EP 67: The new definition of engagement (and the metrics that actually matter)

Open rates are inflated. Clicks are misleading. And inbox algorithms don’t reward surface-level engagement anymore.

In this episode of Send It, Jimmy Kim and Chase Dimond break down why traditional email and SMS metrics are failing eCom teams; and what you should be tracking instead as inbox rules, privacy changes, and AI filtering reshape how messages get seen.

Optimizing for opens and clicks can feel productive, but it often leads brands to make confident decisions based on incomplete signals. This episode introduces a modern measurement framework built around real behavior, intent, and revenue impact (not vanity metrics).

EP 67: The new definition of engagement (and the metrics that actually matter)

Here's what we're diving into:

- Why open rates are inflated, unreliable, and no longer decision-worthy

- How inbox providers now use engagement as a visibility signal

- The 4-layer engagement stack top brands are adopting

- Which metrics actually prove retention impact to leadership

- How to rethink attribution without chasing “perfect” numbers

- What to move to the top of your KPI dashboard (and what belongs at the bottom)

Thank you our friends at Omnisend, Inboox and eCom Email Certified for sponsoring the podcast!

Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://www.omnisend.com/sendit/

eCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://www.ecomemailcertified.com/

Explore Inboox.ai, the AI-powered database of 1M+ real ecommerce emails with full HTML, performance data, and trend insights from the fastest-growing Shopify brands. https://inboox.ai/

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00:00 Welcome to The Show

02:21 Redefining Engagement Metrics

02:54 Impact of Privacy and AI on Email Marketing

04:37 New Requirements from Google and Yahoo

05:43 Gmail's Algorithm and Engagement

07:38 The Shift to Quality Over Quantity

11:49 Building a Real Engagement Stack

14:50 Key Email Metrics

15:23 SMS Metrics Overview

16:04 Customer Behavior Insights

17:24 Business Outcomes Metrics

20:05 Challenges in Attribution

25:01 Actionable Steps for Improvement

28:32 Conclusion and Wrap-Up

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Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/

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Follow Jimmy & Chase on social!

Follow Jimmy Kim at:

https://x.com/yojimmykim

https://www.linkedin.com/in/yojimmykim/

https://www.instagram.com/yojimmykim/

https://www.tiktok.com/@yojimmykim

Follow Chase Dimond at:

https://x.com/ecomchasedimond

https://www.linkedin.com/in/chasedimond/

https://www.instagram.com/chasehunterdimond/

https://www.tiktok.com/@chasehunterdimond

Contact us at hellosenditpodcast@gmail.com for sponsorships, appearance requests, interviews, or general information!