Services · CRM & Retention
Give customers more reasons to come back.
Every message, purchase and support conversation contributes to how someone feels about your brand. We help you bring those moments together through connected email, SMS, customer support and loyalty programmes. Our team works alongside yours on the strategy, technology and ongoing delivery, making the next interaction more relevant and building on the relationships you’ve already started.
How we see it
Make every interaction count
Customers don’t see separate email, loyalty and service teams. They just notice whether a brand remembers what matters to them. When the information is connected, we can make each interaction more useful—and give people a reason to come back that goes beyond another offer.
We connect the information and decisions behind those experiences. Purchase history, customer preferences, support conversations and loyalty activity can all help your team respond with more understanding and care.
The opportunity
Build a relationship that lasts beyond the first order.
Understand what brings people back.
We look at how customers return, what they buy next and where the relationship slows down. That gives the programme direction and helps your team decide which moments deserve more attention.
Make each message useful.
A welcome journey, replenishment reminder or product update should have a clear purpose for the person receiving it. We plan the message, timing and audience together, then use the response to improve what follows.
Bring support and loyalty into the picture.
The questions people ask and the rewards they use tell you something about the relationship. We help connect those signals to the wider programme so your team can make more informed decisions.
A connected programme
Bring messaging, support and loyalty closer together.
We work through what each channel needs to know about the customer and how your systems can share that information. From there, we help your team plan communications and experiences that reflect the relationship as it develops.
- 01
CRM strategy and messaging
Shape journeys, campaigns and audiences across email, SMS and relevant messaging channels, using platforms such as Klaviyo, Dotdigital and Braze.
- 02
Customer support systems
Connect helpdesk workflows, customer context and automation so your support team has more useful information when someone needs help.
Shared customer understanding
- 03
Loyalty and reviews
Design programmes that give customers a reason to participate, share their experience and feel recognised for their relationship with your brand.
Use what customers tell you.
A recurring support question might point to missing product information. A loyalty milestone can give you a reason to reach out. Purchase behaviour can help you decide when a reminder would be useful and when to give someone space. We define those connections around the information available, the tools you use and the experience you want customers to have.
- Purchase and browsing behaviour
- Support conversations
- Loyalty activity
- Shared customer understanding
What we deliver
Everything that keeps a customer.
Three connected disciplines under one programme of work. The individual tools matter, but it's the system around them that compounds.
Everything that keeps a customer.
CRM Strategy
- Data Unification & Activation
- Journey Automation & Personalisation
- Segmentation and predictive audiences
- Deliverability and list hygiene
- Campaign Strategy & Optimisation
- SMS and push
- Migration & Support
Klaviyo · DotDigital · Braze
Customer Support
- Helpdesk setup and migration
- AI agent and automation
- Intelligent workflows, macros and ticket routing
- Ticket deflection and self-service
- CSAT and response-time improvement
Klaviyo · Gorgias · Zendesk
Loyalty & Reviews
- Programme design
- VIP tiers, points and referrals
- Reviews and UGC
- Loyalty and review data integration
LoyaltyLion · Okendo · Clearer.io
What we can help with
What we can help with
CRM strategy and ongoing delivery
Bring your commercial goals, customer journeys and campaign calendar into a working programme. We help with segmentation, automated journeys, personalisation, email deliverability, list quality and campaign improvement, alongside SMS and push messaging where relevant.
Platform setup, migration and integration
Choose and configure the tools that fit the programme, connect customer information and support the move from an existing platform. We work through the data, journeys and day-to-day processes your team will need.
Customer support systems
Set up or improve helpdesk platforms, including routing, reusable responses, self-service content and AI-assisted workflows. We help your team assess service performance and decide where automation or a clearer process could be useful.
Loyalty and reviews
Develop programme rules, VIP tiers, points and referral experiences around the behaviours you want to encourage. Connect loyalty and review activity with customer data so it can inform the wider relationship.
Working together
Give the programme a shared plan and people to move it forward.
We work with your team to agree the priorities across messaging, support and loyalty, with clear responsibility for each area. The specialists involved can see how their work contributes to the customer experience and where it connects with the rest of the programme.
Ongoing delivery keeps that plan active. We work through campaigns and journeys, review performance and respond to changes in your trading calendar. A new product range, a support trend or a change in customer behaviour can all inform what we do next.
You can bring us a specific platform need or a broader opportunity to improve retention. We’ll shape the work around your team, your systems and the customers you want to keep.
What would a stronger customer relationship look like for your business?
Tell us how your programme works today and where you’d like it to go. We’ll help you work through the next improvements and how our team can support the ongoing delivery.