In this episode, I answers an anonymous listener question that hits at the heart of customer retention:

“How do I keep my customers engaged between purchases?”

While most businesses chase new leads and visibility, I break down why your existing customers are your most valuable asset, and how staying connected between purchases builds trust, loyalty, and repeat business.

You’ll learn actionable ways to show up consistently, support your customers post-purchase, and create a brand experience that keeps them coming back (not because they’re being sold to, but because they feel seen, supported, and valued).

1. Why Most Businesses Ghost Customers After a Sale – And how that’s a missed opportunity for deeper connection and repeat sales.
2. How to Stay Front of Mind Without Constantly Pitching – What to say, share, and show in between launches.
3. Small Touches That Build Big Loyalty – Think check-ins, celebrations, and personalized nudges that show you care.
4. Post-Purchase Experiences That Actually Support the Buyer – Why “value delivery” shouldn’t stop after they hit buy.
5. How to Use Behavior Cues to Guide the Next Sale – Let your customers show you when they’re ready to buy again.

View the episode transcript here.

Where to from here?

Find out how you can get my strategic customer experience brain on your brand here.

Binge-listen to Mastering CX, the FREE private customer experience podcast with 24 bite-sized tips, tricks & strategies to create a REMARKABLE brand experience before, during and after the purchase. Listen FREE here!

Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Check out my favourite CX tools and resources here.

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