Capturing new customers is challenging. Keeping them can be even harder. Plenty of brands who have only focused on paid media have trouble shifting gears towards improving their customer experience to build lifelong relationships.

On this episode, we discuss that strategies and difficulties eCommerce brands face with customer acquisition and retention. We also talk about these fields as a service offering from the agency perspective.

We stand by the position that eComm benchmarks are hard to judge performance by when D2C brands have high variance with vertical, price points, target marketing, and brand maturity. We believe acquisition and retention is the same. Newer brands will want to direct most of attention on building a customer base while optimizing their CAC. As they mature, it makes more sense to shift that attention towards increasing repeat customers and reducing churn. We find that brands who do reflect positivity on revenue, AOV, and CR.

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Avex Designs is an eCommerce web design, development, and growth agency. Our Growth X service is fully dedicated to driving retention and CLTV. If you';re D2C brand that's ready to step up customer retention, let's see how we can help with our CRO Audits. More info here.

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Connect With Us: John Surdakowski, David Anzalone

6. Winning with an Adaptive Customer Experience Strategy in COVID-19 (w/ Lucas Walker at Gorgias)

Agency XBy agency-xApr 24, 2020