#cx-retention

I have been doing some deep diving on one of our brands that has had some pretty solid growth over the past 3 years.

Here are some key metrics in the image below. This is a lifestyle brand selling items such as water bottles, travel and lifestyle bags, lunch ware etc.

I was fascinated to see that only 12.5% of our customers make a second purchase, when I would consider that many of our products tie in with each other.

We then looked into incremental uplift by improving the second purchase rate from 12.5% to 20% or 25%. Obviously this is not easy, however I feel like there are some easy wins here.

There are many things like post purchase flows that we have in place, however we might not be agressive enough with these or getting our timeframes wrong in when we are making these offers.

We are dropping new products regularly, which is one easy way to get second purchases however I feel there is still plenty of opportunity outside of these new product launches to see success.

Any feedback welcome!