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How We Think About Customer Retention

For e-commerce businesses, customer retention works almost completely differently than it does for stores with a “brick and mortar” presence.  Brick and mortar businesses enjoy a simple advantage that others can’t replicate:  they have a tangible, physical location.  The secret lies in the fact that in-person businesses have a much easier job when it comes…

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Why Academics’ Findings on Customer Retention Might Surprise You

  If you run a Google search for the phrase “what drives repeat spending”, you’ll find all kinds of compelling suggestions.  “Start a loyalty program!” seems to be a popular option.  “Build a community!” is also relatively prevalent.  A Harvard Business Review article says that it’s all about creating a great “customer experience”…can’t argue against…

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Swell Rewards Merchant Spotlight: How Smoky Mountain Beards Drove a 150%+ Increase in Revenue from Existing Customers with a Few Clicks

It’s no big secret that beards are as in today as they’ve ever been.  Whether it’s trendy young professionals, big-time movie stars, or outdoorsmen (who are probably surprised to see others borrowing their style!), it’s hard to walk down the street without seeing a man who’s decided to put the razor away for at least…

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