Hey, it's Chase and Jimmy here.

Most brands stop at email and SMS when it comes to retention.

But your customers don’t.

They’re checking their phones, calendars, and mailboxes... moving through moments you could be part of (if you’re paying attention).

This morning, we’re diving into 5 alternative retention channels that go beyond the inbox; from push notifications and in-app messages to calendar invites and direct mail.

Because keeping customers engaged isn’t about showing up everywhere. It’s about showing up where it counts.

Also inside:

✔️ Unwrap your new ESP before BFCM hits (30% off)
✔️ Your retention strategy deserves more than a quick scare.
✔️ Quick Clips: This week's top stories in eCom

👉 Let’s dive in.

🎁 Unwrap your new ESP before BFCM hits (30% off)

Migrating before Black Friday sounds stressful… until Omnisend makes it easy and cheaper.

Right now, new users get 30% off for 3 months when they switch to Omnisend with code BFCM-2025.

That means:

• Seamless migration with zero downtime

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• Email, SMS, and automation all in one place (no hidden add-ons)

Black Friday chaos is coming. Your tools shouldn’t add to it.

Start free, claim your discount, and settle in before the rush.

Beyond the Inbox: 5 Alternative Retention Channels That Actually Work

Email and SMS are the bread and butter of retention. But if that’s where your strategy ends, you’re missing out on moments to build deeper connections.

Because customers aren’t just scrolling their inbox. They’re also checking their calendars, tapping around your app, and opening their mail.

The best brands are mixing in channels that delight and meet customers where they are. Let’s look at five alternatives that deserve a spot in your strategy.

1. Push Notifications

Push notifications get overlooked because brands assume they’re annoying. But if you use web push or have an app (even just for loyalty or tracking orders) this is a great way to re-engage.

They cut through the clutter and don’t require customers to be inside their inbox. In fact, push has an average open rate of 90% (compared to 20-25% for email).

When to use them:

• Abandoned cart alerts (“You left something behind. Still want it?”)

• Back-in-stock or low-stock notifications

• Last-chance reminders for sales or expiring rewards

• Order delivery or fulfillment updates

Pro tip: Add some urgency to your push notifications to drive more clicks. Avoid being spammy, though. Personalize based on behavior or let users set preferences for the frequency or types of alerts they want to receive.

2. Calendar Invites

Customers check their calendars daily. When you give them the option to schedule reminders or upcoming events, you embed your brand into a system they already trust.

Most brands never even consider this, but it's a surprisingly effective tactic, especially for wellness, beauty, food, and fitness brands.

When to use them:

• Subscription reminders (e.g. water filters, coffee beans, pet food)

• Product usage timelines (e.g. “Apply every 2 weeks” or “Replace monthly”)

• Community events, drops, or seasonal launches

• Booking follow-ups or service reminders

And unlike email reminders, calendar invites don’t get buried. They pop up on time, every time.

3. Referral Programs

When customers refer friends, they’re doing more than spreading the word. They're investing in your brand. That social commitment often leads to stronger retention.

Referral programs don’t have to be complicated. But they do have to feel rewarding.

Here are some ideas to try:

• Tiered or gamified systems (think "Refer 3 friends, unlock early access")

• Double-sided rewards (both the referrer and friend get something)

• Status incentives that make customers feel like VIPs

If you want this to stick, make the program easy to find and impossible to ignore. Promote it post-purchase, in the account dashboard, and through other channels (like in-app or push).

Customers who refer often end up buying again, either to use their reward or because they’re now part of a “group” that uses your product.

4. In-App Messaging

In-app messaging is one of the most underutilized retention levers, especially for brands that have a mobile app or logged-in web experience.

These messages show up during the shopping or product usage journey, so you’re not interrupting people. You’re helping them in real time.

Here are some ideas:

• Product page views: “Need help picking the right size? Here’s a guide.”

• Bundle opportunities: “Complete your set for 20% off.”

