Shownotes
How To Increase Customer Retention
- The mindset you need for marketing your business.
- Why retaining as many customers as possible is so powerful.
- How to understand your customers and the type of problems you help them solve.
- Specific steps you can take to get started from scratch - no matter how small your biz!
- The best tools for customer retention.
- And lots more!
Tune in now to hear how you can build sustainable growth in your business with simple customer retention techniques!
Resources Mentioned
Kerri's Contact Links
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Gift Biz Unwrapped guest,
Speaker:episode number 405.
Speaker:It's the way that you can get directly into your customer
Speaker:at the most specific time of when you think they're gonna
Speaker:buy or buy again.
Speaker:Attention, gifters,
Speaker:bakers, crafters and makers.
Speaker:Pursuing your dream can be fun.
Speaker:Whether you have an established business or looking to start one
Speaker:now you are in the right place.
Speaker:This is Gift Biz Unwrapped,
Speaker:helping you turn your skill into a flourishing business.
Speaker:Join us for an episode packed full of invaluable guidance,
Speaker:resources, and the support you need to grow your gift biz.
Speaker:Here is your host Gift Biz gal Sue Moon Heights.
Speaker:Hi there,
Speaker:it's Sue.
Speaker:I'm thrilled that you're here with me today and appreciate your
Speaker:loyalty and support of this podcast going into another year.
Speaker:Make sure to hit the subscribe button if you're new to
Speaker:the show so you automatically get all the goodness coming your
Speaker:way for this year.
Speaker:One of those things is the bashes there back.
Speaker:If you're not familiar with these,
Speaker:you can go back in the lineup and listen to one
Speaker:of the podcasts that says Bash in the beginning of the
Speaker:title. These shows provide you an opportunity to get your business
Speaker:seen by this whole listening audience.
Speaker:New visibility with no financial investment.
Speaker:How great is that?
Speaker:They're actually a recorded zoom get together that turns into a
Speaker:podcast several weeks later.
Speaker:You get to showcase your business and tell us about a
Speaker:promotion you have going on,
Speaker:or talk about your interest in wholesale placement or your idea
Speaker:about doing a joint product collaboration.
Speaker:Valentine's Day is right around the corner,
Speaker:and our next bash is scheduled this upcoming week,
Speaker:January 19th.
Speaker:Intentionally planned that way.
Speaker:Of course,
Speaker:as long as you're an established handmade product business owner,
Speaker:I invite you to book your spot.
Speaker:Go to gift fizz unwrap.com/bash
Speaker:to sign up.
Speaker:Spots are limited though because I wanna keep the resulting podcast
Speaker:to a reasonable time,
Speaker:but if there are openings,
Speaker:you can sign up for as many as you like.
Speaker:So scroll through future months too.
Speaker:If next week's get together doesn't fit your schedule.
Speaker:Today we're talking about the most important thing you can do
Speaker:to grow your business.
Speaker:That is retaining customers who have already purchased from you,
Speaker:so they'll buy again.
Speaker:Yes, some customers will drop off month to month or be
Speaker:only a one time purchaser,
Speaker:but if you put the strategy you'll hear about here in
Speaker:place, you won't be spinning your wheels all the time trying
Speaker:to find a fresh new set of customers each and every
Speaker:month. You'll get repeat orders that naturally build upon themselves over
Speaker:time. It's such a stress reliever when you get to the
Speaker:place where you can predict confidently that these orders will come
Speaker:in. That is what brings sustainable business growth.
Speaker:You know,
Speaker:that arrow that you want to continually see making its way
Speaker:upward in your sales reports.
Speaker:Listen in right now to hear how to make this work
Speaker:for you Today.
Speaker:I'd like to introduce you to Carrie McDonald.
Speaker:Carrie Dove headfirst into e-commerce over four years ago,
Speaker:driving her brand to eight figure status as director of marketing
Speaker:in less than three years.
Speaker:Ready for a new challenge.
Speaker:Carrie co-founded the Greenhouse with her partner in 2020,
Speaker:centered on e-commerce,
Speaker:email and SMS marketing.
Speaker:The greenhouse has quickly grown into an agency where clients take
Speaker:root and flourish,
Speaker:generating over 10 million in revenue for its brands in the
Speaker:first year.
Speaker:When not growing brands,
Speaker:Carrie inspires others by sharing her own multifaceted story.
Speaker:Ooh, we're gonna have to hear about that later.
Speaker:From major career challenges and rebounding from a business failure to
Speaker:co-found a thriving business,
Speaker:Carrie helps others craft a fulfilling,
Speaker:unique path in life that defies limits.
Speaker:Ooh, that's enticing and interesting too.
Speaker:Carrie, welcome to the Gift Biz Unwrapped podcast.
Speaker:Thank you so much Sue,
Speaker:and thank you for the amazing intro.
Speaker:We're gonna dive in in a minute.
Speaker:Yeah, absolutely.
Speaker:Lot of stories in there.
Speaker:Okay, before we do that,
Speaker:though, I shared with you a little bit earlier,
Speaker:I like because we're all handmade creators who are listening here
Speaker:to learn about you in a more creative way,
Speaker:and that is through a motivational candle.
Speaker:So if you were to close your eyes and just dream
Speaker:up a candle that totally speaks,
Speaker:Carrie, what would it look like?
Speaker:Yeah, definitely.
Speaker:So they have these really cool candle bars now in Miami
Speaker:where I live,
Speaker:called Candle Land where you can go like pick your vessel
Speaker:and you pick the filling and everything.
Speaker:So I've been actually thinking about this a lot lately because
Speaker:I didn't wanna go there,
Speaker:but I think me,
Speaker:in a candle,
Speaker:the vessel would either be like clear or it would be
Speaker:like a ndy pink color,
Speaker:and the candle wax itself would be like a nude pink
Speaker:color, like baby nude pink,
Speaker:neutral color with mica powder in it to make it glittery.
Speaker:And the quote on the outside would probably be something related
Speaker:to affirmations or law of attraction.
Speaker:I have always liked this quote,
Speaker:don't downgrade your dream to fit your reality,
Speaker:upgrade your conviction to match your destiny.
Speaker:And I've always used that from back from when I was
Speaker:teaching and it applies now to what I believe in.
Speaker:So I think that's me in a candle.
Speaker:I like it.
Speaker:And I'm all about law of attraction and manifesting here too.
Speaker:Actually, we had Bob Doyle on the show probably two years
Speaker:ago or so from The Secret.
Speaker:He came on and talked all about that.
Speaker:So people who have been listening for a while are totally
Speaker:in sync with us.
