Object]Thank you our friends at Omnisend, Retention and Allan for the sponsorship!Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/Retention.com helps ecommerce brands turn anonymous website visitors into opted-in email subscribers, making it easy to grow your list with flexible, pay-as-you-go pricing. https://Retention.com?utm_source=send_it&utm_medium=podcastAllan helps you run your email marketing program like your ads! Leveraging AI, you can send real personalized 1 on 1 messages based on their behaviors and data. And the best part? it sits on top of your ESP! Try it for free: https://getallan.com/Want to learn more about all things email and sms marketing?Chase and I have a master course:eCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://www.ecomemailcertified.com[object Object]Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/CHAPTERS00:00 Intro00:46 Welcome to Part 202:06 Two Types of Churn03:24 Dunning and Failed Payments07:01 Sponsor: Omnisend08:54 Why Subscribers Cancel10:27 Save Offers: Pause, Skip, Swap13:23 Sponsor: Retention.com14:07 Cancel Flow Ethics15:27 Prevent Churn Before It Starts20:03 Win Back Churned Subscribers21:13 Sponsor: Allan22:54 Metrics That Matter24:44 Wrap Up and Next Steps#subscriptionmarketing #churn #retentionmarketing #ecommerce #emailmarketing #smsmarketing[object Object]Follow Jimmy & Chase on social!Follow Jimmy Kim at:https://x.com/yojimmykimhttps://www.linkedin.com/in/yojimmykim/https://www.instagram.com/yojimmykim/https://www.tiktok.com/@yojimmykimFollow Chase Dimond at:https://x.com/ecomchasedimondhttps://www.linkedin.com/in/chasedimond/https://www.instagram.com/chasehunterdimond/https://www.tiktok.com/@chasehunterdimondContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!

Most brands bolt a “Subscribe & Save” widget onto a product page, watch nobody use it, and decide subscription doesn’t work for them. Jimmy Kim and Chase Dimond argue the real problem is that they never understood what they were building.This is Part 1 of a two-part series on recurring revenue for consumable brands. Today is about getting customers in. Next week is about keeping them.What we cover:→ The difference between subscription and replenishment (and why most consumable brands need both)→ When subscription actually fits your product, and when forcing it makes churn worse→ Why offering a subscription at first purchase churns faster, and when to offer it instead→ Why you shouldn’t sell subscription on the discount alone→ Non-price levers that make a subscription attractive: free shipping, bonuses, early access, flexibility→ How to build a replenishment reminder around your product’s natural consumption cycle→ Why one-tap reordering matters more than clever copy→ How to use replenishment as the on-ramp that feeds your subscription programIf you only do one thing this week: find the percentage of your repeat buyers on subscription vs. reordering manually, and your product’s natural reorder cycle.______Thank you our friends at Omnisend, Retention and Allan for the sponsorship!Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/Retention.com helps ecommerce brands turn anonymous website visitors into opted-in email subscribers, making it easy to grow your list with flexible, pay-as-you-go pricing. https://Retention.com?utm_source=send_it&utm_medium=podcastAllan helps you run your email marketing program like your ads! Leveraging AI, you can send real personalized 1 on 1 messages based on their behaviors and data. And the best part? it sits on top of your ESP! Try it for free: https://getallan.com/Want to learn more about all things email and sms marketing?Chase and I have a master course: eCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://www.ecomemailcertified.com______Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/#subscriptionmarketing #replenishment #ecommerce #retentionmarketing #emailmarketing #smsmarketingSend It! is the podcast where Jimmy Kim and Chase Dimond break down everything retention marketing: email, SMS, and ecommerce growth. Subscribe for new episodes every week.CHAPTERS00:00 Welcome to Send It00:54 Two Part Subscription Series02:16 Subscription Versus Replenishment05:24 When Subscription Fits07:04 Sponsor: Omnisend08:39 Where to Offer Subscription11:31 Beyond Discounts14:24 Replenishment Timing Playbook17:26 Sponsor: Allan19:14 Bridge to Part Two20:25 Key Takeaways and Homework22:24 Outro______Follow Jimmy & Chase on social!Follow Jimmy Kim at: https://x.com/yojimmykimhttps://www.linkedin.com/in/yojimmykim/https://www.instagram.com/yojimmykim/https://www.tiktok.com/@yojimmykim Follow Chase Dimond at: https://x.com/ecomchasedimondhttps://www.linkedin.com/in/chasedimond/https://www.instagram.com/chasehunterdimond/https://www.tiktok.com/@chasehunterdimondContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!

