Every business wants more loyal customers — but in 2025, simply sending emails and crossing your fingers isn't enough.

Today’s best retention strategies are multi-channel, personalized, and proactive. They go beyond basic email campaigns to build trust, reinforce value, and create frictionless experiences that keep customers coming back — not because they have to, but because they want to.

At Brandsbyday, we help service businesses, membership-based programs, and product-based brands build modern customer retention systems that lower churn, increase lifetime value (LTV), and turn casual users into long-term advocates.

Here’s what that looks like in practice.

The Shift to Multi-Channel Retention

Great retention in 2025 is built on consistent, value-driven interactions across multiple touchpoints.

Here’s what a modern retention strategy includes:

1. Lifecycle-Triggered Messaging

Rather than send time-based “blasts,” use messages triggered by specific customer behavior or milestones.

Some examples:

• A welcome email and text series immediately after signup
• Progress-based nudges like “Congrats on completing your 3rd session!”
• Automated milestone celebrations (e.g., 30-day anniversary, birthday)
• Re-engagement flows after inactivity (e.g., 14 days without logging in)

2. Personalized Text Messaging

Use SMS strategically — short, timely, and personalized.

Tips for using SMS well:

• Keep it brief (under 160 characters)
• Use the customer’s name and reference their behavior
• Send reminders for check-ins, appointment scheduling, or milestones

Example:

"Hey Jess! 👋 Just a heads up — your 6-week check-in is coming up. Tap here to book: [link]"

3. Retargeting Ads for Engagement

Use ads not just to sell again — but to deepen the relationship.

Smart retargeting strategies:

• Share how-to content or usage tips
• Promote real customer success stories
• Offer loyalty or referral rewards
• Highlight unused features or underutilized benefits

Platforms to consider:

• Meta Ads (Facebook/Instagram)
• Google Display Network
• YouTube (short “How-To” or testimonial video ads)

4. Customer Portals or Dashboards

A well-designed customer dashboard helps users see and feel their progress.

Elements to include:

• Usage tracking (sessions, orders, milestones)
• Personalized content or product suggestions
• Reward points or membership status
• Easy access to support or account tools

Bonus: Add alerts like “You haven’t logged in for 14 days” to reduce silent churn.

5. Community-Driven Retention

Foster connection among customers, not just between brand and user.

Ways to build community:

• Create private Facebook or Slack groups
• Host live Q&A sessions or coaching calls
• Run member spotlights or community leaderboards
• Launch monthly customer challenges

Brands with strong communities often see 20%+ higher retention than those without.

6. Proactive Customer Success Outreach

Don’t wait for customers to raise a hand — meet them before problems arise.

Ideas for proactive outreach:

• 7-day or 30-day usage check-ins
• “What you’ve accomplished so far” recaps
• Suggestions based on usage gaps
• Feedback or micro-surveys to catch friction points early

Use a mix of email, text, and even personalized video (Loom) to deliver these touchpoints.

7. Referrals and Loyalty Programs

Customers who refer others tend to stay longer themselves.

Tactics to drive referrals:

• Offer referral credits or discount codes
• Build an ambassador program with perks for repeat sharing
• Add referral prompts to your thank-you pages, dashboards, and email footers
• Reward testimonials, reviews, or video submissions with loyalty points

What a Modern Retention Journey Looks Like

Let’s map out a 90-day retention journey for a coaching or subscription-based business. Here’s how your touchpoints might roll out:

Day 0:

• Email + SMS: Welcome with login details and community invite

Day 2:

• Dashboard: Quick-start checklist + intro video

Day 7:

• Email: Progress celebration and goal tracker

Day 14:

• SMS: “How’s it going?” check-in with booking link

Day 21:

• Facebook Ad: Story about another member’s journey

Day 30:

• Email: 1-month milestone recap with usage summary

Day 45:

• Text: Feedback survey — “What’s your biggest challenge right now?”

Day 60:

• Email + Ad: Promote referral program or VIP membership offer

Day 75:

• Email: Share a relevant case study and benefits reminder

Day 90:

• Email + SMS: “You made it to 90 days — here’s what’s next!”

This creates a steady rhythm without overwhelming the user — while keeping your value visible.

Recommended Retention Tech Stack

Here’s a lean version of a retention system you can build around your business:

Email Automation:

• Klaviyo
• ActiveCampaign
• MailerLite

SMS Messaging:

• Twilio
• Salesmsg
• Postscript

Retargeting and Ads:

• Meta Ads
• Google Ads
• YouTube Ads

Dashboards/Portals:

• Kajabi
• HighLevel
• Thinkific
• Stripe Customer Portal

Community Building:

• Facebook Groups
• Circle.so
• Slack

Feedback Tools:

• Typeform
• Google Forms
• Delighted

Final Thoughts: Retention Is a System, Not a Tactic

Retention isn’t just about sending “more” — it’s about sending better, across the right mix of channels, and aligned with the customer’s journey.

Yes, email is still part of the plan. But the most successful brands in 2025 will go beyond inboxes — using SMS, ads, content, and community to keep customers engaged and valued long after the first sale.

At Brandsbyday, we help businesses not only get leads but keep more customers for longer — using smart automation, authentic messaging, and integrated systems that scale.

Want a Modern Retention System That Grows LTV and Reduces Churn?

We’ll help you design a full-funnel retention strategy that includes email, SMS, ads, community, and more — tailored to your business.