Speaker:Carrie. Yeah,
Speaker:it's very real.
Speaker:Just saying go back and listen to that episode if you
Speaker:haven't heard it.
Speaker:Absolutely. I mean,
Speaker:and your quote also,
Speaker:I really like because it doesn't limit you,
Speaker:it says to go after what you're looking for and not
Speaker:make sacrifices.
Speaker:You know,
Speaker:maybe you have a different route to get where you're going,
Speaker:but don't change your dream and make your dream less than
Speaker:what you really want.
Speaker:Which you know,
Speaker:especially as we're into brand new year here,
Speaker:it's a great outlook to have as we go forward.
Speaker:Yes, absolutely.
Speaker:Yes. So,
Speaker:and you used to have a Nazi shop,
Speaker:I understand.
Speaker:Yes, yes.
Speaker:Do tell.
Speaker:Yes. So I feel as though I've lived a few different
Speaker:lives, like so it feels like different places in the world,
Speaker:different places in my life and different career paths.
Speaker:So to me they feel like different paths really that are
Speaker:all cohesive of my life.
Speaker:But back when I was a teacher around like 2016,
Speaker:I had summers off,
Speaker:so I had a lot of time on my hands and
Speaker:I was also trying to like switch career paths.
Speaker:I didn't really know what I could do and instead of
Speaker:downgrading my dream to fit my current reality,
Speaker:what I did was learn new skills.
Speaker:I like learned new things.
Speaker:I started watching YouTube videos and all that and I got
Speaker:really into calligraphy.
Speaker:And when I had my summers off is when I really
Speaker:started my Etsy shop and just made invitations and signs and
Speaker:wooden signs and all of that hand lettered.
Speaker:So that's what I did.
Speaker:That was my Etsy shop.
Speaker:I did that for probably like three or four years maybe.
Speaker:And then when I changed careers I ended up shutting it
Speaker:down. But yeah,
Speaker:I am a maker.
Speaker:Yeah, I mean you have the experience and knowledge of what
Speaker:other people who are listening have done.
Speaker:So that's really helpful as we go with the conversation and
Speaker:we can all relate to you better now just because of
Speaker:that, cuz you've done it the same thing.
Speaker:So you were teaching then before you became the director of
Speaker:marketing? Yep.
Speaker:That's the sequence of events,
Speaker:right? Yeah,
Speaker:yeah. From teacher to Etsy shop to director of marketing,
Speaker:e-commerce, and now agency owner.
Speaker:Yeah, it's been quite a journey,
Speaker:but I think one thing that has stayed as a constant
Speaker:has been like creativity.
Speaker:I'm a creative person so it's really like I was a
Speaker:music teacher.
Speaker:My Etsy shop rooted in creativity,
Speaker:marketing is all about creativity and what I do now,
Speaker:still marketing,
Speaker:all rooted in creativity.
Speaker:So that's like the common thread I guess,
Speaker:between them all.
Speaker:Okay, got it.
Speaker:Wonderful. Okay,
Speaker:here comes an unexpected question.
Speaker:Are you ready?
Speaker:Yeah. So being a shop owner,
Speaker:obviously just being a consumer overall and then jumping into e-commerce
Speaker:director of marketing,
Speaker:what were some things that you didn't realize as you came
Speaker:and became more professional in that area?
Speaker:Like what did you find versus being a consumer and a
Speaker:a shop owner that you learned different when you went into
Speaker:corporate or director of marketing if you will?
Speaker:Yeah, so I mean my route to director of marketing was
Speaker:through a startup.
Speaker:It was startup at the time when I started and they
Speaker:ended up getting acquired by a larger company.
Speaker:So turned sort of corporate at the end.
Speaker:But I started,
Speaker:you know,
Speaker:as a graphic designer and my way up to director of
Speaker:marketing. I think one thing I didn't know,
Speaker:and I hope this answers your question,
Speaker:one thing I didn't know about marketing is that I'm a
Speaker:big time consumer.
Speaker:Like I am an unhealthy consumer.
Speaker:My mom and I like it's all we do is we
Speaker:shop, we love to shop and we're always going shopping and
Speaker:I'm always on like online stores.
Speaker:Like I'm always on Etsy looking for unique gifts.
Speaker:Like I'm just a consumer.
Speaker:And what I didn't realize about marketing when I first started
Speaker:in it and what I was learning is that it is
Speaker:so important to have the mind of a consumer as a
Speaker:marketer. Like if you are a big time consumer and you
Speaker:follow and you buy from a lot of brands,
Speaker:I think those are some of the best marketers because they
Speaker:understand what their customers like go through,
Speaker:right? And so you can put yourself in the mind of
Speaker:a consumer of like,
Speaker:when does it feel right to hear from you?
Speaker:Like what type of products might you be looking for?
Speaker:What type of like problems might you have that you can
Speaker:help solve?
Speaker:And so,
Speaker:you know,
Speaker:that was like one thing was like,
Speaker:I didn't realize at first,
Speaker:but as I started getting into it,
Speaker:I'm like,
Speaker:I'm really great for this job because I buy a lot
Speaker:of things so I know how to speak to people who
Speaker:buy a lot of things.
Speaker:And I think that is a really interesting perspective too,
Speaker:because when we switch over and we're the business owner and
Speaker:we're putting together our marketing strategies,
Speaker:we forget that we need to sit in the consumer chair
Speaker:and see how we would receive what we're putting out.
Speaker:Always, always.
Speaker:I mean that's like,
Speaker:it's one of the best things that you can do and
Speaker:it's something that I've been wanting to post about lately is
Speaker:just like before you send anything or put out any communication
Speaker:or develop any kind of campaign or anything,
Speaker:like sit and think about what state of mind might your
Speaker:consumer be in right now.
Speaker:Right now it's all about gifting.
Speaker:So the only content that should be going out is around
Speaker:gifting last minute gifts.
Speaker:Did you forget here's a gift card,
Speaker:like get what size to buy,
Speaker:like what color to pick.
Speaker:Like that's just the mindset that everybody's in or they're frazzled,
Speaker:you know?
Speaker:Right. They're just frazzled all over the place.
Speaker:So it's always good to like try to take stock of
Speaker:like where your customers,
Speaker:where they're at mind fully at this time of day,
Speaker:year, week,
Speaker:whatever. Yeah.
Speaker:And that's for posting emails,
Speaker:any interaction that you have with them?
Speaker:I'm thinking,
Speaker:Yes. Yeah.
Speaker:Yeah. Okay.
Speaker:And so then what was your thought pattern or what was
Speaker:your decision point to jump to your own business?
