Why do so many brands pour everything into acquisition while neglecting the customers they already have?In this episode of The Retention Edge, we sit down with Omer Hazer, founder of Atlas Studios, about why customer retention has become the true growth driver in e-commerce. While acquisition continues to be important, Omer believes the relationships brands build after the first purchase determine their long-term success.Drawing from real client experiences, we discuss why many loyalty programs fail (with redemption rates below 1%) and what makes the successful ones work - integration with meaningful brand experiences like exclusive events and personalized services. Omer takes us through his practical approach to identifying exactly where retention breaks down, highlighting the critical "third purchase threshold" where occasional buyers turn into loyal customers. We also get into why mobile apps remain an underutilized retention channel despite their proven effectiveness, and how brands can overcome their hesitations about implementing them.Looking ahead, we explore how AI will make true personalization accessible to all brands, not just luxury giants with massive resources. Whether you're growing an established brand or building a new ecom business, you'll get insights into why retention should become a larger part of your growth strategy.

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