Stop chasing new customers when you can't keep the ones you have. Thomas Lalas reveals how he achieved an 85% repurchase rate for top CPG brands - and you can too.
In this episode of Send It! Podcast, Chase and Jimmy are joined by retention expert Thomas Lalas (who's worked with 11 category-defining brands including Everyday Dose, Physician's Choice, RYZE Superfoods, and Heights).
The three break down the science behind customer retention as Thomas shares the blueprint for doubling your repurchase rates. They reveal why most brands fail to convert first-time buyers into repeat customers and explore the exact framework Thomas used to achieve massive retention success across multiple seven and eight-figure brands.
Plus, they cover the critical 14-day window that determines customer lifetime value, dissects what makes an irresistible repurchase offer, and provides actionable strategies you can implement immediately.
EP 40: How to Double Your Customer Repurchase Rate in 2025
Here's what we're diving into:
- The billion-dollar question: Why eCommerce brands can't get buyers from order #1 to #2
- What an 85% repurchase rate offer looks like (and how to create one)
- Why the first 14 days make or break your retention (backed by data)
- How to double your repurchase rate with proven strategies
Thank you our friends at Omnisend, Raleon 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://eemtrk.com/omnisend-sendit
Kintsugi is an AI platform that monitors, files, and optimizes sales tax for you with a 98.3% reduction in errors. Mention Chase and Jimmy to receive your first three months free! https://eemtrk.com/sendit-kintsugi
Raleon is your AI-powered retention team built to help Shopify brands increase LTV and save hours every week. From segmentation to campaign planning, Raleon automates the grind so you can focus on strategy that scales. https://eemtrk.com/sendit-raleon
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://eemtrk.com/eec-sendit
Join our community of 320+ Retention marketers! https://eemtrk.com/eecc-sendit
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00:00 Welcome To The Show
01:16 Introduction to Guest Thomas Lalas
03:34 The Billion Dollar Question: Why E-commerce Brands Struggle with Repeat Purchases
10:31 Creating an 85% Repurchase Rate Offer
20:15 The Critical First 14 Days for Retention
23:57 Unadvertised Value and Order Reminders
25:04 Leveraging Enthusiasm for Social Proof
26:03 Shifting Gears: Education and Onboarding
26:26 Masterclasses and Upsells
30:24 Personalizing the Customer Journey
40:37 Final Thoughts and Key Takeaways
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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/
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