In this episode, we're joined by Rebecca Hilliard, an eCommerce customer retention management consultant who has over 11 years of experience in this space.She now consults for premium direct-to-consumer brands, helping them understand customer data and leverage it to create strategies for customer retention.We discuss the reasons why customers stop shopping with brands, the importance of understanding customer data and feedback to improve retention, identifying lapsed customers and the most effective win-back campaigns.Key Takeaways:Why customers stop shopping with brands in the first placeThe importance of a win-back campaignWhich channels are the most vital for ensuring customer retentionThe most effective incentives for winning back lapsed customersThe importance of tracking and analysing the dataLinks:Rebecca HilliardWebsite - https://www.rebeccahilliard.co.uk/LinkedIn - https://www.linkedin.com/in/rebecca-hilliard/www.pinkleopard.co.uk

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