What I’ve Learned Working with 70+ DTC Brands (And the Patterns I See)

When I started my journey into ecommerce and email marketing, I never imagined I’d one day help over 70 DTC brands, from small Shopify startups to scaling eight-figure giants. My name is Sagar KC, and I’m a retention marketing strategist. I help ecommerce brands unlock more revenue through personalized email systems, smarter customer journeys, and high-performing retention strategies.

After working behind the scenes for brands across the U.S., Australia, and the UK, I’ve spotted some patterns. Both the red flags that quietly kill growth and the systems that fuel customer loyalty. In this post, I’ll break down what I’ve learned from working with dozens of DTC brands and what that might mean for your business.

You can learn more about my work at sagarkc.com.

The Mistakes Almost Everyone Makes

Before I talk about what works, let me show you what I see all the time.

1. Email Is an Afterthought

Most brands focus 90% of their energy on paid ads and 10% (if that) on retention. That’s a mistake. If you’re spending thousands acquiring customers and have no clear system to bring them back, you’re lighting money on fire.

2. No Welcome Flow or Just a Boring One

The first email is your first impression. And most welcome emails I audit? They either scream “Here’s 10% off” or worse, nothing at all. A good welcome flow builds brand trust before it tries to sell.

3. Treating Email Like a Billboard

Email isn’t a billboard for discounts. It’s a conversation. Brands that only blast out coupons end up training their audience to only buy on sale. Nothing kills margin like that.

Patterns That Set Winning Brands Apart

Now let’s talk about what works. These are the repeatable systems and behaviors I’ve seen across the most successful DTC brands I’ve worked with.

1. They Prioritize Retention From Day One

They don’t wait until they hit seven figures to think about customer retention. Instead, they build a customer journey map early so every first-time buyer gets a path to become a repeat customer.

2. They Understand Their Customer on a Deeper Level

Winning brands use actual customer data to shape their messaging, not just gut feelings. They segment based on behavior, not just broad demographics.

3. They Obsess Over the Post‑Purchase Experience

The best brands don’t say goodbye after the sale. They use email flows to deliver post-purchase content that educates, builds anticipation, and strengthens the relationship.

Pro tip: One of my favorite post-purchase tricks is a delivery flow that thanks them by name, sets delivery expectations, and recommends a product they’ll likely love next. Simple, powerful.

4. They Let Their Brand Voice Shine

Whether playful, premium, or poetic, the best DTC brands don’t sound like everyone else. They sound like themselves. Every email feels like a note from a friend, not a corporate memo.

What This Means for You

Whether you’re just starting your DTC brand or already running with momentum, here’s what I want you to know:

Retention is not just a tactic. It’s a growth strategy.Email isn’t dead. Bad email is dead.You don’t need 50 emails. You need the right 5.

If you’re not seeing the repeat purchases you want, take a step back and ask:
Are we guiding customers, or just hoping they come back?

Final Thoughts (And a Personal Note)

As someone who started this journey from Kathmandu with a laptop and curiosity, I never take this work for granted. I’ve been lucky to work with brands that trust me with their customer relationships, and I’ve made it my mission to help them keep those customers, not just chase new ones.

If you want to see how I think about email marketing at a deeper level, check out this article I wrote: “The Story So Far — How I, Sagar KC, Became the Guy Who Talks About Retention, Not Just Reach”.

If you’re ready to upgrade your email retention strategy or want a quick teardown of your current flows, reach out via sagarkc.com. Let’s stop leaking revenue and start building long-term loyalty.

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