Service

YOUR EXISTING CUSTOMERS ARE THE MOST PROFITABLE GROWTH CHANNEL YOU HAVE.

We run the channels that keep customers coming back — email and SMS, customer support and loyalty — as one connected system, so every message, reply and reward works from the same view of the customer.
Get a retention health check
FRONTED BY
Jason Mun — Group Chief Search Officer
Leading the Practice

Jason Mun

Group Chief Search Officer

The profit was never in the first sale. It's in the second, the third, and the habit.


Most brands spend the marketing budget winning a customer once and then hand them to three different tools that can't see each other. Email doesn't know what support just resolved. Loyalty doesn't know who's about to churn. The data each channel produces never becomes fuel for the others.
We run email, support and loyalty as one connected programme, joined by a single view of the customer. A refund handled well becomes a win-back flow. A VIP hitting their next tier gets an SMS, not a generic newsletter. Every interaction makes the next one smarter — and that's what compounds into repeat revenue.
Jason Mun. Group Chief Search Officer
THE SHIFT

THE MATHS OF GROWTH HAS SHIFTED.

Acquisition keeps getting more expensive while the first order keeps losing money. The profit is in the second order, the third, and the habit — which is exactly what retention compounds. The brands that act on that maths now pull away from the ones still buying growth.

01

Acquisition is underwater.

Ad costs keep climbing and the first order often loses money. The average brand now loses around $29 on a new customer's first purchase, while a returning customer spends roughly 67% more than a first-timer. The profit was never in the first sale.

-$29

average loss on a new customer's first purchase
02

Owned channels do the heavy lifting.

Automated email and SMS flows are a small slice of sends but a large slice of revenue — often around a third of all email revenue from a couple of percent of volume. Unlike paid, you own the audience and keep the margin.

~⅓

of email revenue from ~2% of sends • automated flows
03

Support and loyalty are quiet revenue levers.

Most brands run support as a cost centre and bolt loyalty on as an afterthought. Both are retention engines: a fast, on-brand support reply protects the next order, and a loyalty programme turns one purchase into a habit.

+25–95%

profit lift from a 5% improvement in retention
OUR SYSTEM

EMAIL, SUPPORT AND LOYALTY, RUN AS ONE SYSTEM.

Most agencies run these as three separate engagements on three separate tools. We run them as one programme, joined by a single view of the customer.

Every channel makes the next one smarter.

Support conversations in Gorgias shape how we segment in Klaviyo. Loyalty tiers and reward milestones trigger the right message at the right moment. A refund handled well becomes a win-back flow instead of a lost customer. A VIP hitting their next tier gets an SMS, not a generic newsletter. A repeat buyer who goes quiet triggers a check-in before they churn.

SUPPORT DATA
LOYALTY TRIGGERS
BEHAVIOUR
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ONE TRUTH
WHAT WE DELIVER

EVERYTHING THAT KEEPS A CUSTOMER.

Three connected disciplines, one programme. The tools sit underneath — the system on top is what compounds.

EMAIL & SMS

Klaviyo
  • Flows — welcome, abandonment, post-purchase, win-back, replenishment
  • Campaigns and seasonal calendar
  • Segmentation and predictive audiences
  • Deliverability and list hygiene
  • List growth, forms and consent
  • SMS and push
  • Migrations to Klaviyo

CUSTOMER SUPPORT

Gorgias
  • Helpdesk setup and migration
  • AI agent and automation, trained on your brand voice
  • Macros, workflows and routing
  • Ticket deflection and self-service
  • CSAT and response-time improvement

LOYALTY & REVIEWS

LoyaltyLion • Yotpo • Smile
  • Programme design (LoyaltyLion, Yotpo, Smile)
  • VIP tiers, points and referrals
  • Reviews and UGC
  • Loyalty data wired into Klaviyo flows
HOW WE WORK

ONE TEAM ACROSS ALL 3. NOT 3 TEAMS.