• Loyalty nudges: “You’re 2 purchases away from a free gift.”

• Post-purchase tips: “Here’s how to get the most out of your serum.”

In-app is powerful because it’s context-aware. Your customer is already engaged, so the message feels more like assistance than marketing.

And because you can segment these based on user behavior or stage in the journey, it’s easy to run A/B tests and optimize for ROI.

5. Direct Mail

It takes more effort to send physical mail, but that’s exactly why it works. In a digital-heavy world, a handwritten note or custom postcard stands out.

Direct mail is best used for high-value customers, milestone moments, or brand-building. It’s not the channel for discounts or generic flyers. It’s for leaving an impression.

Direct mail ideas that drive retention:

• First-time customer “welcome” kits with samples

• Surprise thank-you notes for repeat buyers

• Birthday or anniversary gifts

• Limited-edition cards or printouts with sneak peeks or QR codes

A customer who gets a personalized thank-you note or small freebie is far more likely to stay loyal than one who only hears from you when there’s a sale.

Wrapping It Up: Retention That Sticks

Adding more channels doesn’t mean doing more for the sake of it.

It means being smarter about how and where you show up. When done right, these touchpoints work together to keep your brand top-of-mind without overwhelming your customers.

Here’s a quick recap:

✅ Push notifications work best when they’re timely and personalized.
✅ Calendar invites blend replenishments and reminders into a customer’s daily routine.
✅ Referral programs double as retention engines by rewarding both sides.
✅ In-app messaging shines when it feels like contextual guidance, not promotion.
✅ Direct mail is slow, but creates experiences that digital channels can’t match.

And remember, email and SMS are still your foundation. These channels don’t replace them; they strengthen and extend them.

Your retention strategy deserves more than a quick scare.

If your flows are starting to look a little… haunted, it’s time to brush up on the strategies that actually retain customers.

The eCom Email Certified course is your playbook for mastering email and SMS; built by Jimmy Kim and Chase Dimond to help you turn seasonal shoppers into year-round buyers.

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Grab your spot before this offer vanishes 10/31 at 11:59 pm.

Use code: HOCUSPOCUS for $350 off

🗞️ Quick Clips:

• 'Tis the season for an Agenic AI holiday strategy: Walmart, Etsy, and Shopify are integrating with ChatGPT to enable instant checkout inside the app. Marketers are updating landing pages, reviews, and gift guides to optimize for AI search engines as consumer queries become longer and more specific.

• Holiday spending expected to dip 10% across the board: Deloitte’s latest report shows nearly all generations and income groups are planning to cut back. Gen Z shoppers will reduce spending by 34%, while 89% of consumers are searching for deals and trading down to cheaper brands.

• BUILT Bar explores billion-dollar sale: The Utah-based protein brand is in talks with private equity firms and food giants amid a wave of M&A in the functional snack space. Past deals include Clif Bar (Mondelez), KIND (Mars), and FitCrunch (1440 Foods).

• Barebells enters the fizzy protein space: The brand’s new Protein Soda dropped October 21 with 200mg of caffeine and 10g of clear whey protein. Launch flavors include Wild Strawberry, Sweet Cherry, and Pineapple Sunrise.

• Bombas opens its first stores after a decade online: The DTC sock brand just opened its first owned retail location in NYC, with more to follow in Florida and Texas. After growing its wholesale presence with Nordstrom, Dick’s, and Target, Bombas is now testing brick-and-mortar to expand its assortment and mission-driven storytelling.

Annnnd that’s a wrap for this edition! 

Thanks for hanging with Chase and me. Always a pleasure to have you here.

If you found this newsletter helpful (or even just a little fun), don’t keep it to yourself! Share ecomemailmarketer.com with your favorite DTC marketer. Let’s get them on board so they don’t miss next week’s drops.

Remember: Do shit you love.

🤘 Jimmy Kim & Chase Dimond

PS - Your next best customer might be reading this right now. Want in? Email Jimmy to sponsor this newsletter and more.

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