Retention & lifecycle marketing
Email, SMS and WhatsApp programmes that turn one-time buyers into repeat revenue.
Free 30-minute audit · No commitment
Technology partners
We work inside the tools you already pay for, and migrate you off the ones you should not.
Our work
Every campaign and flow is built from your customers, your catalogue and the way your buyers actually decide - so the programme fits the brand it is selling for.
What we run
Every email, SMS and WhatsApp message is tied to where a customer is in their journey - and to what actually moves them to buy again.
The revenue engine of retention.
Most of the repeat revenue we recover comes through here. Lifecycle flows and campaigns built to compound - welcome, browse, cart, post-purchase and win-back - with the segmentation, creative and testing that turn the inbox into your most profitable channel.
The other half of that engine.
Immediate, personal and high-intent. Behavioural journeys and campaigns that respect the channel - tight segmentation and automation that drive repeat orders and reactivation without burning the list or the brand.
Where the conversation continues.
Layered in for brands whose customers already live there. Personalised, automated journeys and opt-in messaging that turn a near-100% open rate into genuine two-way engagement, loyalty and repeat revenue.
The channels are not three programs. They are one program with three ways of arriving - which is why a customer never gets the same message twice, in two places, on the same day.
The retention engine
The gap is the whole business case. Acquisition buys the first order; the lifecycle decides how many follow - and every order after it lands on a customer you have already paid for.
Seven stages, one continuous loop
Cart recovery · Checkout nudges · First-order offer
Post-purchase · Onboarding · Review requests
Cross-sell · Replenishment · Recommendations
VIP tiers · Rewards · Exclusive access
Re-engagement · Lapsed-buyer offers · Reactivation
Welcome flow · Lead capture · Preference centre
Browse abandonment · Product education · Social proof
01
02
03
04
05
06
07
How we work
01
Thirty minutes on your account rather than a pitch. What you sell, who buys twice, what has already been tried and what it cost.
02
We go into the account and put a number on the gap. Cohorts, lifetime value, flow coverage and campaign history - so the problem is measured before anyone proposes a fix.
03
Every move we would make, sequenced and ranked by the revenue it should return, with the reasoning attached to each one.
04
The audit and the roadmap are yours either way. If we are not the right team to build it, you still leave knowing exactly what to build.
05
Access, deliverability, tracking and brand, inside a week. The senior people who ran the audit are the people who build it - nothing is handed to a junior.
06
Flows, campaigns, segments and creative shipping to a calendar you can see, across email, SMS and WhatsApp - written, designed, built and QA’d in house.
07
Test, cut what is not earning, reinvest in what is. Every month you get a plain read on what the programme returned and what moves next.
Selected work
In their words
We’ve worked with two agencies before this one. The difference here is that things ship on time and I don’t have to chase anyone. Copy and design come back together, on brand.
They went through our customer data and showed us who was worth talking to, and how often. The win-back and replenishment flows they built off that have performed well beyond what we expected.
Our core flows hadn’t been touched in two years. Retain Matters rebuilt the whole journey in Klaviyo, and the post-purchase side now runs without anyone on our team managing it.
They took the time to understand how we talk to customers, and the team is fast with feedback on tone of voice. The monthly report is one page and I actually read it.
Why Retain Matters
Our capabilities
The full flow map - welcome, browse, cart, post-purchase, replenishment, loyalty, win-back and sunset - designed against your customer’s actual buying rhythm rather than a platform template, then built, QA’d and monitored.
A planned calendar with a reason behind every send - segment, offer, angle and the number it is meant to move. Fewer sends, better targeted, is almost always the higher-revenue answer.
Cohort, RFM and LTV modelling that turns a list into a set of decisions: who is worth winning back, who should never see a discount, and where the next order is most likely to come from.
Design and writing built to your brand, not swapped into a stock layout - modular templates your team can actually reuse, with copy that sells without discounting the brand away.
Authentication, list hygiene, sunset policy and reputation monitoring. The most expensive retention problem is the one where the program is fine and the mail is not arriving.
Klaviyo builds and migrations from Mailchimp, Omnisend, Attentive or Postscript - flows, segments and historical data moved on a deliverability-safe ramp so you do not lose sender reputation in the move.
A running test programme on the things that actually move money - offer, timing, segment, subject - with a monthly read on what each change was worth.
Who we work with
We work with DTC brands of every size, on whatever platform they already run. Small and growing is welcome. There is no revenue floor and no checklist to pass - the audit tells both of us in 30 minutes whether there is enough there to be worth doing.
Questions
Most questions are really one question: would this work on my account? The audit answers that in 30 minutes, with your own numbers, before you commit to anything.
Book a Free AuditOr email hello@retainmatters.com
DTC ecommerce brands of any size, on any platform. If you are trading and have customers coming back - or you want them to - retention is where we add the most value.
Klaviyo is our primary email and SMS platform, and we work across Attentive, Postscript, Braze, Recharge, Smile.io and Shopify. Our strategy is built around customer behaviour, not a single tool.
Both. Strategy, roadmap, flows, campaigns, segmentation, creative, optimisation and reporting - end to end.
Yes. We can improve what you already have, or rebuild the lifecycle architecture when it is holding revenue back.
Usually a free audit first, then a strategic project or an ongoing retention partnership - scoped to your customer base, not to a fixed number of emails a month.
The first flows and quick wins typically ship within weeks; retention compounds from there, and you get a monthly read on what the programme is returning.
About
We are a boutique retention marketing team focused on helping ecommerce brands turn customer relationships into long-term revenue.
We combine lifecycle strategy, creative execution and customer analytics to build retention programs that actually move the numbers - and the person who audits your account is the person who builds it.
Start with a free audit
Give us 30 minutes and we will show you exactly how much more revenue your existing customers can generate - and the order we would go and get it in.