First order
Welcome new subscribers and turn their interest into a first order.
Keep the customers you worked hard to win.
Customer retention workflows using Klaviyo and CRM tools: email, SMS and automated journeys built around how your customers actually buy.
/Where Lifecycle Pays Off
Four moments that decide what a customer is worth.
Retention is won or lost at a handful of points in the journey. We design for each one.
Second purchase
Bring first-time buyers back before they forget why they came.
Loyalty
Reward the customers who keep choosing you, and make them feel it.
Win-back
Give lapsing customers a real reason to return, at the right time.
/The Journeys We Build
Automated flows for every stage of the customer journey.
Each flow is planned from your data, written in your voice and tested once it's live.
Welcome series
New subscribers are paying more attention than they ever will again. We use it to introduce the brand, answer the usual doubts and earn a first order without leaning on discounts.
- Signup forms with consent built in
- Welcome series for subscribers and new customers
- Preference and zero-party data capture
- Offer strategy that protects margin
Browse and cart abandonment
Shoppers leave for all kinds of reasons. We time reminders to the signal, from a viewed product to an abandoned checkout, and keep them helpful rather than pushy.
- Browse, cart and checkout abandonment flows
- Dynamic product blocks from your catalogue
- Email and SMS timing by intent
- Suppression rules so recent buyers aren't chased
Post-purchase and replenishment
Retention starts with the order confirmation. We follow up with what customers need next: delivery updates, how-to content, review requests and timely reorder reminders.
- Order, shipping and delivery messages
- Onboarding and product education
- Review and user-generated content requests
- Reorder and cross-sell timing by product
Win-back and sunset
Not every customer stays. We spot lapsing customers early, give them a reason to come back, and stop mailing those who won't, which protects deliverability for everyone else.
- Lapse signals from purchase history
- Win-back offers tiered by customer value
- Sunset flows and list hygiene
- Re-permission campaigns
/Tools We Work With
Klaviyo at the centre, connected to the rest.
We work in Klaviyo and the CRM and data tools around it, connected to your store so every message uses live customer data.
Email and SMS
Where the journeys run.
- Klaviyo
- Attentive
- Postscript
- Omnisend
- Mailchimp
CRM and automation
For longer and B2B journeys.
- HubSpot
- Salesforce Marketing Cloud
- Braze
- Customer.io
Commerce platforms
Where customer data comes from.
- Shopify
- Shopify Plus
- BigCommerce
- Adobe Commerce
- WooCommerce
Loyalty, reviews and subscriptions
Signals that make messages personal.
- Yotpo
- Okendo
- Smile.io
- LoyaltyLion
- Recharge
Data and reporting
Measure what retention earns.
- Google Analytics 4
- Segment
- BigQuery
- Looker Studio
Already on a platform? We start with what you have.
Built on solid foundations
Good flows need good plumbing.
Before we write a single email, we make sure the data, consent and sending set-up will hold up as your list grows.
Deliverability
Authenticated domains and healthy lists.
Segmentation
Store and CRM data, ready to use.
Consent
Opt-ins handled properly by region.
Testing
Every flow checked, then improved.
/Our Approach
Map the journey. Build the flows. Keep improving them.
Process: 4 steps
Engagement: Project or ongoing
Audit
Current flows, list health, data and deliverability reviewed against how customers really buy.
25%
Map
Journeys, segments and triggers planned around the moments that matter most.
50%
Build
Flows designed, written and wired to your store and CRM, then tested before launch.
75%
Optimise
Results reviewed regularly, with tests on timing, content and offers.
100%
/FAQ
Frequently asked questions about lifecycle marketing.
No. Klaviyo is where we build most often for commerce brands, but we also work in Attentive, Postscript, HubSpot, Salesforce Marketing Cloud, Braze and others. We'll recommend staying on your current platform unless there's a clear reason to move.
/Related Services
Retention works best alongside the rest of your growth.
/Your Next Move
Find out what your customer journeys are missing.
Tell us about your platform, your list and the flows you run today. We'll come back with where we'd start, and why.
No pitch deck required. No commitment.