Lifecycle & Retention
Turn first orders into lifetime customers.
We help you build email, SMS, push, loyalty, referrals and subscriptions around customer lifetime value. Retention is often the most cost-effective growth available, and the channel where many brands leave margin on the table.
The automations every brand should have, done properly.
| Flow | Purpose | Key detail |
|---|---|---|
| Welcome series | Convert subscribers to first purchase | Branches by acquisition source and browsing |
| Browse and cart abandonment | Recover intent | Suppressed for recent purchasers and support contacts |
| Checkout abandonment | Recover high intent | Incentive only after a no-discount touch |
| Post-purchase | Reduce returns, drive second order | Fit and care content, review request, cross-sell |
| Replenishment and back-in-stock | Capture demand | Timed to product usage cycles and restocks |
| Winback | Reactivate lapsed customers | Timed to your repurchase curve, not a fixed 90 days |
| VIP and loyalty | Protect best customers | Early access over discounts |
| Sunset | Protect deliverability | Removes unengaged profiles before they hurt inbox placement |
Campaign calendar
Email and SMS campaigns planned with the promo calendar, with segmentation by engagement, purchase history and predicted value, and send frequency tested by segment.
Loyalty, referral & subscription
Program design and economics: earning rules, tiers, rewards that cost less than discounts, referral incentives and subscription offers where the category supports it.
Deliverability
Authentication (SPF, DKIM, DMARC), list hygiene, engagement-based sending and monitoring designed to help your messages reach the inbox.
Retention measured in dollars.
- Second-order rate within 90 days
- 12-month revenue per customer by cohort
- Email and SMS revenue per recipient
- List growth from owned and paid sources
- Unsubscribe, complaint and inbox placement rates
Consent and compliance included. SMS programs are designed to follow TCPA consent and quiet-hour rules; email is designed to follow CAN-SPAM and, where relevant, GDPR and CASL requirements.
See your retention gap.
The diagnostic includes a cohort analysis and a flow audit with revenue sized for each fix.