Black Friday Cyber Monday is the biggest revenue weekend of the year for most brands, and most of the work is done weeks before it starts. Jimmy Kim and Chase Dimond fire off 50 quick hits to get your email and SMS program ready, grouped into 5 batches of 10.Their core frame: BFCM is a funnel clearing event. All year you’ve been filling the funnel. This is the weekend every fence sitter finally converts.What we cover:→ Mindset and strategy (why more sends isn’t a strategy, and what the weekend is really for)→ Planning and prep (build your calendar backwards, warm up your list in October, clean your list before the surge)→ Offers, creative and copy (why non-discount levers still work and how to protect your margin)→ Flows, segmentation and SMS (the evergreen flow conflict that quietly eats your weekend)→ Execution and what happens after (live deliverability monitoring, rollback plans, and why you can’t go dark for Q5)One tip from the episode: don’t try to fix all 50. Pick the three you know you’re getting wrong and fix one today.Thank you our friends at Omnisend, Retention and Allan for the sponsorship!Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/Retention.com helps ecommerce brands turn anonymous website visitors into opted-in email subscribers, making it easy to grow your list with flexible, pay-as-you-go pricing. https://Retention.com?utm_source=send_it&utm_medium=podcastAllan helps you run your email marketing program like your ads! Leveraging AI, you can send real personalized 1 on 1 messages based on their behaviors and data. And the best part? it sits on top of your ESP! Try it for free: https://getallan.com/Want to learn more about all things email and sms marketing?Chase and I have a master course: eCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://www.ecomemailcertified.com/______#bfcm #blackfriday #cybermonday #emailmarketing #ecommerce #retentionmarketing #smsmarketingSend It! is the podcast where Jimmy Kim and Chase Dimond break down everything retention marketing: email, SMS, and ecommerce growth. Subscribe for new episodes every week.0:00 Intro1:30 BFCM as a funnel clearing event2:30 Batch 1: Mindset and strategy (tips 1-10)5:30 Sponsor: Omnisend7:30 Batch 2: Planning and prep (tips 11-20)10:30 Batch 3: Offers, creative and copy (tips 21-30)13:30 Sponsor: Retention.com14:30 Batch 4: Flows, segmentation and SMS (tips 31-40)18:00 Batch 5: Execution and after the weekend (tips 41-50)21:00 Sponsor: Allan22:30 Tips 49-50: debrief and what BFCM is really for25:00 Wrap up: fix three, not fifty______Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/______Follow Jimmy & Chase on social!Follow Jimmy Kim at: https://x.com/yojimmykimhttps://www.linkedin.com/in/yojimmykim/https://www.instagram.com/yojimmykim/https://www.tiktok.com/@yojimmykim Follow Chase Dimond at: https://x.com/ecomchasedimondhttps://www.linkedin.com/in/chasedimond/https://www.instagram.com/chasehunterdimond/https://www.tiktok.com/@chasehunterdimondContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!