Speaker:How did that happen?
Speaker:It's funny because I was telling the story the other day.
Speaker:I've, I've always had I guess a entrepreneurial bug or more
Speaker:so I will just call it that I've always wanted to
Speaker:pave my own path and so that can be seen when
Speaker:I started my Etsy shop I was teaching and I just
Speaker:didn't feel like it was really fulfilling for me and where
Speaker:I was at and where I,
Speaker:I wanted to go in life and I thought,
Speaker:you know,
Speaker:starting something on my own would be a lot more fulfilling
Speaker:for me.
Speaker:So I've always had that in me.
Speaker:And then when I moved to the e-commerce company that I
Speaker:worked for for three years,
Speaker:became the director of marketing again,
Speaker:I realized,
Speaker:you know,
Speaker:I'm really meant to like be doing my own thing.
Speaker:And at that point I had a lot of skills and
Speaker:a lot of knowledge to be able to go more successfully
Speaker:into my own business.
Speaker:And then aside from that,
Speaker:like for me having a support system,
Speaker:so I started now my agency with my boyfriend who is
Speaker:my business and life partner and just having an accountability partner,
Speaker:someone to help you build the business really helped like scale
Speaker:it and catapult it in a way that I was never
Speaker:able to do before.
Speaker:So I felt like,
Speaker:you know,
Speaker:I had someone keeping me accountable to really focus on this
Speaker:business and grow it and get where I need to be
Speaker:and I had all the skills and the knowledge and if
Speaker:not now then went and so we quit our jobs and
Speaker:we went for it full force.
Speaker:Love it.
Speaker:So before we get into the topic in total today,
Speaker:what does the Greenhouse do?
Speaker:What is the single mission of the greenhouse?
Speaker:Yeah, the greenhouse exists to provide really high quality email and
Speaker:SMS campaigns to customers all while helping our e-commerce businesses generate
Speaker:higher customer lifetime value.
Speaker:So it's all about retaining customers and getting them to buy
Speaker:multiple times,
Speaker:building a community around the brand and the business.
Speaker:But from a consumer side of point,
Speaker:we're trying to just put out the best looking,
Speaker:the best sounding,
Speaker:the best email and s m s campaigns that you can
Speaker:get. Got it.
Speaker:Cuz you can do both of those types of campaigns and
Speaker:not have them hit.
Speaker:You could take the action,
Speaker:write the email,
Speaker:yeah, do the SMS campaigns and see nothing as a result
Speaker:of It.
Speaker:Yeah, that happens a lot.
Speaker:That's why people come to us.
Speaker:I know.
Speaker:And then they say,
Speaker:oh well email doesn't work,
Speaker:but it might just be that you know,
Speaker:these, both of those are great tools,
Speaker:you might just need to do it differently.
Speaker:Right. So people will come to you for that.
Speaker:Correct. Yeah.
Speaker:Anyone who says that email doesn't work,
Speaker:I would like to have a chat with them.
Speaker:Okay, good.
Speaker:Well It always works And I think email is going to
Speaker:be part of the topic that we're talking about,
Speaker:but I love the concept of this topic and what we're
Speaker:gonna be talking about and why am I leaving everyone in
Speaker:suspense customer retention,
Speaker:you know,
Speaker:so often we're going after the new customer,
Speaker:the new customer,
Speaker:the new customer,
Speaker:and we forget that we have this wealth of gold in
Speaker:people who have already bought our product and we often ignore
Speaker:them, right?
Speaker:Yes. So this is what I wanted to bring Carrie on
Speaker:and talk about is how do you take that and really
Speaker:use it to your best advantage?
Speaker:And again,
Speaker:top of the year you can do things differently if you're
Speaker:one who thought email marketing didn't work or s m s,
Speaker:and maybe we're gonna get into both of those,
Speaker:I don't know how we're gonna gonna go,
Speaker:but the whole thought is you've got value in your existing
Speaker:customer base.
Speaker:Are you using that to your best advantage?
Speaker:So Carrie,
Speaker:why don't you underline or what would be your comment on
Speaker:all of that,
Speaker:just top line first.
Speaker:Absolutely. I mean retention is necessary for any business.
Speaker:Like customer retention is a hundred percent necessary because I think
Speaker:it's something like three to five times more expensive to acquire
Speaker:a new customer than it is to retain a current customer.
Speaker:That's number one.
Speaker:And think about like if you're always having to go out
Speaker:and search for or find the new customers,
Speaker:it's very unsustainable business model then to say I have 40%
Speaker:or 60% returning customer rate,
Speaker:then you know at least 40 to 60% of my customers
Speaker:are going to be coming back on a regular basis and
Speaker:then I need to fill the gap with the new customers.
Speaker:And then if you can even increase that repeat purchase rate
Speaker:over time,
Speaker:then you have to do less work on the acquisition side,
Speaker:it's very valuable to pump up your retention and customer lifetime
Speaker:value as much as possible.
Speaker:Very, very valuable for any business.
Speaker:Yeah. And really that's the only way your business is gonna
Speaker:grow because just think like if you had to go,
Speaker:you wiped out all your customers and every single month you
Speaker:had to go find and have people transition into buying your
Speaker:product every single month and then at the end of the
Speaker:month you started again with a zero,
Speaker:you're spinning your wheels and you're never gonna get anywhere.
Speaker:Absolutely. And the cycle is vicious.
Speaker:It's like,
Speaker:you know in the beginning there's so much education and discovery
Speaker:that happens to get a customer to buy a first time,
Speaker:right? And so once they're there and they already have that
Speaker:education and they already have that knowledge of the brand,
Speaker:of the product,
Speaker:of the whatever,
Speaker:then you have them already and you can get them to
Speaker:buy again.
Speaker:There's three buckets really that I see e-comm businesses in and
Speaker:that would be the first bucket being acquisition.
Speaker:How are you acquiring and bringing in and finding new customers?
Speaker:So all these three buckets are important,
Speaker:right? But some of them weigh heavily than more than others.
Speaker:So acquisition,
Speaker:conversion, how are you getting them to buy?
Speaker:So once you've acquired the interest,
Speaker:once you've acquired the potential customers,
Speaker:how are you getting them to buy?
Speaker:Is it easy for them to buy?
Speaker:Is conversion seamless?
Speaker:Like is there a welcome discount you can give them?
Speaker:Like something like that.
Speaker:And then retention is how are you then once they convert,
Speaker:how are you retaining them as a customer?
