Wednesday May 01, 2024

How to Increase Sales from Returning Customers - Thomas Grabner (Founder of Mailody) | Ep. 03

Thomas Grabner shares effective strategies that successful brands use to consistently generate more sales from returning customers.

He talks about why product-market fit matters more than most metrics in ecommerce. Thomas also explains how to use educational content to engage first-time buyers and keep customers coming back.

And how to effectively use CRM channels like WhatsApp or print to improve engagement and customer lifetime value.

Key Takeaways:

• Product-market fit is essential for ecommerce success; you cannot scale without it.

• Encourage customer feedback to continuously improve your products and better understand their needs.

• Engage customers from their first purchase with content that adds value and drives product use.

• Don't be fooled by any tools’ metrics; focus on driving incremental sales & profit.

• Build and leverage communities—let your loyal customers sell for you.

Timestamps:

(0:00) - Introduction

(1:06) - Starting a 7-fig business with 18 years

(4:46) - What has changed in Ecommerce since COVID?

(7:21) - What Successful Brands Do Differently To Grow

(9:00) - How to Engage Customers by Educating Them

(13:13) - The 3 Most Common Email Marketing Misconceptions

(19:13) - Segmenting Campaigns: The Dos and Don'ts

(21:15) - The Challenges of Implementing Subscriptions

(24:58) - What to Consider Before Launching a Loyalty Program

(28:44) - How To Build a Community That Will Sell Your Product

(35:16) - How To Leverage WhatsApp and Print to Increase Your CLV

(42:33) - How to Gain Value From Customer Support

(49:09) - The #1 Retention Metric to Look At

Check out ⁠the full transcript on Forwrd Thinking⁠.

Resources:

Mailody: ⁠www.mailody.de⁠

Connect with Thomas: thomas@mailody.de & ⁠LinkedIn⁠

About the Guest: Thomas Grabner

Thomas is the founder & CEO of Mailody, the leading email marketing & CRM agency in the German-speaking market with hundreds of successful references and working with leading D2C brands such as Glow25, Giesswein, Junglück, Everdrop and many more.

At just 18 years, Thomas started his now 7-fig agency business, which has allowed him to gain insights from hundreds of D2C ecommerce brands and also share valuable lessons as an entrepreneur and business owner.

About the Host: Christian Hoppe

Chris started his journey in marketing and ecommerce 15 years ago and quickly made a name for himself by scaling the D2C operations for waterdrop from $5 million to $100 million in just three years.

His expertise has also led him to work as a fractional CMO with multiple 7- to 9-figure brands.

Today, he drives growth for winning ecommerce brands through Forwrd Agency, while also investing in and operating his own portfolio of businesses.

How to Increase Sales from Returning Customers - Thomas Grabner (Founder of Mailody) | Ep. 03

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