Most brands treat Halloween like a one-off email they throw together on October 30th. On this week’s episode of Send it! - Jimmy Kim and Chase Dimond argue that’s the wrong way to think about it. If you don’t sell costumes, Halloween isn’t really about Halloween. It’s your on-ramp into Q4.They break down whether Halloween is worth your time, how to time it based on what you sell, and how to run it so it warms up your list for BFCM instead of cannibalizing it.What we cover:→ Whether your customers actually care about Halloween (and which brands it’s a real revenue event for)→ Why Halloween is the bridge between Labor Day and Black Friday→ The timing framework: hard-deadline brands vs. everyone else→ Why you should never send your big push on Halloween night→ How to extend your run past October 31st without going dark→ How to avoid pulling sales forward from BFCM by accident→ A tactical playbook: creative, offers that aren’t discounts, segmentation, and email + SMS timing→ How to measure whether Halloween was incremental or just borrowed revenueIf you’re only answering one question this week, make it this: is Halloween a real revenue event for your brand, or a warm-up into Q4?Thank you our friends at Omnisend, Retention and Allan for the sponsorship!Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/Retention.com helps ecommerce brands turn anonymous website visitors into opted-in email subscribers, making it easy to grow your list with flexible, pay-as-you-go pricing. https://Retention.com?utm_source=send_it&utm_medium=podcastAllan helps you run your email marketing program like your ads! Leveraging AI, you can send real personalized 1 on 1 messages based on their behaviors and data. And the best part? it sits on top of your ESP! Try it for free: https://getallan.com/Want to learn more about all things email and sms marketing?Chase and I have a master course: eCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://www.ecomemailcertified.com/______00:00 Intro01:39 Do Customers Care About Halloween?03:19 Halloween as a Q4 On-Ramp04:17 Who Is Halloween Worth It For?06:27 Sponsor: Omnisend08:46 The Timing Framework11:05 Don’t Send Night Of11:58 Extend Past Halloween14:23 Sponsor: Retention.com15:30 Avoid BFCM Cannibalization18:39 Halloween Playbook Tactics21:16 Sponsor: Allan23:19 Measuring Success24:43 Wrap Up and Takeaway______Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/______Follow Jimmy & Chase on social!Follow Jimmy Kim at: https://x.com/yojimmykimhttps://www.linkedin.com/in/yojimmykim/https://www.instagram.com/yojimmykim/https://www.tiktok.com/@yojimmykim Follow Chase Dimond at: https://x.com/ecomchasedimondhttps://www.linkedin.com/in/chasedimond/https://www.instagram.com/chasehunterdimond/https://www.tiktok.com/@chasehunterdimondContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!#halloweenmarketing #emailmarketing #ecommerce #retentionmarketing #BFCM #q4marketing

Download the transactional playbook here: https://ecomemailmarketer.com/send-it/transactional-playbookEmail and SMS marketers obsess over your campaign subject lines, A/B test your hero images, and argue about send times. Meanwhile the emails with the highest open rates in your entire business are sitting untouched: your order confirmation, your shipping notification, your “out for delivery” email.On today’s epsisode of Send it! Podcast, Jimmy Kim and Chase Dimond break down why transactional emails get opened at 80-100%, why almost every brand treats them like pure plumbing, and exactly how far you can push them before you cross a real legal and deliverability line.What we cover:→ Why transactional emails get opened at rates your campaigns can only dream of→ The psychology behind every stage of the shipping journey (order confirmation, shipping, out for delivery)→ The two dumb reasons brands never touch these emails→ The legal concept of “primary purpose” and why it protects transactional sends→ The deliverability risk of jamming promotional content into a transactional stream→ A full email-by-email playbook: what belongs in your order confirmation, shipping notification, out-for-delivery email, post-delivery follow-up, and back-in-stock alert→ How to measure whether your additions are actually working, without compromising the core messageIf you’ve never opened your own order confirmation email as a customer, this episode will change how you think about it.***Thank you our friends at Omnisend, Retention and Allan for the sponsorship!Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/Retention.com helps ecommerce brands turn anonymous website visitors into opted-in email subscribers, making it easy to grow your list with flexible, pay-as-you-go pricing. https://Retention.com?utm_source=send_it&utm_medium=podcastAllan helps you run your email marketing program like your ads! Leveraging AI, you can send real personalized 1 on 1 messages based on their behaviors and data. And the best part? it sits on top of your ESP! Try it for free: https://getallan.com/Want to learn more about all things email and sms marketing?Chase and I have a master course: eCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://www.ecomemailcertified.com/______00:00 Intro03:01 Why Transactional Wins05:04 Ignored Inbox Goldmine08:24 Switch to Omnisend today09:43 Trojan Horse Reframe11:11 Legal and Deliverability Lines15:19 Identify visitors with Retention16:59 Email by Email Playbook21:38 Personalization that works with Allan23:10 Tracking and Risk Monitoring25:14 Action Steps26:36 Final Wrap and Outro______Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/______Follow Jimmy & Chase on social!Follow Jimmy Kim at: https://x.com/yojimmykimhttps://www.linkedin.com/in/yojimmykim/https://www.instagram.com/yojimmykim/https://www.tiktok.com/@yojimmykim Follow Chase Dimond at: https://x.com/ecomchasedimondhttps://www.linkedin.com/in/chasedimond/https://www.instagram.com/chasehunterdimond/https://www.tiktok.com/@chasehunterdimondContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!

