Good morning, Chase and Jimmy here.

Great retention does not require big budgets.

It requires intention.

The brands that win in 2026 aren’t the ones spending the most. They’re the ones paying attention to the small touches that make customers feel seen, valued, and connected.

Here are five low-cost, high-impact retention plays you can implement right away with tools you already have. No fancy software, no bloated tech stack, and no ad spend required.

Also inside:
✔️ Don’t walk into 2026 with last year’s email problems.
✔️ Your one stop shop for the holidays
✔️ Why leveraging your product's flaws can actually sell more
✔️ DTC wins: Trubar Acquired by ETİ Gıda in $142M Deal

Let’s get into it.

Don’t walk into 2026 with last year’s email problems.

If there was ever a moment to make real money moves, it’s Q1.

Brands that migrate now see faster lift, cleaner data, and stronger performance long before peak season sneaks up again.

If you’ve been waiting for the “right time” to switch…

This is it.

Start the year on a platform built for ecommerce growth (not workarounds).

Upgrade to Omnisend and give yourself the advantage you’ll wish you had all last year.

Retention Wins That Work Even When Your Budget Doesn’t

1. Embrace Manual Personalization and Human Touches

Automation is great, but nothing beats the feeling of a message that clearly came from another human being.

Manual personalization is one of the most underrated retention tactics. And because so few brands actually do it, it stands out even more in 2026.

What this looks like in practice:

• Handwritten thank-you cards for new or repeat customers

• Personal messages to VIP customers checking in on how they’re enjoying their last order

• Manually curated product recommendations based on browsing history or previous purchases

• Short Loom videos from founders thanking customers for supporting the brand

These tiny investments build emotional equity. They help customers feel like they’ve joined a community, not just bought a product.

And here’s the kicker: customers who feel connected to a brand spend more, stay longer, and refer more people.

Small gesture. Big ROI.

2. Utilize Creative Segmentation Strategies

Most brands stop at “purchased vs. did not purchase.”

The opportunity is everything beyond that.

You already have the data. You just need to use it more creatively.

High-impact segmentation ideas:

• People who viewed a product more than twice but haven’t purchased

• Customers who only buy full price

• Customers who only buy during sales

• Lapsed customers who still open your emails

• Buyers who always choose a certain category or colorway

• Customers who have never used a discount code

• Customers who only buy bundles

You don’t need a complex CDP to do this. Your ESP already has enough data to build incredibly effective segments that feel personal and relevant.

Smart segmentation doesn’t just increase conversion. It reduces send volume while increasing revenue, which is exactly what you want in a high-CPM environment.

3. Activate User-Generated Content (UGC)

UGC is free content. Free social proof. Free trust-building.

Yet most brands only use it during launches or campaigns.

The brands that stand out systematize it.

How to lean into UGC without spending a dollar:

• Add a simple PS in your post-purchase email: “Send us a photo or tag us for a chance to be featured.”

• Highlight customer stories in your newsletter

• Turn positive reviews into graphics with a free design tool

• Create a “customer of the week” spotlight

• Bundle UGC into a reorder reminder or product education email

• Turn UGC into SMS content (quick, authentic, and high converting)

People trust people way more than they trust brands.

And when customers see real people using your products, it reduces friction, boosts credibility, and strengthens community.

4. Implement Gamification and Milestone Celebrations

Gamification doesn’t need to be complicated.

You don’t need a full-blown loyalty program to tap into the psychology of progress.

Simple milestone moments go a long way:

• Celebrate a customer’s first purchase, fifth purchase, or one-year anniversary

• Send progress reminders like “You’re $12 away from free shipping”

• Create seasonal challenges like “January Refill Challenge” or “Spring Reset Reward”

• Use simple points systems or “streak rewards” for recurring buyers
  

When customers see progress, they feel invested.

And when they feel invested, they are significantly more likely to return.

The win is not the prize.

The win is the feeling of moving forward.

5. Foster Two-Way Communication via Email and SMS

Most brands treat email and SMS like a megaphone.

The smartest brands treat them like a conversation.

Open the door for replies:

• Ask a simple question in your email: “What are you working on this month?”

• Invite feedback in your SMS flows

• Add a founder-forward line like “Reply and I’ll get back to you personally”

• Build an internal habit of tagging, saving, and responding to customer replies

The moment a customer realizes there’s an actual person on the other end of your messages, everything changes.

Responses reveal:

• Buying intent

• Product needs

• Objections

• Opportunities for new SKUs

• Customer language you can use in your marketing
  

Two-way communication creates trust, and trust fuels retention.

Consistent Care Outperforms Quick Tricks

Retention is not about flashy tactics.

It is about showing your customers that you care in small, meaningful ways that compound over time.

You can implement every strategy in this article with:

• The tools you already have

• A bit of intentionality

• Zero added spend
  

These are the plays that build true loyalty.

Not because they’re complex, but because they’re personal.

Start with one. Layer on another.

And watch how quickly your customer relationships (and your retention) begin to shift.

Your one stop shop for the holidays

The best part about our EEM community? You all create some pretty impressive products.

So we did the digging and pulled together a curated holiday gift guide to help you kick your feet up and knock out your shopping in one go. From jet-setters and coffee aficionados to first-time parents, we’ve got a little something for everyone.

Knowledge drop

Most brands try to hide their product flaws. Jimmy explains why calling them out can actually build more trust (and attract the right customers).

DTC Wins:

Canadian snack brand Trubar (known for its plant-based, clean-label protein bars) is being acquired by Turkish CPG giant ETİ Gıda for approximately $142 million. Founded in 2019, Trubar has built strong momentum in the better-for-you snack space, and the acquisition marks a major milestone as the brand prepares to expand beyond North America with ETİ’s global backing.

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.

Love this newsletter but want to receive it less frequently? Let us know by clicking here!