The Pop Up Report by Ethan Song
The Pop Up Report
E12 Pop Up Deep Dive: How Customer Loyalty Helps Build Cult Like Brands
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E12 Pop Up Deep Dive: How Customer Loyalty Helps Build Cult Like Brands

Ethan Song and RareCircles Co-Founder Nick D’Urbano discuss the shifting dynamics of loyalty and retention in business. Explore the nuanced facets of customer loyalty, different examples, metrics and strategies to build loyalty. Gain insights from Nick and Ethan as they share learnings from personal experience and research at RareCircles. This episode also delves into ecommerce, customer feedback and profitability.

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Links Discussed

Rapha Cycling Club

Birkin

LVMH

Starbucks Rewards

Starbucks Odyssey

Hodinkee

Apple Store Experience

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Show Notes:

3:13 Defining loyalty

7:53 The problem with loyalty

10:23 Loyalty points

13:43 Subscriptions and loyalty

19:13 Some examples of loyalty

25:03 The role of retail in loyalty

27:58 Building loyalty

30:33 Wholesale

32:13 Customer data

34:13 Loyalty framework

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Past guests on the Pop Up Report include Jake Karls (Mid-Day Squares), Karen Danudjaja (Blume), Ryan Babenzien (Jolie Skin). 

Stay tuned for new episodes from upcoming guests including Tricia Stevens (Plantd Skincare), Rami Helali (Kotn), Genevieve Brousseau Provencher (Dose Juice), and many more.

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Additional Episodes You Might Enjoy:

E5 - Why You Shouldn’t Take VC Money, Even When You Can (Bonus)

E6 - Scaling Blume to $10m through Omnichannel and Community Building

E10 - How Lanny Smith Went From Career Ending Injury to $30M Brand

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The Pop Up Report interviews DTC and CPG founders to uncover how they fostered and scaled their communities to create profitable businesses. Gain a deeper understanding of the tools, tactics and retention strategies that build true customer loyalty.

Subscribe to the Pop Up Report on Substack or YouTube for more.

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The Pop Up Report by Ethan Song
The Pop Up Report
Ethan Song interviews DTC and CPG founders to uncover how they fostered and scaled their communities to create profitable businesses. Gain a deeper understanding of the tools, tactics and retention strategies that build true customer loyalty.
Ethan was previously the Co-Founder & CEO of Frank & Oak a sustainable apparel brand that generated 9-figures in revenue before being acquired by private equity in 2020. He’s now the Co-Founder & CEO of RareCircles.
For more Pop Up Report content subscribe and visit www.thepopupreport.com.
This podcast is brought to you by RareCircles, a membership platform that blends community engagement with rewards and benefits. Learn more at www.rarecircles.com.