Retention insights
How to launch your first flows in Klaviyo
So you have a new Klaviyo account, and you're ready to build your first flows. Where do you start? The most wonderful benefit of using flows is they automate your email marketing in response to an action, or lack of action, taken...
Our hypothesis why the third order is the tipping point between a VIP customer and a short-term repeat buyer
Different calibers of brand loyalty It’s a select group of products that create the kind of tipping point moment where a loyal, enthusiastic customer with a high lifetime value is born. A true leather jacket that gets softer with time. A trusty bag that’s taken on...
A customer service retrospective on the Covid ecommerce flood
Spotlight on Gorgias If you're flailing amid a flood of ecommerce orders, software tools promise a solution. You hope they'll make it more manageable, efficient. That's good. But be careful. If your business...
Cross the ‘gray line’ from marketing to customer service for emails that sell
There's a curious gray line between what's marketing and what's customer service after an online purchase. Some might say that there's no line: EVERYTHING'S MARKETING! I'm inclined to agree, but the distinction is important in...
Emails to send after they order: an automation strategy founded on relationship
Imagine this: a dream prospect goes to your ecommerce website and makes their first purchase. After they receive the expected email with their receipt and order confirmation, another email shows up in their inbox. The timing and...
Partner dancing tip to get emails to the inbox
Seth Godin describes a problem familiar to any email marketer: getting into the inbox. A problem solver like any good entrepreneur, he created a solution specific to Gmail. But Google blocked it. Here's an excerpt from the...
Brands versus Ads: it’s more than an SEO dilemma
This essay originally appeared in our ebusiness coach newsletter. Authored by SEO Book founder Aaron Wall, this important piece titled Brands versus Ads describes the contortions businesses endure when Google grows ad revenues at...
An alternative to blasting a promo email on a big holiday
A few of the topics we discuss include: The benefits of a hybrid holiday flow Why it may be better NOT to send emails on Black Friday Customer's expectations exceeding beyond just the best deal When it comes to preparing your...
Video: Prioritize email automations for ecommerce
Where is the effort I put into marketing going to be most effective? How can I maximize the impact those efforts will have on my business?
Case Study: How automated ‘flows’ replaced email newsletters
Watch as Gabrielle and Patrick break down the reasons to make 'flows' the foundation of your email marketing strategy. If you're unfamiliar with this term; flows are an automated sequence of emails, triggered by an action, or...
Grow your customer service team beyond scripts and SOP’s
Want to provide a world-class customer experience? Move beyond scripts and ‘best practices.’ Learn why relying on these crutches prevent you from providing the kind of customer service that turns people into loyal, repeat buyers.
How to Deal with Difficult Customers (They’re Not Crazy)
We’ve all been there, trying to figure out how to deal with difficult customers, sometimes saying things like “they’re just a crazy customer” Actually, that’s a myth. Learn why there’s no such thing as a “crazy customer.”