Speaker:The idea is that if one of those buckets falls down
Speaker:at any point in time,
Speaker:the other buckets are there to support,
Speaker:right? So like recently people who were advertising on Facebook had
Speaker:a hard time with advertising and so their acquisition went down
Speaker:a little bit.
Speaker:Or maybe social media is hard or TikTok is not showing
Speaker:your videos for a week,
Speaker:you know,
Speaker:whatever it may be.
Speaker:At least you have those other buckets like up and running
Speaker:successfully in order to support and still be driving your sales.
Speaker:Okay, wonderful.
Speaker:And retention is really where I wanna focus right now.
Speaker:How does someone figure out what their retention rate is?
Speaker:Because if certainly it varies by product,
Speaker:I would be looking at it as a customer base.
Speaker:So if I don't know how different platforms work,
Speaker:like I know for sure Shopify will tell you your repeat
Speaker:purchase rate.
Speaker:So you can easily track that month over month what your
Speaker:repeat purchase rate is.
Speaker:40 to 60% is a good number to shoot for.
Speaker:On the other platforms,
Speaker:I would assume,
Speaker:like if someone's selling on Etsy,
Speaker:and I don't remember,
Speaker:it's been a while since I've been on there,
Speaker:but I would assume that they would also have insights on
Speaker:what the repeat purchase rate is.
Speaker:But we also use platform called Clavio for our email marketing.
Speaker:And that platform will allow you to like export your customer
Speaker:data and you can actually get like customer lifetime value,
Speaker:so the lifetime value of one customer.
Speaker:And then from there you wanna find like the average,
Speaker:what is your average customer lifetime value?
Speaker:And I would use those two numbers,
Speaker:your repeat purchase rate and your lifetime value as kind of
Speaker:like the north star numbers to follow and aim for for
Speaker:retention. All right,
Speaker:so I think the best way to approach this to help
Speaker:everybody is,
Speaker:let's pretend someone hasn't even done this,
Speaker:they're just starting fresh,
Speaker:they have a business up and running probably,
Speaker:but they've never really considered retention before.
Speaker:They might be doing emails already,
Speaker:I mean they're working their business but never with the mind
Speaker:of really focusing on someone who's already purchased and making sure
Speaker:that they come back.
Speaker:So where do you go with someone like that?
Speaker:One of the very first things that I like to do,
Speaker:especially if you have a good existing customer base,
Speaker:let's say it's even like,
Speaker:you know,
Speaker:50 customers,
Speaker:right? Any number is a good number to start.
Speaker:I love to survey the existing customers,
Speaker:get a survey out after someone has purchased,
Speaker:ask them why did they end up purchasing this product or
Speaker:from you,
Speaker:right? What made them finalize their decision?
Speaker:Why did they like the product or do they like the
Speaker:product? Like are they happy with it,
Speaker:right? Why do they like it?
Speaker:What problems does it solve and what else would they like
Speaker:to see from you?
Speaker:Like right,
Speaker:try to collect information because you know,
Speaker:we can sit here and talk about strategies and you can
Speaker:guess, but the best way is to go to the people
Speaker:who are actually buying and ask them.
Speaker:So that would be like step number one is like start
Speaker:collecting information.
Speaker:What Do you think about phone calls instead of a survey?
Speaker:I think if you have the time,
Speaker:if you have the time and the resources to do that,
Speaker:I just feel like you get so much more information and
Speaker:better information now not everyone's gonna wanna talk with you.
Speaker:I get that.
Speaker:Exactly. There's a lot of scams happening over the phones lately,
Speaker:so I think people are a little iffy.
Speaker:But yeah,
Speaker:any way that you can get directly to your customer.
Speaker:So we wanna do a survey or somehow get feedback on
Speaker:what motivated them to purchase and then what they liked about
Speaker:the, the product and potentially additional things they'd like to see,
Speaker:right? That kind of thing.
Speaker:Correct. And you could even throw some demographic questions in there,
Speaker:like what do you do on your spare time?
Speaker:Like what are your hobbies?
Speaker:Like then that will help you kind of get to know
Speaker:the customers a little bit more.
Speaker:You can then put that into like a word cloud and
Speaker:see like let's say you ask about occupation and the word
Speaker:nurse is like the biggest one,
Speaker:right? Then you know,
Speaker:if you're making products or you're thinking about launching new things
Speaker:like well I should make products that are targeted toward this
Speaker:subset or this interest,
Speaker:right? Yeah.
Speaker:So I think like data and having feedback is like one
Speaker:of the most valuable things that you can start with for
Speaker:sure. Okay,
Speaker:so we've done that.
Speaker:We have some information and I liked what you said,
Speaker:you don't have to have a huge customer base 2050,
Speaker:look, we start where we are,
Speaker:right? So whatever the number is,
Speaker:if it's two,
Speaker:you know,
Speaker:whatever it is,
Speaker:it's gonna build from there,
Speaker:right? Yes,
Speaker:correct. And there's no limit.
Speaker:The data is valuable whenever you collect it,
Speaker:whether it's one person or 50 people,
Speaker:it's still valuable feedback to have and to use in your
Speaker:marketing and in your retention efforts.
Speaker:So okay then what?
Speaker:So now we have information.
Speaker:Absolutely. So then I would spend some time like,
Speaker:you know,
Speaker:understanding like buying cycle,
Speaker:it's, it really depends on the product,
Speaker:right? Because you need to think about first like why are
Speaker:people buying your product mostly,
Speaker:are they buying it to solve a problem in their life?
Speaker:And this is what the survey will help you understand as
Speaker:well. But are they buying the product to help you like
Speaker:solve a problem in their life or are they buying the
Speaker:product more as like gifting for people?
Speaker:Yeah, so someone who,
Speaker:let's see,
Speaker:let's think about this.
Speaker:So someone who sells jewelry bags for travel,
Speaker:you don't need one of those every single month.
Speaker:Well exactly.
Speaker:Someone who sells lotions,
Speaker:your buying cycle is going to be more frequent.
Speaker:So you've gotta look at your products and I'm gonna guess
Speaker:that most people,
Speaker:if they really put some thought to it already have a
Speaker:lot of those answers.
Speaker:They know,
Speaker:they know how many people need or,
Speaker:and I've been thinking about this a lot lately Carrie,
Speaker:so I'm just gonna spit it out cuz it kind of
Speaker:applies here is I think we need to provide the reasons
Speaker:for people to buy that they might not have thought of
Speaker:before. Like go back to that jewelry holder,
Speaker:right? It might be great for you for travel,
Speaker:but it also could be a great gift for a friend
Speaker:of yours who's going away,
Speaker:you know,
Speaker:a special vacation or a hostess gift for someone who's coming
Speaker:and staying with you for a while.
