Retention Library
Frameworks, teardowns and decisions from running email and SMS retention programs for established ecommerce brands. Every article is written from real client work, not from best practice lists.
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Retention Strategy
Our Black Friday strategy is not one promotion stretched across six weeks. It is a sequence of distinct buying moments designed around offers, margin, inventory and customer intent.
Retention Strategy
A better Black Friday promotion is not automatically a bigger discount. Here are offer structures that give customers new reasons to buy without blindly sacrificing margin.
SMS & WhatsApp
Black Friday SMS should not duplicate every email you send. Use text messaging for the sale moments where speed and urgency actually justify buzzing the customer's phone.
Email Campaigns
Cyber Monday is not the end of the holiday season. In December, the customer's question changes from "what's the deal?" to "what should I buy and will it arrive on time?"
SMS & WhatsApp
SMS works best when the customer moment is important enough to justify the interruption. Here is how we decide where text messaging belongs in an ecommerce retention system.
Analytics & Testing
Klaviyo revenue is not the same thing as economic return. Here is how ecommerce brands should think about email ROI, attribution, costs and downstream customer value.
Retention Strategy
The right email depends on what the customer is trying to decide right now. Here is how we map email and SMS across the ecommerce customer journey.
Retention Strategy
Most underperforming email accounts are not missing one secret tactic. They are making a few expensive mistakes repeatedly. Here are ten we see most often.
Retention Strategy
Some of the biggest improvements in email do not come from complicated automations. Here are three tactics we are currently using across ecommerce accounts to make existing email programs work harder.
Analytics & Testing
A useful email audit does not start with button colors. It starts with the business, then works down through lifecycle, deliverability, campaigns and testing to find the highest-impact constraint.
Retention Strategy
Real email personalization is not inserting a first name. It is changing what someone receives based on what they viewed, bought, told you or are likely to need next.
Analytics & Testing
A/B testing is useful only when the result changes a future decision. Here is how we prioritize high-impact tests across campaigns, flows, offers, timing and signup forms.
Retention Strategy
Good email segmentation is not about creating 47 tiny audiences. It is about controlling who receives what, protecting engagement and using customer behavior to make each send more relevant.
Deliverability
A bigger email list is not automatically a better email list. Here is how we separate inactive subscribers from valuable past customers and when suppression actually makes sense.
List Growth
A popup should do more than throw 10% off at every visitor. Here is how we think about timing, full-screen forms, micro-commitments, offers and mobile UX.
Email Campaigns
Strong email campaigns do not rely on one killer promotion. Here is how we build a repeatable ecommerce campaign strategy around trust, products, proof and controlled selling.
Email Automations
Most ecommerce welcome series are too slow. Here is how we structure the first days after signup, what each email should do and why the strongest persuasion should happen while buying intent is still fresh.
Email Automations
Most abandoned cart flows are either too passive or too aggressive. Here is how we structure cart and checkout abandonment to recover revenue without giving away margin too early.
Retention Strategy
We build and run email and SMS retention programs around repeat purchase rate, reorder timing and customer LTV, not vanity metrics.
