002: How Outway, a $10M Bootstrapped Brand gets 40% Returning Customers w/ Taylor Fraser

The Retention Road

Deb Mukherjee and Taylor Fraser (Marketing Director at Outway Socks) discuss how customer retention helped Outway Socks become a $10M brand that’s soon to be a $100M brand. They go into how Black Friday plays a key role in their retention strategy and how they get a 40%+ returning customer rate. Taylor also shares how they’ve consistently launched 30+ additional items and colors to keep customers engaged, how their simple & value based emails outperform the complicated ones and how following other brands actually works!

SHOW NOTES

0:19 - 3:56 Introduction

3:57 - 7:24 How did Outway Socks start?

7:25 - 9:40 What is Outway Socks’ retention strategy?

9:41 - 18:10 Outway’s TOP Retention Campaign that worked really well

18:11 - 23:24 Does Outway merch and accessories help make more sales?

23:25 - 24:04 Bounty

24:05 - 28:23 What is Outway’s email marketing strategy?

28:24 - 31:40 What kind of emails does Outway send to keep customers coming back and loyal?

31:41 - 34:09 What is Outway’s best email marketing & SMS flow?

34:10 - 38:14 Outway’s affiliate program and how it adds repeat customers

38:15 - 41:29 How does Outway track retention metrics?

41:30 - 45:03 Outway’s retention tech stack and mistakes people make with it?

45:04 - 49:09 Outway’s advice for brands just starting out with retention

49:10 - Outro

CONNECT WITH TAYLOR FRASER

🌐 Website: https://outway.com/

🐦 Twitter: https://twitter.com/tayfrays

🖇️ LinkedIn: https://www.linkedin.com/in/taylor-fraser-b07309201/

CONNECT WITH DEB MUKHERJEE

🐦 Twitter: https://twitter.com/debgotwired

📸 Instagram: https://www.instagram.com/debgotwired/

🖇️ LinkedIn: https://www.linkedin.com/in/debgotwired/

💜 Leave a review on Apple Podcasts

https://podcasts.apple.com/us/podcast/the-retention-road/id1670687024

🟢 Leave a rating on Spotify

https://open.spotify.com/show/0ZIB7LnUomx3OgYUBG1Ma1?si=2ea1d61076824f26

Thanks for listening!