Founder of RetentionX
Strategy of the Week
Oct 29, 2026
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3 min read
Customer Inventory: the stock sitting in your customers' homes — why promotions look better and retention looks worse than they really are.
Oct 22, 2026
Future Revenue Coverage: the share of next quarter's target your existing customers will deliver — before you spend a dollar on acquisition.
Oct 1, 2026
If acquisition has to replace the customers you lose, not every dollar of “growth spend” is actually growing the business.
Sep 24, 2026
2 min read
A new cohort can increase total customer value while making the average customer you own materially worse.
Sep 17, 2026
If you stopped acquiring customers today, how long would it take for half your existing-customer revenue to disappear?
Sep 10, 2026
Members spend more – but did the program change their behavior, or just start rewarding it?
Sep 3, 2026
4 min read
Clean up the repair orders before you credit CRM, forecast LTV, or declare a product sticky.
Aug 27, 2026
Sample-to-full-size conversion is easy to overstate unless you isolate exactly what happened before, during, and after the sample order.
Deep Dive
Aug 17, 2026
It reads your store overnight and hands you the answer before you're awake.
Aug 6, 2026
Customers aren’t always rejecting the product. Your first-order quantity may be encouraging them to stop before it has a chance to work.
Jul 30, 2026
Your discount size matters less than the language you wrap around it.
Jul 23, 2026
The margin you give up is the part you can see. The next-purchase delay you create is the bigger problem.
Jul 21, 2026
5 min read
If your best full-price customers get the same discount spam as your bargain hunters, you’re literally paying to devalue your own brand.
Jul 16, 2026
A first-time buyer and a fourth-time buyer don't buy on the same clock. So why do they get the same emails?
Jul 14, 2026
Variable purchase windows demand variable cadence. Personalize retention timing by customer behavior to boost repeat purchases and LTV.
Jul 9, 2026
6 min read
The Head of eCommerce for one of the largest supplement businesses in the UK on why deep discounts buy you the wrong buyers, auditing your assortment for customer quality and building an acquisition and retention flywheel.
Jul 2, 2026
How much of your monthly revenue had to be bought again from scratch?
Jun 29, 2026
Jun 25, 2026
8 min read
On creators as the new wholesale, TikTok's AOV ceiling, and the category he's most quietly bullish on.
Jun 18, 2026
An arbitrary "VIP" definition will shape your whole retention program around a segment that describes no one.
Jun 15, 2026
RFM is simple enough for Monday’s team meeting and powerful enough to change your growth strategy.
Jun 11, 2026
Optimizing for LTV isn't just optimizing for growth. It's optimizing for operational simplicity. That's because The cost of bad acquisition is living in your support queue, your warehouse, and your team's calendar.
Jun 4, 2026
Why connecting Claude to your store isn’t enough, and what a commerce data layer changes.
Jun 1, 2026
When customer quality rises, revenue goes up - and operational chaos goes down. Fewer tickets, fewer returns, fewer refunds - more time for improvements and upsell.
May 28, 2026
When CAC rises, the default move is to raise prices to protect margin. Higher prices make conversion harder, which makes CAC rise again. Without stronger LTV underneath the model, the loop tightens until growth stalls.
