001: How The Ridge built a $100M Brand with Customer Retention & Wallets w/ Connor MacDonald

The Retention Road

Deb Mukherjee and Connor MacDonald (CMO at The Ridge) discuss how the 9 figure brand was founded. Connor shares the importance of customer experience, customer support and having a post purchase flow as well as a sneak peek into Ridge’s new products. He shares advice on upsells, offer testing, brand value, brand voice, how Ridge recently started measuring retention metrics and how the results shocked even them. Connor also dives into how to reduce churn as well as how their 100,000 subscriber newsletter not only adds content but also creates connections.

SHOW NOTES:

0:19 - 3:16 Introduction

3:17 - 10:23 What is the customer retention strategy at Ridge?

10:24 - 16:07 What is the repeat customer strategy at Ridge?

16:08 - 19:06 Ridge’s returning customer rate & email marketing strategy

19:07 - 23:02 Ridge’s upsell strategy

23:03 - 23:42 Bounty

23:43 - 28:18 Ridge’s TOP 3 focuses for retention in 2023

28:19 - 29:32 The power of community building

29:33:- 32:05 How does customer experience contribute to retention?

32:06 - 34:32 What metrics does Ridge use for retention?

34:33 - 40:29 What retention mistakes do DTC brands make?

40:30 - Outro

CONNECT WITH CONNOR MACDONALD

🌐 Website: https://ridge.com/

🐦 Twitter: https://twitter.com/couuor

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

📧 Email: [e-mail]

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!