Download the 100 here: https://ecomemailmarketer.com/sendit-100This week, we’re celebrating episode #100 with a fun 100 things we know about retention.Here’s what we cover in the pod: → Lists and list growth (why size is a vanity metric, and what actually matters instead)→ Deliverability (the habits that quietly protect or destroy your sender reputation)→ Segmentation (why over-segmenting is procrastination in disguise)→ Flows (the automations every brand should have and rarely maintains)→ SMS (the rules that are different from email, and why)→ Copy and creative (what actually gets opens, clicks, and conversions)→ Offers and discounts (why discounting is a tool, not a strategy)→ Strategy and LTV (why retention funds acquisition, not the other way around)→ Metrics (which numbers actually matter, and which ones are just noise)→ Mindset (the operator habits that separate good retention marketers from great ones)Whether you’re brand new to retention marketing or you’ve been doing this for years, there’s something in this list that’s going to challenge how you’re currently running your program.We’re also giving away a free downloadable checklist of all 100 things:.*****Thank you our SPONSORS of the show who allow us to share valuable and free information to you every week: Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/Retention.com helps ecommerce brands turn anonymous website visitors into opted-in email subscribers, making it easy to grow your list with flexible, pay-as-you-go pricing. https://Retention.com?utm_source=send_it&utm_medium=podcastAllan helps you run your email marketing program like your ads! Leveraging AI, you can send real personalized 1 on 1 messages based on their behaviors and data. And the best part? it sits on top of your ESP! Try it for free: https://getallan.com/Want to learn more about all things email and sms marketing?Chase and I have a master course: eCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://www.ecomemailcertified.com/______00:00 Intro00:54 Welcome to 100!02:26 List Growth Truths06:05 Deliverability Essentials08:41 Segmentation That Works11:11 Omnisend is Awesome13:44 Flows Money Machine16:28 SMS Principles Start17:54 SMS Rules Recap18:55 Retention.com is great20:03 Coordinating Email and SMS20:24 Copy and Creative Wins22:09 Unsubscribes and Usefulness22:43 Discounts Without Damage26:21 LTV and Retention Strategy28:49 Allan Personalization is a must try29:56 Metrics That Matter33:07 Operator Mindset Final 1034:48 Wrap Up______Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/______Follow Jimmy & Chase on social!Follow Jimmy Kim at: https://x.com/yojimmykimhttps://www.linkedin.com/in/yojimmykim/https://www.instagram.com/yojimmykim/https://www.tiktok.com/@yojimmykim Follow Chase Dimond at: https://x.com/ecomchasedimondhttps://www.linkedin.com/in/chasedimond/https://www.instagram.com/chasehunterdimond/https://www.tiktok.com/@chasehunterdimondContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!

