Loyalty & retention
If you're paying to acquire customers who buy once and disappear, growth stays expensive forever. Loyalty and retention work is how the same traffic starts producing more revenue, and it's the part of the funnel I've spent my career on.
A points program isn't a strategy. I design loyalty around a specific behavior you want more of, whether that's a faster second purchase, larger baskets, or channel migration, then choose the mechanics and economics that make that behavior rational for the customer and profitable for you.
Most brands have a welcome flow, an abandoned cart, and then silence. I map the full lifecycle, from first touch to win-back, and build flows around real customer moments: first purchase, replenishment windows, review requests, and lapse risk.
Subscription works when it removes a real chore, not when it's bolted onto every SKU. I identify which products earn recurring revenue, design the offer and cancellation experience, and set the churn metrics you should actually be watching.
You can't retain customers you can't see. I clean up where customer data lives, connect the systems that matter, and build the small set of dashboards that answer the retention questions you'll ask every month.
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Bring your repeat-purchase rate to a 30-minute call and we'll find where retention is leaking.
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