Speaker:Exactly. Or you need one for every room Or you need
Speaker:one for like,
Speaker:I don't know what it would be,
Speaker:but think beyond the obvious reason for your product and why
Speaker:your customer might want to purchase it again for them,
Speaker:not for them for a different purpose,
Speaker:you know,
Speaker:all that type of Thing.
Speaker:Exactly. So it depends on the buying cycle for the product
Speaker:and it depends on why people are mainly buying the product.
Speaker:But after that I would be setting up like post-purchase email
Speaker:automations or sequences after the first purchase because you wanna make
Speaker:them feel like they're a part of your business and they're
Speaker:a part of what you've got involved in in your business,
Speaker:right? So like thanking them for purchasing after a certain number
Speaker:of days after you know they've gotten your product again,
Speaker:however long it takes to make the product,
Speaker:but after they've gotten the product,
Speaker:like asking them how it was asking for a review and
Speaker:then eventually,
Speaker:let's call it 30 days,
Speaker:60 days,
Speaker:your cross-selling or upselling something else,
Speaker:right? Let's say you have an additional product in your set
Speaker:that will be a nice compliment to the one they just
Speaker:bought. Cross sell something else like,
Speaker:hey, if you like this product,
Speaker:you'll definitely love this one and here's why.
Speaker:Or if you don't have something to cross sell and you're
Speaker:only selling one type of product,
Speaker:then here's why you should buy more.
Speaker:Your mom will love it,
Speaker:your sister will love it,
Speaker:your whoever will love it,
Speaker:your babysitter will love it.
Speaker:Everybody is gonna love this product and here's why and it's
Speaker:the perfect gift.
Speaker:So next time you're thinking of gifts,
Speaker:that's what you need to buy.
Speaker:So it all lies in the emails and reminding them to
Speaker:buy again.
Speaker:Okay, so I know people are asking this question,
Speaker:does that mean I have to track and send out individual
Speaker:emails based on the different products that my customers buy?
Speaker:No, you don't have to individually track it.
Speaker:There are systems and softwares that will do it automatically based
Speaker:off of like a trigger system.
Speaker:So like they would call a purchase a trigger and then
Speaker:once that trigger happens,
Speaker:then the email will automatically fire.
Speaker:What if you have different products?
Speaker:So someone buying jewelry might be different than someone buying socks,
Speaker:Right? It all depends on the platform that you're using,
Speaker:which is why I recommend,
Speaker:you know,
Speaker:if you wanna do a strong retention program for your business,
Speaker:you do need a strong email marketing platform because retention like
Speaker:the two channels that fall most heavily under retention are email
Speaker:and sms,
Speaker:Which is why your agency focus on those.
Speaker:On those.
Speaker:Yeah. It's the way that you can get into directly into
Speaker:your customer at you know,
Speaker:the most specific time of when you think they're gonna buy
Speaker:or buy again,
Speaker:right? It's the most direct route you have to your customer
Speaker:is email and sms.
Speaker:So I recommend to do a retention program in the most
Speaker:robust way possible to use a platform like a Clavio or
Speaker:some sort of email marketing platform that is strong that you
Speaker:would be able to set up these automations and to your
Speaker:point, yet it is a setup.
Speaker:In the beginning you would have to say,
Speaker:you know,
Speaker:bot product is jewelry collection and is socks collection,
Speaker:right? And it's like a tree.
Speaker:You would make these automations,
Speaker:there's Setup,
Speaker:but once it's set up,
Speaker:then it's automated from there It will automatically fire.
Speaker:Correct. Got It.
Speaker:We'll carry on with this conversation right after a quick break.
Speaker:As a handmade product maker,
Speaker:you create the most beautiful,
Speaker:delicious, and life-enhancing products.
Speaker:I'm so impressed with your talent and you always put a
Speaker:smile on my face when I see your newest creations.
Speaker:I'm always watching and I'm also always listening.
Speaker:Let me back up here for a second In our Facebook
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Speaker:Nope. What you overwhelmingly are asking for is help with social
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Speaker:I hear your frustration.
Speaker:Some of you have even told me you're at the point
Speaker:of just throwing in the towel on social media altogether.
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Speaker:Here's the thing,
Speaker:some adjustments are needed.
Speaker:That's all you see.
Speaker:Putting in more time posting in the same way isn't going
Speaker:to magically bring you the sales you need to change the
Speaker:way you're posting and what you're posting.
Speaker:You don't need to put in more work,
Speaker:you need to put in the right work and that's when
Speaker:things will change.
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Speaker:Go ahead,
Speaker:pause this podcast for a second and come back right after
Speaker:it's that worth it.
Speaker:And so what do you think about bounce back coupons to
Speaker:initiate the second purchase?
Speaker:I wouldn't give it automatically right out of the gate because
Speaker:they've already bought once and especially if they already bought with
Speaker:a coupon,
Speaker:let's say the first time a lot of businesses will do
Speaker:a welcome coupon,
Speaker:right? Yes.
Speaker:A welcome offer.
Speaker:Even a popup on the website.
Speaker:Yeah. Some sort of a welcome offer.
Speaker:And so if then that person buys and if they use
Speaker:that welcome offer,
Speaker:that welcome coupon,
Speaker:you target them again the second time to buy again with
Speaker:another coupon,
Speaker:you are training them to only wait for discounts and sales
Speaker:And you're reducing your margin,
Speaker:You're reducing your margins and you're also instilling in them that
Speaker:your product isn't worth the full price value.
Speaker:Oh, Very good point.
Speaker:Yeah. So you'll almost never be able to sell at your
Speaker:full price value if you're only incentivizing with coupons.
Speaker:Do they work for quick hit sales?
Speaker:Absolutely they do.
Speaker:But if you're looking to build a brand,
Speaker:a long-term business,
Speaker:good healthy margins where you don't always have to discount,
Speaker:you need to give people the opportunity to buy without a
Speaker:discount first.
Speaker:So to your point,
Speaker:would I hit them immediately with a discount right after they
Speaker:purchased to buy again?
Speaker:No, I'd remind them two or three times and then at
Speaker:the point,
Speaker:let's say it's like six months or nine months and they
Speaker:haven't purchased again,
Speaker:then I might try to target them with a win back
Speaker:or bounce back coupon.
Speaker:Yeah, I'm just asking.
Speaker:You know with the holidays that just passed,
Speaker:I did place a lot of orders and this may be
Speaker:specific to Etsy.
