Why Your Best Customers Are Leaving You

Hey, it’s Jordan from the Email Intel Newsletter.

Imagine this:

You walk into your favorite coffee shop. The barista greets you by name, remembers your order, and even asks how your weekend was.

You feel valued, appreciated, and—you guessed it—you keep coming back.

Now, imagine if one day they stopped. No more greetings. No more personalized service. Just a cold, generic, “Next.”

How long would you stick around?

That’s exactly what happens when ecommerce brands ignore their best customers.

Most brands spend all their time chasing new customers while forgetting the ones who already love them.

And here’s the kicker:

It’s 5x more expensive to get a new customer than to keep an existing one.

So, what’s the fix?

1. Make It Personal:

   • Send thank-you emails that feel genuine, not automated.

   • Use their first name and reference their past purchases.

2. Reward Their Loyalty:

   • Exclusive discounts or early access to new products make them feel special.

   • VIP-only sales or rewards programs are game-changers.

3. Check In (Without Selling):

   • Sometimes, a simple “How are you liking your [Product]?” email can work wonders.

   • Show you care about their experience, not just their wallet.

The brands that win in 2025 won’t just be the ones with the best ads—they’ll be the ones with the best relationships.

Jordan

PS - If you run a DTC brand and want to have a 15 minute strategy session with me, book a call here »