How to build retention in e-commerce?

Find out how to measure e-commerce retention, budget for it and where to start

Release dare:

October 20, 2026

Retention is becoming a priority for more and more online stores, which is why it pays to approach it systematically. That’s exactly how our guest approaches it: Jędrzej Przeździęk, CMO at OpenGift.pl, creator of the Buduj E-commerce portal and podcast, and author of the Fundamenty Retencji (Retention Fundamentals) framework. Every day, he helps e-commerce brands earn more from each customer. Tune in for a practical episode packed with tips and sharp insights!

In this episode, you’ll learn:
– how to use AI in e-commerce and data analysis
– how to measure retention and which metrics to track
– how to grow your retention budget and evaluate its effectiveness
– how to build loyalty through customer experience and loyalty programs
– where to start with an effective retention strategy for your online store.

Discussed topics

00:00 In today’s episode 🚀

‍03:43 AI in e-commerce: why do some customers reject AI-generated creatives?

‍08:23 How does OpenGift use AI in its day-to-day work?

‍09:47 How to use AI for data analysis and customer retention in e-commerce

‍11:27 Jędrzej’s role at OpenGift

‍13:44 The path to specialising in retention: blog, podcast, framework and course

‍17:31 Retention starts with acquiring the right customer

‍20:55 Retention budgets in e-commerce: what does the data show?

‍22:52 How to increase your retention budget

‍26:16 Beauty brand case study: how do customers respond to discount codes?

‍30:27 How to start measuring retention in your online store: practical tips

‍37:53 Fundaments of Retention: Jędrzej’s own retention framework

‍41:58 How to build retention in categories where people buy once every 10–20 years

‍44:02 Customer segmentation: how to match your marketing to customer behaviour

‍50:40 Customer experience and retention: building positive experiences and a sense of belonging

‍58:41 How small gestures and added value affect customer loyalty

01:03:29 Loyalty programs in e-commerce

‍01:08:42 How do Polish e-commerce brands build retention? Findings from the study

‍01:12:42 The key metrics that show your store’s retention level

‍01:22:06 How to start building retention in your online store: Jędrzej’s tips

‍01:31:42 Where to find Jędrzej and his framework

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How to build retention in e-commerce?

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