Email & Retention

Email can be one of the most powerful channels your business has because you are speaking to people who have already shown an interest in what you sell.

They may have bought before, joined the list, browsed a product or started a checkout. That makes email useful for promotions, launches, restocks, seasonal activity and repeat purchase without having to win the same person’s attention from scratch every time.

Promotions are a big part of it, but the answer is not always another discount. We help decide what is worth promoting, who should receive it and how often you should be asking customers to buy.

Not every email needs somebody deciding to send it. A good setup responds to what customers do: joining the list, looking at a product, abandoning a cart, making a first purchase or simply not buying for a while.

Those are different moments and they should not all receive the same message. We build and improve automated flows around them while planning campaigns around what is actually happening in your business.

We also use the information available to make emails more relevant. A customer who bought yesterday is different from someone who has not opened an email for six months, and someone who repeatedly buys one category may have little interest in another.

For ecommerce businesses, we will generally work in Klaviyo, particularly alongside Shopify. It lets us see what customers have bought, what they have looked at, how recently they purchased and how they responded to previous messages.

That gives us a clearer view of useful customer groups, automated flows and what email is contributing to the wider business. We also want to know whether more customers are returning, which products bring them back and whether promotions are creating demand or simply pulling orders forward.

More email is not the goal. Each campaign should have a reason to exist, and the month-to-month rhythm should follow your business rather than an arbitrary quota.