Simon sits down with Josh Chin, CEO and co-founder of Chronos Agency, the Singapore-based retention powerhouse behind $400 million in client revenue, for a conversation that reframes how ecommerce brands should think about margin, trust, and the economics of keeping customers.
Josh grew up in Malaysia watching his family navigate two bankruptcies and his parents' separation, moving house to house at nine years old. That instability shaped everything: the way he does business, the way he treats people, and the mission at the core of Chronos.
We go deep into why most D2C brands are still playing the wrong game, obsessing over first-order AOV when the real margin lives in retention economics. Josh breaks down the exact lead capture system that took Cure Skincare's opt-in rate from 7% to 17% using a single micro-commitment, how to measure email send frequency without guessing, and why CAC is a one-way street that only goes up.
This episode is about what it looks like to build a business that wins by out-competing on the back end, not the front.
