Articles
Retention, explained for wellness brands.
Plain-English articles on why customers don't come back, and what to do about it. Repeat purchase, replenishment, subscriptions, win-back and discounts, for supplement, skincare and wellness brands.
Retention diagnosis series · Article 1
“Customers Aren’t Coming Back” Is Not a Diagnosis
Only 12% of first-time customers reorder. You rebuild the flows, rewrite the emails, and the number barely moves. The problem isn't the emails. Nobody has diagnosed what is going wrong.
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Retention diagnosis series · Article 2
Your Best-Converting Channel Can Be Your Worst Retention Channel
One channel converts more visitors and costs less per customer. You increase the budget, and repeat purchase starts slipping. Did retention get worse, or did the mix of customers change?
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Retention diagnosis series · Article 3
The Second Purchase Is Often a Product-Use Problem Before It Is a Marketing Problem
A customer buys a 30-serving supplement and your replenishment flow starts counting down. Then nothing. Before you change the reminder, ask what happened to the product they already bought.
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More from the Retention diagnosis series
Next up: They Tried to Buy Again. Something Stopped Them. Plus more on subscriptions, win-back and discounting for wellness brands.
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