How do you get people to spend $3,000 online for a sofa they’ve never couchsurfed? And how do you increase sales while decreasing cost of customer acquisition?

In this episode of Retention Masterclass Peggy Ann Salz and John Koetsier chat with Ian Leslie, CMO at Industry West. Industry West supplies modern furniture to the likes of Facebook, Airbnb, and Google ... and you! The company has seen consistent 25-30% growth over the past few years, and AOV for repeat visitors is massive. In a pandemic, their online-first retail sales approach is working better than ever.

How?

Personalization leading to retention.