Speaker:Yeah. Black Friday,
Speaker:No, but I'm thinking of the Etsy products that I got
Speaker:as holiday gifts.
Speaker:We just got a new puppy,
Speaker:so we're really big into dog bandanas these days and I
Speaker:have a family full of dogs.
Speaker:Yeah. But many people,
Speaker:Etsy sellers,
Speaker:this will be good to talk about the difference between what
Speaker:you can do on Etsy versus like a website that you
Speaker:own. But many of them will give me when the product
Speaker:is delivered a discount on my next purchase.
Speaker:Like right away.
Speaker:Yeah. And you're suggesting maybe not the best idea cuz you're
Speaker:conditioning them.
Speaker:Yeah, it's not a good idea from a brand standpoint because
Speaker:I mean,
Speaker:being the director of marketing for a 25 million brand,
Speaker:what I saw was that brand was using coupons and discounts
Speaker:to get sales.
Speaker:Eventually they couldn't sell their products at full price anymore because
Speaker:people were only buying when they were incentivized to buy,
Speaker:they Were waiting.
Speaker:Yeah. So when you're small and you're a small business and
Speaker:those quick hit sales and those,
Speaker:you know,
Speaker:the daily sales,
Speaker:they always matter.
Speaker:But Right.
Speaker:But it really,
Speaker:it's very impactful and a smaller scale.
Speaker:It is a good way to get a quick hit sale.
Speaker:But what you are training the customer is just that my
Speaker:products are only worth it if you buy a discount,
Speaker:let them come back and pay full price.
Speaker:You know,
Speaker:and don't reduce your margins every time unless you have enough
Speaker:margins baked in that you can afford a discount.
Speaker:Everything. I'm kind of thinking of a couple of brands right
Speaker:now. Apple Bean one,
Speaker:Brighton Jewelry is another.
Speaker:They never discount what Brighton does from time to time at
Speaker:the store level.
Speaker:But most of the time,
Speaker:no. And so,
Speaker:you know,
Speaker:if you want either of those products and I know there's
Speaker:more, you might even be able to add to my list
Speaker:Carrie, but yeah,
Speaker:you are conditioned that don't wait around because you're not gonna
Speaker:get a,
Speaker:you know,
Speaker:if you want this product,
Speaker:you're gonna pay full price and it's worth it period.
Speaker:Yeah, and I'm not saying to never use discounts,
Speaker:I'm just saying strategically like don't give it all away all
Speaker:the time.
Speaker:Right, right.
Speaker:Like they just bought,
Speaker:they became a customer.
Speaker:Give them time to like absorb and love the product and
Speaker:give them more reasons to love the product.
Speaker:Remind them to buy again.
Speaker:Because mostly people are thinking I have to give a discount
Speaker:in order for someone to buy again.
Speaker:When in reality all they might need is a reminder or
Speaker:an inspiration.
Speaker:Like, hey Valentine's Day is coming up,
Speaker:did you get a gift?
Speaker:Like if you love your ex product,
Speaker:you'll probably love to gift it to somebody else.
Speaker:Yeah. So when all they need is a reminder and you've
Speaker:just, you know,
Speaker:saved yourself however many dollars in margins by not discounting.
Speaker:Right. Okay.
Speaker:So we talked to was referencing just briefly and having an
Speaker:Etsy shop versus having your own e-commerce site.
Speaker:Do you wanna speak to that just so that we're all
Speaker:together on the differences there?
Speaker:Yeah, absolutely.
Speaker:I mean it's pretty simple.
Speaker:Very similar to like if you're selling on Amazon,
Speaker:if you're selling on Etsy,
Speaker:Etsy and Amazon own those customers and they are their customers
Speaker:very similar.
Speaker:If you have a Facebook page or an Instagram page,
Speaker:Facebook and Instagram own your followers.
Speaker:If they go down,
Speaker:your followers,
Speaker:your customers go with them.
Speaker:You don't actually own that customer base when you start a
Speaker:Shopify store,
Speaker:you are actually starting your own owned like website that you
Speaker:are in control of and you're building your own customer base.
Speaker:Then those are people that have opted into your emails or
Speaker:they have bought your products.
Speaker:That's your customer list that you own and can market to
Speaker:forever despite what happens with any of the other platforms.
Speaker:Right, Right.
Speaker:For me,
Speaker:the biggest difference and for me why having an owned channel
Speaker:is really important.
Speaker:Yeah. And for anyone who's listening who's like freaking out right
Speaker:now cuz they have a neti shop and you haven't listened
Speaker:to some of the other shows,
Speaker:there is nothing wrong with having a Neti shop and then
Speaker:also a Shopify store because those are different audiences.
Speaker:Etsy works and transitions totally different than you would with your
Speaker:own. So you can also have the best of both worlds
Speaker:if you will.
Speaker:But what we're focusing on where you can really control Carrie
Speaker:and what you work with is when you own the list
Speaker:so that you can either send emails or SMS messages.
Speaker:Right? That's correct.
Speaker:Yeah. And that would be the gold standard.
Speaker:That's the best.
Speaker:I mean you are in control then and you own it.
Speaker:It's an asset of your business,
Speaker:your customer list.
Speaker:Exactly. Yeah.
Speaker:And like let's say Etsy and Amazon,
Speaker:they both have very good benefits to them being on their
Speaker:platforms. You get a method of acquiring new customers that you
Speaker:don't necessarily have to like pay for,
Speaker:right? You don't have to advertise if I'm,
Speaker:it's a search engine.
Speaker:So if I search for something,
Speaker:your product might come up and you would acquire new customer
Speaker:easily then you would if you were just trying to acquire
Speaker:new customers on your own Shopify store.
Speaker:But, and the platforms wouldn't like you doing this,
Speaker:but I would be trying to,
Speaker:if you do sell on Etsy,
Speaker:at least like sending a QR code in your orders and
Speaker:try and get them to sign up for your email list
Speaker:on a separate platform at least then.
Speaker:So you have those people who are signed up and you
Speaker:can market to and that's your own list.
Speaker:Perfect. Okay.
Speaker:Alright, good.
Speaker:Can we talk about email again?
Speaker:I think for the time that we have allotted,
Speaker:let's talk about email cuz that's most relevant to the most
Speaker:people who are listening.
Speaker:S m s a whole nother topic.
Speaker:We might have to have y again about talk about s
Speaker:m s,
Speaker:but as a small brand,
Speaker:you know when I go into my Gmail and I look
Speaker:in my promotion folder and I look at all of the
Speaker:people who land there cuz they're people that I follow and
Speaker:companies I like,
Speaker:but the big brand pretty much always they're just selling me
Speaker:their product.
