[ the offer / retention ]

email + sms retention.start to finish.

book a call → see the scope

everything after the click. measured against the number you already have.

why retention is the cheapest revenue you have

winning a new customer costs 5 to 25× what it costs to keep one, and a 5% lift in retention lifts profit 25 to 95%. those numbers are from bain's work published in harvard business review, not ours.

most dtc brands still treat the second order as luck. the welcome flow is 1 email, post-purchase is the shopify receipt, and subscribers get the same sends as everyone else. we build the part of the business that turns a first order into a second, a fifth and a twentieth, and we measure it against the revenue you had before we started.

+78% lifetime value for a supplement brand after the retention rebuild.
3.3× monthly recurring revenue for blazeprops in 3 months, paid media and retention together.

client results, not projections. supplement brand named on request. source for the retention economics: amy gallo, "the value of keeping the right customers," harvard business review, october 2014.

book a call

what's included

four things. everything else on this page is how we deliver them.

[01]

a map of your customer lifecycle with every revenue gap ranked

we go through your account from the customer's side: signup, first order, what arrives after, what happens at renewal, what happens when they go quiet. you get a ranked list of where money leaks and what fixing each one is worth, before anything is built.

[02]

the flows, built and live before we send a single campaign

welcome, abandoned cart and browse, post-purchase, subscription (pre-renewal, failed payment, cancel-save), win-back. built in your account, tested, and earning before the first broadcast goes out.

[03]

campaigns sent to segments, not to the list

a weekly calendar built on purchase history and behavior. one-time buyers, subscribers, lapsed and vip get different sends, and one test is always running so the calendar gets sharper every month.

[04]

a loyalty and reviews program your best customers actually use

review requests timed after the second order, points and tier reminders inside the flows, and a referral prompt to the people most likely to send a friend. on scale we build or rebuild the program itself: earning rules, tiers, referral, launch.

see the 90-day scope →

book a call get the free breakdown

how we work

the same 4 steps for every brand. the order is the point.

[01]

the first 2 weeks are a diagnosis, not a build

we go through your account from the customer's side and come back with a written report: what's working, what isn't, and every revenue gap ranked by what it's worth. you keep the report either way.

[02]

nothing goes live you haven't seen

the flow map and the campaign calendar are laid out and signed off by you before anything is built. every decision on the account is visible.

[03]

builds ship in order of revenue

post-purchase and subscription flows first, because that's existing customers and the fastest money. usually live inside the first 30 days, while the rest of the program is still being built.

[04]

every month: the numbers against day 1, and the next 30 days

performance against the baseline we set on day 1, what we tested, what won, and a prioritised plan for the month ahead. the tests carry forward, so the program gets sharper instead of flat.

book a call get the free breakdown

the stack we operate in

we work inside the tools you already pay for. no migrations unless you want one.

Klaviyo Postscript Mailchimp Recharge Skio Loop Okendo Smile.io

email + sms · subscriptions · reviews + loyalty

on mailchimp or shopify email? we'll move you to klaviyo in the first 2 weeks and rebuild on the other side. same setup fee, no extra charge.

all product names are trademarks of their owners. listing here means we operate in the tool, not that we're affiliated with it.

what's usually broken

[001]

welcome flow

1 email, offer-first, no sms opt-in. the single biggest flow by revenue for most dtc brands, and usually the thinnest.

[002]

post-purchase

the shopify receipt and nothing else. no usage guidance, no subscription pitch, no reorder reminder timed to when the product runs out.

[003]

subscriptions

subscribers get the same emails as one-time buyers. no pre-renewal heads-up, no failed-payment recovery, no cancel-save.

[004]

abandoned cart

1 touch, 24 hours late, leading with a discount that trains customers to wait.

[005]

campaigns

blasted to the whole list with no test plan. the same send to a subscriber and a lapsed customer.

what you get

14days to baseline
05core flows rebuilt
[ days 1 to 14 ]

audit + baseline

we open the account and find out what it's actually doing before we touch anything.

  • full klaviyo teardown flows, segments, deliverability, list health, sms, subscription integration
  • your baseline trailing-90-day email and sms attributed revenue, broken out by flow and by campaign
  • the rebuild plan every gap ranked by what it's costing you, in the order we'll fix it
[ days 15 to 45 ]

core flows rebuilt

the flows that carry the revenue, rebuilt in priority order and shipped as they're finished.

  • welcome 4 to 6 touches with sms opt-in built in, not bolted on
  • abandoned cart + browse fast first touch, discount held back
  • post-purchase usage, a check-in with the subscription pitch, a reorder reminder timed to how long the product lasts, review request after order 2
  • subscription flows pre-renewal, failed-payment recovery, cancel-save, subscriber vip
  • win-back timed to replenishment, not to a generic 90-day rule
  • segmentation model one-time, subscriber, lapsed, vip, each getting a different send
  • reviews + loyalty wired into the flows review request after the second order, points and tier reminders, referral prompt to your best customers.
[ days 46 to 90 ]

campaigns + testing

the flows run on their own from here. the campaign calendar and the test plan are what keep the number moving.

  • weekly campaign calendar segmented, so a subscriber and a lapsed customer never get the same send
  • one meaningful a/b test running at all times one variable, long enough to mean something
  • monthly report attributed revenue vs baseline, flow by flow, what was tested, what won
  • loyalty program built or rebuilt on scale earning rules, tiers, referral program, launch campaign.
[always]

the whole time

  • claims-safe copy, written ftc and fda aware
  • deliverability monitoring, so the rebuild doesn't land in spam
  • one point of contact, no account-manager relay
  • a weekly async update, and one 30-minute call a month

pricing

a one-time setup fee for the build, a retainer that covers the work, and a kicker that only pays us when the account beats the number it was already doing.

core

$3,500/mo

the full rebuild, flows, segmentation, sms, list growth, campaigns and testing, monthly reporting against baseline.

reviews + loyalty integrated into the flows.

$1,500 one-time setup + 7.5% of attributed email/sms revenue above baseline
scale

$6,000/mo

exactly the same scope as core, sized for a bigger account: more list, more orders, more sends. the only other difference is a smaller share of the upside.

loyalty program build-out (earning rules, tiers, referral) on yotpo, okendo, smile or loyaltylion.

$2,500 one-time setup + 5% of attributed email/sms revenue above baseline

core or scale comes down to your monthly revenue. we'll tell you which one fits on the call.

the setup fee buys the audit, the baseline report and the rebuild plan. if those aren't in your hands inside 14 days, it's credited back in full.

"baseline" is your trailing-90-day email/sms attributed revenue in klaviyo on the day we start. the kicker only applies above it.

book a call get the free breakdown

what you need to provide

that's the whole list. everything else is on us.

under $75k a month? we run both halves for a share of revenue. $2,500 setup, then 7% →

your second order is your best ad.

book a call also: paid media + creative →
book a call