Turn a purchaser into
an ambassador.
Acquisition gets the attention and retention gets the margin. We build the part that happens after the sale, so the next one costs you nothing.
Acquisition gets the attention, retention gets the margin. We build what happens after the sale.
7x+
Return on ad spend
1 yr+
Every client tenure
Owned
Audience you keep
Monthly
Reporting cadence
01
Retention, in plain English.
A customer who comes back a second time costs you nothing to acquire. One who recommends you is worth more than any ad we could run, and neither happens by accident.
Retention work is unglamorous. It is the follow up after a purchase, the reason to come back in month two, the review request timed for when someone is happiest, and the referral ask that does not feel like begging.
It also changes what you can afford to spend on acquisition. When a customer is worth three purchases instead of one, the ad account has three times the room.
02
What happens after the sale.
Four pieces. All of them run automatically once they are built.
01
Lifecycle mapping
What a customer does after buying, where they drop off, and which moment is worth intervening in.
02
Post purchase flows
Follow up, review requests and reorder prompts, timed to behaviour rather than a calendar.
03
Loyalty structure
A reason to come back that is worth more to them than a discount costs you.
04
Referral and advocacy
Making the recommendation easy at the point where someone is most likely to make it.
03
Three steps from one purchase to three.
01
Measure
Repeat rate, time between purchases and where customers go quiet. Most businesses have never looked.
02
Build
The flows, the loyalty structure and the referral ask, written once and automated.
03
Report
Repeat rate and customer value tracked monthly, next to the acquisition numbers they pay for.
04
What clients ask before they start.
Is this different from email marketing?
It overlaps. Email is a channel, retention is the plan the channel serves. Most clients buy them together.
Does this work for a service business?
Yes, and often better than for retail. A trades or hospitality customer has a natural reason to return.
Do we have to run a loyalty program?
No. Points schemes suit some businesses and annoy others. Sometimes the answer is a well timed follow up and nothing else.
How long before it shows?
Longer than paid media. You are waiting for a second purchase cycle, so expect a quarter before the numbers move.
What do you need from us?
Purchase history and whatever CRM or email platform you use. That is usually enough to start.
How many customers come back?
Send over what you are running now and what you want it to do. We will audit it for free and come back with what we would change and whether we are the right people to do it.
Send over what you are running now and what you want it to do. We audit it for free and tell you what we would change.