Episode 79 - Missed These?

Welcome to episode 79 of the Retention Blueprint! 

Welcome to all those who have recently joined, and, of course, I am always grateful to those who have been around for a while.  

Every six episodes, I summarise the previous five so you can catch up on what you might have missed.

Episode 74: The Behavioural Science Edge 

Most brands will spend millions chasing one-day Black Friday revenue spikes that vanish by Christmas. The winners use behavioural science to drive loyalty long after the sale ends. This episode covers four behavioural science principles CRM Marketers use to win. 

Episode 75: Emotion by Design

CRM marketers obsess over fonts and layouts, but miss the real goal: emotion. Emotion drives behaviour, and behaviour drives retention. I've built a 4-step emotional UX framework that guides customers through moments of truth - from early engagement to re-activation - using CTAs that do heavy lifting, micro-journey messaging, and behavioural triggers.

Episode 76: Do You Want to Be a Retention Mastermind?

I'm exploring a retention mastermind with monthly deep dives featuring retention leaders from Netflix, Spotify, Amazon, and Duolingo and other brands leading the world in retention, plus video training, weekly challenge calls, and more.

Episode 77: The Four Reasons Your Customers Churn

Netflix. Peloton. HelloFresh. Duolingo. Different industries, identical churn patterns. The culprit isn't price or product quality, it's human behaviour. I've mapped the four universal retention problems and the six behavioural mechanisms behind them, from activation thresholds to the friction-loss paradox. 

Episode 78: Martech for 2026 

Scott Brinker and Frans Riemersma just dropped 127 pages on Martech for 2026. I've distilled it into 863 words summarising what retention marketers need to know and six critical emerging risks.

📰 CRM Marketing 2.0 strategy course

My CRM Marketing 2.0 course can be watched in one evening (it’s about the length of a good movie), with practical exercises you can apply immediately.

Module 1 - Impact Understand how CRM drives commercial impact through both direct conversion and customer experience initiatives that support the entire journey.

Module 2 - Measuring Right Prove your program's dollar value to stakeholders and fast-track experimentation to drive rapid, measurable results.

Module 3 - Moments of Truth Learn how to identify and optimise the make-or-break moments where CRM Marketing has the biggest impact on retention.

Module 4 - Creating Resonance Create customer avatars that enable you to develop CRM Marketing that actually resonates with identifiable segments in your data.

Module 5 - Winning Automations Build lifecycle programs that align audience insights with business objectives across all moments of truth to build automated CRM programs that actually work. 

Module 6 - Onboarding Master 10 proven principles and 12 case studies to maximise the impact of your onboarding programs at this critical stage.

Module 7 - Create Habit Make your brand the default choice using proven principles and leverage 16 case studies that drive habitual customer behavior.

Module 8 - Customer Love Build customer love programs that drive commercial impact while raising your profile as a customer-centric leader in your business.

Module 9 - Behavioural Science Implement 32 behavioural science techniques with matching case studies to drive customers to that 'feels right' decision and boost conversions, loyalty and value. 

Module 10 - CRM UX Design CRM creative that resonates and converts using science-backed principles for subject lines, copy, layouts and calls to action.

Module 11 - Master prompt engineering techniques to create brand-aligned copy and visuals at scale.

What people are saying

“This content is rich with relatable examples and proven frameworks that can translate across functions and verticals.”

“A brilliant course, offering insights into a wide-ranging selection of topics.”

“Great use-cases and examples”

“(A) powerful guide through the complexities of managing customer relationships.” 

“This course has given me more information on the strategic framework (for CRM Marketing) in 1.5 hours than I've picked up in my previous roles.”

Pro-Tip. Get your company to pay it, just ask your boss, and you can put it on expenses or use your company’s training budget. (If you need an invoice, just email me at [email protected]) 

Until next week, 

Tom 

P.P.S. Do you want to win $100 in Amazon vouchers in 5 minutes?

If so, click here to answer a few questions about a new Retention Mastermind and AI for CRM Marketing course I am building. Strictly no selling. This is for research purposes only.