Speaker:Is that the right type of of content for our emails
Speaker:as a small business,
Speaker:For any size business,
Speaker:I have like five content pillars for email that we follow.
Speaker:And they would be the following,
Speaker:like you have a launch email.
Speaker:So if you're launching a new product,
Speaker:telling them that something new is occurring,
Speaker:new product,
Speaker:new collection,
Speaker:a promotional email where you're giving them a promotion,
Speaker:a discount,
Speaker:maybe it's a holiday sale,
Speaker:maybe it's a Black Friday sale,
Speaker:maybe it's you know,
Speaker:specific collection is on sale,
Speaker:free shipping this weekend only.
Speaker:Those types of things.
Speaker:Then there's educational emails which are educating the customer about the
Speaker:product, the business,
Speaker:anything. And then we have community based emails which are really
Speaker:pushing the community user generated content aspect of those emails.
Speaker:So you're highlighting other customers type thing or?
Speaker:Yep. Okay.
Speaker:And then you have product focus emails.
Speaker:So where you're really like deep diving on each individual product,
Speaker:like all about it.
Speaker:So those would be what I would consider like our five
Speaker:content pillars for email.
Speaker:Where I think we focus and where smaller businesses should focus
Speaker:most on is educational for sure,
Speaker:educational emails,
Speaker:community, U G C and product focus.
Speaker:And here's why.
Speaker:Educational emails we love to do like us versus them or
Speaker:why you should buy,
Speaker:you know,
Speaker:from a small handmade business rather than a large company,
Speaker:right? That's a type of educational email.
Speaker:Educating them about what you use to make your products,
Speaker:how you make your products,
Speaker:right. If you think price is a deterring factor for people
Speaker:to buy,
Speaker:show them how you make the product and the love that
Speaker:goes into it and how high quality handmade it is and
Speaker:all these things,
Speaker:right? So educational about the product,
Speaker:the brand,
Speaker:the business community,
Speaker:and U G C because people love to see a social
Speaker:proof, right?
Speaker:So you always wanna try to be like having people tag
Speaker:you on Instagram or send you photos.
Speaker:When I did my Etsy shop,
Speaker:I always ask for people to send me photos of their
Speaker:items cuz my products were used a lot for weddings.
Speaker:So I was getting back like images of my cake toppers
Speaker:on wedding cakes and images of like my signs at the
Speaker:weddings. And then what I was able to do is like
Speaker:curate that into like wedding inspo from my shop.
Speaker:And so I would put together all these,
Speaker:it's the same thing as people going on Pinterest and seeing
Speaker:other people's photos or on Instagram,
Speaker:right? So same thing,
Speaker:also a good thing to put in community or U G
Speaker:C is reviews,
Speaker:customer reviews,
Speaker:what has someone said wonderful about your brand or your product?
Speaker:And then product focus,
Speaker:just like deep diving into the product,
Speaker:like why they need it,
Speaker:what problems does it solve?
Speaker:Like how many colors does it come in?
Speaker:Does it,
Speaker:is the size a factor?
Speaker:Like all these things.
Speaker:So those are where I would focus,
Speaker:you know,
Speaker:for a smaller business on email.
Speaker:Yeah, no,
Speaker:that makes sense.
Speaker:Versus just always selling,
Speaker:you know,
Speaker:I see a lot of product emails that come in that
Speaker:are only,
Speaker:here's the product,
Speaker:here's the price buy now.
Speaker:And what you've just outlined with these five different categories is
Speaker:giving your potential customer or existing customers,
Speaker:cuz you can collect emails from prospects also,
Speaker:right? But a much richer understanding of what your business is
Speaker:all about and why the product would be a good fit
Speaker:for them.
Speaker:And then reminders of why they should continue to buy from
Speaker:you versus just the selling.
Speaker:And I know big brands don't do that all the time,
Speaker:but they also have huge budgets to do the brand.
Speaker:They don't need to,
Speaker:that's the problem.
Speaker:Exactly. So it's very different for small businesses than larger brands
Speaker:by strategy.
Speaker:Right? Yeah.
Speaker:I mean to your point earlier,
Speaker:like Apple can literally just say the iPhone 14 is here,
Speaker:buy it,
Speaker:it's this price and it's in these colors.
Speaker:But Apple has such a big recognition and such a big,
Speaker:you know,
Speaker:they're a proven business that everybody wants to buy from and
Speaker:feels comfortable buying from.
Speaker:Right? So smaller businesses have to work harder for that sale
Speaker:and for that retention And in a different way,
Speaker:just like you described,
Speaker:much more personal actually.
Speaker:Yeah. Yeah.
Speaker:When someone comes to work with you,
Speaker:what would be a couple of the biggest mistakes that you're
Speaker:seeing that you need to correct for them?
Speaker:Hmm. I think mainly they're not sending enough emails or they
Speaker:don't have control of their campaign calendar on their own.
Speaker:So just a very brief aside about email marketing,
Speaker:there's like campaigns that you send on a one-off basis.
Speaker:Those are things like Black Friday sale,
Speaker:the educational campaigns that I was just describing,
Speaker:product focus campaigns,
Speaker:et cetera.
Speaker:One-off. And then there's automations that you set up based on
Speaker:actions that people are taking.
Speaker:So if someone joins your email list,
Speaker:if someone makes a purchase,
Speaker:if someone puts something in their cart but doesn't check out,
Speaker:right? Those are automations.
Speaker:So I'll say they don't have the campaign side of things
Speaker:down. For most businesses I recommend at least four campaigns a
Speaker:month. But for bigger brands or brands that have a lot
Speaker:of products and skews and customers,
Speaker:I recommend up to 14 email campaigns per month.
Speaker:And if you look at a brand like Fashion over a
Speaker:Nike or Sephora,
Speaker:they sending emails every day or like two to three emails
Speaker:a day,
Speaker:sometimes during the busy period.
Speaker:So for a small business,
Speaker:aim for like one a week,
Speaker:a campaign,
Speaker:one a week.
Speaker:So that's like the biggest thing.
Speaker:You need to be sending campaigns on a regular basis.
Speaker:Yeah. One a week.
Speaker:And also with those other automated campaigns triggering when it's appropriate
Speaker:by customer.
Speaker:Right? Correct.
Speaker:Like I said earlier,
Speaker:I think a lot of people will say,
Speaker:yeah, I'm doing email and they send out one little email
Speaker:of a picture of a product and a price,
Speaker:maybe some other content in there,
Speaker:you know,
Speaker:come see me at certain show and that's it.
