eCom Collab Club Podcast · 2026-07-10 · 42 min
Most brands talk about acquisition as the bit that gets customers through the door, then hand them over to retention to keep them around. Janis Thomas thinks that is where brands go wrong. Because the first ad someone sees, the offer that gets them to buy and the experience that follows are all part of the same relationship. If the promise that won the first order does not match the experience that follows, customers do not tend to hang about for a second. In this episode, Adam Pearce is joined by Janis Thomas , CMO at Clothes Doctor , to unpack why acquisition, retention and customer experience need to stop operating as separate little islands. Janis brings experience from across eCommerce, subscriptions, digital media and entertainment, including senior roles at Birchbox and Playboy. Now, she is helping Clothes Doctor build a more considered approach to clothing care - helping people wash less, care better and keep the clothes they already own for longer.
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