21 - ecom… email/sms retention for 7/9 figure brands
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Joined June 2019
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This is the best post-purchase retention system for supplement brands.
If you can’t afford to hire for email (or just don’t want to), plug this into Claude and build it yourself.
Here’s the structure:
1. Order delivered
Start the flow when the customer actually receives their product, not when they place the order.
2. Product education
Show them exactly how to use it, when to take it, and how to get the most out of it.
3. Expectation setting
Explain when they can realistically expect results and what they should look out for. You want to prevent disappointment before it happens.
4. Usage reminders
Get customers into a routine. Someone who actually uses your product consistently is much more likely to buy again.
5. Objection handling
Use your reviews, support tickets and cancellation reasons to figure out what’s stopping customers from continuing.
6. Split subscribers from one-time buyers
Subscribers need to be prepared for their next rebill. One-time buyers need replenishment reminders before they run out.
7. Replenishment / rebill
Time this around actual product consumption, not some random 30-day delay. Exclude anyone who’s already reordered.
8. Cross-sells
Once customers have had enough time to experience the product, introduce complementary products that actually make sense for what they bought.
You’re leaving a stupid amount of money on the table if you’re acquiring customers and doing nothing with them after their first order.
Don’t want to do it yourself? Book a call and we’ll get you sorted calendly.com/arbmails/discov…
Ayoub Arroub retweeted
This is the best post-purchase retention system for supplement brands.
If you can’t afford to hire for email (or just don’t want to), plug this into Claude and build it yourself.
Here’s the structure:
1. Order delivered
Start the flow when the customer actually receives their product, not when they place the order.
2. Product education
Show them exactly how to use it, when to take it, and how to get the most out of it.
3. Expectation setting
Explain when they can realistically expect results and what they should look out for. You want to prevent disappointment before it happens.
4. Usage reminders
Get customers into a routine. Someone who actually uses your product consistently is much more likely to buy again.
5. Objection handling
Use your reviews, support tickets and cancellation reasons to figure out what’s stopping customers from continuing.
6. Split subscribers from one-time buyers
Subscribers need to be prepared for their next rebill. One-time buyers need replenishment reminders before they run out.
7. Replenishment / rebill
Time this around actual product consumption, not some random 30-day delay. Exclude anyone who’s already reordered.
8. Cross-sells
Once customers have had enough time to experience the product, introduce complementary products that actually make sense for what they bought.
You’re leaving a stupid amount of money on the table if you’re acquiring customers and doing nothing with them after their first order.
If you run a 7/9 fig ecom brand, book a call and we’ll get your retention sorted
calendly.com/arbmails/discov…
Set your email marketing up NOW
You can generate direct revenue
You can reduce churn massively
You can get your TrustPilot reviews up significantly
You can increase your sub take rate
You can reduce refunds
You can win back customers
You can upsell customers
You can feel a little safer and slightly reduce your reliance on paid acquisition
Ayoub Arroub retweeted
Please don’t make this mistake
You need to give existing subscribers more value not a bigger discount.
if non buyers are getting 25% off, you don’t need to give subs 30%.
You can give them:
early access
ittle giftl with next shipment
$20 store credit
subscriber-only bundle
free add-on
limited hidden SKU
gift for a friend
double loyalty reward
now they still feel like they’re getting better treatment without destroying recurring economics.
this also gives you way more interesting campaign angles...
the best subscriber perk is something that makes them think:
“oh, this is actually because I’m subscribed.”
not something anyone could’ve gotten from the homepage.
If you run a 7/9 fig ecom brand, book a call and we’ll get your retention sorted
calendly.com/arbmails/discov…
Store credit email is officially dead.
Not even an easy money grab anymore.
Unless it’s a significant amount, it performs mediocre at best (compared to some others)
Used to print with it last year.
It’s genuinely a good thing tho, too many ideas to play with, makes it more fun !!
Your service needs to be so good that you under promise and people still buy
And over deliver so clients choose to stay.
How well your ads build desire for your product will determine their success.
But most people seeing your product for the first time aren’t going to want it badly enough to buy it right there.
They might like it. They might spend a few minutes on your site, check the reviews, even add it to their cart. But they’re still deciding whether it’s something they actually want to spend money on.
And I think a lot of brands underestimate how much selling still needs to happen at that point.
Someone might put off buying your supp because they’re worried about bloating. An email addressing that concern could literally be what changes their decision.
(This is also why we spend an unreasonable amount of time on customer research)
FYIc you can send an email campaign literally every single day and still have an excellent deliverability score.
Every November I see brands suddenly remember they have 200k people sitting in Klaviyo.
and decide it's a great idea to email ALL of them because Black Friday is coming
half those people haven't opened or clicked anything in forever.
now you're risking deliverability right when your most engaged customers are actually ready to spend.
I'd much rather you reach 60k people who want your emails than blast 200k and get a listing on spamhaus