Ep. 157 Your Customers Aren’t Coming Back (Here’s What to Do)

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Are your customers actually coming back after their first purchase? In this episode of The Unstoppable Marketer®, Mark Goldhart and Trevor Crump break down why customer retention and brand loyalty are getting harder for DTC brands—from declining organic reach and crowded email inboxes to rising acquisition costs and changing consumer behavior. More importantly, they explain what brands can do about it: increase AOV while customers are buying, rethink retargeting, maximize high-attention touchpoints like checkout and order confirmations, and create offers that give customers a compelling reason to buy again. The big takeaway? Stop assuming customers will come back later and start maximizing the moments when you know you have their attention.

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00:00 — Is Brand Loyalty Dying?

03:23 — Why Retention Is Harder

06:24 — Email Reach Is Collapsing

09:14 — Are Customers Still Loyal?

15:00 — Stop Waiting for Repeat Buyers

20:23 — Maximize Customer Attention