Win-Backs Are Broken Because Everyone Treats Them Like One ThingMost brands treat “win-back” like it’s one flow. On this week’s show, Jimmy Kim and Chase Dimond argue that’s the exact reason win-backs underperform almost everywhere, because a win-back is actually two completely different problems wearing the same name.They break down the two buckets every brand needs to separate: the lapsed customer (someone who already bought and proved their intent) and the lapsed prospect (someone who joined your list but never converted). Treating them the same doesn’t just waste a message, it actively hurts both.What we cover:→ Why a lapsed customer deserves patience, not a panic discount→ The ladder approach to winning back customers without training them to wait for a sale→ Why a lapsed prospect’s intent has a shelf life, and why speed matters more than anything→ Why being aggressive with a cold prospect is the right move, not a risky one→ Why unengaged prospects need to be sunset, and how holding onto them hurts your deliverability for everyone else→ How to measure the two buckets differently instead of judging them by the same metricIf your win-back flow is just a single “we miss you” email going out to everyone who’s gone quiet, this episode explains exactly why it’s not working the way you think it is.Thank you our SPONSORS of the show who allow us to share valuable and free information to you every week: Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/Retention.com helps ecommerce brands turn anonymous website visitors into opted-in email subscribers, making it easy to grow your list with flexible, pay-as-you-go pricing. https://Retention.com?utm_source=send_it&utm_medium=podcastAllan helps you run your email marketing program like your ads! Leveraging AI, you can send real personalized 1 on 1 messages based on their behaviors and data. And the best part? it sits on top of your ESP! Try it for free: https://getallan.com/Want to learn more about all things email and sms marketing?Chase and I have a master course: eCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://www.ecomemailcertified.com/______00:00 Show Intro01:22 Two Winback Buckets04:22 Why Customer Lapse Hurts06:16 Reframe Patience vs Speed08:35 Customer Winback Ladder11:21 Timing by Purchase Cadence12:52 Prospect Window and Decay15:41 Prospect Sprint Playbook17:47 List Hygiene and Deliverability21:43 Stop Hoarding Subscribers23:18 Implementation and Metrics25:23 Wrap Up Key Takeaways______Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/______Follow Jimmy & Chase on social!Follow Jimmy Kim at: https://x.com/yojimmykimhttps://www.linkedin.com/in/yojimmykim/https://www.instagram.com/yojimmykim/https://www.tiktok.com/@yojimmykim Follow Chase Dimond at: https://x.com/ecomchasedimondhttps://www.linkedin.com/in/chasedimond/https://www.instagram.com/chasehunterdimond/https://www.tiktok.com/@chasehunterdimondContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!

This is the the most Important number in Retention Marketing nobody tracksEvery brand celebrates new customer count. On this week’s episode, Jimmy Kim and Chase Dimond argue that’s the wrong number to be proud of, and that the real moment that determines a customer’s lifetime value is the second purchase, not the first.They break down why a first-time buyer isn’t really a customer yet, just someone willing to give you a chance, and why the shift from trial to identity is the actual psychological threshold every retention program should be built around.What we cover:→ Why repeat purchase probability compounds after the second order, and what that means for your acquisition budget→ The psychological difference between a first purchase (trial) and a second purchase (identity)→ Why discounting the second purchase trains the exact behavior you don’t want→ How to find your product’s natural reorder window instead of guessing→ 5 concrete playbooks for the post-purchase window: post-purchase sequence, replenishment nudge, cross-sell, bounce-back offer, and subscription conversion→ The two numbers almost no brand tracks: cohort-based repeat purchase rate and median time to second orderIf you’ve ever wondered why your acquisition numbers look great but revenue feels flat, this episode explains where the leak actually is.Subscribe for new episodes every week.Thank you our friends at Omnisend and eCom Email Certified for sponsoring the podcast!Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/Retention.com helps ecommerce brands turn anonymous website visitors into opted-in email subscribers, making it easy to grow your list with flexible, pay-as-you-go pricing. https://Retention.com?utm_source=send_it&utm_medium=podcastCreate Emails like Ads: getallan.com eCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://www.ecomemailcertified.com/______00:00 Intro01:12 New Customers Aren’t Loyal03:29 Why Second Purchase Matters07:03 Trial to Identity Shift08:49 Omnisend Migration Sponsor10:57 Post Purchase Builds Trust13:25 Timing by Category16:19 Retention.com BFCM Sponsor17:29 Email vs SMS Phases19:16 Five Second Purchase Playbooks24:03 Ecom Email Certified Plug25:13 Measure Cohorts and Timing28:10 Wrap Up and Homework#retentionmarketing #ecommerce #emailmarketing #dtc #customerretentionSend It! is the podcast where Jimmy Kim and Chase Dimond break down everything retention marketing — email, SMS, and ecommerce growth.______Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/______Follow Jimmy & Chase on social!Follow Jimmy Kim at: https://x.com/yojimmykimhttps://www.linkedin.com/in/yojimmykim/https://www.instagram.com/yojimmykim/https://www.tiktok.com/@yojimmykim Follow Chase Dimond at: https://x.com/ecomchasedimondhttps://www.linkedin.com/in/chasedimond/https://www.instagram.com/chasehunterdimond/https://www.tiktok.com/@chasehunterdimondContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!

