SERVICE · RETENTION & EMAIL

Retention is where the real revenue lives.

Most e-commerce brands leave 20–35% of their revenue on the table because email and SMS are running as a glorified newsletter. We build retention systems that actually retain — connected flow architecture, real segmentation, deliverability that works, and the campaign discipline to keep it compounding.

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The problem Our approach Three tracks Flows we build Who it's for FAQ

THE PROBLEM

Your retention channel is a newsletter tool.

You're paying for your ESP every month. You have flows turned on — Welcome, Abandoned Cart, Post-Purchase. They were set up by the previous agency, by the in-house marketer who left, or by you in a panic the week before Black Friday. They've been sitting there ever since.

Open rates are okay. Click rates are mediocre. Revenue attribution is unclear because nobody set up the conversion metrics right. SMS is either turned off or sending three messages a week that everyone unsubscribes from. Email is producing maybe 5–10% of your revenue when it should be producing 25–35%.

You don't need more email volume. You need retention to do what it was actually built to do.

OUR APPROACH

Three layers. In this order.

Most agencies start with campaign calendars. We start with the boring infrastructure layer that makes everything else work — and we don't ship a single broadcast until the foundation is solid.

1. Deliverability + data. We audit your sending reputation, SPF/DKIM/DMARC records, list health, and segmentation. We fix the broken metrics. We make sure emails actually reach inboxes — not promotions tabs, not spam folders. This is unsexy work that quietly doubles open rates.

2. Flow architecture. Welcome Series, Browse Abandonment, Cart Abandonment, Post-Purchase, Replenishment, Winback, Sunset, VIP — built as a connected system, not seven isolated flows. Customers move through them based on real behavior, not arbitrary lists.

3. Campaigns + SMS. Once flows are humming, we layer in the broadcast calendar — launches, promotions, content emails — plus SMS for the moments where text outperforms email (cart, restock, flash). SMS isn't extra; it's part of the same retention system.

Klaviyo is our primary toolset for e-commerce — it's the deepest tool for behavioral retention work — and HubSpot for B2B. We'll work in your platform if you have one that's already configured.

THREE TRACKS

Three ways we'll work with you.

TRACK 01 · FOUNDATION

Retention set up right, once.

One-time engagement: deliverability fixes, full account audit, list cleanup, segmentation rebuild, and the 6 core flows (Welcome, Browse Abandonment, Cart Abandonment, Post-Purchase, Replenishment, Winback). Plus SMS setup if you're starting that channel. You leave with an account that performs and a documented system your team can run.

Project-based, starts at $4K.

TRACK 02 · PRODUCTION

Ongoing retention engine.

Monthly retainer: campaign calendar (typically 6–10 emails/month), SMS calendar, flow optimization based on performance data, A/B testing program, segment refinement, monthly reporting tied to revenue attribution. We run the channel; your team approves the strategy each quarter.

Retainers start at $2K/month. 6-month minimum (retention compounds, sprints don't work).

TRACK 03 · AUDIT

Diagnostic for an account that isn't performing.

2-week deep-dive on an existing retention account: deliverability assessment, flow-by-flow performance review, segmentation audit, list health analysis, revenue attribution check. Output: a prioritized list of the 10 highest-impact fixes ranked by effort vs. revenue lift. You execute internally or hire us for Foundation.

$1.5K flat. 2-week turnaround. Credit applies if you upgrade to Foundation within 30 days.

THE FLOW LIBRARY

Flows we build in Foundation.

Every Foundation engagement includes these six core flows. We add others (VIP, Birthday/Anniversary, Back-in-Stock, Price Drop) when they fit the business.

Welcome Series

First impressions for new subscribers. 3–5 emails, branded education, first-purchase incentive, segmentation built in. Typically the highest-converting flow you'll own.

Browse Abandonment

Triggered when subscribers view products but don't add to cart. Lower-friction reminder than cart abandonment — often more profitable per send because the audience is larger.

Cart Abandonment

Recovers carts that didn't check out. 2–4 emails plus SMS for cart values above a threshold. Highest revenue-per-send of any flow when set up right.

Post-Purchase

Order confirmation, shipping updates, product education, review request, cross-sell. The flow that turns one-time buyers into repeat customers.

Replenishment

For consumable / replenishable products. Triggered based on calculated reorder windows per SKU. Predictably increases LTV without offering discounts.

Winback

Re-engages customers who've gone quiet. Tiered by how long they've been inactive. Pairs with a sunset flow that gracefully removes unresponsive subscribers — keeping your list healthy.

QUALIFICATION

Who this is for. And who it isn't.

Good fit if you…

· Run an e-commerce business with meaningful transaction volume.
· Have an email list big enough for retention math to work.
· Know your retention channel should be doing more.
· Want a partner who'll tell you when something isn't working.
· Can commit to the 6-month minimum on Production.

Bad fit if you…

· Are pre-launch or have negligible transaction volume. We can't compound what isn't there.
· Have a tiny list. Retention needs scale to matter.
· Want a one-month trial. Retention doesn't show results that fast.
· Treat email as an afterthought. It can't be a side project for you if it's the main thing for us.
· Want endless campaign volume regardless of strategy. Volume isn't retention.

RELATED WORK

Retention work, in the wild.

POSTSLOOP PLACEHOLDER

Case studies filtered by type=retention-and-email.

FAQ

Things people ask before they hire us.

How fast will retention revenue grow?

Foundation alone typically lifts email-attributed revenue 30–60% in 60 days — that's the deliverability and flow rebuilding paying off. Ongoing Production work compounds from there, usually getting email to 25–35% of total revenue within 6–9 months. These are typical ranges, not promises; results depend heavily on starting baseline and product fit.

Why Klaviyo?

For e-commerce, Klaviyo is the deepest tool for behavioral retention work — predictive analytics, behavior-based segmentation, native Shopify integration. We're fastest there because we know it cold. For B2B, we use HubSpot for the same reasons within that ecosystem. Both are intentional choices, not platform lock-in.

What if we're not on Klaviyo?

Two options. (1) We can migrate you to Klaviyo as part of Foundation — typically adds 1–2 weeks and is worth it for most e-commerce brands. (2) If you're B2B and on HubSpot, we'll work there instead. Other platforms (Mailchimp, Iterable, Sendinblue): we'd rather refer you to a shop that specializes in those.

Do you write the emails?

Yes. Copy, design, and build — included in both Foundation and Production. You approve every campaign before it goes out. Brand voice is captured in a one-time style guide we develop in week 1.

What about SMS?

Included in Foundation and Production. Most brands underuse SMS — we treat it as a precision tool for cart, restock, flash launches, and VIP moments. Not as a second email channel that annoys subscribers into unsubscribing.

Can we keep our in-house designer or writer?

Yes, and we encourage it. Many of our best Production engagements pair our strategy and platform expertise with your team's deep brand knowledge. We can take on as much or as little of the design and copy work as you want — pricing scales accordingly.