Jonny has a background in banking and his analytical skills are one of the reasons I love talking to him about retention. Here's a brief summary for what we cover in this episode.

• Jonny gives us a run down of where he was before Huron and how it has helped
• We go over how to chop up LTV to make it more manageable
• Are you looking at lifetime revenue or lifetime profitability?
• Jonny teaches us how we can segment LTV by discount codes
• We talk about what products are best for starting a relationship with
• Jonny explains the two types of journey flows they create (reorder flows + new item pitches)
• We talk about a set of customers that bulk order
• We discuss the importance of knowing reorder intervals by each product type and size
• The power of going beyond order data with surveys
• Jonny tells us why he sends emails as himself
• Some retention efforts don't scale and you cant track and thats ok
• Are samples a retention play?