Val Geisler - how to lose a customer in 10 days

Hey friend. Look, Black Friday weekend week month brought in a whole bunch of new customers for lots of brands. Yay, right?

Not really.

Those customers are going to be one and done unless you do something about it. Since we're all shipping as quickly as possible, let's think about those 10 days post-purchase. If you want to lose your brand new customers quickly, go ahead and do these things:

• don't send a customized post-purchase flow
• leave them in the dark on shipping times
• forget education on the product
• just throw them into your main "blast" list

It's that simple. If you want customers who came for the discount and are going to bounce as soon as they get their merch, just simply don't care about retaining them at all.

In 10 days they'll have their product, unsubscribe from your emails, and (maybe) come back when you retarget them again next holiday.

Now if you'd rather keep those customers you spent money to acquire, my best advice to you (aside from having a killer product) is to focus on retention.

What does that mean?

I'm happy to tell you!

Take a look at your flows and see if you have the following in place:
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1. Post-first-purchase education pre-delivery
2. Post-delivery review request and referral program intro
3. Post-review request to second purchase
4. Second purchase to subscription
5. Multiple purchase to subscription (if they haven't joined yet)
6. Win back campaign for dormant previous customers
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That's where I'd start.
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I've thought about building out some kind of templates so brands can get these campaigns up and running from the start but I haven't done it yet. Each brand has specific needs. Mad libs don't always work.

But, if that's something you'd be interested in, let me know and I'll think on it more.

And if you'd rather just have someone take care of those for you, we're taking on new clients starting Q1 2021 (that's next month, FYI). Applications are here.​

-V

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PS: Finding Clarity (a new podcast I'm recording with Nick Disabato) is on iTunes now. So please go subscribe and listen. It would mean the world to me.
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