The Overlooked Key to Customer Retention w/Jeff Mergy

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 for apparel brands. Not just by reducing returns, but by helping brands build trust, improve personalization, and increase customer lifetime value from the very first interaction.We talk about:- Why outdated size charts quietly destroy CX- How to turn fit into a loyalty engine, not just a conversion tool- What leading brands are doing with first-party body data- Building fit profiles that feel natural (not creepy)- Mobile, in-store, and the untapped future of sizingWe also explore the emotional side of fit, and why solving it isn’t just good business, it’s essential for customer trust.If you care about long-term growth, loyalty, and brand love - this episode is worth a listen.