EP 67: The new definition of engagement (and the metrics that actually matter)
Send It! · with Jimmy Kim & Chase Dimond · February 10, 2026 · 29 min
Summary
This episode redefines customer engagement for ecommerce, moving beyond vanity metrics to focus on retention strategies that directly drive revenue. It emphasizes building a robust retention engine through strategic customer journey mapping, high-impact automations, and practical campaign planning, ensuring that every interaction contributes to sustained profit and customer lifetime value.
Key takeaways
Implement a 'retention rebuilt' framework that prioritizes revenue-generating customer journeys and lifecycle campaigns over simple open/click rates.
Utilize audit worksheets to identify gaps in your current retention strategy and turn high-level ideas into actionable plans.
Develop and deploy high-impact automations and campaigns by using planning templates that focus on consistent, repeatable revenue.
Understand that true engagement is reflected in metrics that contribute to LTV, not just superficial interactions. Focus on actions that lead to repeat purchases and brand loyalty.
Leverage expert-designed campaign templates and frameworks to optimize email and SMS flows for stronger customer retention and increased conversions.
Open rates are inflated. Clicks are misleading. And inbox algorithms don’t reward surface-level engagement anymore.In this episode of Send It, Jimmy Kim and Chase Dimond break down why traditional email and SMS metrics are failing eCom teams; and what you should be tracking instead as inbox rules, privacy changes, and AI filtering reshape how messages get seen.Optimizing for opens and clicks can feel productive, but it often leads brands to make confident decisions based on incomplete signals. This episode introduces a modern measurement framework built around real behavior, intent, and revenue impact (not vanity metrics).EP 67: The new definition of engagement (and the metrics that actually matter) Here's what we're diving into:- Why open rates are inflated, unreliable, and no longer decision-worthy- How inbox providers now use engagement as a visibility signal- The 4-layer engagement stack top brands are adopting- Which metrics actually prove retention impact to leadership- How to rethink attribution without chasing “perfect” numbers- What to move to the top of your KPI dashboard (and what belongs at the bottom)Thank 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://www.omnisend.com/sendit/eCom 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
What does this episode say about customer retention?
Implement a 'retention rebuilt' framework that prioritizes revenue-generating customer journeys and lifecycle campaigns over simple open/click rates.
What does this episode say about email & sms?
Utilize audit worksheets to identify gaps in your current retention strategy and turn high-level ideas into actionable plans.
What does this episode say about analytics & attribution?
Develop and deploy high-impact automations and campaigns by using planning templates that focus on consistent, repeatable revenue.
What does this episode say about dtc strategy?
Understand that true engagement is reflected in metrics that contribute to LTV, not just superficial interactions. Focus on actions that lead to repeat purchases and brand loyalty.
What does this episode say about customer retention?
Leverage expert-designed campaign templates and frameworks to optimize email and SMS flows for stronger customer retention and increased conversions.
