I spoke at Loyalty Lion's keynote session on day 1 of Loyalty Connect: Autumn Edition talking all things retention and loyalty. The session focussed on how some of the big players are getting it right. Here are some of the highlights...

With Halloween around the corner, it feels like the perfect time to talk about something truly terrifying… the CRM scaries.

Retention isn't just a buzzword; it's a powerful lever for growth. By embedding strategies like these across your customer journey, you're not only making it easier for customers to come back, you're giving them a reason to.

By this point in the year, most DTC brands will have their Black Friday and Cyber Monday plans in place. But if you’re still refining yours, or want to make sure your retention strategy is watertight, here are six important areas to consider.

How a quiz became a powerful way to improve product discovery, capture meaningful data and personalise the customer experience for This Works.

Have you ever considered the untapped potential within your inactive customer base? By 'inactive', I mean those customers who once shopped with you but have since stopped. Many businesses focus heavily on acquisition, but your greatest growth opportunity could be sitting quietly in your CRM, just waiting to be re-engaged.

Key insights from my chat with Klaviyo and Shopify

Tallow + Ash is a rocket ship of a brand, rethinking what laundry care looks and feels like. Born out of a desire to make effective, sustainable laundry products without compromise, they’ve built a loyal following through high-quality formulas, striking packaging, and a strong, purpose-led identity. They’re stocked in Liberty, they sell DTC via their website, and they’re gaining momentum fast.

A big part of my job is knowing what tech is out there, how it works, and who it’s best suited to. Because when I’m building out CRM and retention strategies for brands, there’s almost always a tech-shaped gap that needs filling.

Customer experience. Not the buzzwordy kind, I’m talking about the basics. How easy it is for someone to actually shop with your brand, start to finish.