The Retention Road

Deb Mukherjee

100% unfiltered, tactical Retention advice for eCommerce and DTC brands from those who have "been there, and done that." We help you serve & maintain your current customers you spent so much money on acquiring with paid ads to increase lifetime value and customer satisfaction.

Last refreshed: August 26th, 2025 at 8:00 AM ⓘ

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Episodes

008: How Hexclad Drove Repeat Orders through Email, SMS, and Other Channels w/ Connor Rolain

- HexClad drives repeat orders and revenue through email, SMS, and other retention channels. Key tactics include education about products, innovation by frequently releasing new products, sales/promotions, post-purchase upsells/cross-sells, and optimizing core retention automation. - They use their community "Cooking with HexClad" on Facebook for engagement and early access to new products and sales. They are focused on growing the community both organically and through marketing channels. - Gor...

May 20, 2024•1 hr 2 min•Ep. 8

007: How Portland Leather Goods Makes 9 Figures with their Facebook Community w/Matt Fey & MacCoy Merkley

Matt Fey (Marketing Director at Portland Leather Goods) & MacCoy Merkley (Chief Marketing Officer at Portland Leather Goods) discuss how Portand Leather grew from an Etsy store to the 9 figure brand it is today. They share how their highly engaged Facebook ads helped to build their large Facebook community & how they’ve been able to keep the members active, engaged & buying. They dive into how their super personalized email & sms campaigns have increased their revenue as well as ...

Apr 05, 2023•51 min•Ep. 7

006: How Every Man Jack sells Men's Body Products to REPEAT Customers w/ Troy Petrunoff

Troy Petrunoff (Retention Marketing Manager at Every Man Jack) discusses how he started working for Every Man Jack back in 2021 and how he had helped with their retention growth. He dives into the ins & outs of running a subscription product, the tech stack used, acquisition, customer experience as well as how to get super fans. Troy shares Every Man Jack’s new SEO & blog strategy, how the Super Bowl helped them with one of their biggest SMS campaigns and how adding new products keeps th...

Mar 23, 2023•48 min•Ep. 6

005: How to build an 8 Figure Supplement Brand from ONLY Subscriptions w/ Monica Grohne

Monica Grohne (Founder & CEO at Marea Wellness) shares her story of how she built a drinkable supplement brand that launched back in 2020. She shares how community building and direct feedback from customers has been crucial for the brand's success as well as how customer interviews help with their brand tone, website copy, ad copy and overall language. They dive into Marea’s email and sms marketing strategy, how loyalty programs work best when you actually speak to your customers and how th...

Mar 18, 2023•33 min•Ep. 5

004: How Pilgrim Canada Makes Millions Selling Jewelry to Repeat Customers w/ Simon Paquin

Deb Mukherjee and Simon Paquin (CMO at Pilgrim Canada) discuss how he became the CMO at Pilgrim and how he got his start in eCommerce by building a coffee brand during the pandemic. He goes into how Pilgrim Canada works as a licensed distributor, how trends influence their products and how they stay ahead of the curve by making Gen Z focused products. Simon shares how Pilgrim uses being a retailer to their advantage as well as their Facebook, Email & SMS strategy for customer retention. SHOW...

Mar 08, 2023•46 min•Ep. 4

003: How Baboon to the Moon uses Customer Retention to Increase Sales w/ Carolina Bushman

Deb Mukherjee and Carolina Bushman (Retention Marketing Manager at Baboon to the Moon) discuss customer loyalty and how building a community using email and SMS marketing helps increase customer retention. Caroline shares how comments, questions, customer feedback and shockingly direct mail has helped increase their sales as well as how just responding to people creates customer loyalty. She also shares how brands make the mistake of sending too many emails and how consistency is just as importa...

Feb 28, 2023•42 min•Ep. 3

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

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...

Feb 28, 2023•52 min•Ep. 2

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

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 ne...

Feb 28, 2023•43 min•Ep. 1

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