#cx-retention

I am looking into a CRM to track all customer interactions across klaviyo flows, shopify emails, direct email interactions, sms etc. Does anyone have any suggestions on softwares that can do this? Gorgias?

How would you calculate CLV and repeat customer rate for a company that has grown substantially during the last 6 months? It usually takes our customers 3-6 months to make their second purchase.

<@U08D32FD057> – solid question…

Retention strategies aren’t one-size-fits-all.

I’d love to know more about your specific business model and customer journey.

What’s holding you back?

• Low repeat purchase rates?
• Weak engagement?
• Churn at a specific stage?
That said, here’s what can move the needle for repeat customers (and why):

Buying Habit Formation – Do customers have a reason to come back?

• If your product has a natural replenishment cycle (skincare, supplements), great.
• If not, you need a strong habit loop (loyalty perks, exclusive content, ongoing use cases).
Post-Purchase Experience – The best brands don’t just sell—they onboard.

• Automated post-purchase flows (email/SMS).
• Community engagement & education.
• Proactive support that keeps customers coming back.
Retention-Focused Offers – Subscriptions, bundles, VIP programs.

• These turn one-time buyers into repeat loyalists.
• If you’re relying on Meta Ads alone, you’re leaving money on the table.
Channel Overlap & Timing – Email/SMS & Meta Ads can drive retention… but only if they hit right.

• Are your emails personalized?
• Is Meta retargeting happening at the right moment (30-60 days post-purchase)?
This is just the start, and I’d LOVE to take a deeper look. 😃

👉 Drop some details in the thread or DM me, and I’ll give more targeted advice..

We follow a 2 step process here (for right address, but missing package)
1. For large value orders, to weed out fraud, we first ask the customer to wait for a couple of days to see if USPS delivers the package (they often mark it delivered before delivering), and then file a missing mail case with USPS. If USPS is not able to find the package, we ask for a confirmation that USPS sends about it. This step has been solving 70-80% cases for it, and we don't hear back from the customer most of the times.
2. If the customer is engaging and actually files the missing mail case, we ship them a replacement and absorb the cost
From the language of the message exchange, our team is able to infer many times if it is a genuine case.

FWIW it feels like USPS has been better now that we’re out of holidays + insane weather season (knocking on wood, hoping this doesn’t jinx it hah)

We've started to go the same way. Give them a code and lodge a claim with the carrier.

a great product 🙂

I have had several trusted customers have this experience, even one of my investors 😱. USPS tracking is not reliable. This particular person had received a different package all together and had the delivery on their ring. We are switching to FedEx for this reason. It will be worth the $5 additional cost for National 2 day shipping vs 2-5 day shipping w usps and many lost deliveries.

Any CRO agency specialising in apparel or bags industry? Hmu

We’re gearing up to hiring our first CX team member. Probably looking for part-time, ~10-15hr/week. Any advice on where to find the best talent? Curious if anyone has referrals to great people they’ve worked with. Looking for someone who’s naturally kind and empathetic.

We LOVE AfterSell. Low hanging fruit to increase AOV.

> Also I’m just asking what others do. I know what my options are I’m just curious how others handle this.
I recently had this happen and did what Paolo suggested, which is to give them a code so they can cover shipping and get the order replaced.

Ultimately, depends on your costs, but for us keeping the customer happy is worth the annoyance of replacing it, and try to use that as a way to turn them into a superfan. I would just stress that you’re doing that as a one-time thing for them and that you normally wouldn’t replace it as a small biz etc. Also not worth the chargeback / bad review.

Hi everyone - I’m revisiting my shipping protection/warranty + returns platform. I’m a smaller brand so definitely have some price sensitivity. Currently the cost of my returns platform and warranties is covered by the shipping protection I bring in. Anyone loving what they’re currently on?

Thanks @Anubhav Narula!

Hey <@U07UW4ND0Q0>, for post-purchase upsell - you can generally see up to 16% conversion based on verticals. Example, our brands in the Beauty and Personal Care industry have an average of 6.93% conversion rate, with brands reaching up to 22.95% conversion rate.

Would recommend Aftersell as well

@Alicia Gan can share her expertise on post purchase upsells

Hey guys, does anyone have experience with https://www.swap-commerce.com/? If so, would love to get an honest review of it!

Not sure if this helps

https://www.froonze.com/

There is this app.

Curios if anyone knows what ESP him/hers uses.

Not sure if this helps but Shopify just dropped some updates re: login page for customer accounts

https://x.com/harleyf/status/1866852319184179698?t=ON7Vr3wUAJI3uW7986BveA&s=19

what customizations are you looking for?

What are some really good ways to combat your customers buying from Amazon instead of your own website? We have a local Amazon-equivalent here and we lose a significant amount of money and it's costing us $xxx,xxx a year in fees, discounts etc. Customers still buy from us but on the Amazon-equivalent platform which actually most of the ecommerce shopping happens in the country.

Is anyone using a customer service tool for their website right now - if so who manages it? Having a big issues with our fulfillment team not getting back to customers in time <10 hrs when they get a shopify notification.

I’d consider the timing of these offers as a way to preserve margin vs. just blanket on each order.

Two things we’ve seen brands do successfully here:
1. They have a segment that targets subscription churn or downsell. (We have segments for this in our platform)
2. They look at their repeat purchase data to see where the subs start to see a decline and target those specific points to lift the curve

My understanding is you need an 80% margin to be able to profitably scale. Can you decrease your price and maintain that margin?