The Legal Loophole Behind Non-Opt-In Email MarketingIs it actually legal to email people who never opted in? This week, Jimmy Kim sits down with Adam Robinson, founder of Retention.com and RB2B, to break down how identity resolution and non-opt-in email marketing actually work, and why it’s compliant under U.S. law even though most people assume it isn’t.Adam built Retention.com (formerly GetEmails) into the market leader in this space, and in this episode he explains exactly how the legality works, how deliverability actually gets protected, and what separates a smart list growth strategy from one that gets a brand blacklisted.What we cover:→ Why non-opt-in email marketing is legal under CAN-SPAM, and why so many people think it isn’t→ The 1-2% rule that keeps deliverability safe when adding non-opt-in contacts→ Who this strategy actually works for (hint: it’s not a brand new store)→ The difference between Retention.com’s two products: aggressive list growth vs. conservative cart recovery→ Why the biggest Shopify brands use multiple identity vendors at once, not just one→ How Adam priced RB2B at $79/month instead of a $12,000 sales-led deal, and why→ Why events and in-person relationships still drive most vendor decisions in ecommerceIf you’ve been skeptical about identity resolution tools or unsure whether they’re worth the risk, this episode answers the questions most people are too embarrassed to ask.Thank you our friends at Omnisend and eCom Email Certified for sponsoring the podcast!Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/Retention.com helps ecommerce brands turn anonymous website visitors into opted-in email subscribers, making it easy to grow your list with flexible, pay-as-you-go pricing. https://Retention.com?utm_source=send_it&utm_medium=podcastWant to spend two days learning alongside some of the smartest operators in ecom? Join us at Commerce Roundtable in San Diego on September 21-22 for tactical sessions, great conversations, and networking that actually leads somewhere. Use code SENDITVIP to save 40%. https://www.commerceroundtable.comeCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://www.ecomemailcertified.com/______00:00 Intro00:47 Welcoming our guest01:43 Is this legal? Breaking down CAN-SPAM02:48 Compliance Explained05:22 Deliverability Strategy: The 1-2% deliverability rule07:43 Who Should Use It10:40 Optimization Not Magic12:05 Real World Use Case14:00 Grow vs Reclaim15:46 Competitors Copycats17:50 Data Sources Providers21:28 Events, community, and how this market actually buys23:01 Pricing Shakeup: You lowered the price?26:21 Final questions and outro______Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/______Follow Jimmy & Chase on social!Follow Jimmy Kim at: https://x.com/yojimmykimhttps://www.linkedin.com/in/yojimmykim/https://www.instagram.com/yojimmykim/https://www.tiktok.com/@yojimmykim Follow Chase Dimond at: https://x.com/ecomchasedimondhttps://www.linkedin.com/in/chasedimond/https://www.instagram.com/chasehunterdimond/https://www.tiktok.com/@chasehunterdimondContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!