What does retention look like when you actually know your customers? For MASC, it means handwritten thank-you notes, one-on-one recommendations, and repeat orders from customers they've never met in person.In episode #13 of the Retention Edge, Patrick Levesque, co-founder of MASC, shares how they’ve built an 18-year men’s skincare and grooming business by focusing on service, trust, and personalized care. No trends, no hype, just systems that help people feel seen and supported.From launching their online store in 2007 to evolving their app experience for faster checkout and easier access, Patrick walks through the core elements that keep customers loyal. After switching to MobiLoud, MASC was able to mirror their in-store experience more closely, leading to faster conversions and stronger engagement from their most frequent buyers.We dive into:- Why MASC launched both a physical and online store from the start- How conversations and personal touch drive better product recommendations- What makes their loyalty program effective, especially during double-points events- The decision to move away from another app builder and improve app functionality- How the app supports faster checkout and ongoing retention- Why push notifications work best when used with intentionIf you're building a brand with long-term growth in mind, this episode is full of practical ideas for turning everyday service into lasting loyalty.📜 Subscribe to the Retention Edge Newsletter: https://retentionedge.co/📱 Get a free preview of your brand’s mobile app: https://www.mobiloud.com/Connect with Eric: https://www.linkedin.com/in/eric-gopeesingh/Connect with Patrick: https://www.linkedin.com/in/levesquepatrick/

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