Speaker:So you're saying frequency and then also as you were talking
Speaker:about the different topics for emails,
Speaker:you know,
Speaker:vary it up and have a plan.
Speaker:You're saying people really aren't in control of their calendar,
Speaker:they're just saying,
Speaker:oh, I have to do an email and then just throwing
Speaker:something together and sending it out.
Speaker:Correct. Yeah,
Speaker:they'll go in their inbox and they'll see someone has sent
Speaker:them like,
Speaker:oh, order today for delivery by Christmas for an example.
Speaker:They're like,
Speaker:I have to do an email about that.
Speaker:Right? So that's an example.
Speaker:Just not planning ahead and thinking about,
Speaker:again, thinking about the mind of your customer,
Speaker:where they're at in life,
Speaker:what might they be thinking?
Speaker:So trying to plan for that and plan ahead.
Speaker:Having a strategy,
Speaker:it's so much calmer when you actually do have a plan,
Speaker:right? You know what you're gonna put out.
Speaker:You might have to still fill in the content,
Speaker:but you already know the topic.
Speaker:This brings up another question,
Speaker:how do you feel about being consistent with the day and
Speaker:the time that you send those emails?
Speaker:I don't think that's as important.
Speaker:You wanna test different times and days anyway to see,
Speaker:there's a lot of email gurus who will tell you to
Speaker:send in the morning to send your email campaigns in the
Speaker:morning, but actually we've tested multiple,
Speaker:multiple times in the best time to send an email for
Speaker:us and our clients is at seven,
Speaker:eight or 9:00 PM at night when they're sitting at home
Speaker:doing nothing,
Speaker:watching Netflix,
Speaker:like they're off work,
Speaker:they need to decompress,
Speaker:maybe they wanna relieve their stress by doing some shopping.
Speaker:And you look at your sales and most businesses will see
Speaker:that their sales spike in the evening and that they're not
Speaker:so high in the morning.
Speaker:So why would anyone think that sending an email in the
Speaker:morning is gonna make them buy,
Speaker:they're busy,
Speaker:they're going to work,
Speaker:they're getting their kids ready for school,
Speaker:you know,
Speaker:whatever. Hmm.
Speaker:So test days and times also like Friday at 7:00 PM
Speaker:they're probably at dinner.
Speaker:So like that's probably not the best day and time for
Speaker:an email.
Speaker:So testing days and times is very important.
Speaker:I wouldn't worry about the consistency,
Speaker:like you don't have to send an email every Monday at
Speaker:3:00 PM because you might have one loyal customer who's really
Speaker:waiting for your email at that time,
Speaker:but people forget they have lives and you're one of many
Speaker:businesses that they buy from.
Speaker:And it also,
Speaker:of course,
Speaker:depends on your customer base.
Speaker:A hundred percent.
Speaker:If you sell to corporations,
Speaker:then probably mornings during the workday does make sense.
Speaker:It all depends,
Speaker:but that's interesting that you say that about frequency.
Speaker:That's a really,
Speaker:really good point.
Speaker:Okay, wonderful.
Speaker:So tell us a little bit more about the Greenhouse,
Speaker:the types of services you offer.
Speaker:If anyone would be interested in reaching out and learning more
Speaker:and talking with you further,
Speaker:where would you send them?
Speaker:What's your direction there?
Speaker:Yeah, so the Greenhouse,
Speaker:you can find us@growwithgreenhouse.com.
Speaker:That's our website.
Speaker:And I'm mostly active on LinkedIn,
Speaker:Carrie McDonald,
Speaker:and the Greenhouse is all focused on,
Speaker:like I said,
Speaker:email and SMS strategies.
Speaker:Within 30 days of working with the Greenhouse,
Speaker:a brand would be able to have a campaign calendar built
Speaker:for them that is tailored to their audience.
Speaker:They would be have a plan in place for those flows
Speaker:and automation to help improve their customer lifetime value and their
Speaker:retention. They would have high quality copy and design campaigns generated
Speaker:for them,
Speaker:for their brand,
Speaker:and that's what we focus on.
Speaker:Just campaigns and automations that are designed to help increase customer
Speaker:lifetime value and high quality creatives that will represent the brand
Speaker:well. Oh,
Speaker:That's a whole nother topic,
Speaker:but we're not diving into that now.
Speaker:High quality,
Speaker:Creative. Yeah,
Speaker:I told you.
Speaker:Creative. That's the thread.
Speaker:So creatives is,
Speaker:yeah, a big thing that we focus on Is important for
Speaker:sure. Wonderful.
Speaker:Well, a final comment from you about retention overall and why
Speaker:it's so important.
Speaker:Yeah. Other than what I've already said,
Speaker:just repeat.
Speaker:Customers are very valuable.
Speaker:Once you can get someone to buy for a first time,
Speaker:you've already done most of the hard work.
Speaker:So if you can just get them to buy again,
Speaker:which is usually pretty easy if they love the product and
Speaker:if you're selling a good product,
Speaker:it's gonna be really valuable and pay off a lot better
Speaker:in the long run for your business.
Speaker:Carrie, thank you so much.
Speaker:I appreciate you coming on and sharing your wisdom with us
Speaker:today. Yes,
Speaker:thank you,
Speaker:Sue. Thanks for having me.
Speaker:Such good direction about how to increase your customer retention.
Speaker:Did you catch the five types of emails you should be
Speaker:sending? If not,
Speaker:rewind and listen to that part again.
Speaker:Now the Trick is to Actually implement this into your business
Speaker:hearing and knowing is great,
Speaker:but doing it brings you the results.
Speaker:This could be a great way to start off your 2023,
Speaker:taking a sales growth goal and putting in place a strategy
Speaker:to truly make it happen.
Speaker:I wanna make sure you're Familiar with my free Facebook group
Speaker:called Gift Biz Breeze.
Speaker:It's a place where we all gather and are a community
Speaker:to support each other.
Speaker:I got a really fun post in there that's my favorite
Speaker:of the week,
Speaker:I have to say,
Speaker:where I invite all of you to share what you're doing
Speaker:to show pictures of your product,
Speaker:to show what you're working on for the week,
Speaker:to get reaction from other people.
Speaker:And just for fun,
Speaker:because we all get to see the wonderful products that everybody
Speaker:in the community is making.
Speaker:My favorite post Every single week.
Speaker:Without doubt.
Speaker:Wait, what?
Speaker:Aren't you part of the group already?
Speaker:If not,
Speaker:make sure to jump over to Facebook and search for the
Speaker:group Gift Biz breeze.
Speaker:Don't delay.
