From "Acquisition-Obsessed" to "Retention-Secure"
Example stories of brands that stopped rebuilding revenue from zero every month.
Real Results, Real Brands
The Problem
Premium skincare brand with strong acquisition spending but plateaued repeat purchase rate. The brand was caught in an endless cycle of acquiring new customers while existing ones quietly slipped away.
The Challenge
- High spend on paid media with flat LTV curves
- Post-purchase emails mostly transactional and generic
- Subscriptions existed but felt like an afterthought
- No clear customer journey beyond the first purchase
The Solution
- Ran a Retention & Journey Audit to map actual drop-off points
- Designed story-driven onboarding & replenishment journeys for core SKUs
- Re-positioned subscription as a curated ritual instead of a discount mechanic
- Created personalized touchpoints based on product usage cycles
The Results
- Higher re-order engagement on key products
- More subscribers staying beyond the first cycles
- Greater sense of "brand relationship" in customer feedback
- Improved LTV metrics across customer segments
The Problem
DTC coffee brand with strong identity but underused data. Despite having passionate first-time buyers, the brand struggled to convert them into repeat customers.
The Challenge
- Lots of first-time buyers, weak second purchase rates
- One warm but scattered welcome sequence
- No structured winback or loyalty calendar
- Customer data rich but insight-poor
The Solution
- Created segment-specific journeys (sampler buyers vs. bag buyers vs. subscribers)
- Introduced story threads around morning rituals, origin stories, and brew mastery
- Layered in retention-focused automation across the customer lifecycle
- Built a loyalty calendar aligned with coffee consumption patterns
The Results
- Increased repeat purchase signals
- More intentional subscription upgrades
- Clearer forecastability from the existing customer base
- Stronger brand-customer relationship scores
The Problem
Mission-driven brand with a compelling story on the website but weak retention systems. Customers loved the mission but weren't given reasons to stay engaged long-term.
The Challenge
- Brand story strong on website, missing from post-purchase touchpoints
- High churn in monthly subscription plans
- Customers not given a long-term narrative to stay engaged
- Disconnect between acquisition promise and retention experience
The Solution
- Brought the brand's mission & customer stories into onboarding and ongoing messaging
- Rebuilt subscription experience around progress, milestones, and guidance
- Added simple loyalty cadence aligned with real customer cycles
- Created community touchpoints that reinforced the wellness journey
The Results
- Stronger emotional connection in qualitative feedback
- "Subscription fatigue" sentiment decreased significantly
- Retention metrics moving in the right direction over subsequent months
- Higher customer lifetime value across cohorts
Your Brand Already Has the Ingredients.
Let's Turn Them Into a Recipe.
Start with a free Retention Strategy Call. We'll look at where you are today and map out what's possible.