EP 63: The retention audit: How to diagnose any brand in 60 minutes

Send It! · with null · January 13, 2026 · 39 min

Summary

This episode provides a detailed framework for ecommerce operators to conduct a comprehensive retention audit in 60 minutes. It emphasizes identifying gaps in customer journeys and building actionable plans to drive repeatable revenue through email and SMS, moving beyond just send volume to focus on strategic impact.

Key takeaways

• Utilize the provided strategy and audit worksheets to map out your current retention setup and pinpoint customer journey gaps.
• Implement campaign and flow planning templates to structure core campaigns and build high-impact automations for revenue generation.
• Shift focus from merely increasing send volume to building a strategic retention engine that prioritizes revenue.
• Leverage email and SMS channels to create a robust retention strategy, as highlighted by over $200M in revenue generated by the hosts through these methods.
• Regularly audit your retention efforts to identify areas for improvement and transform high-level ideas into concrete, actionable plans.

Themes

Topics covered

Episode description

Struggling with retention but not sure what’s broken?In this episode, Jimmy Kim and Chase Dimond walk through their 7-part retention audit framework used to diagnose DTC brands in 60 minutes or less.Whether you’re an agency, operator, or founder, this episode breaks down how to find revenue leaks, fix deliverability, improve your flows, and benchmark your lifecycle strategy against the best in the game. You’ll learn how to check your data plumbing, uncover hidden issues in your segmentation, and rebuild an email + SMS program that actually works.EP 63: The retention audit: How to diagnose any brand in 60 minutesHere's what we're diving into:- The 7-part retention audit framework- What to check when open rates drop- How to evaluate deliverability, infrastructure, and attribution- Which flows every DTC brand should have (and most don’t)- High-impact segmentation strategies- The biggest mistakes brands make in messaging, offers, and timingThank you our friends at Omnisend, Inboox and eCom Email Certified for sponsoring the podcast!Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://omnisend.com/senditeCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://www.ecomemailcertified.com/Explore Inboox.ai, the AI-powered database of 1M+ real ecommerce emails with full HTML, performance data, and trend insights from the fastest-growing Shopify brands. https://inboox.ai/______00:00 Welcome to Th

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Frequently asked about this episode

What does this episode say about customer retention?

Utilize the provided strategy and audit worksheets to map out your current retention setup and pinpoint customer journey gaps.

What does this episode say about email & sms?

Implement campaign and flow planning templates to structure core campaigns and build high-impact automations for revenue generation.

What does this episode say about analytics & attribution?

Shift focus from merely increasing send volume to building a strategic retention engine that prioritizes revenue.

What does this episode say about dtc strategy?

Leverage email and SMS channels to create a robust retention strategy, as highlighted by over $200M in revenue generated by the hosts through these methods.

What does this episode say about customer retention?

Regularly audit your retention efforts to identify areas for improvement and transform high-level ideas into concrete, actionable plans.

Listen

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