You get one senior strategist who owns the whole retention programme, with the support and loyalty leads working off the same customer data — not three vendors with three roadmaps. The person who reads your support tickets briefs the person who writes your flows, in the same meeting.

Because the three channels share one plan, a shift in any of them — a new loyalty tier, a support trend, a deliverability dip — shows up everywhere it should.

—
Weekly
WIPs keeps the programme moving.
—
Fortnightly
Reporting keeps performance visible.
—
Monthly
Business reviews step back to the commercial picture.
—
Quarterly
Strategy & forecast refresh resets the targets.
PROOF

BRANDS WE KEEP CUSTOMERS FOR.

The anchor is the connected build — Klaviyo and Gorgias on one programme. Numbers on request; card labels only here. Final selection in the CMS.

Shopify Plus
CRM

Motto

UX/UI Design & Key Features

Read the casestudy
Shopify Plus
CRM

Barkers

UX/UI

Read the casestudy
CRM

Signet

UX/UI

Read the casestudy
THE TEAM

RETENTION LEADERSHIP.

Seven leads above. A 14-strong delivery team behind them. Strategists, technical SEOs and content engineers across eight studios — Melbourne, Sydney, Auckland, Singapore, Manila, Ho Chi Minh, London, Christchurch.

Leading the Practice

Jorge Belenguer

Marketing Automation Lead

Leading the Practice

Judy Kim

SEO Manager

Leading the Practice

Ash Fuller

SEO Lead

Leading the Practice

Waashil Habib

Solution Consultant

Leading the Practice

Kashish Sandhu

Senior Digital Marketing Manager

POV

WHAT THE TEAM BELIEVES. WHAT THE CLIENTS SAY.

If you're still measuring SEO by ranking position, you're measuring 2019. The brands that win the next decade are the ones being cited inside the answer.
David Wilson
Sales Manager, Retail Hub
If you're still measuring SEO by ranking position, you're measuring 2019. The brands that win the next decade are the ones being cited inside the answer.
Emily Davis
Operations Head, Global Enterprises
If you're still measuring SEO by ranking position, you're measuring 2019. The brands that win the next decade are the ones being cited inside the answer.
Michael Johnson
Product Manager, Future Tech
If you're still measuring SEO by ranking position, you're measuring 2019. The brands that win the next decade are the ones being cited inside the answer.
Jane Smith
Marketing Director, Creative Solutions
If you're still measuring SEO by ranking position, you're measuring 2019. The brands that win the next decade are the ones being cited inside the answer.
John Doe
CEO, Tech Innovations
Goodyear
Timberland
Stussy
Veuve Cliqot
Globewest
Wilson
Patagonia
King Seeds
Welleco
Sheike
Siren
My Ride
Milkcan
One Teaspoon
Pack Send
Georges
Headspace
Insignia

~1/3
OF EMAIL
REVENUE
FROM ~2% OF SENDS.

Automated flows are the highest-margin channel you own.Category benchmark, not an OD client number.

KLAVIYO PARTNER
GORGIAS PARTNER
LOYALTYLION
YOTPO PARTNER

HOW HEALTHY IS YOUR RETENTION, REALLY?

A retention health check across all three pillars — not just email. We'll score your Klaviyo flow coverage and deliverability, your support automation and response times in Gorgias, and your loyalty programme's adoption and redemption — then hand back the gaps costing you repeat revenue, and the three we'd fix first.

  • Klaviyo flow coverage & deliverability score
  • Gorgias support automation & response times
  • Loyalty adoption & redemption health
  • The three gaps we'd fix first
Get a retention health check

THE STATE OF RETENTION 2026.

OD's read on where retention is heading: the CAC squeeze, what AI is changing in support, and the benchmarks worth planning against. No fluff.

  • The CAC squeeze, quantified
  • What AI is changing in support
  • The benchmarks worth planning against
  • Working title - confirm before publish
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