Retention Edge Podcast
What makes customers stick with a brand? On the Retention Edge Podcast, we talk with leaders from successful ecommerce and retail companies about exactly that. Each episode dives into the strategies and ideas that create loyal customers, featuring candid conversations about what works, what doesn't, and why. From product designers to CX professionals, our guests offer perspectives from across the customer journey. If you work in retail or ecommerce and care about building lasting customer relationships, this podcast brings you insights from people who've been there and done the work.
Episodes
Most brands obsess over acquisition.But what happens after the first purchase - when fit is off, returns pile up, and customers don’t come back?In this episode of The Retention Edge, we sit down with Jeff Mergy, VP of Growth, Partnerships & Strategy at Bold Metrics Inc., to unpack why fit might be the most overlooked - and most powerful lever in customer experience today.Jeff shares how AI-driven body data is changing the game ...
Why do so many brands focus on acquisition while ignoring what really builds loyalty?In this episode of The Retention Edge, we sit down with Sophia Legros, VP of Product Integrity, Social Compliance, and Sustainability.
She’s spent over 20 years helping brands protect their products, their customers, and their reputation.
Sophia believes customer retention starts long before the first email or loyalty program.
It begins at the sour...
Why do so many brands pour everything into acquisition while neglecting the customers they already have?
In this episode of The Retention Edge, we sit down with Omer Hazer, founder of Atlas Studios, about why customer retention has become the true growth driver in e-commerce.
While acquisition continues to be important, Omer believes the relationships brands build after the first purchase determine their long-term success.
Drawing fr...
Ever wonder why some brands keep you coming back while others just don't click?
We had the pleasure of sitting down with Sabrina Wong, Head of UX Design at Tapestry Brands, to chat about how thoughtful digital experiences directly drive customer loyalty for luxury retailers like Coach, Kate Spade, and Stuart Weitzman.
Sabrina explains how UX serves as the critical bridge between what brands promise and what customers actually exp...
How does a modern menswear brand build customer loyalty through thoughtful design?
We sat down with Henry Martinez, Head of Design at Mack Weldon, to uncover their customer-centric approach to product development.
Drawing from his 15 years at iconic brands like Gucci and Ralph Lauren, Henry reveals how Mack Weldon prioritizes comfort and longevity over fleeting trends. He takes us behind the scenes of their data-driven design proces...
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