Practice Area 04 · Retention
The customer you’re keeping is the LTV you’re building.
Retention is about the customers who’ve already bought from you. Keeping them coming back costs far less than finding new ones, and it’s where steady growth comes from.
Winback Automation · Loyalty Design · Cohort Recovery
§ WHAT IT IS
What retention actually covers
Retention covers everything after the first few purchases: reminders to reorder, rewards for loyalty, and a plan for customers who start to drift away. It’s the part of the journey most directly tied to lifetime value, and the part most brands leave to chance.
A good retention program notices when a customer’s habits change and responds. It reminds people before they run out, gives regulars reasons to stay, and reaches lapsed customers with something worth coming back for. Over time, every new customer you win adds to a base that keeps buying.
§ SIGNS IT NEEDS WORK
Sound familiar?
Regulars are coming back less often
Good customers are stretching the time between orders, and nobody is reaching out.
You have a loyalty program, but hardly anyone uses it
Members sign up, collect a few points and forget about it.
You spend more on ads every quarter just to stay flat
New customers replace the ones you lose instead of adding to the total.
You don’t know when a customer counts as lost
There’s no definition of a lapsed customer, so there’s no plan to win anyone back.
Get in touch
Let’s bring your customers back.
Tell me a little about your business. I’ll follow up within one business day to set up a free 30-minute call, where we’ll look at when your repeat customers go quiet and what they hear from you then.
FREE · 30 MINUTES · NO OBLIGATION
Takes about a minute. You’ll hear back within one business day.
§ WHAT I BUILD
A reason for every customer to come back
01
Winback Automation
Flows that notice when a customer goes quiet and reach out at the right time with a real reason to return.
02
Loyalty Design
Rewards and tiers that recognize more than purchases, so members have reasons to stay involved between orders.
03
Cohort Recovery
Grouping customers by when and how they bought, to find which groups are slipping away and reach them first.
§ HOW IT WORKS
How we’d work together
01
Audit
I look at how often customers come back, when they drift and what your loyalty program rewards today. You get a ranked list of what to fix first.
02
Rebuild
I build the winback, reorder and loyalty flows inside the platform you already use, whether that’s Klaviyo, Braze or HubSpot. Most rebuilds take 8–12 weeks.
03
Measure and refine
Once it’s live, I track repeat purchase rate and customer lifetime value, and keep adjusting. Ongoing support is there if you want it.
§ PROOF
§ KEEP EXPLORING