Friday Q&As

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Q&A’s WITH IBRAHIM

Heyy!

Since it’s Friday, let’s answer some Q&As..

Question from Olivia (Founder & CEO): How do I prioritize what to test first in my post-purchase email flow?

My Response: Start by identifying your highest-leverage points. Typically, that’s your first post-purchase email, which sets the tone for the relationship. A/B test subject lines, then experiment with the type of content: try one version that focuses on a thank-you message and another that suggests related products or offers tips for using the purchased item.

You need to have a survey and a review request email included in this flow as well, and please remember, your survey form, if it includes questions related to products and not just their web experience, you need to trigger them few days after they’ve received the product. Same goes with the review request email(s) as well!

Once you’ve nailed the open rate and content, move to timing. Should your follow-up emails come 2 days later, or 5? Fine-tune these elements one at a time to find what works best for your brand!

Question from Daniel (Head of Ecommerce): How do I reduce churn for a subscription based DTC product without relying on constant discounts?

My Response: Reducing churn isn’t all about discounts—it’s about keeping your customers engaged and finding value in your product over time. First, introduce a mid-term engagement strategy. Whether it’s a monthly check-in email or a helpful guide, stay top-of-mind between subscription renewals. Also, consider adding a rewards or loyalty program that increases in value the longer they stay subscribed.

Another tip: if someone’s about to churn, offer them a "pause" option instead of outright canceling. A lot of the times, customers just need a break, and giving them a flexible option retains them longer without having to constantly discount.

I also love sending customers an SMS 3 days prior to triggering their next order, so they can pause or skip, and it’s a lot better than having that customer reach out to you asking for a return/refund as they could have too many than needed.

Question from Sam (Co-founder & COO): What’s the best way to handle stockouts for my most popular product without losing customers to competitors?

My Response: Stockouts are tricky but can be handled strategically. First, make sure your customers know you’re on top of it—don’t let them find out only after they’ve added the item to their cart. Use “low stock” warnings when inventory is depleting, and immediately display an expected restock date once you run out.

If a customer can’t wait, offer similar alternatives in your product line or bundle the out-of-stock item with a pre-order option, so they feel reassured they’ll get it first when it’s back. Make sure your communication is clear and proactive—this helps prevent them from jumping ship to a competitor.

Question from Maya (CMO): Been trying some loyalty programs, but hasn’t really been effective. Any suggestions?

My Response: Loyalty programs work best when they feel inclusive but still reward your top customers. A tiered system is ideal here. Start with a basic reward structure for newer customers—think points for purchases, social shares, or reviews. As they move up the ranks, introduce exclusive perks for the highest tier, like early access to new collections or VIP customer support.

The key is to make the entry-level rewards attractive enough to keep new customers interested, while keeping high-value customers engaged with bigger, more personalized rewards. Transparency is important too—let your customers know how close they are to reaching the next tier to keep them motivated.

I use Loyalty Lion for this purpose.

Alright folks, that’s it for today. Have a great weekend!

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B2B Advertisement Opportunity

If your tool/service can help 50,093 DTC brands grow then you can reach out to them here: Learn more

Book a call