This episode breaks down the six essential retention habits implemented by 8 and 9-figure DTC brands. It provides actionable strategies for ecommerce operators to build a robust retention engine focused on driving repeatable revenue beyond initial customer acquisition. The discussion emphasizes auditing current retention setups, mapping customer journeys, and optimizing campaigns and flows for maximum impact.
There's a reason some brands keep growing and others plateau… and it usually shows up in their retention strategy first.In this episode of Send It, Jimmy Kim sits down with Feras Khouri, co-founder of New Standard Agency, to break down six things that 8 and 9-figure DTC brands consistently do in email and SMS that most brands overlook. Feras brings a rare perspective having scaled his own brand to 8 figures before building an agency that now works with some of the biggest names in DTC including AG1, Caraway, and New Era Caps. They also get into why email attributed revenue can actually be a warning sign, and what it really means when your year-over-year numbers start to slip.Whether you're at 7 figures or 9, the principles here are the same. The brands that win aren't just sending more emails. They're thinking about retention as a system.EP 70: 6 Retention habits of 8 and 9 figure DTC brandsHere's what we're diving into:-Why setting retention-specific goals changes everything (and why most brands skip this)- What "layer two metrics" actually means and why open rates aren't enough- How top brands look beyond email and SMS to drive retention across every channel- Using retention data to fuel acquisition and close the feedback loop- Why a strong product and honest internal feedback matter more than any campaign- How 8 and 9-figure brands rapidly test technology without getting distracted by the hype- The real role AI should play in a retention strategy (and what it can't replace)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.omnisen